Complaints

The 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:06/23/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 HAD A IN HOME DEMOSTRATION FOR A KIRBY VACUUM. THE ***** THAT WAS WRITTEN DOWN BY THE ***** REP FROM THE MIDWEST DISTRIBUTING COMPANY WAS FOR $900 AND I WAS CHARGED AROUND $2K. I HAVE TRIED TO REACH THEM AT LEAST THREE TIMES BEFORE THE 30 DAY BACK GUARANTEE EXPIRES, WHICH IS ON 06-27-23. NOBODY HAS TRIED TO REACH ME AT ALL. I HAVE REQUESTED AN EMAIL RESPONSE ALSO IN ONE OF THOSE CONTACTS I MADE TO THE DISBRIBUTOR AND NO RESPONSE WAS DONE THRU EMAIL OR PHONE.

  Business Response

  Date: 07/13/2023

  To ****, 

  We apologize for any price difference that was offered to you by the representative.  Your representative is no longer under contract with us.  We have reached out to him and have not received any communication back.  We will be making a call to request you to send us the offer you found in your home.   We will then go forward with making a decision of a refund for you.  Thank you and appreciated your assistance with this matter.

   

   

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  November 11th 2022 they knocked on our door claiming to be a new small local cleaning service business in our area. They are actually a sales company for Kirby vacuums & are not even located in my state. They entered under false pretenses & only AFTER we allowed them in did they admit to being a sales company there to pitch a sale. We decided to trial the vacuum. They shampooed an area of our floor (claiming it was to be dry within an hour) & left after the purchase agreement was made. 24hrs later the carpet was still wet. I called & requested they come out to fix it & commented about canceling the sale. They sent someone out late that evening. He explained they put the shampooer together incorrectly & thats why it hadn't dried properly.Nov 14th We decided to cancel within the 3 day trial period & called to request cancellation. We were told someone would bring us our trade & a refund check & pick up the machine. A different man stopped out & said he had just been told to come out. He did not have a check for us, he did not have our trade. He offered us a second machine at no cost to trial for a few more weeks (because our complaint on the machine was having to swap pieces over every time we wanted to use it). The company now claims he never extended our trial period.Unfortunately I took their word & did not think to get it in writing. I would not have agreed to "try it out longer" without the guarantee that I could return it if I still didn't like it.We chose to return & contacted them multiple times with no response for weeks.January 2023 they agreed to a refund. It took another 20 days and multiple no shows on their end to pick up the machines. - February 2023 finally received our refund check. It bounced for stop payment. They sent out a new check a week later.Told us they no longer had our trade in & would not do anything to fix this.After multiple complaints they sent ***** broken replacements instead An Unethical Unprofessional Fraudulent business

  Business Response

  Date: 04/18/2023

   To Whomever it may concern,

   

  As you know Midwest Distributing Inc. is a factory distributor for the Kirby company and our main office is in ****.  We are a growing company and now currently have six other branch office that are independently owned but still receive their equipment from the **** location. ************************* is currently the owner of the ********* branch.

   

  From the beginning of the company we have followed a sales contract. There is a three business day cancellation policy printed on both sides where the customer signs and a sale representative signs.

  We explained this to **** when she called the second time to cancel. We did make an exception for her because she already called once during the cancellation period and choice to not cancel. During this call we did tell her it would be awhile before someone could get to her home.

  We were able to send ******* our ********* office owner to pick up her system. During this home visit **** decided to stay as a customer with another system in her home due to the ease of attachments.  As far as her being given a extended time of cancellation is something that is not permitted and against the contract. Midwest Distributing did side with the customer and allowed the return of the two Kirbys.

  We mailed a refund check to ****.  There was another sent out the next day. The second one was released because of our new system positive pay just started and her check number wasnt submitted in correctly. Which we informed her about.

  We heard from **** again asking for her trade in back. We unfortunately had to inform her that due to the amount of time that went by we do not have the trade in. We are not able to keep up with storage after 10 days. We explained we have trade ins available at equal value to send. She said she would call us back. 

  **** then opened a complaint with the Kirby company costumer service. It was then decided she would be happy with two filter queens. Which we mailed her. 

  Midwest Distributing along with the Kirby company feel we have done what we are able to do for ****. We honored her multiple cancels with her refund. We also supplied her with trade ins over the value of what was traded in.

   

   

  Please let me know if you have any further information. We apologize about the delay she had the complaint open with the kirby company then opened this one after we mailed the filter queens.

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  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 Kirby vacuum from this company on 10/4/22. I decided within the 3 day period that I wanted to cancel my transaction so I sent the cancellation letter to them via ***** which was delivered on 10/7/22. Since then, I have had to call the company multiple times asking when they are going to pick up the vacuum, return my vacuum that I traded in and issue me a refund ($90.65). The cancellation notice states that they are supposed to return my vacuum and issue my refund within 10 business days of receiving my cancel request and that time has passed. Whenever I call, I am told I will get my refund when they pick up their vacuum but they have yet to send someone to pick it up. I have even called the finance company to let them know I cancelled this transaction and when they reach out to the company to confirm, they get no response. This is extremely unprofessional and poor customer service.

  Business Response

  Date: 11/18/2022

  We wanted to update you on this dispute.  ************;contract to finance the Kirby system was cancelled on Oct 17th with ****************.  We apologized to ***** during our phone call with her after receiving this letter that her cancellation was honored and cancelled.  ***** should have received a phone call to let her know that the contract has been cancelled due to her cancellation request.  When speaking to *****, we informed her that her trade in was in a storage trailer that was moved.  We have now received her trade in back.  We have been trying to contact her to set up a good time to deliver her Shark to her.  Due to not being able to set up a time of the return of her shark the response to this complaint was delayed due to wanting to have everything closed.  As of now we have not been able to get in touch with her.  Thank you and we hope to strive to be more prompt in the future with communication with our customers on this matter.

   

  Thank you for your time,

  ********************************;

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18309703
  
  I am rejecting this response because: They have not been trying to contact me. I received a call yesterday with no message left and prior to that the last time they reached out was November 3rd (two weeks ago!) I still have not received a refund which should have been issued to me within 10 days of me cancelling regardless of them picking up the Kirby or not. I am curious to know who wrote the 'Notice of Cancellation' and why what's stated on that form is not being followed through by the company. I have attached it again (page 5) for further review.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/08/2022

  Per our conversation we have exhausted our resources of contacting ************************   We still hope *************** respond to us on our office line ************, office managers cell phone ************, or the field managers cell phone ************.  Thank you for your assistance with this matter.

  Business Response

  Date: 12/08/2022

  Per our conversation we have exhausted our resources of contacting ************************   We still hope *************** respond to us on our office line ************, office managers cell phone ************, or the field managers cell phone ************.  Thank you for your assistance with this matter.