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:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 surgery on the 16th of August. On the 17th a young lady came to my door. General anesthesia can take days to wear off according to the research I have done. I was also prescribed narcotics (which I have never taken until my surgery) and had taken about an hour prior to this woman showing up. I opened the door (not realizing my shirt was up exposing my incisions) and this woman handed me a thing of Clorox wipes and grabbed her stuff and came in. Now, I normally do not let people in my home that I do not know, especially salespeople. I have three small children and this world is scary now. She was very pushy about buying a kirby vacuum saying she needed the points for her scholarship and no matter how many times I told her I could not afford it she kept on and on. During this time, I told her I had just had surgery and wouldn't even be able to use the vacuum for over a month as I am not supposed to push, pull, lift more than 20 lbs for 6 weeks. Eventually I needed her to leave to pick up my children and she pushed harder about the sale. I told her I have no job, no income, and only make a small amount on child support. She got a loan approved through United Consumers telling them about a previous employer. I never spoke to the finance company. I have contacted Kirby and a gentleman has been trying to reach them but they are a private distributor and I have also called to no avail. I see now from ****** reviews that this is not unusual for them and many others were scammed and pushed into buying a vacuum from these people. I am a full time student. With three children. No job. I wouldn't have bought the vacuum had it not been for the pain medicine, anesthesia effects, and her pushiness. I just want my contract cancelled. They can even keep the vacuum they took from me. I just want the contract cancelled, the loan returned, and my sanity back.

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  On 8/23 two men came into our home and sold their used vacuum to my family; we had to file a prior complaint just for them to come pick it up and they still decided to provide false information in their response back. They even used someone’s name who doesn’t work in that building, in fact works for the warranty department that my fiancé has spoken with before and has her direct ext. We were informed that they would do a soft pull on our credit but noticed that there were TWO hard pulls, one from Kirby Center of Durham and another from ****** ******** ********** We have tried disputing the information but they continue to come back as accurate the same day the dispute is filed. This has been an ongoing process that I would like to be resolved at this time.

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  A salesperson with this company (*******) visited my elderly parents in a community with clearly posted no soliciting sides on June 21, 2022. After using aggressive tactics to talk their way into the home, they were able to convince my father, who is suffering from dementia, to purchase a vacuum cleaner for over $1200 on a payment plan through a third party finance company with the promise that it would "help their credit". This is a clear case of elder financial abuse and taking advantage of someone in an unwell state. The company representatives were very rude when my mother attempted to call and make a return and no help was offered. The product has yet to be used as my father was placed in a long term care facility within days of this event. The tactics used were unethical at the very least and borderline illegal. The company needs to make this right.

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  Purchased this machine on 6/23 and been trying to return it is like pulling teeth. The people at the location are very unprofessional. Theyve hung up on me, placed me on hold for long periods of times and even told me that, I make 130K per year, I dont care about 1 vacuum being returned, I sold 3 today, but will not cancel the contract before first payment is taken out in October. I was told by *************************** that they can cancel the contract BUT the people at the office has to give them a written notice. A lady named *******, THE MOST UNPROFESSIONAL PERSON IVE EVER MET, lets me know that she doesnt have to and will not be canceling it and good luck with trying to do so. She also thought she had me on hold and was talking about me, stating how she not canceling a thing and that she said ******** said they would, yea right! After I let her know that shes unprofessional and I was not on hold, she told me that she wasnt talking to me & to excuse myself and placed me on hold. I have been going back and forth for 2days now and they are literally giving me the runaround and laughing in my face at this point. They even keep directing me to ******** who said they dont have a problem canceling, they just need notice from them, and they refuse to do so. The ******************* continued to talk over me and expressed that somebody has to get paid so she doesnt have to and will not be canceling. The worst deal ever made & such a simple thing to do at this point that theyre making into something big. ******** doesnt even have my contract yet & its been a week now. The time stamp on the contract is even incorrect. I put down a $120 deposit and even requesting that back at this time due to everything Ive been put through. They even brought me a used vacuum and continue to say it was brand new meanwhile theyve never even showed us how to wash the carpet, they vacuumed for 2hrs, but still the carpet cleaner is half gone and everything has built up dirt in it

  Business Response

  Date: 09/07/2022

  To whom it may concern:

  ************************** purchase her Kirby on June 23, 2022. On her contract she had 3 business days to cancel her Kirby. She called Thomas Distributing ** 2 months later to cancel

  her purchase. The secretary that answered the phone told her It was too late to cancel. ***** got upset with her, she claims the secretary was rude to her. We at Thomas distributing

  always try to be very professional on the phone. But the statement ***** wrote to you about secretary was being rude.  We at Thomas Distributing ** decided to pick up the Kirby and

  cancel her purchase.

  Sincerely yours

  *****************************

  Manager

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17800801
  
  I am rejecting this response because: I accidentally included the incorrect date on when this item was purchased and they didnt even pick that information up. It was 8/23/22 not 6/23/22 and I reached out 6 days later (so I did not reach out 2months afterwards,) on 8/29/22 as I was told by mouth that the contract can be cancelled within 10days after purchase.

  I was also told that there would be a soft inquiry on our credit and not hard pulls and I can see that they pulled it twice. Once from them, Kirby Center of Durham and another by *************** Services. Weve both disputed the inquires, but they came back verified the same day we put in the dispute.

  The company should have recorded lines to know what was said for situations like this. I became unprofessional after the negative tone and energy that was projected towards me and also the disconnected calls and back and forth with them and ******************* Services. I was also notified that ******* stated that they will not be sending a cancellation letter because I have lied on her. 
  

  Professional companies have the customer is always right policy and they do not. They would rather go back and forth with their costumers and its ridiculous. I would like for them to erase the inquiries off of our reports at this time as well, as they shouldve never been hard pulls.
  
  Sincerely,
  
  ***********************