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Business Profile

Vacuum Cleaners

Kirby CO of Washington PA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacuum Cleaners.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Billing Issues
    Status:
    Unresolved
    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.
    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

    Date: 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 Answer

    Date: 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

    Date:07/25/2023

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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

Kirby CO of Washington PA is NOT a BBB Accredited Business.

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