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

Complaint: [redacted]
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 3-5 business days. I have reviewed the two messages left to me by Azuma Leasing and their contact is unnecessary. They know what the issue is and have not moved to resolve it. I would like to know immediately when (DATE and TIME) of my refund. I expect it by FRIDAY 6/24 before I pursue legal counsel. 
Regards,
[redacted]

See attached.

Dear [redacted]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 this. I 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.  [redacted]Director of Customer ServiceAZUMA Leasing[redacted]

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].  We appreciate the opportunity your notification has provided us to assist our customer in...

resolving these issues.  Mr. [redacted] contacted our office on Friday 6/17 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 $25 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 6/21 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

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]
[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 7/9/15 regarding her outstanding balance from 6/26 to
make payment arrangements.  She requested
an extension of payment until 7/24/15. 
Ms. [redacted] was advised of the next payment was due on 7/26 as well and
that in order for us to extended her payment from 6/26/15 for the length of
time we needed to have the next invoice either paid along with the 7/24/15
payment or ensure that the 7/26/15 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
normal course of business, but AZUMA will work with our customers as long as we
can come to a reasonable arrangement. Our 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 7/18/15 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com 1005 La Posada DriveAustin, TX 78752 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 us on
6/1/15 to schedule a pickup of her leased appliances.  She stated she had already moved from the
address listed on her lease.  Though we
do require notification prior to move and at least 2 weeks notification we were
able to schedule a pickup for 6/3/15. 
When our driver arrived to complete the pickup on 6/3/15 they were
unable to complete the pickup due to the pathway was not clear and to remove
the appliances there would need to be a second technician to assist.  We were not aware of this when the initial
schedule was made or we would have scheduled the additional technician.  The pickup was rescheduled for
6/9/15 after Ms. [redacted] contacted us on 6/8/15.  Both technicians were dispatched to the
property on 6/9/15, however the leasing office was closed and our technicians
could not access the property without getting a key from the leasing office.  So this was rescheduled for 6/10/15.  Ms. [redacted] filed her Revdex.com
complaint on 6/10/15 stating that we had not completed the pickup on 6/10/15,
when in fact we had already completed the pickup earlier that day.  This would’ve been communicated with Ms.
[redacted] if she had contacted our office prior to filing the complaint.  She has since been made aware of the
completed pickup.  In her complaint Ms. [redacted] claims the
delay in completing the pickup cost her extra prorated rental fees from her apartment
complex and requested we reimburse her. 
We have contacted the apartment complex and spoke to Jorge, the property
manager for Centre at Peachtree Corners Apts who has informed us they will not
be charging Ms. [redacted] any additional rental fees so at this time AZUMA sees
no further action needed regarding this request.  We ask Ms. [redacted] to contact the apartment
complex if she has any further questions regarding this.    We have reached out to Ms.
[redacted] this morning and requested a call back to go over this information as
well as discuss her intentions of resolving her outstanding balance due at this
time as we have not received payment for services since July of 2014 though Ms.
[redacted] has had possession and use of the appliances during this time.               We would like to thank the Revdex.com for their
assistance in helping to resolve this matter.  Ms. [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

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 Mr. [redacted] contacted us by email on 5/31 and reported service issues
with his leased dryer.  We worked with
the customer to schedule a service technician to go out and service the equipment.
Our technician completed the service schedule on 6/4/15 and reported that the
issue was a clogged exhaust wall vent within his apartment.  He was instructed to contact his apartment
complex to have this cleaned out as we are not allowed to do this service as
the wall vent is part of the apartment structure.   Mr. [redacted] contacted our office again on 6/12/15 stating he was
having further issues with his dryer and confirmed the wall exhaust vent had
been cleaned.  A service technician was
scheduled for 6/16/15. The service was completed and our technician reported
that they had exchanged out a “Thermal Cut Off” sensor and that after testing
the unit appeared to be heating and operating properly.  Mr. [redacted] contacted us next on 6/20/15 stating he was still
having issues with the dryer.  We
scheduled an exchange out for the dryer due to continued service issues and
offered Mr. [redacted] a courtesy “down time” credit for the full month rental
cost of the dryer.  In review of the call
Mr. [redacted] agreed to this credit and made no further request of additional
credit at that time and did not state that there was any further action needed
at that time.  We have made contact with Mr. [redacted] regarding his continue
service issues and concerns. Mr. [redacted] is aware of the additional credit
provided and he has instructed us that he will be available for the scheduled
exchange out on 6/24/15.  We will follow
up on 6/24/15 to ensure that Mr. [redacted] is fully satisfied with his new
dryer and that there are no further service issues.                 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

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....

  We have reviewed our records regarding Ms. [redacted] account and her credit bureau tradeline and we can find no discrepancies in the balance or the tradeline status and it correctly reflects the history and current status of her account with AZUMA  Ms. [redacted] account was closed 12/3/08 after the pickup of our leased appliances was completed.  We processed and sent Ms. [redacted] the final itemized invoice on 12/18/08. This invoice reflected the final balance due.  This was not paid.  We were contacted by Ms. [redacted] on 11/7/14 in which she requested to verify the balance due.  We provided this to her and she advised our representative that she would contact us back to pay the amount due so that we could report her account paid in full and update her credit bureau tradeline as such.  We never heard back from Ms. [redacted] and we never received payment.  This Revdex.com was the only contact we have had with Ms. [redacted] since 11/7/14.  After receipt of the Revdex.com complaint we reached out by phone to her and once again went over the balance due and have emailed her the final invoice for her review.  We have advised Ms. [redacted] that once payment in full is received we will update her credit bureau tradeline to reflect the account has been paid in full.  Ms. [redacted] stated she would review the invoice and contact us if she had any further questions.   We would like to thank the Revdex.com for their assistance in helping to resolve this matter.  Ms. [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

Thank you for your feedback and taking the time to post your comments. We apologize that you were not satisfied with the condition of the leased appliances. Our 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 with. We also have a 10 day satisfaction guarantee that allows all customers to cancel services up to 10 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 appliances. We 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 us. We show that you selected and signed up for a 12 month lease obligation, however you only completed 2 months of your lease. Instead of holding you responsible for the remaining 10 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 3 month minimum obligation. In regards to the pick up fee this was part of the promotion that you qualified for. We have a standard delivery and pick up fee on all leases. However we waived the delivery fee as part of your promotion. Again all of this information was provided to you during the order process and within your lease agreement. We 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 lease. If you have any further questions please feel free to reach out to us during normal 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], and find that this resolution is unsatisfactory to me. However, this business responded so disrespectfully that I simply want to be done with this matter. I will be letting everyone I know to not do business with Azuma Leasing due to their elusive leasing agreement and fees.
Regards,
[redacted]

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.  AZUMA recently sold all appliance services to Appliance Warehouse....

 All current customers, as well as those that had signed up for services with pending future deliveries were transferred to Appliance Warehouse between 06/23/17 – 06/25/17.  We have confirmed that the order for Ms. [redacted] was transferred to Appliance Warehouse.  From our communication with Appliance Warehouse we have learned that they have not yet uploaded all customer data they have received and this may explain why Ms. [redacted] was told they couldn’t access her information and the delay of her delivery.  We have been working with Appliance Warehouse with any questions and assistance we can provide to make sure this transition is as seamless as possible, but realize some customers may have had a delay in expected services and some confusion during this transition.  We apologize for the issues Ms. [redacted] is having and have sent a follow up request to Appliance Warehouse to make sure they provide the services that Ms. [redacted] expects.  All payments that were processed by AZUMA for customers that were transferred to Appliance Warehouse are being sent to Appliance Warehouse.  Also any information that was sent to Appliance Warehouse was done so in the strictest confidentiality. As per the request by Ms. [redacted] we have voided the pending authorization for her initial payment.  This authorization will not be settled on at this point and her bank should release the pending authorization hold on the payment.  While we worked hard with Appliance Warehouse to make sure this transition was a seamless one and that no delay of services for our customers would take place it seems we did not meet that goal with Ms. [redacted] and for this we apologize for any issues that may have occurred.  We will follow up to make sure that Appliance Warehouse follows up with Ms. [redacted] and make her requests for cancelation is completed.   We would like to thank the Revdex.com for their assistance in helping to resolve this matter.  Ms. [redacted] is welcome to contact our office for any further assistance she may need as we are happy to assist her.Sincerely,[redacted]Director of Customer Service

August 26, 2015[redacted]
[redacted]
[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]
[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 3 month lease obligation.  You accepted
a new 3 month lease when you called to schedule your move in June. This
obligated you to 3 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 $0.00 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

Mr. [redacted] we have confirmed that the refund was processed through our accounting department as stated to you on Friday 6/17/16 in the amount of $75.74 to the Visa card ending in [redacted].  This process, depending on your banks processing time, can take 3-5 business days.  Considering the time the refund was processed on Friday we assume the first business day would be Monday.  Based on that the 3-5 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 refunds. However 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.

Ms. [redacted], 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 [redacted] from 7:30am - 6:30pm CST Monday - Friday.

Dear Ms. [redacted],AZUMA only offers lease terms of 3, 6 or 12 months.  The term you agreed to was a 12 month term obligation.  This is clearly noted in the lease that you accepted. You only completed 2 months of that obligation.  In light of your situation we, as a courtesy, only charged you for our minimum lease term of 3 months which we think is more than fair. However if you would like us to hold you to your full 12 month lease obligation and add the additional 9 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 3 months versus the 12 months you agreed to would be satisfactory.  Thank You,AZUMA Leasing

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 deceptive. I respectfully disagree, and urge them to add language to their website that would allow them to be more upfront in dealing with customers. However, I do not wish to deal any further with this company, so I will accept this resolution. 
Regards,
[redacted]

March 21, 2016 Revdex.com 1005 La Posada Drive Austin, TX 78752 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 3/18 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 complaint. We 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 approval. Clicking 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 800/355-5688 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

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 decision. Recently 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

Complaint: [redacted]
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 Warehouse. I have no intention of doing business with Azuma or Appliance Warehouse now or ever. Azuma, please refund me, delete my information, and do NOT share it with Appliance Warehouse. I did not consent to doing business with them and have no intention of doing so. Thank you.
Regards,
[redacted]