Matanuska Music

7/8/2016This being the first response letter to a complaint sent to the Revdex.com in 17 years ofbusiness, Matanuska Music has no prior experience in writing such a response.Therefore, no names or pronouns whatsoever will be used. All titles are capitalized toidentify a distinct person, and brackets []are...

used to replace gender specific pronouns.Writer's Introduction and PurposeThis response letter is written by an employee of Matanuska Music who was not witnessto any of the events described below. The writer interviewed all parties mentioned exceptfor the Complainant and Complainant's Spouse.First, a breakdown of the Complainant's letter into a list of grievances as exactly quotedfrom the original letter to the Revdex.com. Counterpoint is provided in a different font.Secondly, the resolution as proposed by Matanuska Music.Last, the Story of Events as experienced by the staff of Matanuska Music followed by asummary of the Complainant's account.The Complainant's Grievances* The rebuttals use language from the same contract that the Complainant signed,information from the Story of Events described below, as well as testimony from theOwner.1. " ... extra charge on my card without my permission."Contract states in Section 3, 2nd & 3rd sentence: "On accounts 15  days past due, Matanuska Music will charge the balance due to the card on file on the 16th of the month." To a renter a month behind payment the charge may look like the amount is doubled.2. " ... charge me late fees after my card was declined. I did not receive a phone call aletter or even an E-mail stating they were having issues with my card ... "Contract states in Section 2, 3rd sentence: "A late fee of $10.00 will be charged to past due accounts on the 16th of the month."Contract states in Section 3, 4th sentence: "If the credit card on file expires or becornesinvalid it is the renter's responsibility to provide to provide Matanuska Music with a new expiration date or new card number." Nowhere in the contract is it stated that Matanuska Music is obligated to inform a renter of their card status.3. " ... Matanuska musical didn't even try to run my card after date they last receive for.payment."Our records show on 12/16/2016 the Complainant's card DECLINED: OVER LIMIT. The charge was for $41.20. January 2016 DECLINED: OVER LIMIT for $92.40 (2 cumulative months plus a $10 late fee). This pattern continues until March, when the response is NOT APPROVED, and then the card expired at the end of April.4. "They also gave out my personal information to a person I did not give thempermission to.''Contract states in Section 2, last sentence: ''Matanuska Music (or its assigns) may also contact your spouse for collection of any past due amount." The owner of Matanuska Music verified that the Spouse (of the Complainant) came into Matanuska Music inquiring about the Complainant's account. The Spouse asked the Owner "Did (the Complainant) return the trumpet?" To which the owner replied "No. There is still a $300+ past due charge." The Spouse replied "I'll tell (the Complainant). No third party was contacted, no personal information was solicited. 5. "I called Matanuska Musical to resolve this issue ... worst customer service I everhad ... and an accountant that was very unprofessional and rude ... had no knowledge ofanything on my account."This one-sided statement is false. Matanuska Music considers customer service to be the most important factor in creating lifelong relationships with its clientele. The Accountant has many years experience in both collections and accounting, always providing satisfactory results and clear communication. Fortunately a Witness observed the Complainant's abusive behavior from aside the Accountant. For a detailed account of the phone call, as observed by the Witness, please read "The story of events" attached. Matanuska Music ultimately believes in strong clientele relationships. That is whyMatanuska Music will honor its original offer made by The Accountant to theComplainant:The Complainant will provide current, reliable credit card information to MatanuskaMusic in exchange for a waiver of late fees. $329.60 will be charged to the card; rent isEIGHT months past due as the trumpet has been in possession of the Complainant forthis time.Otherwise, the contract states Section 24th sentence:"Any payment not made within 30 days of due date will be considered in default and theinstrument must be returned to Matanuska Music per Alaska Statute Sec 34.05.040. If aninstrument in default status has not been returned within 60 days of the payment date, thecustomer becomes immediately liable for the full value of the instrument and all reasonableattorney fees, collection costs, late fees, collection agency costs, repossession fees and any damageto the instrument. The customer agrees to pay the balance due, which may include the full value ofthe instrument (if not returned prior to collection referral) plus a 35% collection agency fee on anyaccounts over 90 days past due that are referred for collection.If the Complainant cannot afford to pay the $329.60 that is past due, Matanuska Music ismore than willing to negotiate a payment plan, whether the trumpet remains in possessionof the Complainant or if the Complainant chooses to return the instrument. '
The Story of EventsThe Complainant's call to Matanuska Music was on June 21  wherein the Complainantrequested to speak to a manager or owner. The salesperson who answered the call handedthe phone to the Floor Manager and [according to the Floor Manager] said "This [person]is pissed." The Floor Manager described the caller (The Complainant) as "hostile." TheComplainant told the Floor Manager that Matanuska Music was charging on the wrongday from which they said they would. Floor Manager stated that the Complainant accusedMatanuska Music of bank fraud, double charging, and soliciting personal information.Floor Manager states that "I reassured [the Complainant] that if the problem is our fault,we will resolve it." The Floor Manager then made a note for the Accountant to call theComplainant back.The Floor Manager relayed a verbal message, in person, to the Accountant stating that [the Complainant] is accusing Matanuska Music of bank fraud, and [the Complainant]said that we are charging [their] card on the wrong day.This message confused the Accountant, who immediately called the Complainant. At thatmoment, a different salesperson (the Witness) was waiting for the Accountant to finishthe phone call, as to speak about a separate matter. When the Complainant beganshouting at the Accountant, the Accountant held up a hand to signal to the Witness to stayand be a witness.The Witness observes that all that was heard through the phone receiver was at adistance. The Witness could audibly discern shouting coming from the Complainant, butwas not able to understand what was being shouted. The Witness states that theAccountant repeatedly tried to calm the Complainant.The Accountant was confused about the nature of the call, thinking it was concerningbank fraud and wrong-day billing, not a credit card that was chronically declined.The Accountant offered to waive late fees if the Complainant provided the recent creditcard information. This prompted more screaming from the Complainant regarding latefees. The Accountant referred to the contract language and continued to ask theComplainant to stop screaming. The phone call ended with the Complainant hanging upon the Accountant.Currently The Complainant has not made an effort to return the trumpet.The Complainant has made no effort to make payments on the current amount due($399.60 with $70 of late fees as of the writing of this letter).The Trumpet is valued at $875.00 as per the contract which the Complainant signed. The Complainant notated the purchase price as $525.00, which is incorrect.