Good Shepherd Animal Clinic

May 11, Ms*** *** Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio Re: *** *** Revdex.com ID #*** Dear Ms***: Thank you for bringing the concerns of *** *** (“Ms***”) to the attention of The Kirby
Company (the “Company”). The Company appreciates the opportunity to address Ms***’s frustrations regarding the Kirby system she purchased on March 5, from Ace Distributing, Inc(“Ace”), an independent distributor of Kirby systems located at Brooks, Missoula, MT The Company takes all complaints against its distributors seriously and immediately contacted Ace. Ace informed the Company that the distributorship had not heard anything from Ms*** until receiving a copy of the complaint she filed with your office. Ms*** went to Ace’s office in Missoula on May 7, 2016. At that time, Ace honored Ms***’s cancelation request by refunding her $down payment and returning the Hoover system she had traded in. The Company has confirmed that Ms***’s financing was canceled with *** ***, Inc The Company has left a message for Ms*** to confirm her satisfaction with the resolution of this matter If you have any questions, please contact me directly at hs***@kirbywhq.com or Ace at 406-543- Thank you again for the opportunity to respond Sincerely, /s/ Halle S*** Halle S*** Senior Director, Business Compliance, Public Relations and Contracts Administration Tell us why here

Revdex.com:
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
On August 1st I responded to the email sent by Ms Paula J***, Assistant Compliance AssociateI explained to Ms J*** that until I received her voicemail I was unaware of any email correspondence, despite my checking, due to the emails being filtered to my spam folderI was also out of town and unable to provide the requested information until thenShe responded this morning asking for additional information, which I plan on providing today.
Regards,
*** ***

Revdex.com:
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
I stated the machine is working again after his visit but it is not working properly or the way it was the first months of owning and operating itI am happy with Mr***ts services and told him thatThe kirby company states to their salesman that it runs like new with proper maintenance and care and I was told it would always keep up the dog hair and it has notThat is not fault on the salesman but the manufacturer themselvesI don't need a vacuum that cannot get the dog hair up or the dirtWhen I shampoo carpet after vacuuming now the water is mud when I shampoo carpet after vacuuming the first months of using the kirby the water would pick up light brownIt would not be an issue if the machine was still working the way stated at time of purchaseI have all email discussions between me and Kirby headquarters and me and Mr***t if needed.
Regards,
*** ***

September 14, MsJ*** *** Revdex.com of Cleveland *** RE: *** *** Revdex.com Assigned ID #*** Dear Ms***, Thank you for allowing The Kirby Company ("the Company") an opportunity to
respond to the concerns raised by *** *** (“*** ***”) regarding her refund from *** ***s Upon receiving your letter, the Company had already been assisting *** *** with obtaining her refund from *** ***s, an independently owned and operated distributorship of Kirby productsThe Company confirmed on September 11, with *** *** that she has received her full refund from *** ***s, and that she was satisfied with the resolution of this matter Should you have any additional questions or concerns, please do not hesitate to contact me directly at ***. Thank you Sincerely, Sean *B*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH *** ***

VIA ELECTRONIC POSTING August 11, Ms*** *** Revdex.com of Cleveland ***@cleveland.Revdex.com.org RE: *** ** *** Revdex.com ID No.*** Dear Ms***:
Thank you for bringing the concerns of Mr*** ** *** (“Mr***”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Mr***’s concerns regarding his purchase of a Kirby home cleaning system on November 24, from a possible independent distributorship of Kirby products As a matter of information, the Company manufactures high-quality home cleaning systems, which it sells to independently owned and operated businesses or “distributorships.” These distributorships, through a network of salespeople or “dealers,” then sell the cleaning systems directly to consumer end-users via in-home demonstrations. As such, the relationship between the Company and the distributorships is that of vendor/vendee. While the Company is not a party to the sales contracts between these distributors and consumers, the Company can act as a mediator between the parties when matters arise Upon receiving your letter containing Mr***’s concerns, the Company immediately started investigatingMr*** has yet to provide additional, necessary details regarding the purchase, such as the serial number of the Kirby system, the names of the sales representatives, and the name of the distributorshipAs such, the Company has contacted at two (2) authorized, independent distributorships in the surrounding areas near Mr***’s home to determine if in fact the Kirby was sold to him by an authorized distributorshipOne distributor indicated that it did not sell to Mr***The Company is still awaiting a response from the other contacted distributor Just this week, the Company has contacted Mr*** several times: the only time that the Company was able to speak with him, the conversation was very brief with Mr*** advising the Company to call back later onThat follphone call went unanswered, and a voicemail was subsequently left. Another call will be placed again later this afternoon to Mr*** in the Company’s continuing effort to determine which distributorship, if any at all, was involved The Company will continue its investigation into this matter and will notify you when a final resolution is reached Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb***@kirbywhq.com. Thank you Very truly yours, /s/ Sean CB*** ------------------------------- Sean CB*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529-sb***@kirbywhq.com Tell us why here

VIA ELECTRONIC POSTING August 11, Ms*** *** Revdex.com of Cleveland ***@cleveland.Revdex.com.org RE: *** *** BB ID No*** Dear Ms***:
Thank you for bringing the concerns of Ms*** *** (“Ms***”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Ms***’s concerns regarding her purchase of a Kirby system on September 22, 2015, from Road to Success, an independently owned and operated distributorship of Kirby products that is located at North Pennsylvania Avenue, Oklahoma City, OK As a matter of information, the Company manufactures high-quality home cleaning systems, which it sells directly to independently owned and operated businesses or “distributorships.” These distributorships, through a network of salespeople or “dealers,” then sell the cleaning systems to consumer end-users via in-home demonstrations. As such, the relationship between the Company and the distributorships is that of vendor/vendee. Even though the Company is not a party to any sales contracts between consumers and the independent distributorships, the Company can act as a mediator between the parties to assist in seeking a resolution when complaints arise Upon receipt of your letter, the Company immediately started an investigationThe Company spoke to the owner of Road to Success, and he advised that Ms*** never contacted them in regards to her cancellation request and they did not receive a cancellation notice in the mailRoad to Success advised that Ms*** is outside the three business-day cancellation period and the nine-month cancellation period detailed in the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy However, Road to Success still wanted to provide assistance to Ms*** with the Kirby system, and so, they scheduled an appointment to re-demonstrate the vacuum on August 11, Ms*** confirmed to the Company that an appointment had been setHowever, she advised that she had decided to keep the Kirby system, and therefore, she did not want anyone to come out againBased upon this, the Company views this matter as being officially resolvedThe Company has provided Ms*** with the phone number for the Company’s Integrated Marketing Department, 800-437-7170, should she ever need technical support with her Kirby system Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb***@kirbywhq.com. Thank you Very truly yours, /s/ Sean CB*** ------------------------------- Sean CB*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529-sb***@kirbywhq.com

Upon receipt of your email dated October 11, 2015, The Kirby Company’s Consumer Relations Department contacted *** *** Distributing, the independent, authorized distributorship from which you purchased the Kirby system The contract for the purchase of the Kirby system is between you and
*** *** Distributing; The Kirby Company is not party to the contract and therefore cannot rescind the transaction The distributorship responded that it would accept your cancelation request, so long as you returned the machine to their office at *** *** *** *** in Huntsville with every piece and attachment. If you are able to return the Kirby system with every piece, accessory, and attachment, please let me know when you will be dropping off the machine so that I may inform the owner of *** *** Distributing accordingly Thank you. Sincerely,*** ***

Halle S*** to me, *** Hello, ***! Just to confirm, *** spoke with Ms*** on April Ms*** stated she received her repaired Kirby system and that everything seemed to be “working” with it Please let me know if there’s anything else you need regarding
this complaint. Thank you.Sincerely,Halle

Thank
you for bringing the concerns of *** *** (“Ms***”) to the
attention of The Kirby Company (the “Company”).
The Company appreciates the opportunity to address Ms***’s
concerns regarding her Kirby cleaning system
As a
matter of information, the Company
manufactures high-quality cleaning systems,
which it sells to independently owned and operated businesses or
“distributorships.” These
distributorships, through a network of salespeople or “dealers,” then sell the
cleaning systems to consumer end-users via in-home demonstrations. Despite the vendor/vendee relationship the Company
has with its distributors, the Company requires its distributor to operate
legally and ethically and provide the best in customer service. As such, the Company immediately contacted
*** *** (“Mr***”), the owner of the independent distributorship which sold
Ms*** her Kirby system. Mr*** quickly reached out to Ms*** and went
to her home to assist her in getting her system working properly. Ms*** confirmed with the Company that
her machine is now working properly, and she appreciated Mr*** promptly coming
to her home to assist.
If
you have any questions, please contact me directly at ***
Thank
you again for the opportunity to respond
Sincerely,
*** ***
Senior
Director, Business Compliance and Contracts Administration

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Halle S*** 3:PMto me, Monica Hi ***, Thanks so much for following up The distributorship from which Ms*** purchased her Kirby system, *** *** ***, no longer is active The Kirby Company terminated its relationship with
*** *** *** on April 28, As such, we have been working on finding a resolution to Ms***’s concerns I am happy to report that yesterday, Ms*** received her refund of $ Just this morning, our Consumer Relations Department confirmed resolution with Ms*** The complaint is closed! Hope all is well,Halle

May 3, Ms*** *** Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio ***@cleveland.Revdex.com.org Re: *** *** Revdex.com ID No*** Dear Ms***: Thank you for
bringing the concerns of *** *** (“Mr***”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Mr***’s concerns regarding a demonstration of the Kirby system on April 26, Through its investigation of this matter, the Company was able to determine that a salesperson or “dealer” associated with Diamond Distributing, an independent distributorship located at 9th Avenue South, Sauk Rapids, MN 56379, performed the demonstration The Company has been speaking with John H***, Jr(“MrH***”), the owner of Diamond DistributingMrH*** has spoken with and counseled the dealer who did the demonstration at Mr***’s home. MrH*** also sent an apology letter to Mr***, along with gift cards, apologizing for the dealer’s actionsMrH*** has promised not to contact the remaining referrals that Mr*** provided If you have any questions, please contact me directly at hs***@kirbywhq.com or Diamond Distributing at 320-251- Thank you again for the opportunity to respond Sincerely, /s/ Halle S*** Halle S*** Senior Director, Business Compliance, Public Relations and Contracts Administration Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

February 12, Re: # *** * *** *** Dear *** *** The Kirby Company appreciates being afforded the opportunity to respond to *** *** *** ***) request for service on her Kirby home cleaning system that she purchased from ***, an independently
owned and operated distributorship of Kirby products *** is in the process of making arrangements to pick up *** *** Kirby system, and our office will keep you updated on any and all developments Should you have any questions or concerns, please do not hesitate to contact me at the information below Sincerely, Sean B*** ------------------------------- Sean ** ***
*** *** Business Compliance & Consumer Relations The Kirby Company *** *** *** ***
*** ** ***
***
***

October 5, Ms*** *** Revdex.com of Cleveland *** RE: *** *** Revdex.com Assigned ID #*** Dear Ms***, Thank you for allowing The Kirby Company ("the Company") an opportunity to respond
to the concerns raised by *** *** (“Mr***”), on behalf of his parents, regarding his parents’ request to cancel their purchase of a Kirby home cleaning system from KKRB and Associates Inc(“KKRB”), an authorized, independently owned and operated distributorship of Kirby products Upon receiving your letter on September 27, 2017, the Company immediately contacted KKRB, and confirmed that the ***s had purchased a Kirby system from KKRB the night before, on September 26, KKRB also indicated that one of the ***s’ sons had contacted their office on the morning of the 27th inquiring about cancelling his parents’ purchaseThe Company additionally spoke to Mr*** ***, who confirmed to the Company that he and his brother, *** ***, were both home when the salespeople from KKRB came to demonstrate the Kirby system to their parentsThe Company spoke to Mr***’s father, who did not say anything about being pressured to purchase the Kirby system; he did confirm to the Company that he wished to cancel his purchase from KKRB As of September 29, 2017, KKRB honored the ***s’ cancellation request by cancelling their financing agreement with *** *** *** *** (“***”), picking up the Kirby system from their home, and returning to them the vacuum that they had traded in at the time of purchaseIn regards to the $down payment, the ***s had placed a stop-payment order on the check, and so no money needed to be refunded to them by KKRB The Company confirmed with *** that the contract had been cancelled, and this information was relayed to the ***sMr*** *** was appreciative of KKRB and the Company’s prompt attention to this matter Again, the Company thanks your office for allowing us the chance to mediate this matter between the ***s and KKRBShould you have any additional questions or concerns, please do not hesitate to contact me directly at ***. Thank you Sincerely, Sean *B*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH *** ***

September 27, Ms*** *** Revdex.com of Cleveland ***
RE: *** *** Revdex.com Assigned ID #*** Dear *** ***, Thank you for allowing The Kirby Company ("the Company") an opportunity to
respond to *** ***’s (“*** ***’s”) request to cancel his August 5, purchase of a Kirby home cleaning system from *** *** *** *** **(“*** *** *** ***”) of Sun City, Arizona, an independently owned and operated distributorship of Kirby products Upon receiving your letter, the Company contacted *** *** *** *** and confirmed that *** *** had purchased a Kirby home cleaning system from them on August 5, *** *** *** *** also indicated that the only time they heard from *** *** about his intent to cancel was when he contacted their distributorship last week*** *** *** *** reminded *** *** that his contract explicitly states that he had three business days from the date of purchase to cancel; as his request to cancel, by his own admission, was well outside of that three-day cancellation window, *** *** *** *** reiterated to *** *** that they would not be honoring his request The owner of *** *** *** *** did offer *** *** a complimentary re-demonstration of the Kirby home cleaning system and a complimentary service of the Kirby as gestures of good will; both offers, however, were refused by *** *** The Company thanks your office again for the opportunity to respond to *** ***’s concernsShould you have any additional questions, please do not hesitate to contact me directly at ***. Thank you Sincerely, Sean *B*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH *** ***

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

March 6, MsLinda *** Revdex.com of Cleve*** *** RE: *** ** *** Revdex.com Assigned ID #*** Dear Ms***, Thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by
Ms*** ** *** pertaining to the Kirby home-care system that she purchased from Braddox Distributing (“Braddox”), an authorized, independently owned and operated distributorship of Kirby products After receiving your letter, the Company contacted Ms*** and learned that she had purchased her Kirby home-care system back on December 3, Ms*** noted that on December 4, 2016, a year from the date of purchase, she began to have an issue with her KirbyShe stated that it started to smoke and that it began to smell like burned rubberMs*** admitted that she had never changed the belt on the vacuum nor had she had the machine servicedThe Company offered to call-tag the machine, at no cost to her, to our Engineering Department to inspect it, but Ms*** stated that once it leaves her home, she will not want it back The Company then contacted Braddox to inform them of this matter, and the owner of Braddox advised that he also would be willing to have a service center nearest to her inspect the machineHowever, with Ms***’s adamant stance that she no longer wants the Kirby, Braddox was also hesitant about sending someone to pick it up Ms*** was also advised that she was outside any cancellation period defined by statute or by the Company’s policies Based on all of this, Braddox informed the Company that it would not be able to assist Ms*** at this time due to her insistence that she will not accept her Kirby back even if Braddox or the Company examines her vacuum at no cost to her As such, the Company views this matter as being closedThe offers to have her Kirby inspected still stand so long as she expressly understands that the Kirby will be delivered back to her and that she must accept the return of her machineShort of that, nothing more can be done to assist. Again, we thank you for allowing us the chance to address Ms***’s concerns, and should you or your office have any further questions, please do not hesitate to contact us directly Sincerely, Sean C*** Senior Manager Business Compliance & Consumer Relations The Kirby Company *** *** *** *** *** ** *** *** ***

Sean B*** 3:PM (hours ago)to me, Halle, Brenda? VIA ELECTRONIC MAIL? August 1, 2016? Ms*** ***Revdex.com of Cleveland***@cleveland.Revdex.com.org? RE: ? ? ? *** ***File ID #***? Dear Ms***:? Thank you for
allowing The Kirby Company (the “Company”) an opportunity to address Ms*** ***’s concerns about the Kirby home cleaning system demonstration that she alleges took place on July 21, 2016.? As background, the Company manufactures high-quality, home cleaning systems, which it then sells directly to independently owned and operated businesses, or “distributorships,” across the globeThose distributorships, through a network of salespeople or “dealers,” then sell the home cleaning systems directly to consumer end-users via in-home demonstrationsAs such, the relationship between the Company and the distributorships is that of vendor/vendee.? ? While the Company is not a party to the independent distributorship’s agreements with any dealers or its sales contracts with consumers, the Company does take allegations against distributorships seriously and can act as a mediator to investigate allegations further.? Therefore, upon receipt of your letter and an email from Ms***, both sent on July 25, 2016, the Company immediately contacted Ms***, via the email address that she provided, to indicate to her that the Company would be looking into her concerns and to seek necessary additional information from her to aid in this investigation.? However, Ms*** has yet to respond to the two emails that were sent to her, and she has not returned the voicemail message that was left at the telephone number she providedRegardless, the Company is still pursuing the investigation of her claim, and the Company will continue its efforts to get in touch with Ms***.? If you have any additional questions, please do not hesitate to contact me directly at sb***@kirbywhq.com.? Thank you again for allowing the Company the chance to address Ms***’s concerns? ? Very truly yours,? /s/ Sean CB***