My IAQ, LLC

To whom it may concern,I am mortified that I have not seen this complaint, until today, or I would’ve responded immediately.Based on MrD***’s experience, he’s totally justified in feeling the way he does, although none of this was intentional.I want to address each issue individually:First
issue and the most alarming and concerning for me is the fact that when MrD*** cancelled his transaction, he didn’t receive his deposit back in a timely manner and was charged payments for a product that he returned.When MrD*** called and was considering canceling his transaction, I asked who his sales rep was and what his date of purchase wasI pulled their appointment up in our database and it was listed as Victoria R***At the time, I wasn’t paying attention to the “last-name discrepancy” [D*** vs R***]In fact, our sales ledger also listed his wife [R***] as the purchaser, which added to all of this confusion, since she’s the one that set the original appointment.Once we received the merchandise back, I immediately emailed the finance company to notify them of "Victoria R***’s cancellation”I never heard anything back from them, so I assumed the cancellation was processed.As far as the deposit refund being delayed: once the merchandise was returned and inspected, I again was looking for Victoria R*** showing a depositNo deposit was foundA few weeks later, when MrD*** contacted me, saying his deposit hadn’t been refunded; I couldn’t even find a “D***" in our system, so I asked for his credit card information and that’s how I was able to find itI immediately processed his refundAt that point, I assumed that everything had been resolvedI told him I felt really bad that this hadn’t been taken care of in a timely manner[This is something that would normally NEVER happen!]Back to the beginning… When MrD*** initially called, I never meant for him to feel that I was disputing his concern about a fragranceQuite the contraryMy concern was for his wife and her asthmatic conditionThe Rainbow air-cleaner itself doesn't require fragrances, when using itThat's an optional benefit for those who enjoy fragrancing.What I was trying to convey to MrD***, was how important it is to use the Rainbow air-cleaner to remove the allergens and pollutants that cause the "symptoms of asthma" and "asthma attacks". I probably was a little more passionate about it, because my own wife has asthma and the only reason we even know about this product, is because her pulmonary specialist recommended it to her so that she could get off her allergy and asthma medications that were causing high-blood pressure and making her feel sickShe, in fact, has been medication free now for years, which is the main reason why we do this as a businessto help other people who are suffering.So, I completely apologize for any misunderstandingsThis whole incident has been like a perfect storm for everything looking bad on my end. Side note: Mr“D***” mentioned that is wasn’t until the finance company notified us, that we told them it was a cancelThat statement isn’t trueThe finance company did contact us, asking if we had a customer named “D***” that cancelled their purchaseWe told the finance company that we didn't have an account under that name, because we didn’t have a “D***” in our database! Remember, the cancellation that we had originally reported to them was under “R***”.It wasn’t until Mr“D***” contacted us, himself, stating that he’d been charged payments all that time for a machine he returned, that we figured out that Mr“D***” was actually the “R***” account In conclusion, once we realized that the contract was under “D***", we immediately contacted the finance company to notify them that the “D***” account was in fact a cancelThey processed the refund of the payments that he’d been charged. We also offered MrD*** $*** in merchandise from our company as a peace offeringHe seemed very appreciative of that and in all fairness, he was very patient with us.We have learned from this experience to be more diligent at double-checking that the names on the sales contracts match the original "appointment customer" listed in our customer databaseThis won’t happen again and we feel it’s unfortunate that Mr“D***" and his wife Victoria “R***” had to go through this experience.Our customers mean everything to us and we realize that good customer service is paramount to having trust and loyalty from our customersWe are predominantly a referral based company and a mistake like this is devastating to usWe will do our best moving forward to better our customer’s experience.Sincerely, Jim M***My Indoor Air Quality

October 14,
RE:
Mrs[redacted]' Financing
We
are in receipt of Mrs[redacted]' correspondence recently filed with your
officeWe are sorry to hear that Mrs[redacted] feels she has had the "wool
pulled" over her eyes with the purchase of her Rainbow home cleaning systemWhile
the financing company, Preferred Credit, Inc., can provide Ms[redacted] with
a more in depth explanation, I will do my best to explain the financing related
to Mrs[redacted]' account
On
October 13, 2014, we demonstrated a Rainbow home cleaning system for both Mr
and Mrs[redacted]. Impressed with the
Rainbow, we began discussing whether or not they wanted to make a purchaseWe
reviewed all the different payment options including the possibility of
financing. Mrand Mrs[redacted]
ultimately agreed that financing their purchase would be best and we had Mr
[redacted] complete a credit application and retail installment contract to do
so
The
retail installment contract Mr[redacted] signed contained all the key terms
of the financingThis included not only how much they were financing and over
what term, it also included how interest would be calculated. Contrary to what Mrs[redacted] believes, their
contract does not accrue interest according to the "Rule of 78s" method but
rather the Actuarial method – a commonly used method of accruing interest for
this type of financingTheir contract also states that the [redacted] may
prepay the contract at any time and if they do so, they will receive a refund
of the unearned finance charge as of the date of prepaymentThis is not too
dissimilar from other methods of financing in that the person repaying the loan
pays interest on the loan until they make a payment that covers all principal
and interest accrued to that date. [In
other words, they will only pay interest for the time they actually have the
loan.]
On
October 8, 2015, Mrs[redacted] contacted us regarding her financing. She spoke with Darleene who did her best to
explain the terms of the [redacted]' contract.
When Darleene was unable to provide Mrs[redacted] with the answers she
was looking for, we asked that she contact the finance company to get a payoff
quote as this would show what she would be actually due for and when Darleene's suggestion is what really seemed to
upset Mrs[redacted]. Mrs[redacted]
stated that the "balance" and the "payoff" should be exactly the same! She then accused our company of being "shady
and incompetent" and continued to tell Darleene that she had a background in finance
and that both MyIAQ and the finance company "Preferred Credit" [PCI] were
operating illegally[Fortunately, Mrs[redacted] is unclear and incorrect on
her assumptions.]
Customer
service is #in our company. At My
Indoor Air Quality, we do our best to assist and support our customers in every
way we can and we're devastated that we weren't able to satisfy her with the
support she was looking for
When
we received Mrs[redacted] present complaint, we took the opportunity to
review it with the finance company [PCI] and they indicated they would be willing to re-extend her same as cash option out
to 10-31-[An option that she had previously lost due to insufficient
funds on her autopay agreement with PCI.]
She only needs to make payment in the amount of $[redacted] to pay off the
remaining principal balance
I
hope this helps. However, if Mrs
[redacted] continues to have concerns regarding her financing, we suggest she contact
the finance company, Preferred Credit, who we have found to be both reputable
and helpful, over the last years we've utilized their services
Sincerely,
James M[redacted]