ComplaintsforKOF Associates

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased and initiated return within the standard 3-day window. The unit was returned and picked up on 3/27/24. Although the refund was supposedly initiated on 3/27, I haven't received any documents despite multiple requests. There has been no communication from the company since 4/3/24. Despite assurances of looking into the refund issue, there has been no follow-up. Numerous attempts to contact via office number and *******'s personal cell phone have been fruitless, with ******* ceasing to reply on 4/3/24. When we raised the issue with a door-to-door sales rep on 4/13/24, they promised to investigate but never followed up. HQ is now involved and has opened a case. It has been 19 days since the unit was picked up, indicating a lack of professionalism in their business practices.

  Business response

  04/26/2024

  This customer was refunded, unfortunately I was dealing with a health crisis and advised ************* and apologized for the delay. I do not find it appropriate to post his credit card refund on this website how ever he has received it 

  Customer response

  04/26/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was never mention of illness nor any form of professional communication from the business owner or said employees. I opened a formal case with headquarters since all communication seized from your company on 4/3 and no one ever answers the office phone. **** from HQ had shared that the refund was pending in 4/22 and we have yet to receive said refund to our account for the unit that was returned/picked up on 3/27.

  This case will remain open until our money is fully returned for form of legal documentation.

  Regards,
  
  *****************************
  
  
  
  

  
  

  Customer response

  05/08/2024

  The business finally refunded us our money on 4/30/24 after waiting over a month. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The representative "******" owes me $200 for referrals. He has sent me several text messages stating he is going to pay me and he asked me for my cash app promising to send me the $200 he owes me. I mentioned to him that I don't usually participate in providing referral information but, he said he would really appreciate the help because most of his sales come from referrals.

  Customer response

  02/05/2024

  Dear BBB,

  Thanks for contacting me regarding my complaint. The KOF Associates has not address my complaint with me.  Thank you 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  KOF also does business as ********************** and GKS. On Friday, April 21 ************************* demonstrated the Kirby vacuum. I made a decision to purchase and she called in the business person *** to execute the sale. On April 24 I called and said I'd like to cancel the contract. *** called and they both came that day. ******* packed up the machine, while *** walked me through steps to cancel the contract, a phone call and a signature. I specifically asked if I needed to sign the bottom of the original contract. He said no, everything is taken care of. On May 30, I received letters from the creditor, *********************** I called and informed them I cancelled the contract. The representative shared she would reach out to the distributor to see if they are late submitting the paperwork. On June 5, I received a call from the distributor. A manager said she had the business person on the line to "jog his memory". As a manager, she claimed no records of the cancellation had been turned in to her. She continued to ask for evidence from me which was irritating and a bit insulting because she assumed I was lying. The only thing *** said was, "Are you the lady with the 2 kids?" I said "Yes. I'm the one with the twins." I looked for my records and realized what I signed on 6/24 had imprinted on the original contract. I offered to drive and drop off the hard copy to the office. The manager asked me to text it. On Tuesday, June 6, I received a call from the creditor, *********************** who shared they received a call from the distributor that they had no records of my cancellation. On June 17, I emailed my evidence to the company (see attachments)I never received a reply.This past week, I received a payment notification from *********************** I forwarded the email I sent to KOF/GKS to the credit union.

  Business response

  08/03/2023

  There is a 3 day cancellation policy required by law, when purchasing the equipment it was financed and a thorough verification process was completed making sure the consumer knows their information and understand the terms the finance company has has the original contract that was not signed for any cancellation. We received no cancellation or had any communication about return until over a month later, When reading what was said in the complaint listed which is the exact email sent to our office in June it states she signed cancellation in June which is far past any cancellation date if the product is able to be produced by the customer we would be willing to work with her on a return but we would need the equipment back to process any kind of cancellation 

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I purchased the equipment in Friday, April 21. On Monday, April 23 the salesperson and business representative returned to my home in person and 1) picked up the equipment and 2) walked me through several steps over the phone and paper to cancel this contract. The salesperson and the business person have the equipment and the documentation. 
  

  The reason the issue was brought up later is because the customer was not notified or had no reason to question the cancellation until I received statements in the mail from the creditor.

  All of my information is in the documents attached to the complaint. 

  Regards,
  
  *****************************
  
  
  
  

  
  

  Business response

  08/21/2023

  This case is being resolved privately 

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that the statement that the issue is being resolved privately is correct. The national Kirby customer service office was able to negotiate a satisfactory resolution to this matter. The contract was cancelled. This matter has been resolved. 
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There were a few salesmen that came to my home in July 2021. They asked if I wanted room of carpet cleaned for free. I allowed ******* into my home for the demo. She then called ****** in to close the deal. I said to then more than 3 times that I could not afford to get the vacuum. They pressured and kept pressuring me. My witnesses to this are my daughter and my husband. I said I did not want it nor could I afford again and again so much so that I did not fill out the paperwork. The paperwork was filled out by ******* (sales person) . Neither that said I was told by Mr. ****** that half of the purchase he would pay for as long as I come and work for him. It’s was to be between the two of us. I contacted the finance office and I was instructed to contact the KOA office. I contacted them and I was given a different number. There is a lot of finger pointing back and forth. I never actually received any help and now I am stuck with this vacuum cleaner that I do not use or want. Why is there not some way for customers to resolve their issues with this company especially if we decide that we do not want this product? Why are customer pressured into purchasing the vacuum cleaners? No one should be pressured into making a purchase they clearly say they cannot afford it. Now should I be liable for paperwork that was filled out by their representative? I don’t think so.

  Business response

  03/15/2022

  I would like to Apologize for the delay in response these were somehow going to an inactive email from 6 years ago,  We offer a 3 day cancellation notice known as the "cooling off rule" the customers are required to sign the paperwork at time of purchase and the finance company speaks to the customer directly on the customer's phone (the finance company will not under any circumstances move forward if this step is not taken) the phone number that the finance company speaks to the customer on has to be linked to the customers credit bureau and that is in an effort for the customer to feel more comfortable and during their verification they ask about any special arrangments that were made and if the customer is comfortable with both downpayemt and monthly payemnt, everyone one who works inside of the office is more then willing to do a video call and assist customers at any time during normal operating business hours, we do schedule for representatives to come out to customers but it has proven to be a lot more convenient even for the customer to do it by video as it can be done the moment they call  in requesting assistance while they have the  machine usually out and were trying to do whatever they needed assistance with,  please feel free to let us know if you would like a representative to come out or a video chat for assistance. 

  
  

*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. ↩