J&R Clock Repair

Initial Business Response / [redacted] (1000, 5, 2017/02/17) */ [redacted] has made repeated attempts to contact [redacted] and resolve his particular issueMr [redacted] has never contacted [redacted] before filing a complaint, nor has he responded to any of the multiple attempts from [redacted] to contact him after his complaintAt the time he signed his contract, Mr [redacted] accepted all terms of his lease agreement [redacted] is eager to answer any questions he has and help resolve his concernsHowever, if Mr [redacted] does not respond to or does not contact [redacted] , it cannot assist himMr [redacted] remains legally responsible for the obligations agreed upon in the signed lease agreement

Initial Business Response / [redacted] (1000, 5, 2017/03/21) */ Wags Lending has reached an agreement with this customer, who has elected to buy out of the lease earlyWags Lending leases provide an alternative financing option to customers unable to pay the full amount up frontThis customer signed a lease agreementWe encourage all customers to read contracts before signingEvery Wags Lending lease offers an early buyout option, which gives the customer the opportunity to spend less over timeThe early buyout option is clearly stated in every lease agreement [redacted] Financial is the third-party billing agency which handles collections efforts on behalf of every Wags Lending contract Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, Wags Lending and I came to a mutual agreementHowever, it was the only option they were willing to giveI wanted the contract terminated all together without penalty due to how it was handled as well as the fact that most companies honor military clauses (cases in which there is a military reason for termination) in cases like this but they would notI do not like the fact that in their response here they have made it seem as if I didn't initially read the contractNot only did I read it but I called them within the first few days of signing it to ask several questions to gain clarification and responses were obscureAgain, it was never fully stated that the pet was only being rentedI am fine with the agreement reached simply because I only have to pay what the dog actually cost in the pet store and not nearly double which is what I would've paid over time due to fees (which I still don't understand all the astronomical fees that have customers paying nearly double what the original cost is)Also they truly need to get there connections with [redacted] Financial right because regardless of anything no customer should be given the run around about who they need to speak with when issues occurIf [redacted] is only a third party billing agency then no one at Wags Lending should be directing customers to speak with them about contract issues at allI would highly suggest any perspective customers really research and think before going into any contracts with this company Final Consumer Response / [redacted] (3000, 16, 2017/04/11) */ The original complaint I filed had been closed because I thought everything was handled (although not completely to my liking)However now I am reviving calls from [redacted] Financial saying that my payment is late because Wags Lending never updated them on the new agreement and the new payment amountThis could negatively affect me and it is still not completely fixed! This is ridiculousFirst we come to an agreement which isn't necessarily what I was asking for but was better than nothing and now even that agreement is still screwed up on their end! I was truly trying to be accepting and understanding but this is just ridiculousThen when I call no one understands what's going on and I get told a supervisor will reach out to me within 24-business hours (I literally have been told this every time I've called with an issue and I have always had to call back myself once that time frame has passed in order to actually speak with a supervisor)I've dealt with some horrible customer service before but this has by far been the worse! Final Business Response / [redacted] (4000, 18, 2017/04/14) */ Bristlecone Lending has addressed the miscommunication with its third-party billing company and has resolved this customer's concern to her satisfaction

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: [redacted] VP Marketin Contact Phone: [redacted] Contact Email: [redacted] Wags Lending is a financing option that provides consumers with close-end lease agreements when buying outright is not an optionHere's how our service works: Consumers apply via online and receive an instant decisionConsumers will select the pet within the amount they were approved forThe pet retailer will draft up a WAGS contract and provide a hard copy for the consumer to read on their own before signingAn electronic contract is sent to the consumer's email for them to signConsumer signs electronicallyThe consumer will make monthly lease payments for the agreed upon termsThe consumer may obtain outright ownership of the pet by either exercising the Early Buyout option or paying the fair market price at the end of the leaseAdditionally, the consumer has the option to terminate their contract at any time as long as they pay the cancellation fees and the pet is surrendered at a no-kill facility All of the above items including monthly payment and term totals are clearly laid in the lease contract that each consumer must read and sign in order to use our service After reviewing all phone records and emails in regards to [redacted] , here is our response: We explained to [redacted] multiple times what her options were, and she was not satisfied due to the fact that she could not afford the options[redacted] never informed us that she was misledWe asked [redacted] during our first contact with her if she was aware that she signed a lease, and she said yesWe confirmed this conversation by reviewing a recording of the phone call which is available for her to review[redacted] wished to return the dog because she was unable to afford the pet, but the retailer would not process the return because the pet was healthy and it had also been over months since the pet was purchased[redacted] requested info to cancel her contract with us and to surrender her petAll of her questions were accurately answered We are sorry that [redacted] is not satisfied with her optionsWe did not mislead or misinform herOur representatives answered all of her questions accurately and she was informed that this was a lease from the time she signed the contractIf [redacted] requests, we can provide her with documentation and phone recordings confirming everything stated in this response We want to work with [redacted] and provide a solutionWe have offered [redacted] several options that would allow her to keep her pet and fulfill her contractual obligation with WagsShe has not responded to us We look forward to working towards a resolution with [redacted] if and when she does respond to us Thank you, Wags Lending

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ Hello, we have spoken with the above customer and reviewed her complaint to the Revdex.comThis customer is correct that she was approved for our leasing servicesHowever, in order for a customer to complete a contract with Bristlecone Lending, they need to sign the electronic version of their contract that is sent to the customer's email addressThe electronic version of the contract cannot be signed and completed until a customer is able to get through KBA (Knowledge Based Authentication), which is a security tool that echosign has added to their contracts to prevent fraud and validate the identity of the customer signing the contractKBA is based off of public records information and even with the assistance of our representatives the customer was not able to get through the security featureIt was never communicated to the customer that she was no longer approved for our leasing services; instead, it was communicated that we would not be able to extend our leasing services to this customer if they were not able to get through this security feature and actually sign the contract The customer also mentioned in the complaint that the first day she went to the store, she signed paperwork for Bristlecone LendingBristlecone Lending requires the retailers who use our program to print and present a physical copy of the contract for the customer to read and review before signing the contract sent to the customer's email address but this paperwork does not need to be signed and is only for the customer to keep for their records During our training sessions with each retailer we work with, we strongly communicate to the retailers to not order any merchandise or let a customer leave with any merchandise until the customer has electronically signed their contract and their echosign status has changed from "out for signature" to "signed"It appears the retailer completely disregarded this and communicated to the customer that everything had been completed even though a valid contract had not actually been completed for this customerThe retailer in this instance should have never ordered any merchandise, had the customer come back to the store, or loaded the furniture up until a contract had actually been completed for this customerPart of our program is following up with retailers to make sure they are following the correct proceduresWe have attempted to reach the store manager and associate who drafted the contract for this customer but have been unable to reach either After speaking with the consumer, we have agreed to close their open approval with Bristlecone Lending and remove the initial credit inquiry from the customer's credit report Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2017/02/27) */
Wags Lending has come to a resolution with ***Prior to filing a complaint with the Revdex.com, *** had not attempted to contact Wags Lending directlyDespite signing her lease agreement, which clearly states the terms of the agreement, we
take ***'s claims of being misled very seriouslyWe encourage every customer to contact us directly to resolve any issues they may have with their signed agreements
Initial Consumer Rebuttal /* (3000, 8, 2017/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that Wags Lending quickly worked to make a compromise on the lease agreementI have not been contacted regarding the "final" payment so the matter is not resolved
Final Consumer Response /* (2000, 20, 2017/03/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On March 27, 2017, I received an email and a phone call from ***She provided the Bill of Sale
Final Business Response /* (4000, 18, 2017/03/27) */
The Bill of Sale was both emailed and placed in the mail to her on March 17, However, if she has not received it then she is always welcome to call us directlyWe have a friendly, supportive staff that has been trying to contact her

Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title:*** VP Marketin
Contact Phone: ***
Contact Email: ***
*** seems to have concerns with her experience with our service, and these are common concerns, that
I am happy to addressWe are sorry that our program was not thoroughly explained to her via the retailer, here is an explanation in response to her concerns:
"How can you lease a dog?" We completely understand that initially, this idea can seem uncomforting- leasing a living animalBut, much like cell phones, cars, and furniture, animals are considered personal propertyIt's very legalOur leases our close-end leases which offers consumers the option to buy out of the lease at any time and obtain ownership of the petWe have processes and procedures in place with retailers, should owners be unable to care for their pet which are in favor of the pet
"This seems like a scam, there is no disclosed interest rate on the contract." There is not a disclosed interest rate, because there is no interest rateInterest rates apply to loans and fluctuateYou are correct, there are regulated interest rates which vary state to state and they must be disclosedLeases are an entirely different vehicle to finance personal property and fall under an entire different category of regulation
We have seen a lot of very happy customers add new members to their family that they otherwise would not have been able to through traditional financing optionsIt's a good for option for many people
We would like to directly hear about ***'s experience, specifically her experience at the retailer where the details of the Wags agreement should have been reviewed with her
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If there is no interest, then why does the pet cost almost 3x more than the purchase price?
Final Business Response /* (4000, 9, 2015/10/09) */
This is a very good question because there are significant differences in loans and leases
When someone borrows money to purchase a product, the business lending the money is taking on the risk that the borrower will eventually pay the business backThe borrower owns the product from the beginning and the interest rate represents the rate the lender charges above the purchase price to account for the possibility that the borrower will fail to make paymentsAn interest rate may fluctuate from month to month, which creates situations where the borrower does not know exactly how much the next monthly payment will be
Leases are much different then loansWhen a person leases a product, they do not purchase and own the productInstead, they pay a fixed monthly payment in exchange for the right to possess and use the product that monthOwnership of the product remains with the business that leases the product, but the right to possess and use the product is given to the customer so long as timely payment is made
The monthly lease payment is calculated by adding two numbers togetherThe first component of the monthly payment is the "rent" that the leasing company chargers the customer in exchange for the customer's right to possess and use the productThis rent charges accounts for the leasing company's risk in the same fashion an interest rate in a loan accounts for the lender's risk, but with additional costs because the leasing company owns the productThe second component of the monthly payment is the product's depreciation amountEach month the customer possesses and uses the product, the product's fair market value decreasesThat decrease is part of the monthly payment so that the customer is compensating the business for the decrease in the product's fair market value while the customer has used the productThese two numbers, added together, make up the monthly payment calculation
There are advantages to both interest payments (loans) and lease payments (leases)Each customer's circumstances are different and each customer must decide what financial product is best for them
Unlike interest, the monthly leasing fee never changesUnlike interest, you know what your exact monthly fees will be, how many months you will be paying your lease, and how much it will cost you at the end of the lease to own the product outrightThese terms are disclosed on the first page of our leasing contract in large, clear lettering so that each customer knows what the exact costs will beThis is important to us because we want each customer to know, before they sign a contract, exactly what the customer will be paying and how much it will cost over the life of the leaseLoans and interest rates do not offer this level of accuracy and transparency making financial planning more difficult for the customer
If you have any additional questions, please contact one of our concierge team members at (844)761-and we would be happy to provide you with more detail
Final Consumer Response /* (2000, 11, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Still a rip off

Initial Business Response /* (1000, 5, 2017/05/01) */
Wags makes every effort to be transparent and pro-consumer. As such, Wags encourages all of its customers to first contact it directly to resolve any concerns which they may have. Unfortunately, this customer has never contacted Wags directly to...

discuss any concerns she had with her lease agreement, which she was provided a copy of before and after signing approximately 2 years ago. Nevertheless, Wags has reached out to the customer and agreed to a resolution with her. Such resolution is pending both party's signatures.

Initial Business Response /* (1000, 5, 2017/03/21) */
Wags Lending has reached an agreement with this customer, who has elected to buy out of the lease early. Wags Lending leases provide an alternative financing option to customers unable to pay the full amount up front. This customer signed a...

lease agreement. We encourage all customers to read contracts before signing. Every Wags Lending lease offers an early buyout option, which gives the customer the opportunity to spend less over time. The early buyout option is clearly stated in every lease agreement. [redacted] Financial is the third-party billing agency which handles collections efforts on behalf of every Wags Lending contract.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, Wags Lending and I came to a mutual agreement. However, it was the only option they were willing to give. I wanted the contract terminated all together without penalty due to how it was handled as well as the fact that most companies honor military clauses (cases in which there is a military reason for termination) in cases like this but they would not. I do not like the fact that in their response here they have made it seem as if I didn't initially read the contract. Not only did I read it but I called them within the first few days of signing it to ask several questions to gain clarification and responses were obscure. Again, it was never fully stated that the pet was only being rented. I am fine with the agreement reached simply because I only have to pay what the dog actually cost in the pet store and not nearly double which is what I would've paid over time due to fees (which I still don't understand all the astronomical fees that have customers paying nearly double what the original cost is). Also they truly need to get there connections with [redacted] Financial right because regardless of anything no customer should be given the run around about who they need to speak with when issues occur. If [redacted] is only a third party billing agency then no one at Wags Lending should be directing customers to speak with them about contract issues at all. I would highly suggest any perspective customers really research and think before going into any contracts with this company.
Final Consumer Response /* (3000, 16, 2017/04/11) */
The original complaint I filed had been closed because I thought everything was handled (although not completely to my liking). However now I am reviving calls from
[redacted] Financial saying that my payment is late because Wags Lending never updated them on the new agreement and the new payment amount. This could negatively affect me and it is still not completely fixed! This is ridiculous. First we come to an agreement which isn't necessarily what I was asking for but was better than nothing and now even that agreement is still screwed up on their end! I was truly trying to be accepting and understanding but this is just ridiculous. Then when I call no one understands what's going on and I get told a supervisor will reach out to me within 24-48 business hours (I literally have been told this every time I've called with an issue and I have always had to call back myself once that time frame has passed in order to actually speak with a supervisor). I've dealt with some horrible customer service before but this has by far been the worse!
Final Business Response /* (4000, 18, 2017/04/14) */
Bristlecone Lending has addressed the miscommunication with its third-party billing company and has resolved this customer's concern to her satisfaction.

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: [redacted] VP Marketin
Contact Phone: [redacted]
Contact Email: [redacted]
Wags Lending is a financing option that provides consumers with close-end lease agreements when buying outright...

is not an option. Here's how our service works:
Consumers apply via online and receive an instant decision. Consumers will select the pet within the amount they were approved for. The pet retailer will draft up a WAGS contract and provide a hard copy for the consumer to read on their own before signing. An electronic contract is sent to the consumer's email for them to sign. Consumer signs electronically. The consumer will make monthly lease payments for the agreed upon terms. The consumer may obtain outright ownership of the pet by either exercising the Early Buyout option or paying the fair market price at the end of the lease. Additionally, the consumer has the option to terminate their contract at any time as long as they pay the cancellation fees and the pet is surrendered at a no-kill facility.
All of the above items including monthly payment and term totals are clearly laid in the lease contract that each consumer must read and sign in order to use our service.
After reviewing all phone records and emails in regards to [redacted], here is our response:
We explained to[redacted] multiple times what her options were, and she was not satisfied due to the fact that she could not afford the options.[redacted] never informed us that she was misled. We asked[redacted] during our first contact with her if she was aware that she signed a lease, and she said yes. We confirmed this conversation by reviewing a recording of the phone call which is available for her to review.[redacted] wished to return the dog because she was unable to afford the pet, but the retailer would not process the return because the pet was healthy and it had also been over 2 months since the pet was purchased.[redacted] requested info to cancel her contract with us and to surrender her pet. All of her questions were accurately answered.
We are sorry that[redacted] is not satisfied with her options. We did not mislead or misinform her. Our representatives answered all of her questions accurately and she was informed that this was a lease from the time she signed the contract. If[redacted] requests, we can provide her with documentation and phone recordings confirming everything stated in this response.
We want to work with[redacted] and provide a solution. We have offered[redacted] several options that would allow her to keep her pet and fulfill her contractual obligation with Wags. She has not responded to us.
We look forward to working towards a resolution with[redacted] if and when she does respond to us.
Thank you,
Wags Lending

Initial Business Response /* (1000, 5, 2017/02/17) */
[redacted] has made repeated attempts to contact [redacted] and resolve his particular issue. Mr. [redacted] has never contacted [redacted] before filing a complaint, nor has he responded to any of the multiple attempts from...

[redacted] to contact him after his complaint. At the time he signed his contract, Mr. [redacted] accepted all terms of his lease agreement. [redacted] is eager to answer any questions he has and help resolve his concerns. However, if Mr. [redacted] does not respond to or does not contact [redacted], it cannot assist him. Mr. [redacted] remains legally responsible for the obligations agreed upon in the signed lease agreement.

Initial Business Response /* (1000, 5, 2017/01/03) */
Bristlecone has reached an agreement with Ms. [redacted] regarding her signed lease agreement. Due to perceived miscommunication, Bristlecone agrees to extend the terms of the Satisfaction Guaranteed Buyout despite the claim being made outside of the...

30-day term limit. We contact every customer upon signature to ensure their understanding of their agreement. On our recorded line, Ms. [redacted] assured us she understood the terms of the agreement shortly after signing.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did reach out and agreed to honor the satisfaction guarantee. [redacted] was very respectful and listened to my complaint. Thanks to her I will consider using Bristlecone again.

Initial Business Response /* (1000, 5, 2015/11/20) */
Hello, we have spoken with the above customer and reviewed her complaint to the Revdex.com. This customer is correct that she was approved for our leasing services. However, in order for a customer to complete a contract with Bristlecone Lending, they...

need to sign the electronic version of their contract that is sent to the customer's email address. The electronic version of the contract cannot be signed and completed until a customer is able to get through KBA (Knowledge Based Authentication), which is a security tool that echosign has added to their contracts to prevent fraud and validate the identity of the customer signing the contract. KBA is based off of public records information and even with the assistance of our representatives the customer was not able to get through the security feature. It was never communicated to the customer that she was no longer approved for our leasing services; instead, it was communicated that we would not be able to extend our leasing services to this customer if they were not able to get through this security feature and actually sign the contract.
The customer also mentioned in the complaint that the first day she went to the store, she signed paperwork for Bristlecone Lending. Bristlecone Lending requires the retailers who use our program to print and present a physical copy of the contract for the customer to read and review before signing the contract sent to the customer's email address but this paperwork does not need to be signed and is only for the customer to keep for their records.
During our training sessions with each retailer we work with, we strongly communicate to the retailers to not order any merchandise or let a customer leave with any merchandise until the customer has electronically signed their contract and their echosign status has changed from "out for signature" to "signed". It appears the retailer completely disregarded this and communicated to the customer that everything had been completed even though a valid contract had not actually been completed for this customer. The retailer in this instance should have never ordered any merchandise, had the customer come back to the store, or loaded the furniture up until a contract had actually been completed for this customer. Part of our program is following up with retailers to make sure they are following the correct procedures. We have attempted to reach the store manager and associate who drafted the contract for this customer but have been unable to reach either.
After speaking with the consumer, we have agreed to close their open approval with Bristlecone Lending and remove the initial credit inquiry from the customer's credit report.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/22) */
Based on the customer's complaint, it sounds like the customer was misled by her retailer about the way our program works. This customer contacted us on 2/12/2016 claiming that the contract she signed at the retailer was for a 12-month lease...

term, however the only contract we have for the customer is for a 30-month lease term which was forwarded to the customer on 2/12. The customer was adamant in both her complaint and her phone call with us that the retailer communicated to her that her contract would only be for 12 months and that she physically signed a contract in the store for 12 months. It is a requirement that the retailers print and present every customer with a physical, non-authoritative copy of the contract that the customer can keep for their records but this Is not something the customer needs to sign. When a contract is drafted, the retailer is required to print a copy of the contract for the customer to read and review. After the contract is reviewed by the customer, the retailer sends the same contract to the customer's email for the customer to sign. Our contracts are signed electronically through a customer's email to prevent against fraud and maintain the safety and security of the customer.
Since the customer contacted us 2/12/2016 to inform us of the situation, we have contacted the retailer to see if they had any information on the customer and the transaction. When we spoke with the retailer they explained that they do print off the physical, non-authoritative version of the contract for every customer but they do not have customers sign that. According to the retailer the only Wags contract this customer signed was the contract sent to the customer's email which clearly states a 30-month lease term and not a 12-month lease term. Ms. Dorsey did sign an electronic 30-Month legally binding lease agreement with Wags Lending, however, we are happy to work with her to resolve her situation if she feels that she was misled.
On 2/16/2016 we attempted to call and left a voicemail for this customer and sent the customer an email. We have yet to receive any response from the customer. We will wait for Ms. Dorsey's response and are happy to serve her once she is ready.