Crest Financial Services, LLC

It appears from the notes in our system regarding Ms. [redacted] and Mr. [redacted]’s account that the situation has now been resolved. The representative Ms. [redacted] spoke to this morning emailed her a letter stating the account has been paid in full since February 2016, and also sent a new report file to...

the credit bureau. Unfortunately, we can’t control how credit bureaus handle our reports, but Ms. [redacted] can send the paid in full letter to them to achieve her desired result.

We apologize for the delay and problems in processing Mr. [redacted]'s refund. It was processed June 1, 2017 and is now in his account.

We pride ourselves on providing the best customer support in the industry, and for that reason we record all calls for training and quality purposes. Our sophisticated customer contact management system also automatically logs all calls made and received as well as actions on all accounts (scheduled...

payments, fees waived/charged, communication emailed or mailed via USPS, transactions/logins via the online customer portal, etc.). We did not receive any calls from Mr. [redacted] on 1/13/17. We do have a recording of the call we received from Mr. [redacted] at 8:17am MT on 1/14/17. During this call Mr. [redacted] was rude and disrespectful, using foul language, and ended the call by abruptly disconnecting. In spite of Mr. [redacted]'s approach, our representative maintained a patient and professional demeanor in explaining the details of Mr. [redacted]'s account. During that call, Mr. [redacted] indicated he had paperwork specifying his 90 Day Early Ownership Option deadline date was 1/14/17. However, all the documentation we have provided to Mr. [redacted] since the original transaction confirms that date to be 1/13/17. In addition to a welcome call on 10/27/16 at 1:49pm MT during which the agent reviewed scheduled payments and 90 Day Option date, he also received a welcome letter via U.S. Mail and email confirming that information. He also created his account within our online customer portal on 10/15/16, and the 90 Day Option date of 1/13/17 was clearly displayed on his account page until the day after it expired on 1/14/17. Mr. [redacted] logged into his portal numerous times between 10/15/16 and the date of this response, and the 90 Day Option date of 1/13/17 was clearly visible to Mr. [redacted] each of those times. However, we did offer to honor the date of 1/14/17 if Mr. [redacted] could provide a copy of the document reflecting that date. He declined to provide that document.  We also spoke with Mr. [redacted] on 12/14/16 at 11:04am MT regarding a scheduled payment on 12/10/16 that had been declined by his credit card. During that call, he was notified that his 90-day Option expired on 1/13/17, his balance due on that date was $1,450.91, and his next payment of $156.99 would be due 12/24/16. Mr. [redacted] verbally acknowledged that information. On 10/15/16, Mr. [redacted] signed a lease agreement which clearly identifies the terms to which he agreed. His signature page, the full lease agreement, and the receipt of goods form are attached for reference. By signing the agreement, Mr. [redacted] acknowledged that he had read and understood the lease and its terms, including the additional lease terms on pages 2-6, and received a completed copy of the lease. The terms and payments relevant to this complaint are defined in detail in sections 2, 6, 8, 10 and 11. Per section 6, Mr. [redacted] may exercise the Early Purchase Option currently available to him (option B) and make a lump sum payment of $2,170.09 to complete the lease and own his merchandise. Otherwise, he has regular bi-weekly payments of $156.99 (next payment due 1/21/17) currently scheduled through 10/14/17. Upon making that final payment, Mr. [redacted] will own his merchandise and the lease will be complete.

We greatly appreciate your polite request and we apologize for the error in reporting your credit. Our automated credit reporting system went down last year and we are still trying to find and update all of the erroneous reports. On October 12, we submitted an update to Equifax reporting that your...

lease is now Paid Off. It may take some time before the revision appears on your report. Once we have submitted an update, it is up to Equifax when the report is updated to match. Unfortunately, your report will still show that you were past due at some point during your lease. Your account was past due for several months on two different occasions. Had you called us before you missed your first payment, we might have been able to help by temporarily suspending payments, keeping you from becoming past due; but after this much time, we cannot simply remove the correct reporting. Your report will show that you made your final payment on April 21, 2016 and that you paid the lease off, which closed the lease.

At Crest Financial, we provide families with no credit needed lease options through selected retail partnerships. The customer selects the merchandise from a local, privately-owner store. Crest pays the retailer for the merchandise and the customer leases the merchandise from Crest, making regular...

payments to own the merchandise. Because we offer leases rather than loans, we own the merchandise. The customer must make regular payments in order to maintain possession of the merchandise. The customer is responsible for making payments for the amount of time they have had the merchandise. When a customer falls past due, they are still responsible for making those payments and must pay them before we can execute a return. In order to return items, customers must pay for the number of days they have had possession of the merchandise. The entire returns policy is explained in Item 7 of the lease agreement. Currently, the customer’s return amount is $411.03. This is the amount the customer would need to pay in order to return his merchandise through Crest. This amount is pro-rated per day until the payment is received, so the amount will increase slightly until then, or until another payment is made. Item 7 of the lease agreement also explains that we cannot accept returns on damaged merchandise. If the merchandise is damaged, the customer is responsible for the full amount and terms of the leas as explained in Item 3 and in the boxes just above the signature line on the second page. The customer has mentioned in previous phone calls with our customer service team that the merchandise is damaged. If that is the case we will be unable to execute any return.

Complaint: [redacted]
I am rejecting this response because Crest is ruining my credit report by refusing to delete the account after it was paid .
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have stated multiple times that all payments have cleared from my account. This company continues to offer documentation as "proof" however each time documentation is presented it is different. I am not surprised that after mentioning conflicting stories and information received from this company  as well as offering documentation, this company  does an "investigation" in which different information is found. This company is falsifying business records. As stated in my previous message I have documentation which will show that this company continues to offer conflicting information. The information offered by the company in its last message is different then what was stated in previous messages and is different then what was stated in the email correspondence. This company is fradulatenly withdrawing funds from my bank account and falsifying business records. I have stated multiple times that my husband and I have not authorized any further withdrawals from our bank account so if any payment is taken out on 2/25 it will be another unauthorized payment. What is the next step in this process? Its clear the company and myself have different accounts of what is correct. This company is falsifying business records and continues to be untruthful in the information it presents. I am very disappointed in this company and its business practices. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received voice messages on my son"s phone(13yrs old). Civil is my demeanor until rudest and disrespects presented by the company representative. I asked in May for clarification on the price change I was told that was my problem and when will I be make a payment. Harlem furniture conducted this application. I have sign agreement from them and was mailed Crest policy. I was told ! was accepted for 1800 dollars. I work for 4pm to 12AM with I am unable to debate at those hour.
ture
Sincerely,
[redacted]

We have expedited funding and it will post in her account by tomorrow. We apologize for the frustration this delay has caused.

We appreciate Ms. [redacted]’s ongoing commitment to making her lease payments as agreed and are willing to work with her in finding a mutually acceptable resolution. A signed copy of her lease agreement is attached, and the terms are clearly stated on the first page. She agreed to a bi-weekly payment...

schedule and a 12-month lease. Additional information on fees relating to late/missed payments, changes to payment dates, and other services are in sections 8, 10 and 11. As a courtesy to Ms. [redacted] when she called to make catch-up payments in recent months, we have already waived $69.00 in fees related to Ms. [redacted]’s requests. We have the following options available to Ms. [redacted] moving forward: 1.       Set up a monthly payment schedule to replace the current bi-weekly schedule since Ms. [redacted] notes that monthly is now better for her than bi-weekly. 2.       Provide a 30-day payment holiday for Ms. [redacted], which would allow her 30 days to get back on track with her bi-weekly payment schedule (this would extend the term of her lease by those payments, not eliminate them from being due). Because Ms. [redacted]’s most recent scheduled bi-weekly payment ($47.50 due on 1/21/17) was declined by her credit card and her account is in default, she will need to contact us within 3 business days to determine which of the above two options is best for her. We look forward to having a productive, professional, and non-combative conversation with her when she calls.

Complaint: [redacted]
I do not accept this response...first all it is more so addressing my late and/or returned paymemts on which I communicated with you and made all of my payments plus any applicable fees!!! Additionally, you left out that during my calls to you today I also stated I was calling to make a payment and update my info. Your response also goes on to give the reason for my hardship, what happened to privacy??? Irate, no...assertive, yes! As you said yourself, my "complete order was not received until 7/29...also, the chester did not cross my threshold on 7/22, as the drivers noticed it was damaged when removed the while still on the truck, they did not deliver it into my home that day. I finally received my chester on 7/29 as stated. Again, as I stated before this is about the ridiculous amount I was quoted an amount over $1300 when I've paid $966 towards  $1561??  I stated my resolution Is simply pay the difference and the Nov 3rd payment I stated I'd take care of today. So, yes please respond with Your discounted early pay out ownership option.
I am rejecting this response because:
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.
Sincerely,
Chante J[redacted]









Read More Customer Complaints:

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Complaint: [redacted]
I am rejecting this response because: There is no solution or even a time frame for a solution offered. All I have been told is that they are working on it and are hoping to have it figured out by early next week. That timeframe has been missed every week for 2 months. Crest saying that they know they haven't payed me but have been in contact with me and are working on it, is not a satisfactory answer. 
Sincerely,
[redacted]

At Crest Financial, we provide families with no credit needed leasing options through selected retail partnerships. We help people purchase large items even if they don’t have access to traditional credit so we don’t check customers’ credit to make an approval. If this is a case of identity theft,...

we are happy to close the lease as such. We will need some paperwork from Mr. [redacted] in order to close the lease. Our phone agent already sent a copy of our fraud affidavit form, and we have attached another copy of the form below. We also need a copy of the police report filed about the fraud. Once we receive this documentation, we can investigate the complaint to close the lease as fraudulent. Please send these documents to [email protected] referencing the Lease ID # highlighted at the top of the attached lease agreement.

Complaint: [redacted]
I am rejecting this response because:I have been making payments because they were automatically set up when I purchased the furniture at NE Factory direct. My copy of the agreement that I have is NOT signed at all and is blank. As you can clearly tell on my OH license; it was not signed by me. Now I need to be inconvenienced and bother the police because of this? The price of the couch has been paid in full and I have not agreed to pay anymore. I also want my credit card information removed so that no payments are automatically taken again without my approval. 
Sincerely,
[redacted]