ComplaintsforRocky Mountain, Inc.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the ***** and it has been leaving streaks on our floor and would not work properly. The product was defective. We have asked for it to be returned because it has failed and we only had a 3 day return policy. Because after 3 days the company knows that the belt on both the vacuum attachment and washer attachment fails after prolonged use, more than one room in one session.If you run the vacuum for 10 minutes to clean one level like they suggest then follow with the steam cleaner attachment the water gets onto the hot belt and the vacuum doesnt work properly.We have not physically received any information on the return policy, email or paper, but after we made a complaint to the company they said you only have 3 days to return it.We dont necessarily want the refund but we dont want the vacuum and we are not going to pay for something that doesnt work.We have paid 140 of the 1400 dollar bill

  Business response

  04/10/2024

  Hello *************************, you were given multiple copies of your paperwork, like we have for many thousands of customers when you purchased your machine from us. We must get our reps paid and its disclosed in multiple places our return policy (which is a federal law, that we abide by) is on the short end. We teach you how to use it at home where you made the purchase after we demonstrated it, and after you agreed our equipment is amazing. As for the black marks, we run these machines with the same belt 8 + hours a day with no issue or wear or markings on any flooring. The only way this happens is if the user does not attach the belt properly and ***** it up. This is very clearly what happened. We have offered to show up to your home to help you with this issue, it seems youre more interested in complaining about this more than getting it resolved. We will be here when you want to learn your machine as there are some guarantees for life. All of our customers like that, please feel free to contact us for correcting the issue of not being able to hook up the belt properly. We also have an app with videos we encourage you to watch if you wouldnt like in person help. All the best Mrs. **

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled within allowed time, sent certified mail. Received acknowledgement that it was received. PCI does the financing and advised me they will be processing a payment this week. I told them I cancelled, texted the mail receipt, but they said that info has to come from RMD, Inc. (Mark). He is always in a meeting when I call, and does not return my call. I set up (3) appointments with MJ/Representative for RMD. He is a “no show “ and not responding to my calls/texts. Once this weekend hits, the sale is final.

  Business response

  12/09/2023

  Ma’am we scheduled you 3 separate times to my knowledge. Communicating with you was incredibly hard as you would not return our calls and texts. We did pick it up, we charged you nothing. You filed this complaint after you made an appointment with us that we showed up to. I have no idea why this is even a complaint, it was scheduled 24 hours after our first contact with you wanting to return it. You were not there when you said you would be. Glad it’s handled to your satisfaction. I hope you follow through on what you told me and pull this complaint down.

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 28, 2023, a Kirby salesman came to our home for an in-home demonstration. He used the Kirby machine to try and clean a stain on our carpet. It did not work and they left our carpet looking so much worse with new purple stains all over from the cleaning solution they used. The salesman did not mention the mistake and just left the home. I reached out to the Kirby company who helped find the distributor responsible but took no responsibility for their distributor's actions and will not do anything to rectify the situation. The distributor will not do anything about the situation either as they claim no wrongdoing as there was an existing stain. The original stain was not as noticeably different in color from the carpet whereas the purple is glaringly different. Our carpet was purchased in 2020 and now our only option appears to be replacing it at our own expense. This has been an extremely disappointing and frustrating experience.

*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. ↩