ComplaintsforKirby Vacuum Sales & Service
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
10/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
10/21/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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 response
10/21/2022
DC Distributors264 North Broadway Unit 103Salem, NH 03079
Customer response
10/21/2022
DC Distributors264 North Broadway Unit 103Salem, NH 03079
Business response
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
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
Initial Complaint
10/20/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Originally, I was contacted to make an appointment for a cleaning. When the person arrived for the cleaning he demonstrated the product, and I purchased. After using the product on my own for 3 days, I decided this product was not for me- it was too heavy, hard to navigate and connect, and hard to determine if it was working properly. I read the cancellation and signed in the required time (16OCT2021 by Midnight, as stated in the notice of cancellation). I emailed the company on the date of cancellation and mailed the cancellation the next available day (Monday18OCT2021). The company refuses to give me a refund, even though I met the requirements of the cancellation policy. It is my right as a consumer to return a product I am not happy with. I met all the requirements, and they said "in the fine print" (which there is none on the cancellation policy) that I needed to have my cancellation post-marked by the date of cancellation, however, that is not stated in the cancellation policy.Business response
10/26/2021
Business Response /* (1000, 5, 2021/10/20) */ Good Afternoon, The cancellation policy states that the notice of cancellation is to be signed and either mailed by, hand delivered, or by telegram no later than midnight on 10/16/21. Attached you will find that the post marked cancellation was not mailed until 10/18/2021, therefore we will not accept this cancellation. If you need help using the Kirby please don't hesitate to reach out to our office at XXX-XXX-XXXX. Thank you. Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cancellation policy was gone over by the seller on the date the contract was made. The requirements for cancellation to be post marked are impossible to meet given the intermediate business (post office) that is needed to execute this cancellation on a Saturday . I sent an email (modern technology as opposed to telegram) explaining I wanted to cancel and that I had signed. I made every effort to get the cancellation to the intermediate business needed as soon as it was humanly possible. Please, I am begging you I just want to cancel and return this product. Business Response /* (4000, 10, 2021/10/25) */ Good Afternoon, Ms. ******* ******* contacted the manufacturer on Saturday October 16th. They advised she needed to cancel with our distributorship specifically within three business days of the contract date and she failed to do so. We can not accept this cancellation as it was sent outside of the legal cooling off period. Please see attached. Thank you
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.