Brigham and Women's Hospital Center for Evidence-Based Imaging (CEBI)

August 26, [redacted] RE: Complaint Case: [redacted] Customer: [redacted] To Whom It May Concern:Thank you, for the recent e-mail regarding the above referenced Revdex.com file number, for [redacted] We appreciate the opportunity your notification has provided us to assist our customer in resolving these issues Mrs [redacted] per review of your final invoice we show that all charges are correct Your final invoice includes a prorated credit for the billing period, final pickup fee, and a charge for the final month of your month lease obligation You accepted a new month lease when you called to schedule your move in JuneThis obligated you to month term as stated in the lease you accepted You scheduled pickup in the 2nd month of this lease term leaving the 3rd month outstanding However upon review of a call with one of our agents they did mistakenly advise you that the final invoice upon pickup would only include any billing for the current cycle and the standard pickup fee In light of this we will be waiving the charge for the 3rd month of service even though you didn’t meet the terms of your lease We will be setting the final balance to $and nothing further from you will be required We have attempted to contact you today to inform you of this, but were only able to leave a message We would like to thank the Revdex.com for their assistance in helping to resolve this matter Mrs [redacted] can contact us at [redacted] 7:30am – 6:30pm CST Monday – Friday if she has any further concerns and we would be happy to assist her.Sincerely, [redacted] Director of Customer Service

Dear [redacted] ,Thank you for your feedback We would love to address your concerns with you and answer any questions you may have Unfortunately we are unable to find a completed or partial order using the information provided I can tell you that AZUMA is very upfront with all pricing, promotions, and order details prior to your commitment of service We want you to have all the information so that you can decide what is best for you and your leasing decisionRecently AZUMA sold all appliance services to Appliance Warehouse and has not processed any new residential orders since that time If a residential customer starts an order through our website they are directed to Appliance Warehouse Is it possible you actually worked with Appliance Warehouse on your order? I only say this due to the details and pricing you give don’t match anything AZUMA offers The promotion you detail hasn’t been in place in over a year Regardless I would love to speak to you directly to go over this Please feel free to contact me directly at [redacted] 7:30am – 6:30pm CST Monday – Friday and I would be happy to help Thank You, [redacted] Director of Customer ServiceAZUMA Leasing AZUMA Leasing

Thank you for your feedback and taking the time to post your commentsWe apologize that you were not satisfied with the condition of the leased appliancesOur customers satisfaction is important to us.In review of your account I don't show that we were ever made aware of any issues with your appliances, however we would've been happy to exchange out the appliances for a set that you would have been satisfied withWe also have a day satisfaction guarantee that allows all customers to cancel services up to days after the initial delivery if they are not satisfied and a refund is generated for any charges paid for delivery.As for your claim of "hidden fees" we strive to provide all rental amounts and any additional fees during the order process, withing your lease terms, in all email notifications and during the process of scheduling a final pick up of the lease appliancesWe want to be up front and transparent with all rental amounts, fees and terms so that our customers have all the information prior to and after setting up service with usWe show that you selected and signed up for a month lease obligation, however you only completed months of your leaseInstead of holding you responsible for the remaining months of your lease we only charged you for the 3rd month due to all our leases, regardless of the lease term, have a standard month minimum obligationIn regards to the pick up fee this was part of the promotion that you qualified forWe have a standard delivery and pick up fee on all leasesHowever we waived the delivery fee as part of your promotionAgain all of this information was provided to you during the order process and within your lease agreementWe show that you have contacted our office and spoke to our resolutions manager who has also explained this to you earlier today as well provided you a copy of your leaseIf you have any further questions please feel free to reach out to us during business hours Monday - Friday 7:30am - 6:30PM C.S.T and we would be happy to assist you and answer any additional questions you may have

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] It is clear Azuma does not believe their practices are deceptiveI respectfully disagree, and urge them to add language to their website that would allow them to be more upfront in dealing with customersHowever, I do not wish to deal any further with this company, so I will accept this resolution Regards, [redacted]

March 21, Revdex.com La Posada Drive Austin, TX RE: Complaint Case: [redacted] Customer: [redacted] To Whom It May Concern: Thank you, for the recent e-mail regarding the above referenced Revdex.com file number, for [redacted] We appreciate the opportunity your notification has provided us to assist our customer in resolving these issues Mr [redacted] emailed our office on Friday 3/regarding his concerns about a credit bureau inquiry that had been processed during his initial order with our company The concerns he expressed were the same that he states in this Revdex.com complaintWe contacted Mr [redacted] shortly after receiving his email to address his concerns We did advise Mr [redacted] that our website does provided the following information prior to the actual inquiry: “All applications and pricing are subject to credit approvalClicking on continue will proceed with your credit review.” We provide this verbiage in accordance with all applicable requirements as well as a notification for all our potential customers that a credit check will be processed In no way do we intend to mislead anyone in what our process is during our order process Our website also has a direct link to our live online chat option to allow anyone processing an order to contact one of our representatives with any questions they have prior to completing any step of the order process We are sorry to hear that Mr [redacted] was not satisfied with his experience with AZUMA We have canceled Mr [redacted] pending order at this time as well per his request We would like to thank the Revdex.com for their assistance in helping to resolve this matter Mr [redacted] can contact us at 800/355-7:30am – 6:30pm CST Monday – Friday if he has any further concerns and we would be happy to assist himSincerely, [redacted] Director of Customer Service

RE: Complaint Case: [redacted] Customer: [redacted] To Whom It May Concern:Thank you, for the recent e-mail regarding the above referenced Revdex.com file number, for [redacted] We appreciate the opportunity your notification has provided us to assist our customer in resolving these issues In reviewing the complaint and the customer’s account we have found that Ms [redacted] did contact our office on 7/9/regarding her outstanding balance from 6/to make payment arrangements She requested an extension of payment until 7/24/ Ms [redacted] was advised of the next payment was due on 7/as well and that in order for us to extended her payment from 6/26/for the length of time we needed to have the next invoice either paid along with the 7/24/ payment or ensure that the 7/26/invoice was paid on time Ms [redacted] advised us that she couldn’t commit to that arrangement and stated that we have allowed her to make payments late in the past We advised her that we don’t allow anyone to make payments late as a course of business, but AZUMA will work with our customers as long as we can come to a reasonable arrangementOur intention when working with any customer in a situation like this one is to ultimately resolve the outstanding balance and that this is a temporary measure that will also bring the customer current and continue to maintain the account within the terms of the lease agreement as Ms [redacted] agreed to when she accepted our service and equipment We fully appreciate Ms [redacted] ’s business and find it unfortunate that she feels we have not worked with her in light of the numerous arrangements that have been made in the past to assist her in maintaining service, however we do also require our customers to make rental payments in a timely and consistent manner and in accordance with the terms and conditions outlined in their lease as any business has a legitimate right to expect for services rendered In our subsequent calls with Ms [redacted] she has elected to have the lease equipment picked up and end her service with AZUMA We currently have a confirmed pick up date of 7/18/and once this pickup is completed Ms [redacted] will receive a final invoice that will reflect any rental and associated fees as outlined in Ms [redacted] ’s lease.As to the accusation regarding the preauthorization of funds for her outstanding balance due in the past we show we have discussed this with Ms [redacted] in the past and fully explained that this policy is outlined within her lease, online on our website and appears as part of the terms of us every time a customer makes payment through our online payment portal and has to be accepted prior to completing the payment We would like to thank the Revdex.com for their assistance in helping to resolve this matter Ms [redacted] can contact us at ###-###-#### 7:30am – 6:30pm CST Monday – Friday if she has any further concerns and we would be happy to assist her.Sincerely, [redacted] Director of Customer Service

RE: Complaint Case: [redacted] Customer: [redacted] V [redacted] To Whom It May Concern:Thank you, for the recent e-mail regarding the above referenced Revdex.com file number, for [redacted] * [redacted] We appreciate the opportunity your notification has provided us to assist our customer in resolving these issues Mr [redacted] contacted our office on Friday 6/regarding his concerns about a billing / payment issue After reviewing the account we noticed that a system error had mistakenly caused a duplicate debit from Mr [redacted] ’s credit card for a delivery charge The agent handling this immediately contacted our accounting department and expedited a credit card refund of the duplicate charge The agent notified Mr [redacted] of this and advised him the refund was submitted on our end and would be applied back to his credit card The agent also issued a $courtesy credit due to the inconvenience Upon receipt of the Revdex.com complaint the following day we reached out to Mr [redacted] and left him a voicemail confirming again that the credit card was refunded and invited him to contact us back if he had any further questions We then followed up again on 6/to see if Mr [redacted] needed any further assistance To date we have not heard back from Mr [redacted] and assume this matter is resolved We would like to thank the Revdex.com for their assistance in helping to resolve this matter Mr [redacted] can contact us at [redacted] 7:30am – 6:30pm CST Monday – Friday if he has any further concerns and we would be happy to assist him.Sincerely, [redacted] Director of Customer Service

Mr [redacted] we have confirmed that the refund was processed through our accounting department as stated to you on Friday 6/17/in the amount of $to the Visa card ending in *** This process, depending on your banks processing time, can take 3-business days Considering the time the refund was processed on Friday we assume the first business day would be Monday Based on that the 3-business days would put the refund processing time from Monday - Friday Please be aware that after we process the refund we have no control over the actual time frame in which the funds are placed back into your account nor can we provide you an exact date or time of the refund as this is not processed by our company We suggest any further questions regarding the refund be directed to your bank or credit card provider as they may be able to provide you with further information regarding their processing time for refundsHowever in a further effort to assist you we will retrieve the print out of the refund processed on our end so that you have it for your records We will send this to you by email later today Again we apologize for the billing error Our only goal has been to correct this and assist you in resolving this matter Please feel free to contact us if you have any further questions

Dear Ms [redacted] ,AZUMA only offers lease terms of 3, or months The term you agreed to was a month term obligation This is clearly noted in the lease that you acceptedYou only completed months of that obligation In light of your situation we, as a courtesy, only charged you for our minimum lease term of months which we think is more than fairHowever if you would like us to hold you to your full month lease obligation and add the additional months to be in compliance with your least terms then please let us know We assumed that by working with you and only charging you for the minimum lease obligation of months versus the months you agreed to would be satisfactory Thank You,AZUMA Leasing

Complaint: ***
I am rejecting this response because:I was contacted once on Friday by someone by the name of *** at 8:14amDue to my work hours I was unable to answer at that timeTo say that you all contacted me twice is a blatant lieI, however, called the number back and when my call went unanswered I left a voicemailI still have not received a call back. Also so to touch bases regarding your customer service rep "explaining in detail" the process of what I would need to do, is again a lieThe young lady had no idea why it showed twice on my credit report, or why one shows as a negative and the other positive depending on which company pulls the creditAfter asking her manager on the steps I asked "after I email the company I'm instructed to email, then what?" She then told me "well I'm not sure, I think it should take no longer than days to reflect on your credit report, that's usually how long it takes." And once again after years I'm still left with no idea of why the same company is reflecting twice on my credit report, why was a balance sent to the credit bureau, why was I not contacted before sending to collections, what date was this balance of zero reported, and why was I promised years ago that it would be removed and years later I am still dealing with thisThere has been no one from your company who has been able to fully explain to me in detail WHY and how this happened!? I, again, ask that you all do whatever it is you all need to do to remove with one (negative), or both from my credit report immediatelySeeing that you all had no grounds to report it initially!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I still have not received my refund to my bank account after the agent assured me it would only take 3-business daysI have reviewed the two messages left to me by Azuma Leasing and their contact is unnecessaryThey know what the issue is and have not moved to resolve itI would like to know immediately when (DATE and TIME) of my refundI expect it by FRIDAY 6/before I pursue legal counsel.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: There is no actual defined statement within the lease that says I'm held to any payments for the equipment is returned and the contract is terminated, or about a month minimum as you statedHowever, the lease does speak clearly about while still in contractTherefore, I don't agree that I should pay the entire month since I no longer had the equipment
Regards,
*** ***

Complaint: ***
I am rejecting this response because:- I am waiting until Friday to make sure the payment is voided- I do NOT want you all to share my information with Appliance WarehouseI have no intention of doing business with Azuma or Appliance Warehouse now or everAzuma, please refund me, delete my information, and do NOT share it with Appliance WarehouseI did not consent to doing business with them and have no intention of doing soThank you
Regards,
*** ***

See attached

Dear *** ***Thank you for bringing this to our attention I would like to apologize for the delay in resolving your damage claim After review of the information you previously provided it was clear that this should've been resolved much earlier Since your Revdex.com submission we
have contacted you and made arrangements to reimburse you for the cost of the damage I have tasked my resolutions and damage claim departments to closely follow up on thisI know that they have been in contact with you to make sure this matter is fully resolved to your satisfaction We hope that this will not reflect negatively upon the service that we provided during your lease with us and are happy to answer any questions or provide any further assistance in the future Please feel free to contact me directly as needed Thank you for your time and understanding in the matter *** ***Director of Customer ServiceAZUMA Leasing***

Ms***, As stated in our initial response we have reviewed your account payment history and the last credit bureau report that was sent after your account was closed We have found no discrepancies with the tradeline update that was sent and it accurately reflects both the overall payment history on the account as well as the final status If you feel there is any issue with either report from Equifax or Transunion then please visit their online websites to file a "tradeline dispute" This is the most efficient way to address this issue Once you submit the dispute we will review what they have on file for you and if their tradeline is not reflecting what we show was updated we will be happy to adjust as needed We will continue to attempt to contact you to go over this and any other questions you may have, but please feel free to contact us at *** from 7:30am - 6:30pm CST Monday - Friday

Thank you for your feedback and taking the time to post your commentsWe apologize that you were not satisfied with the condition of the leased appliancesOur customers satisfaction is important to us.In review of your account I don't show that we were ever made aware of any issues with your
appliances, however we would've been happy to exchange out the appliances for a set that you would have been satisfied withWe also have a day satisfaction guarantee that allows all customers to cancel services up to days after the initial delivery if they are not satisfied and a refund is generated for any charges paid for delivery.As for your claim of "hidden fees" we strive to provide all rental amounts and any additional fees during the order process, withing your lease terms, in all email notifications and during the process of scheduling a final pick up of the lease appliancesWe want to be up front and transparent with all rental amounts, fees and terms so that our customers have all the information prior to and after setting up service with usWe show that you selected and signed up for a month lease obligation, however you only completed months of your leaseInstead of holding you responsible for the remaining months of your lease we only charged you for the 3rd month due to all our leases, regardless of the lease term, have a standard month minimum obligationIn regards to the pick up fee this was part of the promotion that you qualified forWe have a standard delivery and pick up fee on all leasesHowever we waived the delivery fee as part of your promotionAgain all of this information was provided to you during the order process and within your lease agreementWe show that you have contacted our office and spoke to our resolutions manager who has also explained this to you earlier today as well provided you a copy of your leaseIf you have any further questions please feel free to reach out to us during business hours Monday - Friday 7:30am - 6:30PM C.S.T and we would be happy to assist you and answer any additional questions you may have

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 *** It is clear Azuma does not believe their practices are deceptiveI respectfully disagree, and urge them to add language to their website that would allow them to be more upfront in dealing with customersHowever, I do not wish to deal any further with this company, so I will accept this resolution.
Regards,
*** ***

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. Hi *** ***I hope all is well. Can you please close out this complaintI spoke with a wonderful young lady by the
name of RC Hernandez and she was able to resolve my complaint quickly to my satisfaction. She was wonderful to work withAt this moment, I am completely satisfied. Thanks *** ***