Vacuum Cleaners
Kirby Vacuum Sales & ServiceThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/07/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new Kirby vacuum on 4/24/2024. I already had the previous model. The sales man asked if Id be willing to trade my old one for a new one for a significant savings. He told me the price after my trade in and it was the exact same price as I paid for my original vacuum. I provided my old contract as proof and declined. After going back and forth the sales *** offered to have my old vacuum cleaned up for me free of charge if I still went ahead with the new purchase stating I could have a vacuum for each floor as their equipment is extremely heavy. I agreed. He took the vacuum when he left on 4/24. I have yet to get a straight answer when it will be returned, I think my property has been sold or misplaced. Its been over 90 days. I have contacted the finance company to complain and also Kirby several times. I was promised yesterday that I was a priority and it would be expedited back to me by end of business. Well here i am today disappointed again! I want my equipment back as I paid over $2000 for it. They are and continue to be in breech of our contract dated 4/24/2024. I would never have agreed to purchase the new equipment or given them my old equipment if I new they were going to be scam artist who intended to steal my property.Business Response
Date: 08/19/2024
Issue has been resolved. *************************** machine was returned to her as promised with repairs promised.Business Response
Date: 08/20/2024
A replacement machine was delivered last week. Issue resolved.
Initial Complaint
Date:08/01/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/24/2024 this company came to my home and I purchased a Kirby Vacuum from them. We negotiated the price down to $1200 and would be financing it. I asked the manager who was standing in my living room if it was interest free financing. He stated "the $1200 includes interest". I completed the paperwork. Then I reviewed the financing paperwork to set up payments and realzied that I was completely lied to. The $1200 did NOT include interest and I am now being charged and interest rate of 22% making the total cost of the vacuum almost $2000. I have tried to contact the company with no success.Business Response
Date: 08/20/2024
After extensively searching for ************************* file there was no result, after further investigation this machine was not sold from our office. Please remove complaint from our files.Initial Complaint
Date:06/03/2024
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the afternoon of May 22, 2024, sales representatives of DC Distributors, LLC knocked on my door and offered a free demonstration of their residential KIRBY floor cleaner. After the demonstration, I purchased one of the KIRBY cleaners. The next day, however, I decided that I would cancel the purchase pursuant to the terms of the purchase contract.The purchase contract, dated March 22nd, provides that "the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction". This cancellation provision provides that the notice be sent by mail or telegram.On Friday, May 24th, I contacted one of the sales representatives, ****, to let him know that I wanted to cancel but, given that I cannot walk or drive -- since, as he knew, both of my legs had been broken in a recent accident and were in casts -- and asked if there was another way for me to deliver my notice of cancellation, perhaps by email. **** agreed to try to find out, but I did not hear back from him.The next day, Saturday, May 25th, I repeatedly called the offices of DC Distributors. No one answered so I left detailed messages asking for them to call me back. I did not receive a return call that Saturday.The weekend of May 25th, 26th and 27th was Memorial Day weekend.On Tuesday, May 28th I again called DC Distributors and spoke with a woman named *****. I asked if I could email my notice of cancellation rather than mail it. She told me I could not cancel because it was beyond the three business day cancellation period.Under federal law business days are Monday-Friday except for federal holidays. I mailed my notice on Tuesday, May 28th (the day after Memorial Day), and believe I mailed my notice within the proper "three business day" cancellation period. The company says Saturdays are deemed a business day for purposes of door-to-door businesses and thus the period ended on Saturday, May 25th and they refuse to issue a refund.Initial Complaint
Date:05/02/2024
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been suddenly receiving unwanted phone calls from this number and I am on the do not call registry do not call me againInitial Complaint
Date:10/05/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 30, 2023 I paid $1000 for a Kirby vacuum. The company told me I had until July 5 to change my mind. I used the vacuum on my own, for the first and only time, the very following day, and the vacuum was not working the way it was when the distributor showed me. I have an injury in my shoulder from January, and it was impossible for me to maneuver. I took a video of the machine, jumping, and how impossible it was to push. On July 2nd I called the company and left a voicemail explaining that I need to return the machine. I called again on July 3 and left another voicemail. I then called again, twice, on July 5, where I finally spoke with the office person, and that person told me how to return it. she gave me the exact location to bring it to and told me I had until 10 PM that night to mail it out. I went to that location, and they had no receipt of me mailing out the return form, so what I did was called DC distributors and took a photo of my envelope in the store, proving that I mailed it. I called DC distributors for a month straight, and no one returned my calls. I then called the manufacturer, who tried to get DC distributors to return my owed funds, but they were unsuccessful and have no legal rights over them. The owner Charles S****** was rude and demeaning, and did not care that his office manager intentionally gave me false information on where to mail out my return form- knowing that there would be no proof that I mailed it. I believe they scam people like this all the time. I am asking for my thousand dollars back, and to return this machine that I cannot use, as I did my part on returning the way I was told to, and according to the contract. I have pictures and phone records, including an 11 minute conversation I had on the fifth with DC distributors, to prove everything. If this route does not work, I will need to bring this into court. I want my money that is owed to me, as my intent to return was well within the window of the contract period.Business Response
Date: 11/03/2023
Good Afternoon,
We have received *** ***********'s pictures and spoke with her. We have picked up her Kirby equipment and her refund check is in the mail.
Thank you
Initial Complaint
Date:10/21/2022
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A sales person showed up at my house unannounced and used aggressive sales tactics in an attempt to gain access to my residence. The man assumed he could walk into my house and I had to hold my storm door closed to show him that he was not welcome. He then attempted to use guilt to convince me to let him in my house. I showed no interest in his cleaning service at any time during our exchange. This entire experience was uncomfortable and I did not feel entirely safe around him. These sales tactics are deplorable.Customer Answer
Date: 10/21/2022
DC Distributors264 North Broadway Unit 103Salem, NH 03079
Customer Answer
Date: 10/21/2022
DC Distributors264 North Broadway Unit 103Salem, NH 03079
Business Response
Date: 11/01/2022
Good Afternoon ****,
We are sorry that you were treated poorly at your door. The representatives are instructed to be extremely courteous and presentable at people's doors. We do not tolerate aggressive behavior when canvassing as it can lead to complaints like these as well as police getting involved. It was unacceptable and has been addressed with our entire organization.
Thank you,
DC Distributors
Business Response
Date: 11/01/2022
Good Afternoon ****,
We are sorry that you were treated poorly at your door. The representatives are instructed to be extremely courteous and presentable at people's doors. We do not tolerate aggressive behavior when canvassing as it can lead to complaints like these as well as police getting involved. It was unacceptable and has been addressed with our entire organization.
Thank you,
DC Distributors
Kirby Vacuum Sales & Service is NOT a BBB Accredited Business.
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