Good Shepherd Animal Clinic

VIA ELECTRONIC POSTING
August 11,
Ms*** ***
Revdex.com of Cleveland
***@cleveland.Revdex.com.org
RE: *** ***
File ID #***
Dear Ms***:
Thank you again for allowing The Kirby Company (the “Company”) an opportunity to address Ms*** ***’s concerns about the Kirby home cleaning system demonstration that took place in her home on July 21, by a dealer affiliated with *** Enterprises, Inc., an independently owned and operated distributorship of Kirby products
The Company has continued to investigate this matter, and conversations via telephone and email involving both *** and Ms*** have been on-goingMs*** confirmed to the Company that the paint stain on the carpet, that the dealer attempted to clean, was a pre-existing stain*** spoke with the dealer in question, and the dealer explained that he was asked to leave the home before he was able to complete his work on the stain and before he was able to complete the shampoo demonstration as wellThe dealer further advised that there were other pre-existing conditions in the carpet
*** has offered Ms*** $to allow her to choose a carpet cleaning company of her choice to clean the carpet, as a full replacement of the carpet is not being taken into considerationThis offer was relayed to Ms*** by the Company via email and telephoneAs Ms*** is currently on vacation until Monday, August 15th, it was agreed upon that the Company and Ms*** will discuss this offer further via telephone on Wednesday, August 17th
The Company will continue to mediate this matter between *** and Ms*** and will update your office with any and all developments
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***
-------------------------------
Sean CB***
Senior Manager
Business Compliance & Consumer Relations
The Kirby Company
West 114th Street
Cleveland, OH
216-529-
sb***@kirbywhq.com

February 1, ? Re: *** *** * Revdex.com # *** ? Dear Ms*** ? Thank you for allowing The Kirby Company (“the Company”) an opportunity to respond to Mika C***s (“MsC***s”) concerns pertaining to her April 20, purchase of a Kirby home cleaning system from Champion
Industries Inc(“Champion”), an independently owned and operated distributorship of Kirby products ? On the same day that the Company received your letter, the Company also received an email from MsC*** requesting cancellation of her purchase under the Company’s nine month Golden Ager/Disabled Consumer Purchase Cancellation Policy (“the Policy”) due to arthritis in her ankle and an upcoming surgery to repair some previous ankle injuries that she had sustainedMsC***, who is years old and lives with her husband and four children, informed the Company that she is the only party on the purchase agreement, and she also stated that if the distributor did not want to cancel the contract, then she wanted the price loweredThe Company told MsC*** that we would be contacting Champion to relay her concerns to them as we were not a party to her purchase agreement? The Company spoke with the owners of Champion, and they stated that MsC*** had never contacted them, as she had alleged in her correspondence to your officeFurthermore, MsC***s only right of rescission was the three-day cancellation detailed by law, which MsC*** did not abide by; her first expression of her desire to cancel was through the sending of the email to the Company and the filing of the complaint with your office on the same dayIn fact, United Consumer Financial Services (“UCFS”), the company through which MsC*** financed her purchase, indicated that MsC*** only contacted them once after purchasing her Kirby to inquire only about her balance; UCFS stated that she also made six payments to UCFS after purchasing her Kirby? In regards to MsC***s request to cancel under the Policy, this request was also untimely made as it was not done within the nine month time periodDue to all of the above listed items, Champion informed the Company that it would not be honoring her untimely cancellation request? Champion did offer to MsC*** to have someone come out to her home to re-demonstrate the Kirby system and to deliver some complimentary s*lies; they indicated that the price would not be lowered anymore due to MsC*** already receiving a discounted price at the time of purchaseThis offer was relayed to MsC***, who informed the Company that she did not want the re-demonstration but she would accept the complimentary bags, belts, and shampoo that Champion will send to herMsC*** was satisfied the resolution of this matterThe Company relayed this information to Champion and will follow through to ensure that the items are successfully delivered ? Again, the Company thanks your office for allowing us the opportunity to address MsC***s concernsShould you have any questions, please do not hesitate to contact me at the information below? Sincerely, ? Sean B*** Senior Manager Business Compliance & Consumer Relations The Kirby Company *** *** *** ***
*** ** ***
***
***?

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,
*** ***
?

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
*** *** 3:PM (hours ago)to me? Hi ***,I am contacting you regarding the Kirby ProblemI have tried to discuss this with a one Mr Wallace who is really not listening to me and not willing to resolve the problem but forcing me to pay an old amount of $I told him ? I cant pay for something I haven't used at allYes he is willing to bring all the missing items and I am willing to start paying from now but he is not willing to let me start making payments from this period ends forthHis push is for me to pay the past amount which I cant payIf indeed they don't want me to start at this period let them come take their Vacuum cleaner and do away with their contract because they are not doing right to meAs I explained earlier I tried getting his contact in vain but he kept blaming me for not contacting him when I tried requesting for his number and no one was giving it to meAnther blame he puts on me is that I failed to use the CD and follow the instructions given to learn how to use their vacuum, yes this might be true and I haven't used their CD but I don't have time to do this for I am a PHD student going on with my research work and only my wife is available but she totally doesn't know how to use the machine since she wasn't around when the sales person drop it in ? our house.One thing I cant do is to pay a past amount when I was not using the vacuum cleaner at allIf they renew the contract drop the detergents and start the contract now I will be willing to start with them but if not so then they need to come for their vacuum cleaner and take it away and forget about me.Thank you,*** ***.?
?

August 23, ? ? Ms*** *** Revdex.com of Cleveland ***@cleveland.Revdex.com.org ? RE:? ? ? ? ? *** ** *** ? ? ? ? ? ? ? ? ? ? ? Revdex.com ID No.*** ? Dear Ms***: ? Again, Thank you for allowing The Kirby Company (the “Company”) the opportunity to address Mr*** S***’s concerns regarding his purchase of a Kirby home cleaning system on November 24, from ** *** Inc(“** ***”) an authorized, independent distributorship of? Kirby products located at 94th Lane NE, Suite A, Blaine, MN 55449.? ? Upon receiving your letter regarding Mr***’s concerns, the Company immediately started investigating and was able to locate the distributorship, ** ***, which was involved with this saleThe Company then confirmed with United Consumer Financial Services (“UCFS”) that Mr*** had verified the terms of his financing contract for the Kirby and proceeded to make two payments of $At this point, Mr***, per his own admission, ceased making paymentsUCFS attempted to contact him several times so that he could bring his account currentBut after receiving no response from him, UCFS charged-off the account to a collection agency ? The owner of ** *** advised the Company that he and UCFS offered the following: if Mr*** was to bring his account current with UCFS by paying his past due balance of $366.48, then UCFS would re-instate Mr***’s account and the charge-off would be removed from his credit report** *** also advised that they had offered to re-demonstrate the Kirby system in Mr***’s home and deliver, as a gesture of good-faith, the verbally promised supplies that he claims he was promised, but were never written on the contractMr*** refused these offers and instead requested to have the Kirby picked upThe owner of ** *** then picked up the system as a voluntary repossession ? Despite the best efforts of ** ***, UCFS, and the Company to resolve this matter, the Company views it as being closed due to Mr***’s refusal of the offers presented, his relinquishment of the Kirby to ** ***, his failure to cancel his contract within the three-day federal cancellation period, and his ineligibility for cancellation under the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy, ? Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb***@kirbywhq.com or ** *** at 763-785-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

August 1, ? ? Ms*** *** Revdex.com of Cleveland *** ? RE: ? ? *** ** *** ? ? ? ? ? Revdex.com Assigned ID #*** ? Dear MsSuire, ? Again, thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by *** ** *** (“*** ***”) regarding his financing agreement with *** *** *** ? As detailed in our last response, the Company was still investigating this matter, and was committed to assisting *** ***As of today, the Company can confirm that this matter has been resolvedThe Company communicated *** ***’s concerns to Merchants, and Merchants informed the Company that *** ***’s remaining balance was $Merchants contacted *** *** directly and settled the matter by accepting one last payment of $to officially pay off his account with themThe Company confirmed this with *** ***, and he indicated that he is happy and satisfied with this resolution ? 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 *** ***

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,
*** ***
?

[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 complaint ID ***, and find that this resolution is satisfactory to me? The only discrepancy is that KKRB never mentioned they represented Kirby and they did state "we are not here to sell you anything, but I will make $to do a demonstration so please help us"
Regards,
*** ***