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Kirby Vacuum Sales & Service

Phone: (978) 570-2901 Fax: (978) 570-2911 View Additional Phone Numbers 66 Concord Street Suite J, Wilmington, MA 01887 http://www.kirby.com

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Description

DC Distributors / Kirby of Wilmington is a distributor of Kirby products. The company sells and services Kirby vacuums, shampooers, replacement bags, shampoo and other cleaning products. Open Monday to Saturday for sales and services home demonstrations available

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Kirby Vacuum Sales & Service meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Kirby Vacuum Sales & Service include:

  • Length of time business has been operating
  • 28 complaints filed against business

Factors that raised the rating for Kirby Vacuum Sales & Service include:

  • Response to 28 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

28 complaints closed with BBB in last 3 years | 6 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 19
Total Closed Complaints 28

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Kirby Vacuum Sales & Service
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 2

Additional Information

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BBB file opened: November 03, 2010 Business started: 08/01/2009 in NH
Type of Entity

Corporation

Business Management
Mr. Charles Stingel, President Mr. David Matthews, Sales Manager
Contact Information
Customer Contact: Mr. David Matthews, Sales Manager
Principal: Mr. Charles Stingel, President
Number of Employees

10

Business Category

VACUUM CLEANERS HOUSEHOLD-DEALERS Household Appliance Stores (NAICS: 443141)

Service Area
Kirby Vacuum Sales & Service provides their services in BRENTWOOD, EXETER & KENSINGTON, NH.Kirby Vacuum Sales & Service provides their services in ALLSTON, BOSTON, BRIGHTON, CAMBRIDGE, CHARLESTOWN, DEDHAM, DORCHESTER, DORCHESTER CENTER, DORCHESTR CTR, E CAMBRIDGE, EAST BOSTON, EAST CAMBRIDGE, GROVE HALL, HARVARD SQ, HARVARD SQUARE, HYDE PARK, JAMAICA PLAIN, LAWRENCE, LOWELL, MATTAPAN, MISSION HILL, N CAMBRIDGE, NORTH CAMBRIDGE, READVILLE, ROSLINDALE, ROXBURY, ROXBURY CROSSING, ROXBURY XING, SALEM, SOUTH BOSTON, UPHAMS CORNER & WEST ROXBURY, MA.

Additional Locations

  • 66 Concord Street Suite J

    Wilmington, MA 01887 (978) 570-2901 (978) 570-2902 (978) 570-2903

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (978) 570-2902(Phone)
  • (978) 570-2903(Phone)
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Complaint Detail(s)

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the ***** Vacuum Cleaner from ** ************ On July 18, 2013. When the sale representative came to my property, I told him that I was not able to tested the product until the following weeks due to prior engagement, ****** the sale representative guarantee that I was going to be a satisfied customers.On July 26, 2013, I used the ***** Vacuum Cleaner to do my household floor. I followed the video instructions for cleaning hardwood floor. That was the reason I purchased the ***** Vacuum so I can shine the floor. I noticed that the brush on the vacuum cleaner keep falling off every time you tried to buffet the floor. Also, I passed the wax through the floor and due to the fact that the machine was defective it causes my floor to become extremely murky and slippery causing my child to fall several time. I have a child with a brain injury so the fall could have been very detrimental for her health. I contacted the office immediately, I was told that the manager *** ******** was on vacation. I called the office back on August 12, 2013, left a message for *** ********, not response. I called again on August 14, 2013, finally spoke with *** ********. He was very uncooperative and denied that the machine would buffet the floor. He said that the machine does not guarantee to buffet the floor. He stated that I was not using the machine properly. He agree to sent ****** to my property by the end of the week. I never received a phone call from *** ******** or ** ************ regarding the defective vacuum cleaner. I have a purchased a $2000.00 vacuum cleaner that was broken from the beginning and the ** ************ is not taking any responsibility to fixed it. They sold me defective products and refused to take any responsibility for it.

Desired Settlement: Due to the fact that I have given ** ************ the opportunity to fixed the product and they have refused to fixed the products. I would like for ** ************ to cancel the contract so I am not liable to paid the financing company.

Business Response:   

     ****** I apologize for ****** not coming back to your home as we agreed he is back at ***** in college and never told this company so I will immediately get in touch with you and have our service manager come to your home. We of course stand behind the *****'s ability to perform at the level it was designed to do. When we last spoke you agreed the machine was indeed a great vacuum but were unhappy with it's buffing ability. As I explained no floor buffer manufactured by any company can boast restoration and nor did ****** however it will buff quite well as it was manufactured to do. My service man will show you how no problem. You bought the ***** as a total cleaning system and this is but one of it's many assets to that end. You and I both already know you are well past cancelation or return of the ***** and that will not be accepted as we already discussed this prior. Again I'm sorry for our follow through but all you needed to do was call me and I would have taken care of it sooner.


Consumer Response:

 


I do believe *** ******** is taking full responsibility for a defective products.  I have been paying for the products even thought the finance office call me to verify the product and I explained to them that the vacuum cleaner was defective.  They informed me that they will be contacting the company as well.  *** ******** should have done more to ensure that my defective products was repair in a timely manner.  Therefore, the agreement and the trust was broken when you sold me a defective items.  At this moment I do not want the product as you should have ensure that I have a properly working products from the moment I contact you.  You failed to do that.  You broke the agreement first and therefore should take your vacuum cleaner back because it has not work since July 26.  I do not want the products anymore. 


 

 

Business Response:
  There has never been any claim of the Kirby being defective and it is not. The only problem was with using the polisher and her own particular satisfaction with that part and that part only. As stated prior a college student was supposed to go back and I was unaware until the complaint that he had not gone back. We are going to go back and no she may not cancel her transaction. She should however return a phone call to the office to schedule that time.


 

Consumer Response:

 

*** ********/** ************ are not taking any responsibilities for selling a defective products.  I expect the products to do what was promises to me by ****** and the products is not doing that.  If you tell a customer that the machine will buffer floor, I am expected the vacuum cleaner to do that.  ****** in person and *** ******** over the phone stated that the machine does a great buffing works.  He needs to keep his promises and stop selling defective products to customers. I am purchase a new vacuum cleaner, but I was sold something that does not work, and therefore I should not be held accountable for the products. The products should have been working from the beginning, I paid over $2000.00 for a products that was defective within the first tried.  This situation is becoming to be extremely stressful for me and my family.  Mr.  Matthews/** ************ needs to take responsibilities and take their product back. The only things I want is for *** ******** come and pick-up the defective machine.   

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First of all it was hard for me to put my complaint into one category as there are several complaints I have against this business. This company DC Distributors, Inc. came knocking on my door offering to clean my rug for free they said they were a cleaning company and was not selling anything. He told me that is how he makes his money and would only take approx. 30 min., so wanting to help him out I let him in to clean a rug...as he started to clean my rug he was commenting on how the rug was not very clean and he didn't clean the full rug as promised just about 1/4Th, then moved onto the chair where he asked if it was the dogs favorite chair...I don't have a dog. This cleaning turned into the longest ever as he didn't end up leaving for over 5 HOURS this was not a cleaning this was a way for them to get into my home so they could sell a product. I did like the features this Kirby product has and as soon as the sales person knew this he made me feel completely pressured ...no matter what I said he just kept saying thank you so much for helping me out. Even when he knew I would not be able to afford it he insisted that I could and just kept pushing forward with the sale even bringing the price down from $2600. to the final price which was $1200. and even told me I could use it as a $2600. tax write off as he even wrote what he called a dummy slip for tax purposes...which I believed at the time and now know that it does not apply to me. Is that even legal? After trying the product out for a day I realized It was heavy and somewhat awkward to maneuver around and decided the Kirby was not the vacuum for me. I called and got no answer on 2 occasions and due to being injured in a car accident filed the paperwork the afternoon on the third day notifying the Kirby co., DC Distributors that I would like to return the Kirby. After playing phone tag with them for a few days my mother finally spoke with **** ******** in regards to the issue and was rudely informed that the paperwork I sent in was not the correct paper work but the dummy one and was not going to honor the return of the Kirby and that I now own it and my payments start in Jan. 2014. As of Jan. 1st I still have no payment book. When asked to speak to the owner ******* ******* of the the Kirby co DC distributors **** ******** flat out refused to allow us to speak with owner in regards to this issue saying the owner would not speak in ref. to any return issues or anything else for that matter he does not want to be bothered with those issues and that he was hired to handle this stuff..... What kind of customer service is that? So the fact that I broke my wrist in a car accident and would most likely not be able to push a awkwardly heavy vacuum didn't matter to them they are people you do not want in your home as they will stay and pressure you as I thought he may even stay over. I feel the Kirby Co. DC distributors out of ********** Ma. and NH falsely represent that they are wanting to sell a product buy telling you they are only cleaning your rug they say nothing of it being a demonstration of a vacuum I feel the Kirby Co. DC Distributors in ma and NH will try to make a sale at any cost scamming customers into believing things such as it is a tax deduction, when it is not just to help push a sale and even asking for a NH address to save sales tax and even telling them it is just a cleaning of a rug to get into your home and even verbally state things like just try it out you can return it...They even knew this may happen as they attempted to take the box with them when they finally left. I feel the Kirby Co. DC Distributors will keep pushing until they finally make a sale I feel the Kirby Co. DC Distributors President / owner should be more involved in the process of customer service when needed I feel the Kirby Co. DC Distributors should not use my ref. saying I am happy with sales and service of the Kirby product when they know I am not I feel the Kirby Co. DC Distributors should return the vacuum as I sent the paperwork in a timely manner and due to a broken bone in my wrist makes it impossible for me to use this vacuum to its full capacity

Desired Settlement: I would like This Kirby Co. DC Distributors out of ********** Ma. To come pick up their vacuum or I could drop it off and release me from any contracts as I will not be able to use this vacuum due to an injury

Business Response: I was in the field the day ***** bought the Kirby and I was also in his home several times and at no time did ***** ask us to leave or was upset with any part of the selling process. The cancellation he mailed was late and it was the dummy receipt he requested to use as a write off. People who have rental property do and will always write off maintenance equipment. The real issue is that his parents got mad at him. I know first hand how things went because I was there. If he did not want the Kirby why did he keep my rep. in his house so long and have come in to help with paperwork. He can not cancel the transaction and he has absolutely no trouble using the Kirby ***** ********   

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

Business Response: The company stands behind it's original response. The consumer did not cancel the transaction that is on a state mandated contract properly by law and any complaints about the use of the Kirby we would be glad to go and help them with.   ***** ********  General Manager  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not agree to the Kirby vacuum Sales & Service Co. response (aka: DC Distributors) at all . The cancel transaction was sent in a timely manner as well as phone calls made to them. They know nothing about my injury. I do not need help with the Kirby vacuum ...it is my injury that prevents me ability to properly use this heavy, awkward, Kirby Vacuum. I will also be moving forward now with my complaint to the IRS about there sales practices.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is about a Kirby vacuum that was being sold door to door from DC Distibutors Inc. On Wednesday August 13th,2013 i was being shown the Kirby Sentria 2 vacuum on the condition it wouldnt take more than 90 mins because of plans i had. Well, after the 90 mins passed, i did like the vacuum but they never got to the rug shampooer part.They were pressuring me into buying it but i told them i wouldnt be fully sold till i see the shampooer, so the sales person just wanted me to sign some papers and said they would come back on Saturday August 17th to show me.This is where i was tricked and distracted from the contract. The contract states i would have had 3 days from the 13th to mail out a letter of cancelation or be locked into the contract. I was distracted by the fact they would be coming Saturday to show me the rest but it was a stall tactic. They never even showed up and saturday pushed me past the deadline. Now...im a veteran and i have a brain injury and i get confused easily. I did mention that to them and i think they knew what they were doing. I actually am having someone help me write this so it makes some sense. i feel like i was taken advantage and now im stuck with a vacuum for 2,270.00 that also had some used and ratty old attachments. i figured id go through the BBB before i take it to a local news Channel thats interested in my story (Help Me Hank) that spotlights companies trying to take advantage of people

Desired Settlement: for this contract to be null and void and for them to come pic up the vacuum that hasnt moved the spot where they left it in my dining room

Business Response: Upon receiving this complaint today I immediately sent a rep. to his home. He refused to let him show him how to use the machine or shampoo a rug. I spoke to him and he abruptly said respond to the complaint and we'll go from there and hung up on me. I can only apologize for the original rep. not following up. We would of course as today gone out immediately. There was no deceptive act in the sale as *** admitted it took a little longer than expected which it often can when somebody get's so interested they buy a Kirby. Obviously if he had been so unhappy with the process he would of cancelled his transaction on a timely basis knowing exactly how to as he stated. We will stand behind the product and of course help him in any manner with the Kirby but will not cancel contract, that was by the way only $1600 not $2250     

***** ********     
General Manager     
Kirby of Wilmington

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: D.C. Distributors stands behind it's response.            

***** ********            
General Mngr.      
Kirby of Wilmington      
D.C. Distributors

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

Attatched is a copy of the contract with the amount of 2,270.08 that they said wasn't true. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a phone call from The Kirby Company that my friend had referred me for services; they were offering to come to my house to clean and shampoo the carpeting or upholstery in one room if I were to refer the company to someone else. The person on the phone told me this was their method of marketing by offering free cleaning service once a week. At no time in the conversation did the person calling state that the visit would be for a demonstration and purchase of a vacuum cleaner, the caller absolutely implied that the visit was for cleaning services. I could have two rooms cleaned.They also stated they could come that day, I could not have them come that day, so I agreed to an appointment a week later. The phone sales person explained that the cleaning would take 1 hours at the most and that the carpet would be dry in 20 minutes and I could work, which I needed to do. I had never heard of The Kirby Company before in my life and since the referral was from my friend who I knew was interested in getting my carpets cleaned., I didn't research any further. The sales person showed up before our scheduled time, and immediately the hard sales was on. I was completely taken aback because I thought I was getting a service, not a product.He did not hesitate to get his vacuum out, start the sales pitch and furthermore, take my own Dyson vacuum that was out(a $500 plastic throw away, apparently) and start using it without permission. After more than a half hour of him describing everything that was wrong with my vacuum cleaner and my apparent lack of care for my children because I had such dirty carpeting, he finally allowed me to really talk. I flat out told him I was misled, I was expecting someone from a cleaning service, not someone trying to sell me a vacuum cleaner. His response was, Well now I understand why you were so cold to me. His spiel indicated that I wasnt interested in buying a vacuum, he would lay off, but when I was honest and told him I wasnt, he just kept telling me how dirty my carpet was and how awful it was that I let my one year old walk around on it. An hour into his visit where he was expecting my undivided attention and I needed to work, he finally started shampooing my carpet. Without asking permission, he proceeded to dump the nasty, dirty water from his machine into my sink that was filled with dishes! He also got dirty water on my counter where my crock pot with our dinner was cooking, as well as all over my tile floor and made no effort to clean it. The hard sell continued after the carpet was shampooed. We were now at 2 hours and my response was very blunt-I didnt want another vacuum cleaner, I wanted SOMEONE to clean my carpets, as SERVICE. He pushed me hard to foe his referrals, the basis of how he makes his money. I said I was not comfortable giving referrals without permission, given mt deceitful experience thus far. He asked if I would write my referrals and he would hold off for a week from calling them. I said no, not feeling like he or The Kirby Company was very trust worthy.As I cleaned up my dirty sink area, he packed up his vacuum, loaded up his truck and proceeded to leave my house without so much as a good bye or thank you for your time.

Desired Settlement: This is a registered company with your organization and they proudly display your information when they push their product. They are dishonest and the salesperson that I encountered was disrespectful to me in my own home, endangered my family without telling me with his careless actions in my kitchen area, and cost me time from my job when I was told this would not be the case. I think they should lose their accreditation with your organization

Business Response: ****** already complained to Kirby corporate with this same complaint. The rep sent an apology letter and Kirby corporate dismissed the complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 28, 2013 A Kirby salesman came to my home to demonstrate the use of the vacuum. After much pressure to make the decision to buy the vacuum, I did. It was never conveyed to me I only had 3 business days to return the vacuum. The salesman was here on a Tuesday night, I cleaned that weekend and the vacuum was not working properly. I did not get a phone number from the salesman, so I called the number on my cell phone who called to schedule the appointment and left a message, this was Monday June 3, 2013. I did not get a call back. I left another message the following day, still no call back. I looked up on line for an other phone # to call. I finally spoke with someone on Wednesday June 5, 2013, and he transferred me to his general manager. I spoke with the manager explained I could not find my contract and the vacuum was not working properly. He stated the salesmen are trained to fold up the contract and put it in the owners manual. He also told me I did not have an option to return the vacuum per the contract, per state law. He said he could try to talk to me over the phone to get the vacuum working. Since I was at work, I had to call him in the evening. We spoke that Friday June 7, 2013 he talked me through adjusting the belt and the vacuum was working better. I used the vacuum again that weekend and found it difficult to move around with, the attachment kept falling apart and I am not happy with this product. I called back the general manager 3 times (twice was transferred to voicemail, then got him live) Again asked him my options since I was not happy with the vacuum, and again was told 3 business days. I called on Day 4. I want to return this product. I am disappointed the company is not taking any consideration regarding customer satisfaction. I financed the price (which I didn't realize is charging me 21% interest). Thank you for your consideration

Desired Settlement: I would like to return this product with a full refund. I gave the salesman $200 cash and financed the rest.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Kirby vacuum with DC Distributors on Thursday June 5, 2013. After the sales team of 3 left my house, I realized that my original vacuum was missing. They took it. In the beginning of price negotiations, a trade-in of my original vacuum was mentioned. However, this was never mentioned in the final offer at all. I cancelled my order with DC Distributors per the contract. My certified cancellation letter was received/signed for on Monday June 10th (the 3rd business day). I called, and ****** said that I would be contacted by the manager, **** for the next instructions. No Call. I ended up calling and spoke with **** on Wednesday, June 12th. He informed me that the sales team had been to my house Monday and Tuesday and were unable to get the vacuum. Well, I worked during the day and was actually home ALL day Tuesday...so that was a lie. I was gone for an hour at 7:30 am but home the entire day. Needless to say, the team arrived on Thursday to pick up the Kirby. They did not have my original vacuum so it was a pointless visit. On Friday, they arrived with an old, beat up vacuum to give me in return for the Kirby. Not my vacuum ... someone's used vacuum. No one can tell me where my vacuum went-the 1st story was that it was junk so it was thrown away and and 2nd story was that it was donated. It wasn't junk- it was about a year old. It was working fine- it was used during their demonstration. I didn't go out looking for a new vacuum- they came to me. I told them I was not taking someone's used vacuum- especially since during their sales pitch they talk about all the gross things that are picked up. Realizing that I would never see my money back for the Kirby if I wouldn't let them have it, I gave them the Kirby and was now vacuumless. I made them write on the contract that they were picking up the Kirby but was still owed a vacuum. Today is Tuesday June 18th and I haven't heard from them. I did just call and my credit for the purchase was done this morning. Great I have my money back but someone has my vacuum.

Desired Settlement: Desired settlement is a check for the depreciated value of my vacuum. I had to go out and purchase a new vacuum and I feel that the only way to make this right is to send me a check for $100. My vacuum was a ***** ********* ********* ***. I do not have the original receipt, however I do have the receipt of the new ***** that I had to purchase. They had a duty to return my trade in.

Business Response: The fact of the matter is that ******* refused a like new ***** trade in to replace her lost vacuum. The ***** was a $600 high end vacuum worth triple what her old machine was worth. It does not matter how her vacuum went missing since we actually do throw out and donate trades. She is welcome to at any time get a high end trade of any type to use or sell but we will not give her $100 for replacement of her old vacuum especially since we have no real idea of its condition.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The vacuum that showed up on my doorstep looked to be between 5-10 years old.  Saying "like new" condition worth $600 is just laughable.  I don't care that it says ***** on it- it is not worth 3x the cost of my vacuum that was taken.  Perhaps it was worth that before being used in a home for at least 5 years and having all of the attachments.  I use my vacuum for the attachments-- it is useless without it.  It is also not very sanitary to give me someone's used vacuum.  What if they had bed bugs?  The federal law and state law states " (ii) return any goods or property traded in to the seller on account of or in contemplation of the agreement, in substantially as good condition as when received by the seller."  I did not sign anything that stated otherwise.  Since my vacuum was disposed of or "donated" before my 3rd business day, I am again requesting the depreciated value of my vacuum.  I believe that I am being fair when asking this.  I know it was used...but it was only a year old- perhaps 1.5 years.  I had to go out and buy a new one so I am out even more because of this.  https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93/Section48

Business Response: ******* may at any time at her convenience come and pick out any "newer" vacuum she would like we have up to fifty at a time from week to week. I had no idea that she knows vacuums well enough to guess there age but that being said she may have whatever machine she wants from here far exceeding the cost of her used vacuum     

***** ********  
General Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought Kirby vac from sales person, the next day we decided it was not right for us, we called and made arrangements to return there vac and get our old one back, they came out and returned our old vac and picked up there Kirby vac and was told we will get a check 10 days from pick up day, it has been over 30 days now with no check and many phone calls with no results.

Desired Settlement: WANT MONEY BACK

Business Response: Mrs. ***** was sent a refund check but it was returned because the address on her contract( that she signed ) was wrong. We recieved the check back and contacted her to get the right address and promptly mailed it to her. I apologized to Mrs. ***** yesterday for the tardiness of the procedure of the return and she should have the refund any time now.    

***** ********    
General manager    
DC Distibutors

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

First of all we had to call you 12 days in to find out whereour money was, you said paper work got missed filled and was on bottom of apile (very professional)? Your salesman filled out the contract  and used the address from our check we gavehim? He was the one that got the address wrong?  10 days ago you “you claim” you sent the checkback to us with  the right address on it,that was 10 days ago?…..so you are telling me it takes usps 10 days to deliversomething 40 miles away? You’re  in thewrong…..let me hang onto your money and give you ** every time we call

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a kirby vacuum from this company.They said if you change your mind about the purchase you would have 3 days to request a refund.I called to find out how to stop my purchase and I was told to sign the contract and mail it back in and then they would come and pick up the vacuumI offered to return it myself but was told to just sign the contract and mail it backI mailed the contract back but I forgot to put a tracking order on it.When I called the company said they never received my mail and I was therefore obligated to keep the vacuum.I did what they told me and when I tried to get my money back the manager. Told me that the customer service agent gave me the wrong info and without my contract he would do nothing to help me.Bad information from the company should not be my fault and I don't believe should obligate me to an expensive purchased that I tried to return.The manager was rude and not willing to help me with this issue. I called kirby directly but was told they would not help because dc distributors were the only ones to handle the issue..I believe they should work with people to resolve any issues that they have but were unwilling and incapable of doing so.

Desired Settlement: My money back and the vacuum pick up as I was told would happen.

Business Response: ***** ******** did purchase a Kirby from DC distributors and like all people that buy a Kirby she was given a 3 day cooling off period to cancell. The contract she signed clearly explained to her how to correctly cancell her transaction. There is no misleading information on the state mandated contract. We seldom get cancellations but when we do they are almost always sent return reciept requested to protect the consumer from incidents just like this. DC distributors never recieved a notice of cancelation to this day only a phone call. I do not know the circumstances surrounding her desire to cancell her transaction and even if she ever did send a notice at all. I had several conversations with her and the matter has been settled and she knows her responsibility to keep the machine. She also knows that if she needs any help whatsoever with the Kirby we are here for her..          

General Manager          
DC Distributors          
***** ********

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: DC Distributors has responded to this complaint and feel the rebutal given was adeqiute and to the point..The company still stands behind it.     

Sales MNGR     
Dc Distributors     
***** ********

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did everything they told me to do in regards to returning my vacuum the only thing I didn't do was ask for return receipt at the post office. The day I offered to bring it back boston declared a state of emergency due to a snow storm. My letter seems to have gotten misplaced due to the storm so they say.  The company knew I no longer wanted the vacuum and I was told the secretary gave me the wrong info on returning it.  I offered to drive it up right to the company and was told that wasn't the option that they would pick it up.  All along they knew I didn't want to keep it but did nothing to work with me.  Why force someone to keep a product when you know it was going to be returned.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sale of such a so called amazing vacuum should come with a money back guarantee instead they make you sign a 3 day only return policy. That is barely enough time to see if the thing works the way it is described. I tried to return 3 days after the so called return date and the managers were so rude and not professional at all they laughed at me saying they ready have their money from my credit card and they will not take the return. That is not a way to represent a product. Why would you want a unhappy customer? Negative advertising is no good.

Desired Settlement: Please take this vacuum back and give me a full refund you can even take off the commission you gave to your employee

Business Response:            I am ***** ******** and I am the general manager of DC Distributors and all cancellations are handled by me..I do not recall any conversation with ****. Who ever he said laughed at him is highly unlikely. No manager of this company would ever laugh at a customer as that would be rude and there are always people in our loby. It is however true that there is a 3 day cooling off period on the state mandated contract he signed as he well knew when he read it. We do not take our equiptment back after 3 days for very good reason..Over the years many people simply decide that want money back for other needs and of course then the company would loose tremendous ammts. of money very unfairly..I do not know why he wanted to cancel and honestly 3 days is ample time to try a vacuum.           DC Distributors           General Manager           ***** ********

Consumer Response:  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. This so called wondrous machine does not work correctly as you move the machine forward it does not glide smooth  Regards, **** ******  

Business Response: **** please feel free to stop by with your Kirby and we will check it for you. It is under warrantee and it's free. If it is not gliding smoothly it could be as simple as you pushing against the grain of the carpet and just need to push it in the opposite direction to keep it smooth. Or it could be over lowering it to that particular carpet. We are here for you if you want it checked.        Thanks,              ***** ********           General Manager          DC Distributors

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My doorbell rang at 645 pm, with an employee from Kirby Vaccum of Wilmington. This individual pushed her way into my front hallway, then barged into my home, she carried no id or company credentials. The individual named ******* asked if we wanted our rug cleaned or my hardwood floors buffed free of charge. I asked to see credentials from company, which she could not provide because she left them in the company van. Supposedly, her boss was riding around the city with other employees. I told her I was not interested, and that I felt uncomfortable with her in my home, asking to clean my rugs at seven PM. She then proceeded to tell me about her machine and the services her company could provide. I told her that there had to be some catch, that no company would provide services for free. She said she wanted me to use word of mouth to advertise for my company. In order to get her to leave, I suggested that perhaps I would be interested another time since it was so late, her response was it had to be done tonight (by this time it was after seven PM). She asked to use my home phone to try to contact her boss, to no avail. I then firmly told her I was not interested and as she was leaving she took back the flyers for the company. When I contacted the home office customer service department, I spoke with ******* who was abrupt, rude, and had no compassion for my feeling of being uncomfortable about someone pushing their way into my home. Her response was "we have permits to go door to door to solicit business, if you were uncomfortable, you should have called the police". I understand they may have permits to ring my bell, but they DO NOT have permission to barge into my home.

Desired Settlement: I would like an apology from the company for invading my privacy by barging into my home. I would also like a copy of their procedures of what is acceptable when they ring a bell to a private home. I feel my privacy was invaded, and her presence put me in an uncomfortable position which caused me to have anxiety all evening. I was scared that it was some type of scam, and that they were my searching my house for possibly a future break in. I know this sounds crazy, but I had NO idea who this person was, she only carried wet soggy pamphlets.

Business Response: I spoke with ******* ****** yesterday at length and apologized for the way she was treated and handled buy our company. All parties involved have been repremanded and that type of inciident will not happen or be tolerated again. ******* is completely sattisfied with the handling of the situation and the apology.       

***** ********     
General manager       
Dc Distributors

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A free carpet cleaning service was offered by Kirby. On 12/3/12, the salesperson arrived 1 1/2 hours late and was inexperienced. After the vacuum was demonstrated, he then proceeded to clean my living room carpet. The vacuum did not operate properly, it kept overflowing the dirty water on to my carpet. He had to call the company several times to find out what he was doing wrong. Finally, he got it going and tried to clean my carpet. When he left, there were many streaks and spots of grey on my beige carpet, but I assumed that these were wet spots and would disappear when it dried. I waited about an hour and then vacummed the dry areas but the spots remained. I then called Kirby (******) that day and told him, but said I would wait until the carpet was fully dry and vacuum and call again after. The grey spots/streaks did not disappear the next day. After 2 calls to Kirby,on 12/4/12, I was told that they would not come out again since it was a free offer. So they messed up my carpet (only 3 years old ) and would not do anything to resolve it. ****** said that it was the President's decision. I asked to speak to the president, but he said he was not available and was not in very much. I did get the President's name and address and intend to contact him by mail.

Desired Settlement: I would like an experienced salesperson to come out to clean the carpet, as promised, and for it to be clean with no spots or streaks. If they do not do this, I will have to have it professionally cleaned and and will get a bill for this which Kirby should be responsible for, and I will go to small claims court to resolve this, if necessary.

Business Response: please call our office and ask for ****** he will assist you with your complaint

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

****** @ Kirby Sales said he still will not send anyone out to clean my carpet.  He said he only responded because he was required to do so, and cannot help me.  

Business Response: My sincere apologies for the experience you had received in your home. This is not the bases on which we represent or operate our company. At DC Distributors we strive to provide excellent customer service. In response to your complaint with case # 9325185, as I had advised to you on 12/14/12 all of our representatives are independent contractors and operate at an independent status per there company agreement. As an independent contractor he/she said representative would be wholly responsible for any damages that may have been done to your property while the representative was in your home. You had also advised me that after he had completed the service requested for your carpet, you had vacuumed the carpet before it was entirely dry, which is evident why the spots had appeared on your carpet. For any further questions or concerns please do not hesitate to contact me.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

 KIRBY IS NOT BEING TRUTHFUL.  I vacumed only the areas on the carpet that were dry and then called Kirby  the same day to report the problem.  After speaking with ******, I told him that I would wait til the next day and vacuum the whole carpet, which I did, and there was no change.  I then called ****** again.  He advised that there was nothing he could do.  I explained the whole situation, in detail, in  my prior emai and I still believe that Kirby is at fault. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I felt pressured into buying a Kirby. I finally got sales man to reasonable price (not inflated) and when I went to use it, it didn't work. In hindsight, I saw the sales man just clean the same area over and over again. I just want to return but because of the holidays did a day late. I am so angry that I paid so much for a machine that doesn't work.

Desired Settlement: I just want to return it. If I have to pay a penalty, I would do it. I don't care. I just don't want it. I am so disheartened by the whole situation.

Business Response: please call our office and ask for ****** he will assist you with your complaint

Consumer Response: Even though I did get someone to teach me to use the vacuum, it doesn't change the fact that the sales tactics they use are misleading and even cruel.  Telling me that I didn't know I was dirty because of the vacuum I was using.  As a mother, I take that very seriously.  Inflating the price for the vacuum is misleading.  Telling me that the vacuum is worth $5,000.  I am just sick with the way it all happened and so upset with myself for falling for it.  Shame on them!  I want to warn others about what happened to me so they don't fall for it. Regards, ******* ******    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DC Distributors destroyed my carpet by negligently vacuuming/shampooing my carpet on 8/31/12. The team leader *** came in to look at it and said i would need a new carpet and to call the owner ***** and they would handle it for me. I spoke to **** the sales manager who rudely told me his leader was a moron for saying that. And he basically told me he would be doing nothing.

Desired Settlement: To have the company replace my rug and do right by the customer they wronged.

Business Response: please call our office at 978-570-2901

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** from Kirby told me she would return my vacuum WITHIN 3 DAYS. She has NOT returned my vacuum. I am being told the vacuum was given away to charity. I do not want someones dirty/used/broken vacuum. This is not acceptable to me.. The company DOES NOT return phone calls and they give out FALSE information. They are thievies that walked away with my $250.00 vacuum. My son has severe allergies. I need to vacuum every week. Not having a vacuum is not helping him. Please help!!!

Desired Settlement: need my vacuum back that was promised to me or a refund for $250.00

Business Response: Although it took longer than usual we finally found the customers red eureka trade in and returned it last Thursday sorry for any inconvenience this may have caused you . I apologize for your experience with our company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received a call from Kirby Vacuum Cleaner Company, by referral and a free Carpet Cleaning. They kept on calling and I finally gave in to a Free Carpet Cleaning, I did not know that was going to turn into a 3.5 hour demonstration. then I was asked how can we make this deal work for you and then it started with the price and deposit and I kept on saying I cannot afford this right now and I kept getting how can we make this deal work. At 11:30pm to after Midnight this went on and I kept saying I could not afford it and finally I just gave in to get them to go away. I was never told of a cancellation policy and the contract was just put in a folder. I thought about it and realized that I could not afford it and I wanted to get them to take it back. I called on Monday, Tuesday, Wednesday and I finally spoke with the Kirby Part's Department on Wednesday night and they told me to call Customer Relations in the morning. I called them and they told me I was past the 3 days of return. I filed a complaint and I was told I could not return it. I am being told to enjoy the vacuum cleaner and I told them I was pressured to make the purchase and they say it is my problem deal with it and enjoy the vacuum cleaner. I called comsumer affairs and they told me that they can return it, they just do not want to, the 3 days is a guideline and they can do it, they just do not want to.

Desired Settlement: All I want it my old vacuum cleaner back and for them to come and take this one back and refund my money

Business Response: We at DC Distributors received a complaint on 11/8/12 fromthe Kirby world headquarters and immediately contacted you to resolve thisissue.  As far as being in your home for threeand a half hours if you would have told our representative to leave he wouldhave gladly done so.  The cancelationprocess is CLEARLY stated in bold lettering on the bottom of yourcontract.  You had three business days tosign the bottom and put it in the mail. When we received a call from you today you first told me that you couldn’tafford the Kirby then you told us that you felt pressured.  If you felt you couldn’t afford the machinethan you shouldn’t have bought it.  Iapologize that we cannot pick up the Kirby but it doesn’t follow thecancelation process.  However we wouldgladly mail you some free bags for your trouble.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You can refund my money and give me back my old vacuum cleaner, that is the only resolve to this issue.  I spoke with Consumer Affairs and they stated while the 3 Business Days is a Federal Law, you as a business owner can refund my money and make the customer happy, you are choosing to not do that. I also spoke with Kirby and they stated the same thing.  You are not mandated by the law after 3 days, it is totally up to you and there is no penalties to you for doing so, this is just good customer service, something you do not appear to care about.  The customer is always right and I know for a fact that your sales people are pressured to make the sale, even if the customer cannot afford it. That is high preasure sales and you know it, as this is something you demand.  Also you need a degree to use this thing and I do not have all the time in the world to figure out how to use it, it is heavy and a royal **** ** *** *** to use, so I am not happy with the product either, so do the right thing and refund my money.

Business Response: Dear Mrs. ******:
As per our recent telephone conversation, we are unable to accept your cancellation request of the Kirby vacuum purchased on 11/2/12.

Our office is available for service and any supplies that you require for your Kirby.  If you currently need supplies, we will be happy to send you two bags for free.  Please contact us at any time that is convenient for you.
  
Yours truly
****** ********

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Your business practices and pressured sales tactics are not in the best interest of the customer. You tell your sales staff to sell the Kirby no matter what the customer wants. I know for a fact that you had one of your sales staff try and pressure a single Mom of 4 to buy a Kirby even when she could not afford $10 a month and you stated to the sales representative that everyone can afford a Kirby. You call people and tell them they have been referred by "Name" to receive a free carpet cleaning and it will only take a half an hour and then they get there and it takes a while to setup the vacuum cleaner, then it is all the demonstrations, then it's where is the closest bed, which is kind of creepy for a single person to have some stranger and a man ask to go into your bedroom and strip your bed so he can vacuum it and tell you how dirty your bed is and show you a picture of bed bugs, etc., that might be lurking in your mattress. That takes 3-4 hours to complete and you are wondering if this will ever end. Then it's I have to call my boss and you tell them you have no money and they keep on asking how can we get this Kirby in your home and you keep telling them, no and they keep asking you and calling their boss and finally you cave in and buy the stupid thing.

Yes I signed the contract and I was so tired I did not read it and it was put in the envelope by your sale representative (which is one of your tactics as well to make sure the customer does not see the contract again, until it is too late to cancel and woops it is past the date to return, now you enjoy your Kirby and have a nice day) and I never saw it again until Wednesday Night, I called on Monday and left a message and I called on Tuesday and left a message and I called on Wednesday and left a message and no one called me back, when I finally got home on Wednesday and I went looking for any contact information I called the parts number for Kirby and was told to call the customer relations number on Thursday and I did and then you finally returned my phone call. I was unable to send back the cancellation form and I explained that to whoever answered the phone at your office and I was told return the cancellation form to the address on the form and I explained that I could not do that and I was hung up on. I tried to call back and I left a message for you to call back and I never received a call back. What am I supposed to do, if I tried and you never called back and I was unable to get to the cancellation contract?

I tried to do everything I could to get in contact with you and your company to cancel this order and get my money refunded without having the cancellation contract in my hand. I tried to explain this to whoever answered the phone and I was told what I needed to do and then hung up on.  I do not know what else I was supposed to do to explain to you and your company that I did not want this vacuum cleaner and I wanted it picked up and my money refunded.  I unfortunately do not have any proof, but I am telling you the truth and all I want is to resolve this issue.

Now as a business owner in good faith you can do the right thing and refund my money and give me back my old vacuum cleaner.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On August 8, 2012 ***** ****** came to my house to clean my stairs and landing with the Kirby vacuum cleaning system. A woman had called me several times stating that a friend of mine had given my name. We were in the midst of a home renovation, so my husband was outside working on the addition and I was rather on edge. I told ***** this was really not a good time, but he assured me it would be done in 30 minutes. Well, almost 2 hours later, the rugs in my upper and lower landing were still wet and looking dirtier than before, the stairs were not done because they couldn't be done with this machine. ***** gave me a free bottle of cleaner to clean them by hand! He started in on a very fast paced, nerve racking speal about vacuums, said my name every 5 seconds, started taking over, sucking up dirt from chairs, beds etc and asking would I want my child sitting on this, sleeping on this. This demo was held upstairs in my home. He complained that it was hot, and it was, because I hadn't turned the air conditioner on, not having planned to be up there. He continued on and on making me very nervous and even more so when he told me the price. Rejecting that $2,295, he kept throwing out other prices. At this point I was nervous, embarrassed and wanted this to be over. Sure it seemed like I was a terrible housekeeper with a terrible vacuum and I really needed my stairs cleaned. Coincidentally I had begun to call around for prices on getting my stairs cleaned when the representative called to arrange this Kirby visit. That was the only reason I agreed after she called the third time. I don't even know how, why or when I agreed to buy this for $1400. He charged me $100 sales tax and I don't know how he arrived at that figure. I paid by check and he told me to write down names of friends to see this demo and get a free carpet cleaning. I still didn't get the cleaning which I had to remind him. So he did the cleaning real fast, put too much water in machine, spilled a lot of it on my rug, told me he couldn't do the stairs. I told him I wanted the lower landing done, which he did reluctantly. When I said it still looked dirty, he said it wouldn't when it dried. It took the rest of the day and night to dry and still looked awful. I am still rewashing it by hand with clear water to get the residue out. It was dirtier looking the next day. He even told me to empty my closet so he could put the vacuum and all the accessories in. I told him no because I just wanted him out. As I said, we were putting on an addition and I had lots of other jobs I needed to be doing. Because of the confusion going on in the house, I did not even look at this vaccum for another month. It was then, I pulled it out, tried to remember what was what with it and found it to be heavy and confusing. Even looking at the book and directions it was way too complicated for me. I also realized that my own vaccuum was gone. I know now after calling DC Distributors that he took it as a trade. My sales slip says trade in INC. I am very dissatisfied with the product. I am appalled that I was pressured into buying this. I want a refund, my old vacuum back and I want this practice of high pressure home sales tactics to end. I am not the only disatisfied Kirby customer. I do not know how many people file an official complaint, but I have now done research and have found my situation to be common. Please process my complaint as soon as possible. I have made calls to the company myself. I would like to know my recourse in this case.

Desired Settlement: I want a refund with consideration for the time I have been in possesion of the machine. I want my own vacuum returned. I expect intervention in the high pressure, uncomfortable and deceitful in home sales practices of the Kirby representatives.

Business Response: I apologize for the experience that you felt you have hadwith our company. The last thing we want is a dissatisfied Kirby customer. Iwill have a talk with ***** ***** about his so called sales tactics but thereis always 2 sides to every story but what I don’t understand why have u waitedso long to get in contact with us ? This is the first time we here at dcdistributors have heard of your complaint against our company? You purchasedthe machine well over 2 months ago my only question is why did u not contact usthe next day if you had such a bad experience? We would have gladly acceptedyour return and refunded you within our return policy. Being that you are almost60 days over the return date allowed per your contract that you signed it justis not possible for us to accommodate your request.  I am sorry but we will not be refunding youany money or returning your trade in. although we would like to offer you somefree bags and we would gladly send out another representative( Not  *****) to help you with your machine and cleanthe Capet again. At this point the machine has already been replaced the commissionspaid and the sales tax sent to the state. The sale is final, if you need anyassistance please feel free to contact me directly at our office (978)570-2901again I apologize for your negative experience you have had with our company.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As I stated in my complaint, we were in the midst of a home renovation.  Over the phone, I was told the demo and cleaning would take 30 minutes.It was 2 hours of uncomfortable, nerve racking, intimidating sales pressure.  The vacuum went into a closet and I did not even have time to look at it until several weeks later.  At that point, we pulled it out and tried to figure it out and use it.  We find it to be bulky, heavy, confusing and inconvenient to use.  I don't even dare try the carpet cleaner attachments given the horrible results we got with the sales rep.  It was also at that point that I read the rescind policy.

I did in fact contact **** *******, ****** ******* at DC Distributors (978-57-2901) and ****** at 800-494-8586 to register my complaint.  You have heard from me.  Because I have no other vacuum, I pulled it out again and tried to like it.  I also used the cleaner to try and clean the stairs by hand because ***** said I could not use the cleaning attachment on the stairs.  Remember this is why I agreed to a demo in the first place.  I was told it would clean the stairs.

Your response it rather standard.  It does not address the INC for my "trade in" or the incorrect sales tax charged and submitted to the state. I do not beleive that there is no refund arrangement available.  I reject your response as unsatisfactory.

Business Response: I did talk with ***** and expressed your concern he didstate that at no point did u ask him to pack his things and leave .As far asthe sales tax goes I will pull your contract and refund you any overpaid tax asap.The Kirby is really a great product and will last you a lifetime it works great please allow me to send out a different rep to instruct youand your husband on how to operate the Kirby have you tried  watching the dvd included with directions ? .Please give our office a call if you would like to schedule a time for one ofour service reps to come out. Thank you

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

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BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/5/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on saturday October 13, 2012 a representative of dc distributors came to the house and stated his company is in the area and could clean the carpet for free. we agreed to have this done and the rep. called someone to reconfirm they would be here in 30 minutes. My family and I moved all the furniture and vacuumed as directed from the rep. We waited two hours and no one showed. I made several attempts to contact them on the 13th and the 14th. the phone just rang. I am a Manager in the service industry and would never treat customers the way I have been treated. furthermore I don,t think they will stay in business with poor service representation.

Desired Settlement: As feeling I was misled by these people, I would like a phone call apology. I will never recommend these services to anybody and will direct any inquiries into carpet cleaning away from this company.

Business Response: i am very sorry about this and appologize for your experience please feel free to call my on my cell phone (***)******** and i will have someone come out to clean for you

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is not a sufficient response that I should have to take my time to call them.  they should be calling me furthermore I have no use for this company and will not recommend them to anyone other than my experience with having to move my furniture and no one shows up.  You should be ashamed of your companies practices. no further response is needed I see this business's true colors.  Very poor customer service.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time in three months that an unidentified person knocked on my door saying that they had a cleaning company relocating to the area and to gain new clients they were offering a special to clean any room in my home for free. Back in June (the first time this company came to my home) I told the representative that I was not interested because I was on my way out of the house to meet a relative for dinner. The young man got real upset almost crying and told me that he needed to get 10 homes in order for his boss to give him a scholarship. I fell into the guilt trip as he told me he would get a room clean in 15 minutes. two men entered my home and did a kirby demonstration. I told them that the boy had told me he was with a cleaning company as the flyer said and they said oh no we are from kirby. I did not give them permission to do a demonstration, and even asked them to leave because I was running late. They continued the demonstraion and were very aggressive and had such an attitude. They kept pressuring me to buy a product (that I had no idea that they were even selling when the boy approached my door- and btw~cost over a thousand dollars!) They made a total mess of my kitchen, used an entire roll of paper towels and an entire bottle of windex to clean their equipment. They were in my home for over 90 minutes and my carpets smelled horrible for days and even caused me to develop an irritation on my body to the chemical they put on my rug. I needed to pay to have them re-cleaned. The men were extreamly aggressive telling me that if I did not purchase the kirby I was lazy, wasting my money, wasting electricity, and was a bad mother for not having a kirby in my home. One of the men kept pressuring me to take him up to my bedroom which made me fear for my safety. They took their time leaving and even took pictures inside my home without my permission which made me VERY uncomfortable and nervous. I do not know why I did not call the police, but I should have. When people are that aggressive- people give into the pressure, especially the elderly. This company should not be allowed to go door to door advertising a false company with a false service. They need to be upfront and tell people that they are selling kirby. They do not have a cleaning company; they offer a product that can clean. Today when the new representative came to my door I told them about what had happened last time and they said "oh thats not us" but I recognized the name on the flyer and new right away who it was. After I said NO the representative told me that they would just do my stairs and called over some other people. I slammed the door and locked it immediatly and took to the computer to file this complaint. When you call the phone number on the flyer it rings and never gets answered. Since I cannot report them to their own boss I turned to the BBB for help. These people need to be stopped, and if they ever come to my home again I will be calling the police.

Desired Settlement: They should not be allowed to give false information and advertise that they are a "new cleaning company". They should not be allowed to say quick demonstration if they are in the home making a mess for over an hour.

Business Response: please call our office and speak with ****** (978)570-2901

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A salesman came to my home with a Kirby vaccum that he demonstrated it's use and cleaned a area rug. After much pressure put on that I must make the decision to purchase the product that same day, although I felt pressured, after I asked the salesman if I was not happy with how this product performed , then what, and I was told I could return it. It was never ever disclosed to me verbally that I had 3 business days to make returns on the product ever! The salesman took the contract, folded it up and placed it in the Kirby product box. I tried the product 3 time within the 6 days prior to making a complaint to the company and requesting a return. The 1st time I used the product,I felt it was difficult to maneuver and was not working out well for the areas I was using it but was willing to give it a chance. Used it again and attempted to use the floor piece and the handle that you put together, it kept falling apart. On my 3rd and final attempt to use the product and hope that it would live up to what the salesperson advertised, when I went to vaccum my rug, the motor wasn't changing on the surface as it was supposed to, I checked the piece and found the belt wrapped around the rolling brush and the product now had to be disassembled and fixed. At that point, I was fed up with this product and wanted to return it to the company. When I contacted Kirby, I was told I only had 3 days per my contract to make any returns, I called on 8/10/12 (tried on the evening of 8/9 but office was closed). My contract stated I had to cancel by 8/7/12 and this was the first time I was told of this when I called. I was told that I should call the distribution company regarding my complaints and desire to return, which I did immediately. I was told I could not return after 3 days, even with dissatisfaction of product and false verbal representation. The company has not represented their product honestly and is not taking any consideration regarding customer satisfaction with their product. I am not happy at all with this product and would like to return it without all of this hassle!

Desired Settlement: I would like to return this product, full refund!

Business Response: The complaints made by *** has been rectified as we allowed the cosnumer to Cancel after careful consideration from the review Bord. The machine has been picked up and rightful property returned.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After signing the contract for a nice kid that emphasized that he was a college student maybe 3 times in the demo, I was left with lots of details about the Kirby and very little information about cancelling. I decided to cancel
within the 3 days that they advise to cancel. The first line of the cancellation portion states "You may CANCEL this transaction, without any Penalty or Obligation, within THREE BUSINESS DAYS froms the above date. The rest of
the information in in the notice is in regular font, until they emphasize that they have TEN BUSINESS DAYS to return the security deposit. They left their 978-570-2901 number to call to cancel, but when you call at 5:30 the office
is closed, but yet you have until midnight of the 3rd day to cancel. So because I was drawing near the last of the return and their office was closed and nowhere on the form does it have business hours, I called the 800 number to cancel. The 800 number is the finance department that accepted my cancellation and informed that I just need to send the cancellation paper to the company. She never said within the 3 days or said it was too late. I assumed that the call did the job and all I had to do was mail in to paperwork and I should get my deposit and the vacuum would be picked up within 10 days. I recieved a call 3 business days after my cancellation from the GM stating that I can't return the product and I need to read my contract. He was extremely rude and refused to allow me to speak with his boss as to me it was more of a customer service issue now than a return issue. I will be taking the company to court for desiving a consumer. If I had up until midnight to cancel then they should be open to take my call and instructed of the proper procedures or emphasized that during the demo. The font didn't highlight that the letter had to be postmarked on by the third day and it was the last piece of the cancellation paper. Im very unhappy with the service and being decieved of the cancellation process. I spoke with GM ***** ********.

Desired Settlement: I would like a refund of my 100 dollars because i verbally cancelled within 3 days and I would like to stop ongoing payments. I don't want the vaccum and I shouldn't be forced to keeping it. I would like them to rewrite their contract to highlight the proper steps of cancelling the agreement. They should highlight their business hours somewhere as well.

Business Response: The complaint made by ***** ******* has been rectified as we allowed the consumer to Cancel after careful consideration from the review Bord. The machine has been picked up and rightful property returned.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The business did allow me to cancel my agreement and did refund my deposit.  But, I just wanted to make sure the everything is documented apppropriately in order that it happened. The vacuum was returned by my representative, not picked up and I was given an option to select any other used vacuum that was at the DC Distributors at the time, but did not get own vacuum back. 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A salesman came to my home and offered to clean my area rug and ottoman at no charge in the span of 30 minutes. The salesman then handed the job over to person who demonstrated the product. I showed both individuals
my carpet and area rug and then after an hour or so into the presentation she tells me that my couch is a fabric that can not be cleaned with this product. She proceeds to clean a small area in my rug and then refuses to clean
the area rug. I wasted 1.5 hours listening to sales pitch and did not receive the services I was promised. They bombarded me with another salesman at the end that tried to close the deal, but I was so annoyed that they did not complete the work they promised that I would never purchase an item from this company.

Desired Settlement: I just hope to warn other homeowners who may be approached by this company to avoid their sales pitch and promises.

Business Response: Dear customer
All the Reps are sub-contractors of the Kirby Vacuum.  We would always want them to represent the product to the best of their abbilities and I appoligize they did not do so. If you contact the office and speak to the office Manager he will be
happy to rectify the issue and speak with the rep to ask about the situation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 85 year old mother (who is not able to make decisions on her own was bullied in her own home to buy a vacuum she didnt want. She called with in the appropriate time only to have her calls returned AFTER it was too late to return it. She took posession of the vacuum on a Friday at 5:00 p.m. and had decided on Monday she didn't know how to use it, it was too heavy and too expensive. She called on Monday, Tuesday and was finally contacted back on a Wednesday only to be told IT WAS TOO LATE to return it. Both my sister and I have tried over and over again to please come get the vacuum, we would pay $100.00 for the days we had it but they are not budging. Actually when this salesman was in my mother's kitchen, she said hold on I have to call my daughter before I make any purchases and my sister said NO MOM do not buy it and he assured my mother it was a trial and it was not a purchase. Confusing her even more. I don't know if this is what they do is prey on the elderly.

Desired Settlement: To come get the vacuum she didn't want in the first place.

Business Response:    **** Maxwell had a free cleaning in her home during the day by a kirby vacuum Rep. later that afternoon her daghter called and said she was so impressed with the cleaning the Kirby did that she wanted the rep to go back out so  she could buy it. We oblidged her and sold it to her. From this point on I am confused. Apparently there are two sisters and some disagreeing went on  unbenounced to this company.In fact I have been lied to personally by one of the sisters who I believe to be ***. DC distributors was not contacted untill after the cancelation period or we would have taken care of it immediately and informed **** to send us the written notice by mail. I talked to **** and explained the situation and she understood and semmed fine. It is the sister or maybe sisters that won't let this go. We sold the Kirby in good faith and something went wrong on the family side. We wil not accept a late cancelation.

Consumer Response:



I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.


Regards,

**** *******

 

 

Consumer Response:

No one ever called them saying to come back and that she was impressed by the job.  Where would they have gotten the number. Because when she first called on Monday to cancel it, the number provided to her WHEN HE LEFT was to another company in the same building as DC Distributors, they gave my mother the correct number on MONDAY.  They said it happens all the time.  They came to the house at 1:00 p.m. and there were other salesman that continued up the street to other houses on my mother’s street. The salesman never left my mother’s house until 4:45. (She felt bad because he kept going on and on how he needed this one sale so he could take his girlfriend on a vacation the company would pay for if he only sold one more vacuum.  He went on and on about this for the entire 3 hours he was there.  His co-workers even tried leaving on him he took so long and he had to chase the van up the street. So no one left the house only to be told to come back and no one called anyone to come back.  If I have to pull phone records on this I will.  A complete lie.  What kind of company lies like this. Do you need sales that bad?  Yes, there is myself and my sister *******.  We only got involved because my sister, *******,  told the salesman on the phone that day, NOT TO SELL MY MOTHER ANYTHING, (he didn’t listen) and I , ***,  got involved after she called ON TIME only to be told it was too late.  You are darn right we are involved, she is 85 and afraid to pursue because of the way she was yelled at when her call was finally returned AFTER it was too late.   My sister ******* got scared as well, because of the way we were treated on the phone from the very first phone call to the last on Thursday when I filed this complaint.  No one is lying here but this company and you can see from other people they do it often.  Nothing went wrong, my mother thought it was a trial basis because of what she was told, and doesn’t want the vacuum.  My mother understands the situation very well but doesn’t want the vacuum.  She thought the $2.50 was for a 3 day trial that is why she wrote the check out for $2.50 for the THREE DAY TRIAL. 

Regards,

**** *******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a courtesy call from Kirby for a demonstration of their vacuum. The Gentleman came to my home on Tuesday Jan 31st. I have an immaculate home that is only 7 yrs old. It was furnished with all brand new furnishings ( couches, area rugs, etc...) I have no pets. When this Kirby Gentleman left my home I noticed an odor coming from my Carpet that he cleaned. ( smells like a wet dog/ dirty vacuum bag). I thought well let me open windows and air the room. That failed. I have waited now 2 days to see if the smell is going to go away It has NOT. I called the Kirby Company to let them know what had happened to my rug.. The Gentleman that answered the phone was rude, wouldn't let me speak, kept cutting over me When I did try to speak. I asked to speak to his Manager or Supervisor.. He would not put any one on the phone.. He told me not to complain because I got a free cleaning.. HE CLEANED 1/2 HALF OF THE RUG AND NOW IT SMELLS LIKE A WET DOG IN MY ENTIRE FAMILY ROOM.. I HAVE NO PETS AND 2 CHILDREN WITH SEVER ALLERGIES.. THE SMELL IS VERY DISTURBING, NOT TO MENTION, ALL THE REP CAN SAY IS SORRY. This is completely unacceptable. My room did not smell this way before he came. I will never buy any product from them.

Desired Settlement: My desired out come is that the Kirby Company needs to either ( Hire A cleaning company (other than themselves) to get this smell out) or replace my area rug).

Business Response:   
        Kirby franchises in the US shampoo thousands of carpets daily with independant sales represetatives. They shampoo carpets from small inexpensive remnants to large extremely expensive carpets. They also shampoo exotic carpets like orientals and persians. The shampooing process and the shampoo itself is harmless and usually very effective. there is no way that the shapooer and or the process can create a smell that did not come from existing dirt that was already in the carpet. Unfortunately people have dirt thats in the base of their carpet some times for years that once shampooed can create an odor. That odor would have come about with any method of shampooing and most likely worse with methods that soak the carpet, something the Kirby does not do. Since we shampoo for free to show the Kirby to people we have no agreement to any standards of cleanliness that companys that charge clients might have. I will say however no shampoo company would go out on a limb and gaurantee results based on the fact that stains and dirt can react differntly in any situation. There is no way that the sales person could be resposible for making an odor in her house or carpet and certainly not the Kirby. I am sorry Mrs. ****** holds the Kirby and or sales person guilty as such but it just isn't possible. If we had charged her for a cleaning we would have tried to rectify it like a cleaning company would. That would be by trying to clean it again. She clearly indicated that she would not of let that happen if that had been the case. We certainly are not going to pay to have a cleaning company go to her home. We also are certainly not going to replace her rug. We will however if she would like, go back out and shampoo it again.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A young man knocked on our door around 8:15PM, offering carpet cleaning services. He said that the young men cleaning the carpets are earning college credits at ******** ** University. The free carpet cleaning is to promote their business, and if we like it, he asked that we tell our friends and relatives as word of mouth advertising. They were new to the area and wanted to provide this free carpet cleaning to show their service. He never disclosed what company he worked for, or what the underlying purpose of his visit was. He came in and looked at the room we wanted to have cleaned, he said it shouldn't take more than an hour and called someone to come down and start. Two guys showed up with a couple big boxes which had the Kirby logo on the side. We showed them the room and they said it shouldn't be a problem. One guy leaves and the other one starts unpacking all these vacuum accessories and equipment in our living room (the room we wanted to have cleaned was a bedroom upstairs). He said he wanted to show us what the vacuum is before he starts upstairs. We figure that's fine, but this leads into a full on product demonstration where he showed us different attachments, he vacuumed the couch, the floors, and kept trying to emphasize how great this machine is. He told us stories of why it was so great, that he had a ***** **********, 3 ****** room mates, and a young ******** so he uses the Kirby at his place. He explained that he does the whole Kirby thing while going to school at ********* Community College, and he wanted to be a firefighter but was on the waiting list. Things just weren't adding up. Then, even before he goes upstairs, he says he has a great deal to buy the Kirby machine in all its glory for only $1,995, but wait! If we trade in our old vacuum (which is less then 2 weeks old), he'll knock $100 off, and then another $100 for letting him do the demo. We said no. He continued to demonstrate the machine instead of cleaning the carpet. He poured baking soda on our rug, vacuumed our mattress and proceeded to pick apart our vacuum to say it was inferior. He asked us again if we wanted to buy it, again we said no, so he called his boss and they lowered the price again. With the new offer of $1,495, we said no again, so his "boss" shows up 10 minutes later. He tries wheeling and dealing with us, saying that we make plenty of money and can afford $45/month. We continually say no, and the guy eventually vacuums and shampoos our carpet, leaving it very wet. Finally they pack up and leave... at 10:15pm!! The carpet was crunchy and the stain we wanted removed was still there this morning! These guys were misleading, invasive and obnoxious.

Desired Settlement: Don't let these guys continue to mislead people into letting them into their homes. It's false advertising and unacceptable.

Business Response: The Kirby company has done word of mouth advertising for over ninety years. We go by appointment or knock on doors to show the product. We make it clear that people do not have to purchase the Kirby but we will clean with it to show people how it works. I am sorry the client felt misled but clearly they new what was happening in their home. We do our best to clean carpets well in every home however there is no way we can make every carpet come out well due to the many conditions that each carpet has. Again we apologies for your experience and will work at creating a better atmosphere in people's homes. I appreciate your input.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Kirby (DC Distributors) of Wilmington owned/operated by ******* ******* of Manchester, N.H. called our home number in a telemarketing solicitation phone call during the week of January 23rd and offered "free carpet cleaning" SERVICES JUST TO HAVE THE OPPORTUNITY to discuss purchasing Kirby vacuum cleaners and present their sales pitches. I agreed to an appointment for home visit 1/28/2012 at 3pm. I told them that if they could remove a rug stain (red drink punch) from our existing bedroom carpet that we would consider buying a Kirby. Kirby of Wilmington agreed to the appointment and never showed up for the appointment, no follow-up phone call from any of their staff to warn about a no-show. Two days later Kirby of Wilmington calls to ask how the free carpet cleaning went and regretfully I had to inform Kirby of the no-show, no-notice appointment. We re-scheduled again for another appointment for 2/1/2012 at 7pm. Again another NO_SHOW-NO_NOTICE appointment where we postponed other activities only to be disappointed with 2 no-shows. Too MANY Excuses... I wonder what excuse they have this time...!!!! UPON doing a BBB business complaint lookup ITS NOT WORTH DOING ANY SORT OF BUSINESS with this entity of ******* *******.

Desired Settlement: Mr. ******* ******* could offer a "free vacuum cleaner" just for our troubles of waiting for his NO_SHOW appointments twice in a row.

Business Response: Our rep was scheduled to run this appointment i am very sorry but the reps car broke down on his way to your house and did not inform us until the next morning that he did not go to your home at that point i relised this was the 2nd appointment we failed to show up on and did not bother to call you the next day becuase i already knew u would not give us another chance i am very sorry and if u want a free used vaccum that we have here you are welcome to come pick one up they are all trade ins from customers i am very sorry

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns.


BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 23, a sales representative came to my house to demonstrate the Kirby system. Upon demonstrating the shampoo feature of the product, black stains started to appear on my ivory colored area rug. As the representative contiued to work on the area of the stain, the problem became worse instead of better. Not wanting to risk furture damage to the rug, I asked the representative to stop at which time I asked the salesperson what was the process for getting my rug fixed. At one point the salesperson quipped, I could buy the product. This I found to be rather rude and unprofessional considering the damage he had just caused to a rug less than a year old. Upon further discussion, the sales representative thought that the stain may resolve itself once the rug was dry. I was instructed to use Windex on the spots. Following these instructions, the stains went from black to brown. On April 25, I called the company's main office and spoke with a manager who assured me that someone else would be sent to clean and repair the damage to the rug. In this discussion, it was apparent that the sales representative had not reported the incident to management. After not hearing back from anyone from the company, I called again on April 30 and spoke with the same gentlemen who once again told me that it would be taken care of. It is now a month later and I have not heard from anyone regarding the damage to my rug and a resolution.

Desired Settlement: I want the company to repair the damage to the rug and if the stain can not be removed I want the rug replaced.

Business Response:  The Kirby company is not a carpet cleaning company and people do not pay for thier cleaning because it is free so that we can show the product. When we clean a rug we never promise or insuate that we can make a carpet come completely clean, and certainly not with stains. No carpet cleaning company promises stains will come out. There are many stains that can't come out. It obviously is not our fault that the stains didn't come out. If she decided to try other cleansors I don't blame her I would have tried myself. We went in good faith to clean the carpet and tried to take out the stains. we are at no fault. I have never told her that I would send someone else out. I have no idea who she spoke to???  We never do FREE recleanings we are not a shampoo company and profitted nothing. Perhaps she could call a company that is.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

[My issue is that the stains referenced in my complaint was caused by the company reresentative, when he attempted to demostrate the shampoo feauture of the kirby system and the company's assertion as to the stains being there prior and my expectations of them removing it is false.  AS I HAVE STATED SEVERAL TIMES - THE NATURE OF MY COMPLAINT WAS THAT THE STAINS WERE CAUSED BY THE REPRESENTATIVE, which is why i called the company to rectify the problem they caused.  I specifically asked the reprenstative before he left my house what was the protocol when they caused damaged to someone's property.  He said they (the company) would correct the probelm.  I called first thing monday morning (first buisness day after the incident), the gentleman would not give his name, and based on the response to my complaint I now know why, but assured me the problem would be corrected.  When I spoke with him, he mentioned that the representative that came to my house was new and  he hadnt completed the minium of 20 passes of the vaccum prior to shampooing which is what caused the stains.  He seemed miffed that the representative tried to hide the incident by not reporting it to his manager.  He then assured me that one of the company's more experienced representatives would be sent out to corect the problem as the company was at fault.  He took my number and available times and promised to get back to me.  After severals days of not getting a return call, I called friday and there was no answer.  I called again saturday and the same gentleman answered the phone again and was able to identify me immediately without me giving my name.  I was told that he had not forgotten and he was working on the situation. I never heard from anyone and all subsequent calls to the company went unanswered which is what lead me to file the complaint.

Also, the company should be mindful of their buisness practices.  The  company respondent mentioned that they are not a carpet cleaning service but this was not made clear until the representative was already set up in my house.  When I was called about the appointment, I was told that a friend was given  a gift certificate for a free one room carpet cleaning and could not use it so she passed it on to me.  When asked what this was all about, I was told that they were a start up and now doing buisness in the area.  At no time during this initial conversation was it mentioned that they were selling a carpet cleaning system.   But rather I was lead to believe they were a new carpet cleaning service looking to generate buisness. And neither was this told to my friend who had given them my name.  Like me, she was under the impression that this was a new carpet cleaning buisness and had passed this "gift certifcate" on to me because I had just moved into a new home and she knew I would be looking for someone to clean the carpets on a regular basis.  So if the company repsondent  wants to use the fact that they are a sales company and not a carpet cleaning service as a defense as to why they are not liable for the damaged caused to my property then  they need to be mindful of their elusive sales pitch.

 
I will be submitting before and after pictures of the rug in a subsequent response as I do not have the files on this computer. ]

Regards,

******** ********

 

 

Business Response: The kirby company world wide shampoos thousands of carpets daily. If the kirby indeed stained rugs we all would be out of bussines. We shampoo carpets that are worth ten's of thousands of dollars all the time. When we are invited into homes many carpets are full of solid dirt because vaccums today are awefull at cleaning embedded dirt. when any moisture is put in a carpet that has enbedded dirt there is always a chance that "wicking" can occur during or even weeks after shampooing a rug. Moisture can also accent spots that were not well seen. Also some less expensive carpets are more succeptable to staing and damage. It is for that very reason some people buy them and replace them regularly. We did not damage her carpet and have no intension of replacing her remnant.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

[The care and attention given to a person's property shouldn't be determined by the price or the value that the respondent has placed on it. It was my personal property and when the representative left my house it was in worse condition then when he came. I have repeatedly said that it was because of the represenative not following proper protocol as  prescribed by the company to carry out their sale's presentation and  as later relayed to meby the company that my property was damaged.  I never said it was the machine itself.  When you come into a person's home you should give the same care and respect to their property no matter what the cost.  Calling my rug a remnant because it did not cost tens of thousands of dollars is insulting, disrespectal and unprofessional.  In this economy people work hard to obtain and maintain the things they own and your company needs to be mindful of that. The value of a person's property runs deeper than a dollar amount.  People are allowing you into their home and you are dealing with their property and they expect that you will not place judgement on how you treat their property by a dollar figure or whether or not you feel you will make the sale. Every item and surface you touch needs to be respected and  treated with the same care and dignity no matter what. I was repeatedly told by the representative that he was at fault, that he would do whatever was needed to rectify the problem and this same sentiment was reiterated repeatedly when i called the company directly.  But now, rather than being professional and accountable, the company has decided to redirect blame by first hiding behind "we are not a carpet cleaning service" (although they represent themselves as one until they are in your home) and then by insulting someone's property. The company is using evasive buisness practices to gain access to people's home, their sales representatives are being disrespectful towards people's property by not following outlined protocol when its not of a certain cost, they are promising people actions that they are not following through on and are accepting accountability for none of it.  ]

Regards,

******** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/9/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 26, 2011 I purchased a Kirby vacuum. After using it once I realized it was entirely too heavy to maneuver. I called the company to cancel the purchase on July 29th. The employee took my name, number, and reason for call and promised a manager would call back. While waiting for a call that never came, I mailed a copy of the cancellation notice as the instructions on the sales agreement stated, and brought it directly to the post office to ensure it would be postmarked by the required 3 day limit. On August 1st I called to schedule an appointment to have the Kirby picked up. The manager claimed he had not checked his mail yet and would call back to set up an appointment. I did not request the vacuum I traded in to be returned, and I did not make a down payment, so I assumed a representative would contact me to pick up the Kirby within 20 days, after which date the sales agreement states the customer “may dispose of the goods without further obligation.” I was perturbed when I received a billing notification, and called the distributor. The manager claimed the office never received the notice of cancellation, but he agreed to check the records more thoroughly. I called the billing company who accepted a faxed copy of my cancellation notice. The following day the manager actually returned my call and stated that he had no recollection of my previous calls, and no cancellation notice was found. I offered to mail or fax another copy, and even offered to bring the Kirby to the distribution office so they could verify it was in perfect condition. The manager maintained it was too late. I expressly followed the directions for cancellation written on the sales agreement, however when the notice of cancellation was quoted to the manager he stated that his company didn’t write it, it was a general form written by a consumer agency. I was under the impression that a signed legal document was binding for both parties involved. I have since left my name and contact number for the General Manager twice.

Desired Settlement: I would simply like to return the Kirby and have the account closed. This does not require any deposit return, and I am not requesting compensation for the vacuum I traded in.

Business Response: Customer did not cancel in writing within 3 business days as stated on contract as stated in the state of MA is why we did not pick it up

Consumer Response:

Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

The cancellation notice was mailed by the deadline, and phone calls of complaint were made both before and afterward.  The fact that you fail to have documentation of any of these transactions is not the fault of the customer.  My phone bill indicates not only that the calls were recieved, but that your company neglected to return the calls.  Poor management of customer interactions does not permit you to dismiss a valid cancellation.



Regards,



***** *****



 

 

 

 

Business Response: we have canceld the contract and returned the equipment

Consumer Response:







Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.







Thank You,





***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/2/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Thursday, August 4, 2011 a salesman ****** ‘***’ ******** came to my home with the intent to sell me a Kirby vacuum cleaner. During the sales presentation *** made several statements that I later discovered to be false. His statements included my cancelation options. My cancelation options were 3 business days to terminate the credit agreement and 30 days to return the vacuum cleaner if I was not satisfied with it performance, per *** ********. After I agreed to the purchase and executed the appropriate paperwork I learned the vacuum I purchased was the one used in the demonstration. At that time I insisted on a new and never used vacuum. That evening at approximately 8:30PM Mr. ******** returned to my home with a new unit. At that time my husband told *** we did not want the unit because of the negative experiences other friends and family members have had with Kirby. In response *** said he had a long ride home and needed to leave. *** then left, leaving behind an unassembled vacuum in my living room. The only paperwork left behind was a carbon copy of the retail installment sale agreement. This document did not include information on how to return the unit, only how to terminate the retail sale agreement. On Monday, August 8, 2011 I returned the carbon copy of the Notice of Cancellation by ** ****** **** to ** ************ per the instructions on the form. After several days passed with no response from ** ************ I researched the company online and found a phone to call them directly to follow up on the cancellation I mailed. On Monday, August 15, 2011 I spoke with **** ******** who identified himself as ***’s manager. Mr. ******** stated the cancellation was not received by ** ************ and I am now bound by the retail sale agreement. He also added the cancellation should have been sent certified mail. He stated ** ************ receives many calls from customers whose cancellation notices were ‘lost in the mail’ when not sent via certified mail. The agreement does not require cancellation be sent via certified mail, but simply states to mail it. When I further inquired about returning the physical unit as it was under 30 days he stated that was incorrect and I was misinformed. As I pressed my position and the many inconsistencies, Mr. ******** told me he would speak with the owner of the company on my behalf and would terminate ***’s employment for all of the false statements he made to close the sale. I was to expect a return call from Mr. ******** the next day Tuesday, August 16, 2011. Mr. ******** did not return my call on Tuesday. I called Mr. ******** on Wednesday, August 17 and was told there was no change in the decision and the owner declined my request to speak with him directly about my concerns. I was also informed that Mr. ********’s employment was terminated the previous day for making false statements during the sales process. In this conversation Mr. ******** made many rude and disparaging comments about my character. Many false statements were made and there are inconsistencies in the contract I signed (dates, obligations, serial number, etc.). For these reasons and others I remain steadfast in my decision to void the contact. I also wish to have my deposit returned and to return the unit. The unit remains unused and in the same place where it was left by Mr. ********. By your own admission false statements were made by Mr. ******** which resulted in his termination.

Desired Settlement: I would like ** ************ to remove the Kirby unit from my home, return my deposit and void the retail agreement.

Business Response:

Bought on Aug 4th and waited until Aug 15th for 1st time to contact me to cancel. We never received. Now she is in litigation with us . Cancellation policy is clearly on contract.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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