• Report: #1053186

Complaint Review: Bannco LLC

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  • Submitted: Thu, May 23, 2013
  • Updated: Fri, October 11, 2013

  • Reported By: Bannco (Kirby) Victim — Flint Michigan
Bannco LLC
1418 Cass Avenue Bay City, Michigan USA

Bannco LLC (Kirby Vacuum dealer) Bannco LLC is a scam! They do not honor their own 3 day return policy by not contacting you back or accepting certified mail!!! Bay City Michigan

*Author of original report: Company fixed the issue

*REBUTTAL Owner of company: Edit*

*REBUTTAL Owner of company: Delayed, not ignored.

*Consumer Comment: File a complaint

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On 5/7/2013 around 12:30pm Carl Watts and Alycia Rigda pulled in to our driveway and identified themselves as Kirby representatives.  Alycia asked if she could take ten minutes to show me a demonstration of the Kirby vacuum.  I told her she may come in and show me.  At that time she took an open box out of the trunck of this vehicle and brought it in to my home and started to put the vacuum together. Carl and the two other individuals in the car left to go to other doors in the neighborhood. After about five minutes she was ready to show us the demonstration.

 She explained how Kirby was a great vacuum and all of the benefits of owning a Kirby.  After about an hour demonstration she told us the original price was $2700.  We quickly explained to her that was too much money and we would not be interested in purchasing the equipment.  She kept asking if she could lower it would we be interested. [continued below]....

.....  After the third time explaining we would not be able to purchase this extremely high priced equipment she told me she would call her manager to come back Carl Watts and see what deal he could give us.

Carl made it back in about five minutes and explained how he could lower the price down to $1150.  After feeling so much pressure with both Carl and Alycia we decided to purchase the equipment.  I wanted to buy it for my mother for Mother's Day since she really did like the vacuum.  Carl stated it would need to go in my mother's name because she is 66 years old and would fall under their "golden age policy.  Even though I am permanently disabled and would also fall under the “golden age policy”.  We later found out through Kirby headquarters the “golden age policy” only covers individuals 67 and up and permanently disabled persons.  I asked Carl to include the guarantee on my contract and he would not. 

I went to the bank and took out the $1150 cash and came back and handed it to Carl.  When he began to leave I asked him for my receipt and he assured me it was the contract which he left blank!  I said you must put the amount of money I paid you on the contract and he then said oh it must not have written all the way through.  It was at that moment we started to question our decision.  Carl rewrote the contract and immediately left with the cash while Alycia showed us one last feature.  When Alycia left she took the box and stated they are not allowed to leave the boxes with the customer since they recycle them.  I asked how I know my vacuum is new and she said they do this with all vacuums.  She then left with my Bissell vacuum (as trade in).

About an hour after Alycia left we decided it was too much money and we wanted to return it.  Carl and Alycia informed us previously we had 3 days to cancel the contract with no penalty.  I called Alycia a little after 3 pm and explained we changed our mind.  She told me I would need to call Carl and inform him so I did.  Carl then told me he would bring me back $900 and would have to keep the $250 for a used vacuum fee even though we hadn’t used the vacuum at all.  I informed him that was unacceptable and would like to speak with his manager.  He refused to give me a manager number and told me he would call me back.  That was the last time I have heard from Alycia or Carl.  We tried to call them on 5/8, 5/9, 5/10 (last day to cancel).  In the meantime; according to our contract it states we must send a notice or telegram to them in order to cancel by 5/10/13 at midnight. 

I called the Bannco LLC on 5/8 and left a message.  Since our contract states we must notify them; we sent a registered letter also on 5/8 to Bannco LLC.    I went up to the office in Bay city on 5/9 to find it closed .  I left a letter in the mail slot stating we wanted to cancel our contract; I then attempted to call them since I had the vacuum to return in my vehicle.  Their voicemail gives another number to the Kirby repair man.  I gave him a call on 5/9 and asked if he had anymore numbers.  He called them and told them I was trying to return the vacuum.  He stated the secretary took my information and was well aware we wanted to return and someone had called us earlier and cleared it up. 

I informed him that no one had called us but he would not give me another number.   On 5/9 I sent another letter informing them of our intent to cancel the contract (including the cancellation signed by me) certified mail via USPS.    I also called and spoke with Monica at Kirby Headquarters 1-800-437-7170 in consumer relations and explained our problems and the ethical issues with Bannco LLC.  I told her about them trying to keep the $250 if they brought me the money back the same night and she informed me that was not their policy.  I also explained they would not leave the box and they took our Bissell vacuum. 

I have spoken to Monica since then on two other occasions including today 5/21/13.  Monica stated she finally had gotten ahold of someone last Friday 5/17 after trying to reach them since 5/9.  They assured her they were letting the distributor know that we would like a full refund and someone would be out to handle it on Saturday 5/18.  No one has contacted us and I tried calling them again today.  I see no other option but to proceed through legal matters.   According to our contract they would return our Bissell within 10 days of cancelling, return our money and would pick up their vacuum within 10 days.  Our contract also states if they haven’t gotten the vacuum in 10 days after the notice it would be ours to keep.

As I stated to Monica (Kirby consumer relations personal) the registered letter was returned to us because it was “unclaimed and return to sender”.   They also informed us today they attempted to deliver our certified letter 3 times and no one would claim it; our certified letter will be returned to us tomorrow.   In order to resolve this matter I want our $1150 returned to us immediately and our Bissell vacuum.  It is past the 10 days and Bannco LLC or it’s employees are cooperating with regards to our contract.


This report was posted on Ripoff Report on 05/23/2013 02:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/Bannco-LLC/Bay-City-Michigan-48708/Bannco-LLC-Kirby-Vacuum-dealer-Bannco-LLC-is-a-scam-They-do-not-honor-their-own-3-day-1053186. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 2Employee/Owner
Updates & Rebuttals

#1 Author of original report

Company fixed the issue

AUTHOR: Bannco (Kirby) Victim - ()

The company has fixed the issue with us.  They explained they were in the middle of moving and were not trying to ignore our issues.  Please remove the post.

Thank You.

 

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#2 REBUTTAL Owner of company

Edit*

AUTHOR: Ban - ()

 As far as the certified mail goes, as I stated we were in the middle of moving our place of business. So if letters were coming that needed to be signed for we were unable to get them because no one was there to sign for them. Sorry about that. It was not a tatic to avoid the return, we weren't siting there just refusing to sign for mail so that the return wouldn't get to us in time. We were just very busy with the move and no one was at the old building.

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#3 REBUTTAL Owner of company

Delayed, not ignored.

AUTHOR: Ban - ()

 We are sorry for the delay in getting back to this customer. We were in the middle of moving to a new office and had multiple issues with getting our phone system hooked up as well as our internet running smoothly. That process took us a good two weeks so we were getting behind returning calls. As you have read, even Kirby Company had issues contacting us due to our phone company taking so long turning us on and getting our wiring correct in the new building. I know this is no excuse and I'm not trying to make excuses. I feel that we are being discredited alot due to bad timing.

I would like to say that the woman in this situation was compensated for our delays and the unforunate behavior of Carl Watts, an employee who was let go very shortly after this situation took place. This woman was given 100% of her money back as well as letting her keep the Kirby, completely free of charge, because of the ordeal she explained above. Carl may have been pushy, I was not there so I clearly can not defend any actions of Carl's or say how he was or was not behaving. As I have stated though, Carl is no longer with the company.

I find it funny that this woman goes to great lengths to discredit our business due to one employees actions yet made no comment to the great lengths we went to to fix this situation once we were able. As she stated this is not a cheap piece of equipment and she wanted it for her mother and ended up with it for free. Yet she wrote nothing about this.

So just to set the record straight. The situation was resolved. The customer was given more than she even expected. Here at Bannco we went above and beyond to satisfy and to resolve the problem. As I said though, due to the timing, the situation went longer than we'd have liked before it was dealt with but that problem couldn't have been avoided due to the move and the unforseen issues with the telephone company getting our phones working. Thanks for your imput though, we are always trying to better our business and thats made possible by knowing our faults.

Have a great week.

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#4 Consumer Comment

File a complaint

AUTHOR: Michael - ()

Kirby’s website says: Kirby Salespeople observe the highest standards of character, honesty and integrity. They abide by the Direct Selling Association’s Code of Ethics.

I went to the Direct Selling Association’s website & Kirby is a member. You can file a complaint against Bannco because Kirby is a member. http://dsa.org/ethics/complaint/

 

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