ComplaintsforKirby CO of Washington PA

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Bruce, Kirby salesman, brought a repackaged Kirby vacuum in our house. He used a filter and then took the filter off and used it in our house (now making it used). Initially bought a Kirby vacuum on November 15th, 2023. Sent a return request on November 18, 2023, within the three day cool down period per the contract. According to the tracking number, Kirby Company received it on November 20, 2023 and they (Don and Bruce) picked the vacuum up from our home on November 21, 2023. When they pick the vacuum up, they threatened to slander our names around the community. According to the contract, all money/deposits would be returned within 10 business days (it was a $100 deposit). Towards the end of December 2023, after not receiving the returned $100 deposit, I called and spoke with the owner, Don, who said the check would be mailed out at the end of the month. Still haven’t received anything since and have called each month (January/February/March/April). The secretary says “Don will get back to you” and never does. In April, I called Bruce and he told me “Well you’re probably not getting it back because of the restocking fee” and then hung up on me. However, the product was used in our house without the filter and does not need a restocking fee. I have photos of contract and videos of them taking the vacuum. They are too large to upload here.

  Business response

  04/10/2024

  From: Don D**** <************************>
  Date: Wed, Apr 10, 2024 at 8:18 AM
  Subject: Re: You have a new message from BBB serving Western Pennsylvania: complaint #********
  To: Better Business Bureau <***********************>
  
  
  There is a restocking fee of $550 and never got it from the customer. The only thing that we got was $100 down payment.
  

  
  

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The contract does not state anything about a restocking fee of that much money. This was never reiterated to us at all. The contract only says 20%. Like I said, previously, the product was used without the filtration system while it was still in the salesman‘s hands so it is used. Also, Don told me over the phone he would be refunding me the $100 by the end of December. I do not accept this offer and I don’t appreciate how they have been treating me
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/18 I purchased a Kirby vacuum for $2800.00. This was from a home demo by Don. I tried to use it on 7/20. I had a very hard time with the attachments. I have Parkinson’s and menirre’s disease. So with the shaking and balance problems I have a hard time changing the attachments. I called ************ on Friday, 7/21 and left a message for them to return my call. I never received a callback. I called on Saturday, 7/22 and left another message. They called me Monday, July 24th. Said I only had three days to return and get refund. I told them Friday was three days.

  Business response

  08/17/2023

  Everything has been handled she got her money back she got her $2,800 back we picked up the Kirby and she got her old sweeper back everything's been handled thank you
  

  
  

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