- Report: #1004141
Complaint Review: Rhino Distributing LLC - kirkland Washington
Reported By:
Erica -
Lake Stevens, Washington, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Rhino Distributing LLC
12515 130th Lane NE kirkland, 98034 Washington, United States of America
Phone:
425-202-7312
Web:
Categories:
Business Rating:
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Rhino Distributing LLC Kirby vacuum distribution Rip-off, Stole my money and my vacuum, terrible customer service kirkland, Washington
On 1/3/13 a man named Bill came knocking on my door offering to clean my carpets. You know the story from there. Sales pitch, they don't leave, yada yada yada. Anyway, through some lapse in my judgement I agreed to pay $1200.00 for the Kirby Sentria, and I gave my Dyson DC 28 and Bissell carpet cleaner as a trade. I was assured by Bill that I could cancel within 3 business days and that MY property would be returned to me.
On 1/7/13 I decided that I wanted to cancel the transaction so I took a signed cancellation copy to the Rhino Distributing office in Kirkland, which was within 3 business days. I was told I would be contacted about the retrieval of their vacuum and the return of my property.
After several days and several phone calls to their office I was finally able to get in touch with someone, Trevor, who stated they would locate my vacuums and get them to me. He asked me several times which vacuum was mine, what did it look like. It appeared that there was some confusion on where my property was. I was told I would receive a phone call from someone in their office letting me know when I could expect my property back.
Again, after several days and several phone calls to their office I was able to get in touch with someone who again questioned which vacuum was mine, what did it look like, so forth and so on. It was becoming apparent that they had NO IDEA where my property was.
Per their contract (which I signed) "If you cancel, any property traded in, any payments made by you under the contract or sale, and any negotiable instrument executed by you will be returned within 10 business days following receipt by the seller of your cancellation notice, and any security arising out of the transaction be canceled."
To my understanding this contract, which I signed, says that as of 1/7/13 Rhino distributing has 10 business days to return MY PROPERTY (not someone elses) and MY MONEY. Am I correct??
Well here we are 17 days after my cancellation notice had been received by their office. My money has yet to be refunded (Marcus from Rhino Distributing stated that they have 10 days from the time they pick up their machine to refund, but the contract doesn't state that) and I have yet to receive my property (I have been offered a number of different vacuums, none of which are mine and was also told by Marcus that the contract states they can give me a comparable vacuum of their choosing, also not in the contract). Yesterday I stopped by their office to see what was being done. After waiting for a considerable amount of time I was told by Marcus that a young lady would be at my home with my vacuum in 40 minutes, which would have been about 6 pm. At 8:40 a young woman shows up with a vacuum that looked as if it had been used to clean fireplaces. Filthy and disgusting, and again NOT MY PROPERTY.
I called again today to speak with Marcus, and when I told him this was getting ridiculous and I just wanted MY vacuum and if it could nt be provided to me I wanted money so I could buy a new vacuum. He then started shouting at me on the phone that I agreed to take a different vacuum, did I not (nope, I sure didn't) and that I would be lucky to get my money back. Well thanks buddy, great customer service.
On 1/7/13 I decided that I wanted to cancel the transaction so I took a signed cancellation copy to the Rhino Distributing office in Kirkland, which was within 3 business days. I was told I would be contacted about the retrieval of their vacuum and the return of my property.
After several days and several phone calls to their office I was finally able to get in touch with someone, Trevor, who stated they would locate my vacuums and get them to me. He asked me several times which vacuum was mine, what did it look like. It appeared that there was some confusion on where my property was. I was told I would receive a phone call from someone in their office letting me know when I could expect my property back.
Again, after several days and several phone calls to their office I was able to get in touch with someone who again questioned which vacuum was mine, what did it look like, so forth and so on. It was becoming apparent that they had NO IDEA where my property was.
Per their contract (which I signed) "If you cancel, any property traded in, any payments made by you under the contract or sale, and any negotiable instrument executed by you will be returned within 10 business days following receipt by the seller of your cancellation notice, and any security arising out of the transaction be canceled."
To my understanding this contract, which I signed, says that as of 1/7/13 Rhino distributing has 10 business days to return MY PROPERTY (not someone elses) and MY MONEY. Am I correct??
Well here we are 17 days after my cancellation notice had been received by their office. My money has yet to be refunded (Marcus from Rhino Distributing stated that they have 10 days from the time they pick up their machine to refund, but the contract doesn't state that) and I have yet to receive my property (I have been offered a number of different vacuums, none of which are mine and was also told by Marcus that the contract states they can give me a comparable vacuum of their choosing, also not in the contract). Yesterday I stopped by their office to see what was being done. After waiting for a considerable amount of time I was told by Marcus that a young lady would be at my home with my vacuum in 40 minutes, which would have been about 6 pm. At 8:40 a young woman shows up with a vacuum that looked as if it had been used to clean fireplaces. Filthy and disgusting, and again NOT MY PROPERTY.
I called again today to speak with Marcus, and when I told him this was getting ridiculous and I just wanted MY vacuum and if it could nt be provided to me I wanted money so I could buy a new vacuum. He then started shouting at me on the phone that I agreed to take a different vacuum, did I not (nope, I sure didn't) and that I would be lucky to get my money back. Well thanks buddy, great customer service.
3 Updates & Rebuttals
EricaHall
Lake Stevens,Washington,
United States of America
They did the right thing.
#2Author of original report
Sat, February 02, 2013
This afternoon when I arrive home from work I had received a package from amazon.com which contained a factory refurbished Dyson DC 28, from Trevor Jackson at Rhino Distributing LLC. I greatly appreciate that this gentleman took it upon himself to rectify this situation. As long as I receive my refund I will consider this complaint resolved.
EricaHall
Lake Stevens,Washington,
United States of America
I have called Kirby customer service.
#3Author of original report
Fri, February 01, 2013
...and I basically got nothing from them. They said, as you previously stated, that Rhino Distributing LLC is an independent company and there was not much they could do. The real issue here is with the company wide contract. Nowhere in the contract does it state that if for some reason the property that I traded was lost (which seems to be a frequent issue) that they could replace it with any vacuum they deemed to be if equal value.
Also in the contract it does not state that money will be returned 10 days after they finally decide to pick up their vacuum, it states AND I QUOTE "If you cancel, any property traded in, any payments made by you under the contract or sale, and any negotiable instrument executed by you will be returned within 10 business days following receipt by the seller of your cancellation notice, and any security interest arising out of the transaction will be canceled."
I don't doubt that Kirby makes a good vacuum, they do however make poor decisions on who they allow to sell their product. I've already reported to the BBB.
I will call Kirby customer service again but at this point I'm tired of dealing with this, it's a shame I've had to spend so much time just to try and get what is rightfully mine returned to me. I would never, ever buy a Kirby, would greatly discourage anyone I know from buying one and if I see a van selling them in my neighborhood I will alert every house they try to sell to what a scam this is.
Kirby company
Cleveland,Ohio,
U.S.A.
The Kirby Company
#4UPDATE Employee
Fri, February 01, 2013
Hi Erica. Please contact The Kirby Companys Customer Relations Department at
800-4949-8586, Monday Friday, 8:00 am to 5:00 pm, EST. Rhino Distributing is
an independent, authorized distributorship of Kirby products. To be more
specific, The Kirby Company manufactures high-quality cleaning systems, which it
sells to independently owned and operated businesses or distributorships.
These distributorships then sell to consumer end-users like yourself. As such,
the relationship between The Kirby Company and its distributorships is that of
vendor/vendee. Despite this vendor/vendee relationship, The Kirby Company
requires its distributors to operate legally and ethically and wants to
investigate your concerns. We look forward to hearing from you.
