Revdex.com. Response to complaint ID [redacted] has stated that she came into the Draper location of Mattress Warehouse because of the 12 months 0% interest financing sign in the window. Customer further states that because we didn’t offer her 12 months interest free, we...
should be held responsible for practicing what is typically referred to as Bait and Switch. We in fact do not advertise 12 months 0% in our store windows. Our windows read. 0% financing available. As is common in the Mattress retail industry, we do offer several variations of interest free finance programs. Depending on the financing company, and their guidelines, we may offer 100 days same as cash with no credit check, or up to 60-month interest free depending on credit worthiness and the mattress purchased. We often advertise 0% loans in our window, but unlike some in our industry it is not in our policy to mention a time frame. This is because we don’t know the situation that a customer is in until we start talking to them. We have a standardized series of questions we take each customer through to assist them in determining their best and most cost effective financing options. Experience has demonstrated, and we practice as such, never to assume the customer’s credit worthiness and personal needs. This is standard in many industries such as furniture, automotive, and mattress retail sales. There is no incentive for our retail associates to bait and switch, and furthermore, Mattress Warehouse will not tolerate any practices that do not serve the best interests of our customers. In her complaint, she claims that the 0% 12 months financing advertised in our window drew her into our Draper location. It is very possible she is remembering a sign in Mattress Firm’s window across the street from our Draper location. That is a common mistake made. Any reason we give as to why we enrolled Mrs. [redacted] with the 100 day no credit check option would be assumptive as this happened in March and have had far too many customers from this date forward to recall each and every scenario. We can say from experience that it is very common, no matter what the customer’s situation is, to have a customer select a no credit check option. It could be that they are trying to buy, or refinance, a house and don’t want their credit checked. It could also be that they make enough money that 100 day payoff works perfect for them. At the $200,000 annual income she has stated she declared at the time of her application that could very well be the reason she selected the 100 day 0% percent option. We would like to emphasize that it is the practice of Mattress Warehouse, and our employees, not make assumptions about the credit worthiness of a customer, we simply present their options and proceed as they instruct us. If the 100 days at 0% option wasn’t satisfactory, and she would have preferred extended terms, such as the 12 months she states she desired, we can assure you that it is our standard policy to cover any, and all, available options based upon the individuals personal credit worthiness. She would have only had to ask for the extended terms. Again, we do not know definitively what was said, or offered, as it was 7 months ago, and we cannot access the credit worthiness of the customer and what she would, or would not, have qualified for. Customer states she is concerned about the advertising and lending tactics, and that she was not offered the standard 12 months interest freeIn her complaint, she expresses she didn’t understand what she was getting into when she signed these documents.We have a form that we go through to explain this loan in detail prior to the customer accepting the loan to eliminate any misunderstandings.From the moment the customer accepts this agreement an e-mail is sent to the customer immediately with full disclosure of all terms of the agreement.On the day of delivery, the loan provider calls the customer to make sure they understand that this is a 100 day same as cash Lease agreement and that if it is not paid off by then that interest will accrue. The calls with the lending company are recorded. They have shared their call actions with her. SNAP Finance can prove that she hung up on them. They tried several times more and left her messages to call as they are not allowed by law to leave this kind of detailed information on an answering machine. She never called them back. She had many opportunities to review, accept, and or decline the terms of the 100 days same as cash Lease agreement she willingly entered into. It is standard practice for lending companies to charge interest if the loan is not paid for after 100-day period. Typically, they back the interest to the day the loan was originated. As these are no credit check loans, and therefore higher risk to the originator, the interest is substantially higher. HOWEVER, had she paid the balance off in 100 days, as clearly disclosed in the agreement, she would have incurred no interest.In the complaint she says, “I have tried to work directly with Mattress Warehouse to negotiate with the finance company to reduce the interest rate/leasing fees to a reasonable amount, but they have been less than responsive and in fact claim that they have spoken with me directly to resolve—which is a complete falsehood.” She then goes on to say she has talked to the us (the company) on 3 different occasions. That would imply that we have spoken to her directly.Regardless, we don’t own the finance company. They are a nationwide company that is used in hundreds if not thousands of different businesses. They control every aspect of the financing and interest rate. We cannot dictate to them any refund. That being said, we have reached out to them to see if there was anything they would do. They have declined! If she has any complaint with the financing, it should be directed to the finance company not with us. In the complaint, she said we used discriminatory lending practicesThis is a complete falsehood. We do not discriminate against age, color, religion, sexual practice, or any other form of discrimination. Further, as previously stated, we make no assumptions about how much a person makes or their credit worthiness based on appearance or any other discriminatory factor. We offer various lending options specifically for that reason. As a business it doesn’t matter to us whether they pay with cash, credit card, or any of our different loan options. From a moral, legal, or general business standpoint it in no way serves us to discriminate!In conclusion:We offered her 0% financing for 100 days. This satisfied the advertisement that was most likely in our window, therefore no bait and switchWe cannot say for a fact why she was not offered 12 months interest free, but she was offered what we would consider our “standard” interest free option. Had she paid the loan off in 100 days, she would not have been charged any interest. This would have been disclosed by us and as a redundant measure by the loan company themselves. She also had the loan documents stating that as wellThis is a nationwide financing company. We have no control over what interest rates they choose to charge if the loan is not paid off in 100 days. Any complaints she has about financing should be directed to them, not to us. This matter is beyond our control.With eight locations serving the Wasatch Front, and a twelve year track record, we are proud to state that despite the sometimes confusing complexity of financing options we have had only two complaints regarding misunderstandings pertaining to any terms as outlined by the lending guidelines of our lenders. Considering the thousands of customers we have served, we would hope the Revdex.com, and the Utah consumer market, would agree that this is an exceptionally remarkable feat.Subsequently, we cannot assume responsibility for Mrs. [redacted]’s conflict, and her desired settlement is not acceptable to us as the thousand dollars she is disputing was paid to the finance company not to us. Sincerely,Brandon *. S[redacted]—GSM Mattress Warehouse Utah
Revdex.com. Response to complaint ID [redacted] has stated that she came into the Draper location of Mattress Warehouse because of the 12 months 0% interest financing sign in the window. Customer further states that because we didn’t offer her 12 months interest free, we...
should be held responsible for practicing what is typically referred to as Bait and Switch. We in fact do not advertise 12 months 0% in our store windows. Our windows read. 0% financing available. As is common in the Mattress retail industry, we do offer several variations of interest free finance programs. Depending on the financing company, and their guidelines, we may offer 100 days same as cash with no credit check, or up to 60-month interest free depending on credit worthiness and the mattress purchased. We often advertise 0% loans in our window, but unlike some in our industry it is not in our policy to mention a time frame. This is because we don’t know the situation that a customer is in until we start talking to them. We have a standardized series of questions we take each customer through to assist them in determining their best and most cost effective financing options. Experience has demonstrated, and we practice as such, never to assume the customer’s credit worthiness and personal needs. This is standard in many industries such as furniture, automotive, and mattress retail sales. There is no incentive for our retail associates to bait and switch, and furthermore, Mattress Warehouse will not tolerate any practices that do not serve the best interests of our customers. In her complaint, she claims that the 0% 12 months financing advertised in our window drew her into our Draper location. It is very possible she is remembering a sign in Mattress Firm’s window across the street from our Draper location. That is a common mistake made. Any reason we give as to why we enrolled Mrs. [redacted] with the 100 day no credit check option would be assumptive as this happened in March and have had far too many customers from this date forward to recall each and every scenario. We can say from experience that it is very common, no matter what the customer’s situation is, to have a customer select a no credit check option. It could be that they are trying to buy, or refinance, a house and don’t want their credit checked. It could also be that they make enough money that 100 day payoff works perfect for them. At the $200,000 annual income she has stated she declared at the time of her application that could very well be the reason she selected the 100 day 0% percent option. We would like to emphasize that it is the practice of Mattress Warehouse, and our employees, not make assumptions about the credit worthiness of a customer, we simply present their options and proceed as they instruct us. If the 100 days at 0% option wasn’t satisfactory, and she would have preferred extended terms, such as the 12 months she states she desired, we can assure you that it is our standard policy to cover any, and all, available options based upon the individuals personal credit worthiness. She would have only had to ask for the extended terms. Again, we do not know definitively what was said, or offered, as it was 7 months ago, and we cannot access the credit worthiness of the customer and what she would, or would not, have qualified for. Customer states she is concerned about the advertising and lending tactics, and that she was not offered the standard 12 months interest freeIn her complaint, she expresses she didn’t understand what she was getting into when she signed these documents.We have a form that we go through to explain this loan in detail prior to the customer accepting the loan to eliminate any misunderstandings.From the moment the customer accepts this agreement an e-mail is sent to the customer immediately with full disclosure of all terms of the agreement.On the day of delivery, the loan provider calls the customer to make sure they understand that this is a 100 day same as cash Lease agreement and that if it is not paid off by then that interest will accrue. The calls with the lending company are recorded. They have shared their call actions with her. SNAP Finance can prove that she hung up on them. They tried several times more and left her messages to call as they are not allowed by law to leave this kind of detailed information on an answering machine. She never called them back. She had many opportunities to review, accept, and or decline the terms of the 100 days same as cash Lease agreement she willingly entered into. It is standard practice for lending companies to charge interest if the loan is not paid for after 100-day period. Typically, they back the interest to the day the loan was originated. As these are no credit check loans, and therefore higher risk to the originator, the interest is substantially higher. HOWEVER, had she paid the balance off in 100 days, as clearly disclosed in the agreement, she would have incurred no interest.In the complaint she says, “I have tried to work directly with Mattress Warehouse to negotiate with the finance company to reduce the interest rate/leasing fees to a reasonable amount, but they have been less than responsive and in fact claim that they have spoken with me directly to resolve—which is a complete falsehood.” She then goes on to say she has talked to the us (the company) on 3 different occasions. That would imply that we have spoken to her directly.Regardless, we don’t own the finance company. They are a nationwide company that is used in hundreds if not thousands of different businesses. They control every aspect of the financing and interest rate. We cannot dictate to them any refund. That being said, we have reached out to them to see if there was anything they would do. They have declined! If she has any complaint with the financing, it should be directed to the finance company not with us. In the complaint, she said we used discriminatory lending practicesThis is a complete falsehood. We do not discriminate against age, color, religion, sexual practice, or any other form of discrimination. Further, as previously stated, we make no assumptions about how much a person makes or their credit worthiness based on appearance or any other discriminatory factor. We offer various lending options specifically for that reason. As a business it doesn’t matter to us whether they pay with cash, credit card, or any of our different loan options. From a moral, legal, or general business standpoint it in no way serves us to discriminate!In conclusion:We offered her 0% financing for 100 days. This satisfied the advertisement that was most likely in our window, therefore no bait and switchWe cannot say for a fact why she was not offered 12 months interest free, but she was offered what we would consider our “standard” interest free option. Had she paid the loan off in 100 days, she would not have been charged any interest. This would have been disclosed by us and as a redundant measure by the loan company themselves. She also had the loan documents stating that as wellThis is a nationwide financing company. We have no control over what interest rates they choose to charge if the loan is not paid off in 100 days. Any complaints she has about financing should be directed to them, not to us. This matter is beyond our control.With eight locations serving the Wasatch Front, and a twelve year track record, we are proud to state that despite the sometimes confusing complexity of financing options we have had only two complaints regarding misunderstandings pertaining to any terms as outlined by the lending guidelines of our lenders. Considering the thousands of customers we have served, we would hope the Revdex.com, and the Utah consumer market, would agree that this is an exceptionally remarkable feat.Subsequently, we cannot assume responsibility for Mrs. [redacted]’s conflict, and her desired settlement is not acceptable to us as the thousand dollars she is disputing was paid to the finance company not to us. Sincerely,Brandon *. S[redacted]—GSM Mattress Warehouse Utah