Kirby Sales & Service Riverside

Complaint Experience

N/A

BCA's Summary and Analysis:

Complainants relate to high pressure sales tactics, misrepresentation and difficulties obtaining refunds. Several customers have complained that their old vacuums, taken by the company as trade-ins, are not returned after the contract is cancelled. Several allege their refunds were not issued within 10 days of canceling as per terms of the company's guarantee policy. Some complainants report waiting more than 30 days for refunds. A few complainants allege verbal misrepresentation regarding the warranty terms and conditions. They say they were told that the vacuum they purchased came with a lifetime warranty. They later learned the warranty period was for two years. Other customers complained that the practices employed by sales representatives to gain entrance to their homes were deceptive. These practices include a flyer which is distributed in selected neighborhoods that offers a free deep cleaning for one room of carpet. The company responds to most complaints by disputing the complainants allegations, providing refunds if appropriate, apologizing, returning vacuums, or cancelling contracts. Some complainants disputed the company's responses, and denied that the company returned their vaccums, or made good on their promotional offers.

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