Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A door to door ******** came to my home and sold my wife a ***** vacuum cleaner that doesnt even work for over $2,000. When I got home he hurriedly packed up while making small talk to keep me out of the loop. When I finally had a moment to ask my wife what was going on he hurriedly left. I even said to him if we could afford that maybe wed think about buying it which he intentionally did not respond to so as to further deceive me and leave with his bs sale.

  Business response

  12/18/2024

  We are very sorry to hear that you are having trouble with your new *****. As our company has been in business for over 100 years, we strive to keep all our customers happy and although you are outside of the cancellation period, we would be happy to come to your home and make sure it is working properly. Please call our office and we will be happy to set a time to come help you with any issues you are having. Our Office number is ************ and our email is **************************. 

  Thank you

  ****** Leach 

  Office Manager.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A representative showed up at our house at 2000 hrs on Friday night. After spending over 1 hour and trying everything to get us to buy a vacuum we did. I am 80% disabled due to mikitary service and when I tried to use the vaccum, it took longer to clean a room and with all the stops to take off items and reattach with the bending and kneeling, it aggressively agitated my problems to the point I couldn't stand straight because of the pain in my back. I contacted them that day to come pick up the machine and return mine and they said they couldn't until Monday before noon. They have not shown up nor answered any of my text messages or phone calls. This is highly disrespectful, especially on Veterans Day to a US Army retiree.I contacted ***** about this so that there is a papertrail of my complaint. The finance people also called and I told them I was canceling my contract and they wrote a note on the paperwork.The people they hire should have some manners and reply to people who contact them. They also never had a sales permit to operate in our area and 2 of them were arrested on Friday night by the local police.

  Business response

  11/14/2024

  Hello, It is never our intention to upset a customer. However, we do ask for a bit of patience as we are in several houses throughout the day and may not have direct access to our phones. Most sales **** view it as rude to answer while in with a customer, unless it's important. The best way to contact us is at our office. This customer did call our office and we informed him that someone would be out as soon as they could, but according to the contract they have 20 days to pick up the machine. They make their best attempt to pick them up as soon as possible but they have to try to work them in between appointments. 

  As of now, everything has been picked up and returned. Hopefully, we have satisfied the customers complaint.

  Thanks

  Customer response

  11/14/2024

  I am rejecting this response because:   I was in contact with their sales person through text and phone calls and she made an appointment to come by and pick up the machine before noon on Veterans Day. Even though that was a National Holiday and I am a Veteran, I allowed that arrangement for pickup. She never showed up and after trying to contact her for 3 hours past that time, she finally messaged me back saying she was in a different county. Now, I let her setup the time and date for pickup and she never showed or contacted me before that time to say anything different. She waited till 3 hours later, so in other words SHE LIED TO ME. 

  Yes I did contact the business to complain about her complete disregard and lying to me. The manager I talked to basically told me that selling is more important than keeping an appointment and that they don't have time to setup exact times to pickup machines. If this is true then why did their person setup an appointment then disregard and lie to me? Why is it a practice that managers allow them to lie to people? They have no problem showing up at almost 2030 at night and staying for almost 2 hours and when we said theat we would try one they come out of the walls like cockroaches....when we agreed to try one, all of a sudden there were 5 of them just like that. Sure they gang up when people say yes but when we say no thanks they scatter like ants and you can't get in contact with them.

  They need to change their practice when dealing with people and setting up appointments. They need to have a permit to sell before arriving so they don't get arrested like they did here. They need to have managers that have a sense of decency and don't lie to people.

  THEY JUST NEED TO HAVE A CODE OF ETHICS AND STICK TO IT AND ENFORCE IT ON THEIR SELLERS!

  Business response

  11/14/2024

  Hello, I understand the frustration and have already spoken with the representative about not scheduling set times unless they are positive they can make it at that time. The girl who sold it is new and after speaking with her, the intentions were good and she thought she could make it but the day got away with her. I do not think she was intentionally lying, however, since they work as a team some appointments with the other **** got in her way of being able to fulfill the time frame she intended to pick it up. We apologize and have already coached her on a better way to do it moving forward. 

  I hope that the customer can give her and us a little ***** as we train her a more affective way to work with customers. Again, it was not her, or the companies intention to have an unhappy customer as our whole business is based on customer service. As far as the permits. We are from another state and unfortunately permit laws vary from place to place and although we learned the hard way, we have corrected that as well.

  Other than coaching the representative and an apology what other action as a consumer would you like from us as a company?

  Customer response

  11/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/23/24 a man came to our door selling ***** vacuum cleaners. After showing us how much of a difference the vacuum cleaner could make, and was very persuasive, we agreed to purchase it. We told him we wanted a new one, and he said that the one we had was not used except at our house, which should have been a red flag, as earlier, he said he had used that one at other places and it was still working wonders....his words, not mine. You could tell by the look of the boxes that they were not new and had been opened and closed several times. He said he could get us a new front (don't know what that is called), and brought one in and said it was new because it had green stripes on it, but honestly, I think he went out and put the green stripes on it himself, or one of the people in the extremely dark windowed SUV did. I ask him several questions about the company, and he answered them. He was very persuasive and kept talking about a trip to ****** he was going to win and propose to his girlfriend at. We kept telling him that my husband was diabetic and needed to go eat and he kept saying, I'm almost done. However, apparently, none of it was true. There is no way to call and get ahold of these people at Palmetto Rhino Solutions LLC. The vacuum has been used once and for the second time today we went to use it and it smells like it is burning up. We have tried to contact every number we were given, and the number is either out of order or says it was left put together as he left it, so nothing had changed. So why in the world would the belt be burning or anything else, especially with a brand -new ***** vacuum that is supposed to be warranted for 45 years? I want a refund; I want them to pick up this machine and all of its fancy attachments and I want everyone to be aware of this company before they buy from them. We NEVER let door to door salesmen in, but he was definitely persuasive, and after this experience we won't EVER again....EVER!!!

  Business response

  11/05/2024

  We have worked everything out with the customer to her satisfaction. Everything should be resolved, please let me know if this is not the case.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/22/2024, an agreement was made between Palmetto Rhino Solutions LLC, ********************, and me. I was given three (3) days to cancel the agreement with the last day being midnight of 10/25/2024. I sent them the notice within the allowed time. Per the terms of the agreement, since the agreement was not signed at their main office or branch office, I am exercising my right to cancel within the allowable period. The seller picked up the merchandise in its original condition at the place of delivery same day on 10/22/2024 at 9:19 pm CST. I called ******************** and was told that Palmetto Rhino Solutions LLC needs to verify to ******************** that they indeed picked up the merchandise to cancel the agreement completely. The seller was video recorded of him picking up the merchandise and am now waiting for Palmetto Rhino Solutions LLC to verify that the merchandise has indeed been retrieved. I want to cancel this agreement, any and all open lines of credit, and any and all financial agreements involving my name.

  Business response

  10/24/2024

  Hello, we picked up the merchandise the same day it was sold and have already alerted the finance company that this customer no longer wishes to purchase the product. Therefore, we have done everything we can do on our part and as fast as possible. That being said, we do not do our own financing or report to credit. Anything credit related would need to go through the finance company they agreed to finance through. They would need to reach out to Preferred Credit to verify whether the purchase will show on their credit as we have no control of that. We have cancelled it out on our end but are not familiar with exactly how things show on the credit. Hope this clarifies.

  Customer response

  10/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a ***** vacuum cleaner from a salesperson who came to my door on Wednesday evening 8/21/24. He was very persistent and was at my house until after 9:00. After looking over the contract the next morning, the payment, interest rate and length of contract were not what was communicated the previous night, so I called them at ************ to see what was required to cancel the contract as I legally had 3 days to do so. They said that the call would suffice and that a *** would contact me to pick up the ***** vacuum and return my personal one. I then also emailed so I would have the request in writing with a verifiable date and time, and although I didnt hear from a ***, I did get a ***ly from the office manager who said again that they would have a *** reach out. This was Thursday. It is now Monday evening and I havent heard from a ***. I emailed again this morning but no one has ***lied, and I just tried to call and got a voice mail saying the mailbox was full and I could not leave a message. I just need my vacuum returned as soon as possible, and the one they left here picked up so I can be assured that this transaction is in fact cancelled and also its been 5 days and I need my vacuum.

  Customer response

  08/27/2024

  Regarding Complaint 22199122:

  I was contacted by the business this morning (8/27) and arrangements were made to have the ***** picked up and my vacuum returned on Thursday 8/29.  I will contact BBB again after this happens and the complaint can then be considered resolved.  

   

  ***********************

  **********************

  Business response

  08/27/2024

  We have now scheduled a time to pick up the machine on Thursday. We are sorry for the inconvenience and delay in reaching out but our admin who handles these, has been out of the office with covid. If you have any further questions please let us know and again we are sorry for the delay reaching out. We will be there Thursday.

  Thank you,

  ***********************

  Office Manager

  Customer response

  08/27/2024

  I have reviewed the business response and accept this resolution.   I appreciate their prompt and courteous handling.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/14/2024 about 7:30pm Central time a young woman rang the doorbell. She gave a presentation on a new business and stated they were giving samples, but they would need to do a demonstration. I allowed them to come in in and set up for the demonstration and met ****** who demoed the ***** vacuum. ****** stated several times that she was pregnant and would get commissions that would really help towards the cost of having her baby and she would be entered into a contest to where she could go to ****************. ****** did tell me that I would be able to cancel, and they would go over all that with me which was not done. She also sent me a text message to have her number so I could contact her about cancelling. I was only provided copy view only of all documentation signed and no originals. Text messages starting 08/15/2024 went unanswered. I did call and got through on Friday 08/16/24 and was informed that things were cancelled, and they would make arrangements to pick up equipment on Saturday and have me sign the cancellation through the original contract. She also stated that everything was done on their end I did not need to write a letter stating that I wished for things to be cancelled the original text sent to her would suffice. I reached out on Saturday 08/17/24 to find out a time for the pickup and cancellation signing and messages are still being ignored. I did also attempt to call X2 and had to leave a voicemail.

  Business response

  08/22/2024

  I am not exactly sure what this is all about, the ***** has been picked up and also cancelled with the finance company. I am assuming when she wrote this message the ***** had not been picked up yet, but as stated on the contract, we have 20 days to pick up our product after cancellation which we did. I am hopeful that since this has been handled she is now satisfied. Please let us know if we can do anything else to help her as we strive to keep our customers, past and present, happy.

  Thank you,

  ***********************;

  Office Manager

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 12th two gentlemen showed up at my door. Agreed on price and they took our current vacuum with them. Cancelled order within the 72 hour time in the contract. They came and picked up *****, but still haven't gotten our traded in vacuum. I will be seeking a judgement in small claims court if our vacuum (*******) is not returned within 3 days which reflects the 72 hour cancellation time. Phone said messages full on voicemail. Was called back but was informed she would have to reach out to salesperson. He told me on March 15th he didn't know where our old vacuum was being held. That tells me no one knows where our old vacuum is being kept.

  Business response

  03/20/2024

  We have been in touch with this customer and we have taken care of his complaints. I am replacing his missing machine and refunding his down payment today. He said he was happy with the the resolution when he spoke to our representative.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ***** , I bought a vacuum cleaner from one of the sellers who stopped by my house on 6/14/2023. They were greeted at my house and made it sound like they were making me a great deal at a super discounted price since it was just a demo and the vacuum wasn't new. and well I wanted it for my floor which is ********* They told me they had a tool that you could put on it and you could clean it between the grooves in the tile to get the dirt out. They told me that at that time they did not bring it and that the next day they would bring it to me, which never happened. I tried to talk to him. many times to the number that they gave me on the card but no one answers me. I also tried to talk to customer service but no one answers. Some of the numbers are disconnected are out of service or saying that the voicemail is full so you cant leave a message Later I went to the website and found that I was scam because I could have bought a new one for half the price they sold it to me. I called the offices on 6/16/2023 to inform them that I wanted to cancel. BUT no luck contacting them, I made several attempts to call and text them with no response. So I called ***** customer service and they suggested I send cancellation request letter to distributor PALMETTORHINO SOLUTIONS LLC No later than 6/17/2023. I sent the cancellation letter on time and it is a certified letter with tracking. it would be very helpful if the company would call me and schedule a time to pick up their equipment..oh let me know where to drop it off please Have some of you call or email me.

  Business response

  06/27/2023

  We have spoken to this customer, and resolved his issues. He should now be satisfied with the outcome of his complaint. Thank you

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I purchased a Demo ***** from a sales person on March 26,2023. They were welcomed into my home and made it seem like they were selling me the ***** at a discounted price since it was just a Demo. I later logged into the ***** website and I found that I could have purchased a brand new ***** for the same price. I called the gentleman ********************************* on March 27,2023 letting them know that I wanted to Cancel. They told me they will call me back on MArch 28,2023 but I never got a call back, I made several attempts to call and text them with no response. So I called the ***** customer service and they suggested I send a cancellation request letter to the distributor PALMETTORHINO SOLUTIONS LLC ****************************************************************** no later than March 29,2023. I sent the cancellation letter on time and it was a certified letter with tracking. It shows that the letter was received by the distributor but no one has called me back. I am currently working with a customer relations specialist on resolving this issue, but it would be very helpful if the company actually calls me and sets up a time to pick up their equipment. SERIAL # ********** is the number that shows on the owner registration paper that was given to me the day of the sale. Have some call me or email me.

  Business response

  04/13/2023

  Hello,

  The ***** has now been picked up from this customer and cancelled through the finance department. We apologize for any delay. The salespeople were working really hard to qualify for a company contest, so I apologize if they didn't respond or pick up the ***** as fast as the customer would have liked. Per the contract, they do have twenty days to pick up the machine, but I will inform the representatives to try and be more diligent in the process moving forward. 

  Sincerely,

  *************************

  Office Manager

  Customer response

  04/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Kirby via a salesperson that knocked on my boyfriends door. I was very interested in a Kirby to begin with since my mom and grandma always had one. I decided to get one but I was left with the demo vacuum that was already had dirt and dust before she even demoed it for me. The box was all beat up, I still haven't gotten a copy of any of the paper work or receipt but they took the down payment already. I went online and seen I could get a brand new one for less and more attachments. I've sent to emails to cancel and also called the number that's online and it's disconnected. They didn't leave a business card or any info on the actual companies name. So I seen it was Palmetto Rhino Solutions when I seen it on my bank statement. I want this canceled and refunded as I seen online I have 3 days to cancel which was not told to me but I'm still within my 72 hour window.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/12) */ We have been in contact with this customer to let her know we will be there as soon as possible to pick up her product. She seemed happy with the communication. Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Got in touch with the company and they happily took it back. The product is good and the communication with them once I got a hold of them was good. Appreciate them helping me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩