Luther Appliance & Furniture Sales, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Luther Sales was informed to cease and desist communication both verbally on many occasions as well as by written notification sent to the address listed on this complaintThey failed to complyIn addition, I have attached a few extra documents where they "hold bills" before sending outAs you can see by the dates of correspondence and the postmarks, Luther Sales clearly does not follow FDCPA guidelines
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedMy willingness to consider this mattter resolved is not based upon their response to this complaintIt is however based on actions taken by *** (The ***) and my sales person *** to ensure that I remain satisfied with the level of services I receive from the businessI have agreed to take the replacement furniture and will consider this matter resolved
Sincerely,
*** *** ***

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* RE: (ID# [redacted]) [redacted]    Dear Ms. Briggs,   Thank you for...

your email dated Thursday, July **, 2016, advising us of [redacted]’s complaint. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction.   We received an application from [redacted].  After thoroughly reviewing her application, we found that she did not meet our criteria of minimum income of base wages of $20,000.00 per year.  However, we offered [redacted] a [redacted] party credit solution through a 3rd party finance company.  A link to the [redacted] party’s website was sent to the customer via email back at the end of May 2016.  A follow-up Declination Letter was sent.   LutherSales offers a plan suitable for everyone’s budget who falls within required guidelines.  As stated above, [redacted] was offered a 3rd party lending alternative with whom we have a relationship with.  This 3rd party has many benefits that makes it decidedly different than the LutherSales financing program, and it is known for an easy approval process.    Due to confidential information the customer provided to us on the application, we cannot provide you with a copy of [redacted]’s application.  However, we would be happy to have a personal conversation with [redacted] at her convenience should she wish to contact us at the number below.   We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants.   Sincerely,     Cathie R[redacted], Operations Manager Luther Appliance & Furniture Sales Inc. Phone: ###-###-####, Ext. [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 and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
 
[redacted]
 
[redacted]   [redacted] Dear [redacted]:   We are in receipt of your email dated February **, 2017, advising us of [redacted]s complaint.  Please be advised that this a current matter...

brought to our attention by the Revdex.com and we appreciate your reaching out to us.    On December *, 2016, [redacted] completed an online application through our LutherSales website.  At the final time of completing an application and once the application is accepted, a notation pops up on our website “Thank you for your order. Please keep this confirmation for your records. You will be contacted by a Luther representative to complete the order process.”  This approval is a confirmation that the customer’s application has been processed, which is the start of the process.    [redacted] was assigned to a LutherSales account manager, [redacted], who contacted [redacted] to review her interest of intent of what she would like to purchase.  At that time, Larry explained the entire process to her as to how to get her payment set-up and started so as to get her order into purchasing in a timely manner.  On December *, 2016, Larry received the signed contract back from the customer.  [redacted] purchased an Apple Iphone 7 “Unlocked” (with a 2 year cellular phone protection) and an Apple 16GB Ipod Touch 6th Generation.  With this purchase, this customer was entitled to two free gifts as part of her package.  The free gifts that [redacted] chose was the Amazon Fire 7” Tablet and the ILive Home Audio Speaker System.    The order was then placed in “pending” status awaiting for the first allotment (payment) to release the order to purchasing.  During the confirmation process on December **, 2016, our confirmations representative reviewed all pertinent details of the order with the customer.  At that time, she also reiterated the delivery timeframe and with this case being electronics, it is an estimated 7-10 business days from receipt of the first allotment received in-house to delivery.   In order to secure holiday delivery, a release authorization letter was signed by [redacted].  This letter authorized LutherSales to deduct a debit payment to release the order into purchasing prior to her contractual allotment payments (scheduled to start December **, 2016 through her employer and PNC Bank).  A debit card payment posted on December [redacted], at which time, her order went into purchasing.    [redacted] was in receipt of her merchandise. At the time of delivery, she decided to return the Apple 32GB IPhone 7 “Unlocked”, as she decided she would rather purchase the IPhone 7 Plus.  Customer kept the Apple 16GB Ipod Touch.  The free gifts are sent out after receipt of merchandise and satisfied delivery.  The free gifts, therefore, became null and void since she returned part of the merchandise offered in the original package of her choosing.    Larry was working with the customer to get a new signed order form for her to purchase the Apple IPhone 7 Plus, which included a new agreed upon payment plan, increasing her payments to $57 per pay rather than the original $51 per pay (since wanting to purchase a more expensive phone).  However we could not go through with the order, as [redacted]’s first payment that was to start 12/** (as noted above) did not come in.  She resumed her payment on February *, 2017, and debit card payments were made to make up for the missed payments.  These payments, however, were to cover her contractual obligation for the initial order placed (and not the new phone she wished to purchase).  Our Director of Legal, Mike M[redacted], had been coordinating conversation with [redacted] at the time of her stopped payments.  Her current account balance total due to LutherSales is minimal and will be paid off shortly.    We deeply value our customer’s relationship with LutherSales and are committed to providing her with the highest level of service simply because our customers deserve the very best – “World Class Customer Service.”    If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.   Sincerely,   Cathie R[redacted] Operations Manager [redacted]
[redacted]
  /cjr

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
This complaint was made prior to [redacted] contacting me. My issue was not with [redacted] or the level of services he provides. My issue was with not receiving proper feedback in regards to my replacement furniture. As with any complaint the organization should not be surprised if they arent meeting the needs of the customer. [redacted] and [redacted] are both working hard to resolve the issues at hand. Once I have the paperwork for the replacement furniture I will consider this matter resolved.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Consumer Complaint #[redacted] sent an email to Luther Sales customer service on April [redacted] advising he was not happy with the furniture he received on 4/**.  The drawers of the furniture were not deep enough for his clothes (which he placed inside the furniture deeming it now used...

furniture) and he wanted to replace everything he received except the bed.  We (Luther) responded the same day to his concerns advising there would be a restocking fee assessed since the furniture was not refused at delivery and he had passed the 72-hour window for returns.  When [redacted] placed his order, he went through a confirmation process where our personnel, [redacted] contacted him on 3/*/17 to confirm the items he ordered are correct and reiterate the return policy which is also listed on the agreement he signed (see attached). In addition, all the dimensions of the furniture are listed on our website.  The POD on file was signed without exception or issue (see attached).  In order to assist him in the situation, we offered him an additional chest at a discounted price of $360 to add storage to his bedroom space.  He advised he did not want the extra piece, he did not have room.

[redacted]
 
[redacted]
Dear [redacted]:We are in receipt of your email dated...

August **, 2015, advising us of [redacted]’s complaint.  Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us.  [redacted]’s payments are processed through ACH arrangements with her employer and PNC Bank. Approximately one year ago, her employer debited our account at PNC bank withunauthorized transactions using her credentials. We contacted [redacted] at that time and asked her to contact her employer. Subsequent to our identifying the unauthorized debits, [redacted] changed employers and accordingly, she could not assist in reconciling these unauthorized transactions with her former employer.  All money that was credited to our bank account in her name has been properly applied to her account with Luther. Luther has contacted her former employer requesting restitution. We have advised [redacted] her account has been, andcurrently is, in good standing”.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations ManagerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext. [redacted] 
[redacted]

Customer placed a furniture order with us in March of 2017.  Customer called about a month later and was thinking of cancelling the order so the sales person advised if she kept her order, we would send out the free tv in advance.  She agreed and the TV was delivered on 4/**/17.  On...

4/**/17 furniture was delivered to her house and it had slight damage.  She asked that the furniture be picked up instead of allowing us to repair or replace it.  It was picked up on 5/**/17.  Customer was then charged for the free TV since she did not keep her furniture order.  A refund is not possible since the customer still owes us a balance.  Attached is POD for TV delivered April [redacted].

Overpayment refund due was $278.00 paid 12/*/14 with check # [redacted].  Only the customer can stop her payroll deductions. While being told several times in advance of building any credit balance the customer was delayed in stopping her payroll deduction which resulted in in a credit balance. This...

was refunded in full as soon as the customer stopped her payments as agreed.

[redacted]
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Dear [redacted]:We are in receipt of your...

email dated 2/**/15 and thank you for contacting us with [redacted]’s concern.  As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction.  Please be advised that this a current matter brought to our attention, in which our Customer Service Department and Sales Rep. have been taking care of over the past week to satisfythe customer’s request.[redacted] came to us stating that her dining room chairs delivered to her home in 2013 (originally delivered in good condition) had since been damaged.  Since we guarantee our customers a warrantee for the lifetime of their loan, we honored that guarantee and sent a technician into her home to inspect the damage.  The technician stated that in order for the chairs to be repaired, he would need to order specific parts.  However over a year later since purchased, the chairs had since been discontinued with our vendor.  Therefore, we offered the customer to replace the chairs (4 in total) free of charge. The replacement chairs are currently in transition to the delivery agent to be inspected before delivery.  [redacted] also called back on a different day to inform us that her sofa was sinking in.  We sent out another technician who informed us that the sofa had collapsed seat cores within the cushions.  However, he did state that the sofa as a whole was in good standing condition.  The sofa, too, now over a year later since purchased is now discontinued from the vendor.  Therefore, we offered the customer to choose a new sectional and we would apply a $1,000 credit towards her balance.  As of today, we are still in contact with [redacted] and was quite surprised to receive this complaint.  Our Sales Rep., [redacted], is reaching out to [redacted] this morning to continue to remedy the situation.  If you have any further questions or in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,[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 my complaint has NOT been resolved 
 Please provide me with a copy of the contract signed and not the sales slip that shows the breakdown of what I purchased.  I would like a copy of the contract indicating that it is a full and binding legal contract.  I would also like a copy of the warranty indicating that the furniture is under warranty during the time I am making payments and the date that it was sent to me.  With regards to that, I did request some kind of paperwork indicating how to care for the furniture (cleaning it, etc) and never received it.  I am also requesting it.Upon receipt of a legally binding contract (not the order form), a copy of the warranty that was mailed to me along with the date it was mailed and a copy of the care instructions detailed to the furniture that was purchased by me, I will then move forward with looking at resolution of this.As far as me cancelling the service call, I did receive an email from the company.  However, because of the nature and legalities of this, I am choosing to hold off on that portion for now.  I have sent pictures, described in detail the damages so I do not think that a service call to justify and assess the damages is warranted.  If this will be a service repair call, then this may be something I am willing to try.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter has been resolved.I appreciate your response.  I did not apply at your agency, but am happy this did not get 'approved'.
Sincerely,
[redacted]

August **, 2016  
[redacted]
[redacted]
[redacted]
[redacted]          RE: (ID# [redacted]) [redacted]    Dear [redacted],   Thank you for your email dated Friday, August **, 2016.   Our application process requires the applicant to visit our website [redacted] to complete the application on-line with an electronic/digital signature.   Once an applicant is preliminary approved based on the information provided in the application, we obtain a credit report based on the applicant’s authorization in the signed application.  With every application, we utilize industry-standard commercially reasonable practices to confirm the applicant’s identity by verifying his/her name, residential address, Social Security number, birth date and employer.  Additionally, proof of earnings must be submitted by the applicant prior to final underwriting, at which time we will validate length of employment and position with the employer.  Upon final underwriting approval, the account goes through a thorough process to validate all information once again, to include all pertinent details of the order with the customer and also a second verification to include items being purchased and personal customer information.   As per our original response dated August, *, 2016, we received an application that purported to be from [redacted] on May **, 2016.  We understand from [redacted]’s complaint that the application was not submitted by her.  Based on the information submitted in this application, the applicant did not meet our preliminary approval criteria of minimum income of base wages of $20,000 and, therefore, we did not obtain a credit report and we did not implement our applicant identify verification process.    A telephone call to every applicant is not a practical solution prior to verifying personal data, as the number that we would call would be the number provided by the applicant.  Implementing identity verification before conducting a preliminary analysis of the information provided in the application is also not practical or cost-effective.   We sincerely apologize for any inconvenience to [redacted].  We have flagged her account in our system as fraudulent and have notified the consumer reporting agencies in which we reported the application that it was a fraudulent application.   As we notated in our letter dated August *, 2016, we would be happy to have a personal conversation with [redacted] at her convenience should she wish to contact us at the number below.  Additionally, we can provide [redacted] with a copy of the signed application upon her approval to release, to be sent in an email that is encrypted and secure.   We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants.   Sincerely,   Cathie R[redacted], Operations Manager Luther Appliance & Furniture Sales Inc. Phone: ###-###-####, Ext. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: the response and timeline of events do not match up however this is how they operate in not being forthcoming in their dealings.  I reached out several times to hacer this corrected and they did nothing about it or to correct or relieve the problem for the customer. I contacted them several times in april, may,  and June to correct this issue and it wasn't corrected
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
[redacted]RE:  [redacted] / Daytime – Evening Phone: ###-###-#### / E-mail: [redacted]We are in receipt of your email dated 1/**/15 and thank you for contacting us...

with [redacted]’ concern.  As a company, we pride ourselves in resolving all matters to the customer’s completesatisfaction.  Please be advised that our company did not violate the CPLR, customer’s rights, or any other charge described in the above-referenced complaint.  At no time were we advised verbally, or inwriting, to cease and desist contact.  Our last conversation with [redacted] and [redacted], was held on June **, 2014 via email [see attachment]. At that time [redacted] asked [redacted] if he could afford to pay $50 every two (2) weeks.  [redacted] responded back, “no I cannot.  I currently have no income.  I lost my job after 12.5 years and currently have nothing coming in.”  [redacted] responded to him, “please let me know when you can make a payment and I am here and willing to work with you regarding this matter.”Unfortunately, [redacted] defaulted on this arrangement.  No other phone contact after this call had taken place.  However, we have been trying unsuccessfully to speak with him to reinstate the arrangement agreed upon by both parties.  The last payment of $75 was posted on June **, 2014, leaving him with a total balance of $424.40.  We would appreciate this customer to contact us to make good on his agreement, by calling me at the phone # referenced below.As you can see by all of the events noted above, we tried our best to resolve this matter in a professional manner to successfully satisfy the customer.If you have any further questions or in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely, [redacted]We would appreciate your verifying receipt of this email please - thank you!

[redacted]New York Revdex.comRE:  Account #[redacted] - [redacted]We are in receipt of your email dated Monday, May **, 2015, advising us of [redacted] complaint as it pertains to her refund in question.  Please be advised that this a current matter...

brought to our attention by the Revdex.com and we appreciate your reaching out to us.  As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction.  Our [redacted], [redacted], has been actively working closely with [redacted] to resolve this matter.   [redacted] had a one year interest FREE loan with a 25% discount.  She just paid the account off within the last 30 days and the refund had to be calculated due to the discount and interest FREE component.  There was no discrepancy with the refund due.  However, our system does not allow us to calculate automatically and, therefore, it is calculated manually after all payments are posted.   As of today, we are still in contact with [redacted] and was quite surprised to receive this complaint.  As a follow-up yesterday, [redacted], spoke with [redacted] and advised her that the refund is to be mailed out by the end of this week.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us. Sincerely, 
[redacted]
[redacted]
[redacted]
[redacted]
 
[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 and the matter has been resolved.
Sincerely,
[redacted]

[redacted], New York Revdex.com[redacted]  [redacted]
[redacted]We are in receipt of your email dated January **, 2015, advising us that [redacted] replied back that our answer does not resolve his complaint.  As previously stated, at no time were we advised verbally, or in writing, to cease and desist contact.  We are in receipt of the attachments [redacted] provided to you (attached w/his response), which does include the letter he referenced in his initial complaint.  However, unfortunately we are not originally in receipt of the hard copy letter he claimed to have mailed to us. We would appreciate [redacted] providing us with a copy of the certified signed receipt.[redacted] defaulted on this arrangement and as a company, we pride ourselves in resolving matters of this nature, offering options to our customers so they can satisfactorily make payment within their means.   We have been trying unsuccessfully to speak with him to reinstate the arrangement agreed-upon by both parties.  The last payment of $75 was posted on June **, 2014, leaving him with a total balance of $424.40.  We would appreciate this customer to contact us to make good on his agreement, by calling me at the phone # referenced below.We wish to bring his account to good standing in a professional manner to successfully satisfy the customer.If you have any further questions or in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,
[redacted]
[redacted]
[redacted]

[redacted]
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[redacted]  [redacted]
[redacted]Dear [redacted]:We are in receipt of your email dated January [redacted], 2015, advising us that [redacted] replied back to the Revdex.com that our answer does not resolve her complaint.  Pleasebe advised that this still an on-going customer service top priority matter, in which we are currently handling.  [redacted] was offered to choose a new sectional and receive a $1,000 credit.  As per my conversation with her retail sales representative this morning, [redacted], she agreed to the offer and we received a copy of her signed customer order form today.  The new order is currently being confirmed and purchased.  Delivery will take approximately 4-6 weeks to arrive to the customer’s home, which [redacted] had been fully made aware of.As of today, we are still in contact with [redacted] and it is our understanding that she will not dismiss the complaint until her sectional is delivered to her home, approvesand signs for delivery.  We will be following this order closely to ensure [redacted]’s new sectional arrives to her home to complete satisfaction.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,[redacted]
[redacted]
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