Coastal Aire Concepts, Inc

On November 30th, *** *** notified our office of wanting to cancel her purchase made on November 17th, We asked her to refer to the contract and how she would have need to notify our office by the midnight of November 20th, in order to cancelShe stated that she was away from
her house and would need to get to her contract to review itAdvising her of where to look *** stated she would be contacting the Attorney General and hung up. After our conversation we called the finance company and asked them to review the call they had made for consumer verificationDuring the call *** did not make any statement of feeling pressured or unsatisfied in any manner On December 1st, our office received a signed copy of France’s notice of cancellation dated by her on November 30th, which is outside of her day right to recession period(see attached copy)*** is able to contact RFFC Financial to request monthly payment stubs instead of electronic ACH We feel that this is an attempt to cancel outside of the cancellation period.We continue to strive for an excellent level of customer service and appreciate your help is resolving this matterIf there are any further questions or concerns, please call (360) 459-8060.Brandon S*President/Owner *** ***Fax: (360) [email protected]

Attached is a letter from Snap Line Services confirming that they also verified all terms of the agreement with *** ***They state in the letter time and date as well that they have the call on recording and will release the recording if *** desiresKim denied in in her last response that she ever received this callShe stated that we never answered her call when she called in to cancel her purchase on the 7th but in fact verified the snap line services on the 7th at 10:12A.MWe never received a call or any other form of notice that she wanted to cancelWe are open Monday-Friday form 9AM to 9PM and Saturdays form 10AM-2PM and accept all calls during that time and return all voicemails left during our closed hours during the next business day*** was given a copies of her contract at time of purchase disclosing all the terms of the cancellation in in different locations on the agreementAs well as a verbal explanation of the agreement including to the business day right to cancel. The contracts also disclose our office address as well as phone number to contact usShe Contacted us on facebook on 12/21/at 3:23PM and had no problem calling shortly after that and reaching usDuring our conversation I explained to her that I could not cancel the contract and that she was out of her cancellationI am not sure what other clarification I can give to you at this timeif there is something more you need please let me know and I would be glad to to assist in any way I canWe also have all information of contact recorded with the Revdex.com, google, yelp and all of the information is consistent through all those sources as wellI have provided a signed copy of her contract(minus top portion to protect this consumers personal information but again upon her acknowledgement I am more that happy to share the restShe was also left with manuals to the equipment that she purchasedThe manuals have all the contact information for the manufacture as well which could have reached us to help her. She could have reached out to us through a friends phone if her phone was not workingNone of these in which she did. Thank you for your help in this matter as I look forward to resolve the complaint with the consumer but at this time I am unable to accept the cancellation.Sincerely, -Brandon S***

Thank you for bringing this to our attention.
We will make sure that all information we have for you is deleted from our system and that no furthur contact will be made from our office
Also, we will be looking into this internally to see why your origanal request was not proccesed and
removed at that timeIt is pur policy to respect request of anyone who wants to be removed from our listIf you have any other comments or concerns please contact us directly at ***
Happy Holidays,
-Coastal Aire Management

Complaint: ***
I am rejecting this response because: This was not explained to me at the time of purchase or I never would have made such a purchase without knowing if the product worked or not. I never talked to the finance company to agree to anything!!! The only person that I talked to about this vacuum was the sales person that was in my home for hours! I have been trying to reach their office since two days after the purchase to return this product.
Sincerely,
*** ***

Since receiving this notice we have meet with this consumer and inspected their products. At the time of inspection we could not duplicate the issue with the product. Even though we could not reproduce the issue we exchanged the Majestic for another new majestic from our office, tested the new one...

so the consumer could see that there was no reoccurring issue and informed the customer to contact us if there is any further questions.

I first off would like to apologize for any confusion that may have happened.
After reading your complaint I contacted the Revdex.com to see if they could help clear up some of the confusion here and they informed me that they contacted you and discussed the matter with you.
On October 11th a...

representative of Coastal was out in the city of Olympia conducting promotional questionnaires with the community. Our representative Samantha spoke with you at your home where you completed the questionnaire and signed completing the questionnaire an and acknowledging that in return we conduct daily as well as quarterly prize drawings fro those that participate and left you a card with the contact information for our office as well. We have been trying to reach you because you were drawn for the main prize ($500 gift card of Gas or Groceries) that you got to chose from. After several attempts to reach you we did send you a text for your package asking for you to call our office and at that point we did not hear from you.
I personally tried to reach you to explain that this was not a hoax and that there was no obligation and that you could pick it up at our office or we could mail it to you in which we would need to get the address to do so. I know a representative at the Revdex.com offered to have you pick it up at the Revdex.com office as well and you declined. To explain why you we did not disclose in the text what it was, is because with out being able to reach you we did not know if you had changed your number and we did not want someone else to call in trying to redeem your prize falsely. I do apologize and understand you feel that was misleading but I do want to assure you, it was to insure that you were the one in fact receiving the prize. We will make sure we find a better way to notify future winners. 
As we stated to the Revdex.com we know this $500 could help everyone during the holiday especially and want you to know that we will continue to hold on to it for you and if you change your mind please let us know and we will get it to you in the method of your choice. We wish you and your family safe and happy holidays.

We received no response from this consumer. She states that she tried to notify us but we received no call, email, fax, Facebook messenger, or letter from this consumer in regards to canceling her purchase. As stated on her contract she would have needed to mailed, email, and or faxed a written form...

of cancellation to out office no later than the midnight of the 3rd business day after purchase. She also verified her purchase with the finance company uses at time of purchased. (Snap line services) and stated she agreed to the terms of purchase. At that time (Snap Line services owns the contract) I informed her that she would need to contact them about her agreement. I also informed her that failure to pay them could result as being sent to collections (not be sued) and that she would need to contact them to make arrangements. I then gave her the number for the financial lender and she hung up on me. We attempted to resolve the issue the best she could but clearly this is an attempt to get out of her contract out side of the cancellation period. I have attached a copy of her notice of cancellation and how to do so. If there are any further questions please feel fre e to contact my office.

Complaint: [redacted]I am rejecting this response because:
Nothing has been done to address the problem.  Coastal Aire and FilterQueen are merely trying to ignore the issues and the cancelation and trying to redirect responsibility to someone else.  FilterQueen said that it is not their responsibility, as it was Coastal Aire's actions that created the problem.  Coastal Aire claimed that the loan finance company said that everything was ok so there was no problem.  In fact, when talking with the finance company, they only asked general questions about whether the loan payments amount was clear, and when the first payment was due, etc.  When I pointed out to them that that was all relatively moot, as I didn't want the equipment and was canceling the purchase, they just brushed it off as it was not their concern since they are just administering the loan, and the "sale" was by Coastal Aire.  It is a vicious circle that is just a waste of time, which seems to be their intent.Sincerely,[redacted]

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.
I just give up
Sincerely,
[redacted]

We apologize for your loss and understand it is never easy to loose a loved one. 
Unfortunatly there is nothing we can do at this time to cancel the purchase. As states on your bill of sale reciept all cancelation must be completed with in 3 business days of your purchase. At the point you...

called notified us of wanting to cancel it was over 5 months after your transaction. If you feel that there is an additional need to come out and help learn how to use your system again since it has been a while since your purchase, we would be more than happy to help with that. 
In reguards to exchanging the products we are unable to do that after those 3 business days as well. 
If there are any other concerns or questions you may have please dont hesitate to contact our office Monday - Friday from 10AM-9PM and Saturday from 10AM-2PM.
Sincerly,
 
Coastal Aire Management
Brandon [redacted]
Lacey, WA. 98503
Toll Free: [redacted]
Local: [redacted]

I tried to call and discuss the matter with [redacted] and see if he could help we figure out who he spoke to in my office so I could try and clear this matter up but did could not reach him.
As stated on the card whenn you call in we can tell you what that combinations matches up with. In this...

specific case the combination on the promotional card matches with a Kitchen Worth Serving Set. ($16.00 Value.)
I left a message with [redacted] explaining that to redeem the card you need to match the qualifiactions (Over 18 years of age, own your home, and be a legal U.S. Resident.). From there there are 3 options to redeem the prize. Come to our office ([redacted], Lacey, WA. 98503), mail in a copy of the card you have and we will mail you back your prize, or if you would like us to deliver it to you we ask that we can give a 90min. presentation over our products.
I'm not sure who [redacted] spoke with but I have reviewed this with my staff to make sure that no future misunderstanding happen.
Thank you for bringing this matter to my attention. Customer satisfaction is the highest priority for my company and I hope to here from [redacted] so we get his prize to him and bring his view of our company back to a positive one. 
Sincerly,
Coastal Aire Concepts
Brandon S[redacted]

I would first like to apologize to any upset that may have occurred.You are correct the promotion is only available for us residents over the age of 18 that own their own home. The reason being is that we work with residential air quality systems for home owners. There definitely was no targeting...

done when we sent the cards out. Using the Post Office Every Door Direct Mailing System can only pick mail carrier routes and not renters or home owners. The good news it that the card is transferable and if you know someone who owns a home they can redeem it for you.I appreciate your feedback as it helps us to continue to strive for the highest customer satisfaction. If there are any other questions please don't hesitate to call [redacted] and we would be glad to help. Sincerely,Coastal Aire Management

I apologize for any misunderstanding or upset that may have occured and know  will personally be looking into this matter myself.
I appreciate you bringing the matter to my attention as this is the first I have heard of it. Customer satisfaction with our company, staff and products is the...

most important detail at Coastal Aire.
There has already been a message sent to our head of marketing to make sure any contact information we may have is removed and that no additional contact is to be made with you. 
Thank you again,
 
Sincerly, 
Coastal Aire Concepts
Owner / General Manager
Brandon S[redacted]

[redacted],
I will be looking into this because you are 100% correct. Doing the presentation is not a requirement to receive a prize. The only requirements are you must be a Leagal U.S. resident, over the age of 18 and own your home. If you meet those qualifications your prize...

will be made available to you. Can you please call our office so I can see if you can help us with who you spoke to? Also, if you would like feel free to come into the address on the back of the card and redeem your prize at any time. We only ask that we get to do the presentation if you would like us to hand deliver it to you.
I apologize if there was a misunderstanding and I would love to hear from you so I can look into this further.
Sincerely,
Coastal Aire Concepts
General Manager