Goeppner Supply

We would like to thank Ms. [redacted] for bringing her concerns to our attention.  On May 28, 2015 her loan with MBC Investments, LLC/Aqua Finance, Inc. was sold to Global Acceptance located in Des Moines, IA.  We have not sent her any correspondence since May 21, 2015 and believe that she may...

be receiving correspondence from Global Acceptance.   I encourage her to contact them directly at ###-###-####.  Thank you.

We have received and reviewed Ms. [redacted]'s complaint, along with reviewing all the calls, which are recorded on our end, and reiterate our position that all terms and conditions were:  #1 Presented in writing via the Revolving Credit Agreement and Disclosure, given to the [redacted]'s at the time of their application, #2 verbally verified with Mr. [redacted], via a recorded phone conversation on October 24, 2014 at 3:51 PM.  #3  Ms. [redacted] made 21 monthly payments without any issues, receiving 21 monthly statements that also detail the payment amount, the interest rate and term of loan with both minimum payments along with the term assuming a higher payment amount.  There was no misunderstanding of rate and term, all rates and terms were disclosed over several different ways, and all information was sent upon request by Ms. [redacted].  The [redacted]'s signed the Credit Agreement that states they understood all the terms, rates, and other conditions in regards to their financing.  While we sympathize with the [redacted]'s regarding the tragedy involving their home, it does not void or waive their liability regarding this debt.  Once again, we would expect the [redacted]'s to honor their obligation and to continue with their payments.  They are also welcome to payoff the loan and finance this debt elsewhere, as there is no pre-payment penalty.

We'd like to thank Mr. [redacted] for bringing his concerns to our attention.  I have reviewed his file and it appears that this issue has already been resolved today, but I do want to provide clarity and closure for Mr. [redacted] as a valued customer.  Mr. [redacted]'s first payment was due on...

November 22, 2016 and the payment was received in our office on November 28, 2016.  His December statement was generated on November 25th; prior to the payment being received or posted to the account.  Because the payment had not been received, the statement reflects a balance of two payments owed.  Mr. [redacted] also stated that he had been calling for for a few weeks with no returned call.  This is unacceptable and I sincerely apologize for this.  Unfortunately I do not see in our records any communication with him prior to today December 19th however I appreciate you bringing this to our attention so we may investigate further.   Lastly Mr. [redacted] states the financing was not clearly advertised to him at the time of the sale.  Again we apologize for this.   We do attempt to provide clarity regarding the financing during our initial call with each customer where we verify the terms of the loan and ask if there are any questions. This call was completed with Mr. [redacted] on October 21, 2016.   Again we'd like to thank Mr. [redacted] for contacting us.  I do see that arrangements to pay the loan in full were made today and we appreciate Mr. [redacted] as a customer.  If he has any further questions, he may contact me directly at 1-800-234-3663 extension 1181.  Thank you.Katie [redacted]AVP - [email protected]

In response to Mr. [redacted]' complaint:  On February 22, 2016 Aqua Finance received a Credit Application for Gregory [redacted] through Advanced Water Treatment , Inc. in [redacted].  This would indicate that Mr. [redacted] applied for credit for a Water Treatment System through Advanced Water...

Treatment, Inc.  If Mr. [redacted] has questions regarding the validity of this application we would encourage him to contact Advanced Water Treatment, Inc. at ###-###-####.  We are unable to remove this inquiry without evidence of identity theft or fraud.   Thank you. Katie [redacted]AVP - Compliance[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
Aqua Finance and I have reached an amicable agreement regarding the incident.  Thank you for your assistance in this matter.
Regards,
John [redacted]

We would like to thank Ms. [redacted] for her follow up to our response.   In her response she refers to sales agents "you" (we) send to "targeted neighborhoods".  Aqua Finance, Inc. is a finance company in Wausau, Wisconsin.  Each dealership we conduct business with is independent and is not affiliated with our company.  We do not send agents to neighborhoods.  The contract and credit application signed by Ms. [redacted] in May of 2014 was sent to Aqua Finance by Indiana Refined Water Consultants.  Her loan was approved and we then lent her the money for the purchase she made.  I would like to reiterate the information from our initial response that Ms. [redacted] verified the terms of the loan on May 29, 2014.  Calls were made to Mr. and Mrs. [redacted] beginning in July of 2014 regarding delinquent payments on the loan.  We had sent multiple letters in an attempt to contact Mr. and Mrs. [redacted] in regards to their loan and unfortunately were unable to make contact. As stated in my previous response, I would be happy to speak to Ms. [redacted] personally regarding the UCC lien on her property or negotiating a mutually beneficial agreement to assist her.  She may contact me at ###-###-####.  Thank you.  [redacted] [redacted] [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I'm not sure what this is doing but the loan is closed because I paid it....do I think I should have NO.  Do I think they manipulated the situation. YES Do I think the salesman lied. YES.  Do I think there business practices are sketchy. YES.  They won't do business with me because they manipulate things.  Even there CSR couldn't tell me where this money came from.  That there was no way to have 0 principal but almost $24 dollars in interest when I paid it off as soon as I got the bill.  17 day's before the due date.  In fact I would have paid upfront if everyone was honest because daily interest is ridiculous.
Regards,
Jenni [redacted]

We wish to thank Mr. [redacted] for bringing his concerns to our attention.   I have personally reviewed his file and offer the following findings:Mr. [redacted] is correct that Aqua Finance is assessing interest on his loan.  Mr. [redacted] obtained a loan through Aqua Finance March 20, 2015.  He...

received a promotion on this loan for 12 months same as cash. This states that if the balance is not paid in full within 12 months, interest will be imposed from the date of purchase.   Mr. [redacted] states that the promotional financing end date is not "readily available" on our online billing website.  This is inaccurate.  Every billing statement is available 24/7 through our online billing system and Mr. [redacted] is also enrolled to receive his billing statement emailed to him monthly.  Each billing statement states the promotion due date in the middle of the statement which I have attached for your reference.  We will not be able to waive the outstanding interest on the loan as Mr. [redacted] did not complete his pay-off within the 12 month time frame.  If he has any further questions, he may contact me directly at ###-###-#### ext. [redacted]. Thank you,Katie [redacted]AVP - Compliance & Recovery[redacted]

Aqua Finance, Inc. acknowledges the complaint filed by Mr. [redacted]. We have reviewed his file and empathize with his frustrations.  We offer the following findings and hope this response provides clarity and closure to this matter.  Mr. [redacted] has been a valued customer since June of...

2016.  Aqua Finance was first made aware of an issue with the water treatment system on September 30, 2017.  As the finance company we do not service the system, but assured Mr. [redacted] that we would reach out to the dealership who sold him the product.  On October 4, 2017, a representative from our office spoke with Danny [redacted]; [redacted] of Environmental Water Resources.  He stated that he had not received any calls from Mr. [redacted], but would reach out to him right away.  That same day Danny [redacted] called our office and stated that he had made two attempts to call Mr. [redacted] and he did not answer. He stated a third attempt would be made that evening and a message would be left.  He also informed our representative that there are no charges for service, just the annual cleaning fee.  Throughout October and November 2017, numerous attempts were made to reach Mr. [redacted].  On December 1, 2017 we spoke to Mr. [redacted] and he stated he was not going to pay until his system was serviced.  Our representative explained to him that Environmental Water Resources had attempted to call him.  On December 5, 2017 our office made a call to Danny [redacted].  He stated that his records showed no calls from Mr. [redacted].  He indicated that he would reach out to Mr. [redacted] again.  Our office then received this complaint on January 3, 2018.  That same day, Mr. [redacted] called our office regarding his outstanding amount owed and again expressed his dissatisfaction with the Water Treatment System.  We offered to do an immediate conference call with the Dealership and Mr. [redacted] declined and asked that a supervisor call him back that evening.  A supervisor did call Mr. [redacted] back that evening and offered again to schedule a call with Environmental Water Resources.  He asked that we call him the next day.  A representative called him at the time requested on January 4, 2018 and Mr. [redacted] did not answer the call.   We believe we have made numerous attempts to rectify the situation and assist Mr. [redacted] in resolving this issue.   If Mr. [redacted] wishes to reschedule a conference call, he is welcome to contact our office at ###-###-#### to do so.  Thank you. Katie [redacted] AVP – Compliance [redacted]

Aqua Finance, Inc. would like to thank Mr. [redacted] for bringing his concerns to our attention.  We certainly empathize with customers experiencing financial hardships and have several options to assist them.  Carmel Financial initially had placed a UCC Lien against Mr. [redacted]'s...

property when he obtained this loan in August 2009.  The verbiage in Section 12 of the Revolving Charge agreement in Mr. [redacted]'s contract permits the finance company to file this lien. We unfortunately have not had contact with Mr. [redacted] since May 17, 2016 and at that time no concrete date was provided as to when payment would be made.  We would like to work with him to make reasonable arrangements on his account.  I welcome him to call our office at ###-###-#### ext. [redacted].  Thank you. Katie [redacted]AVP Compliance & [email protected] ###-###-#### ext. [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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] The damage have been repaired.  Due to the leakage, I have an expensive water bill. I have requesting a credit on my account to offset the extra expense.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]
AS STATED THEY CAN COME AND REPOSSESS THE ITEMS.  I AM CONSULTING AN ATTORNEY AS WELL.

We wish to thank Ms. [redacted] for bringing her concerns to our attention.  She is a valued customer and we hope we can provide some clarity to her situation.  On July 6, 2015 Ms. [redacted] financed solar products through Aqua Finance, Inc.  She was offered a promotion on her loan that...

states the following: The APR will have an introductory rate of 5.9% for the first 12 months.  The APR will be 13.99% after 12 months.  The minimum monthly payment factor disclosed on this Revolving Credit Sales slip is hereby reduced to 1.0% for the first 12 months.  The minimum monthly payment factor will be 1.5 after 12 months.  (See Revolving Credit Agreement for full description of minimum monthly payments.)  Ms. [redacted] signed this Promotional Credit Plan Addendum on July 6, 2015.  I am including a copy for her to reference.  Her minimum monthly payment for the 1st 12 months was $100.00.  Her payment increased to $150.00 as outlined in the promotion, on July 11, 2016.   A billing statement generated on June 18th, 2016 provides a notice that the Introductory Interest Rate and Minimum Monthly Payment Factor is expiring.   I have included a copy of this for review.  As part of standard procedure for Aqua Finance, Inc. an initial call is made to our customers to verify the terms of their loan and to ensure that the equipment is functioning properly.  This is done before the loan is processed and the call is recorded.  A call was made to Ms. [redacted] on July 14, 2015 and she did verify that she possessed copies of her contract and agreed to the terms.  She also stated the equipment was installed and working properly.  On July 16, 2015 Ms. [redacted]’s loan was sold to Connexus Credit Union.  Aqua Finance, Inc. continues to be the servicer for her loan.  The sale of her loan did not change the terms of her agreement.   We certainly empathize with Ms. [redacted]’s frustrations regarding the amount of interest paid towards her loan.  I have included a Statement of her Account that details when payments were made.  As outlined in the Retail Installment Credit Agreement, there is no penalty for prepayment and the full amount due can be paid at any time.  If Ms. [redacted] desires to pay off in advance the full amount due, the amount which is outstanding will be furnished upon request.  Again, I would like to thank Ms. [redacted] for reaching out to us.  If she has any further questions, she is welcome to contact me directly at [redacted]  Katie [redacted] AVP – Compliance & Recovery [redacted]

Mr. [redacted] has been a valued customer of Aqua Finance, Inc. for three years.  We regret the frustrations he is feeling regarding theloan.   This is the first time in three years we have been alerted to any issues with their water treatment system.  While we cannot attest to the...

service calls or cost of service as the finance company we are happy to reach out to [redacted]; the company that installed the water treatment system and see if there is any way to improve the efficiency of the system or minimize service and maintenance costs.   Regarding the ability to cancel at any time.  Federal law dictates a Three Day Right to Cancel on all in-home sales.  On August 12, 2014 Mr. [redacted] attested to receiving two copies of the Notice of Cancellation and had until August 15, 2014 to cancel the transaction.  I have included copies of this paperwork for his convenience.  If Mr. [redacted] would like us to reach out to [redacted] we would be happy to do that.  He may contact our office to arrange a conference call to ensure we are all on the same page and can assist with any questions he may have.   Thank you.  Katie [redacted]AVP - [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I'm referring to the sale agents u send to targeted neighborhoods preying on them to leave water samples out on the porch without revealing who you are and the nature of your business. We bought a new construction home so within 1day of being in the residence we got a water packet letter.. leaving the water sample on the porch as instructed we thought this was standard protocol for the city water...not knowing it would lead to an agressive water filter salesman in my home! We asked your sales person repeatidly  to leave we would think about it but he got loud and agressive we felt intimidated to sign a finance agreement...we didn't pay for 9 months because we literally felt physically ill, discusted and angered of how we were hustled  into a contract. And 4 days to cancel is not enough standard should be 30 days...my husband and I were not looking for any new monthly payments and yes your "sales practices" and or whoever u partner with IS DECEPTIVE and PREYING. The seller has to tell me about my right to cancel. I'm stuck with something we do not want or need which is why we wanted ur rep to leave. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will be filing a fraud report in order to have the hard inquiry removed from my credit report. Victoria [redacted] will also be filing one. Thank you for your time with this matter.
Regards,
Andrew [redacted]

Mr. [redacted],  As stated in the letter sent to you on April 5, 2017 we received a credit application from Advanced Water Treatment on your behalf.  This was for a water treatment system.  This process begins with you the customer completing a credit application and then Advanced Water Treatment Systems contacts Aqua Finance, Inc. who then pulls your credit which was authorized when you completed the credit application.  If you did not authorize this transaction or complete a credit application with Advanced Water Treatment Systems, we would recommend you file a police report regarding Identity Theft.  As this transaction was initiated by Advanced Water Treatment Systems, we recommend you contact them as well.  If evidence of identity theft is confirmed we will be able to remove the inquiry, but at this time we believe this credit application was legitimately completed.  Please call me with any questions at ###-###-#### extension [redacted].  Thank you.

We would like to thank [redacted] for his follow up to our response.  We regret that he is unsatisfied.  We have many options to help our customers who need assistance and if [redacted] is interested in working out a manageable repayment plan, we would be happy to work with him.  He may contact our office to discuss at 1-800-234-3663 extension 6091.  Thank you.  [redacted]AVP - Compliance & [email protected]

We would like to thank Ms. [redacted] for her additional correspondence.   As previously stated, entering in to a loan agreement can be stressful and is not something to be taken lightly.  At this point, Ms. [redacted] is responsible for the balance in it's entirety.  Comparing a Revolving Credit Agreement loan for three air filters to an auto loan is difficult to do and are two very different things.  Many factors have to be considered if we consider repossessing the collateral.  There are fees, charges, and the uncertainty of the condition of the collateral before making a determination as to what they could be re-sold for.  Ms. [redacted] may be better off attempting to sell the filters herself and paying the loan off to avoid any future issues.  I have been in contact with the Dealership that sold Ms. [redacted] the filters and no final arrangements have been made as we are still researching this.  Therefore at this time Ms. [redacted] is expected to adhere to the terms of the contract she signed.  If Ms. [redacted] has any further questions regarding this, she may contact me directly at ###-###-####.  Thank you.

We would like to thank Ms. [redacted] for bringing her concerns to our attention.  Her complaint states she contacted our office and was given the "run around".  Here at Aqua Finance, Inc. we have not received any calls from Ms. [redacted] regarding the dissatisfaction with her purchase.  She...

may have contacted Greater Air of Michigan, which is the company she purchased the air filters from.   Aqua Finance, Inc. is a separate company that did the financing for her loan.  On December 6, 2015 a representative from Greater Air of Michigan completed a sale of 3 SFS Air Cleaners.  Ms. [redacted] signed a contract for this purchase on the same day - December 6, 2015.  Her contract states that she had until December 10, 2015 to cancel her transaction.  She signed the Notice of Cancellation on December 6, 2015; acknowledging that she had received a copy of this notice.  I am including all paperwork signed by Ms. [redacted] for her convenience.   On December 11, 2015 a representative from Aqua Finance, Inc. contacted Ms. [redacted] to verify the terms of her loan.  This is a standard procedure to ensure our customers are satisfied with their purchase and to ensure any issues have been worked out prior to processing their loan.  These calls are recorded and our customers are advised of that.  On that call, Ms. [redacted] did verify the terms of her loan and stated she had "not received the filters yet", but that was because of her busy schedule and of no fault of Greater Air of Michigan.  We offered to call her back after the filters had been delivered and she declined saying everything was ok to proceed.  A copy of this recorded verification can be provided upon request.   Upon review of Ms. [redacted]'s complaint, we believe her dissatisfaction lies with the actual sale of the goods, not with the financing of the product.  Unfortunately Ms. [redacted] is outside of her 3 day right to cancel and payments will be due June 15, 2016 based on the promotion offered to her.   If Ms. [redacted] has any questions regarding the financing, I welcome her to contact me directly at ###-###-####.   Thank you.