Complaint: [redacted] I am rejecting this response because:I am so disappointed by how this entire situation was handledThe woman that called me was so incredibly rude to me that it actually took me by surpriseWe were able to take a short break from our mom at the hospital to pick out a fridgeWe got to RC Willey and found out that we were only given $Credit to go towards a new fridgeOur sales girl Olivia and her manager both thought it was very weird when they pulled up our account and saw all of these adjustments that gave us less money, and couldn’t believe that nothing was being done for the water damage to our homeWe ended up having to finance a more expensive fridge and we denied the warranty, because this one proved to cause more problems for us in the endI posted about this on Facebook and have had several people advise me to go after RC Willey with an attorney to cover the damages that happened to my homeI get that the warranty did not cover home damage, however, my home would not have been damaged if this situation would have been handled properlyThe rude woman that called me made a big mistake when she told me that our fridge was deemed “unrepairable” by the service man a MONTH ago!!!! I don’t care who’s fault that was, but it wasn’t ours, and they need to make it right! Our deductible is $and I’m not going to file a claim, because the floor repair will come in just under thatOur story became well known by several in the store the other night, because everyone was shocked at how poorly we were being treatedA complete disappointment by a company that’s supposed to have such a great reputationWe will never shop there again, and this issue is not over Sincerely, [redacted]
After review with our customer service department, Quality Appliance Service, and Samsung, The decision has been made to continue on the course that we are currently on and that is to replace the parts that are not working correctlySamsung will not be replacing the refrigerator at this timeRC Willey has delivered a cu ft refrigerator for the customer to use, plus a small cu ft refrigerator that she can keep when the service is completeQuality Appliance has ordered replacement parts and will be scheduling the service as soon as parts arriveStephanie H [redacted] who is our office manager has been working with all parties to keep them informed, and will continue to do so.Bren
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 Sincerely, [redacted]
The claim had been sent to our flooring department to go out and look at Mr [redacted] 's flooring damage, but this was not the type of flooring they are able to repair and we had to find another way to assess the damageRC Willey has since sent an independent adjuster out to the [redacted] residence to verify all of the damage to the floor and to provide us with an estimate for repairsThe adjuster was supposed to be out to the [redacted] residence on 8/7/Once we receive their report back we will follow up with Mr [redacted] to review the adjusters findings and to make a settlement offer to resolve the damagesWe sincerely apologize for any delays in getting this resolved in a timely mannerWe are reviewing our claims process in order to better accommodate our customers and their needsBest Regards,Taylor P [redacted] Claims SupervisorRC Willey Home Furnishings
We have contacted the customer and explained in more detail why we declined the claimWe have offered the customer option to pay for parts and labor to get her piece fixed at their expense because this is not a covered issueWe have given the customer a copy of her warranty so she is able to be familiar with the guidelines of that warranty
We are sending out our own technician to the customers home to assess the situation We will pass this information over to our quality control department in Salt Lake City to make sure the problem with this set has been addressed and will not occur again Customer just wants us to make sure this is addressed and does not happen to anyone else
We have been in contact with the customer about her fridgeWe have exchanged the fridge out per the notes from the servicer saying the fridge could not be fixedCustomer is aware of the exchange and has already gone to the store and finished the exchange of the fridgeUnfortunately the damage to the home is not something warranty coversCustomer is aware that she has to get with her home owners insurance to get the home damage fixed
Thank you for your inquiry I have reviewed the complaint and have found the following:This account was opened jointly by both our customer and his now ex-wife A joint account does not require permission from one party or the other to use the account, make purchases, update account information etc At the time of the new purchase activity on the account, it was "open to buy" so either party could have made purchases without notifying the other and they would be jointly liable for those purchases.In this instance however, there was a name and address change made in a store location(no new husband was ever added) Although customers don't have to be married to obtain a joint account with RC Willey, because of the name change request, by policy, an additional step should have been taken by the store associate to determine whether there had been a separation or divorce and the account should have been closed to protect both parties The now ex-wife would have then been able to apply for an account in her own name in order to make her purchases.Based on the fact that this step by the associate to verify continued joint ownership was not taken, RC Willey is agreeing to our customers request and we have initiated steps to remove this account from his credit report / profile with all three credit reporting agencies RC Willey will not hold this customer liable for the purchases made on the account which constitute the remaining account balance Please allow - weeks for the update to take effect on your credit.Thank you for bringing this to our attention
RC Willey does offer multiple financing plans to our customers including a regular interest bearing plan, a month, deferred interest plan, a month deferred interest plan, and a month deferred interest planThe regular revolving plan is available every day to our customers The 6, 12, and month plans are also available everyday to our customers who make a qualifying minimum purchase For the month plan the minimum purchase amount is $ A minimum purchase of $1,is required to qualify for our month financing, and a minimum purchase of $2,or more would qualify for our month plan If a customer makes a purchase one month for only $500.00, that amount would qualify for our month finance plan with a required minimum payment If two months after the initial purchase, our customer makes and additional purchase of $1200.00, that purchase would qualify for month financing and would then create its own minimum payment for that plan subsequent purchases qualifying in either plan would only be added to the remaining balance of that plan which may change the payment amount on that plan, but would not create an addition payment.By law, any creditor who offers interest deferred financing must require a minimum monthly payment (not equal payments) on each deferred interest balance Once the minimum payments on each plan have been satisfied, our customers are welcome to apply any excess payment amounts to whichever plan balance they would like Regardless of whether a interest deferred balance is expiring, the minimum payments must be met on all the plans or it will result possible late fees or interest Because the minimum payments are mandated by Federal law, RC Willey is not at liberty to change the minimum payment requirements on separate financing plans
We have spoken with the customer, and have agreed upon a reduced price as compensation for consumer dissatisfaction Customer is in agreement with this arrangement.Alan C**RC Willey
Complaint: [redacted] I am rejecting this response because:When the interest free time period ends, RC Willey puts the whole amount due to pay it off as the minimum amount due For example, the minimum for that purchase might have been $each monthWhen the free interest time period comes to an end, they make the minimum the total amount due to pay off the accountSo if $is the total left, instead of the minimum due of $100.00, they make the $the minimum due on that purchaseIf you can't pay the $knowing that the interest will be added, they also add a late charge since you did not pay the account off Other retail businesses do not do thatThey simply add the interest to the account, and the minimum will be adjusted to take into account the addition of that interest RC Willey's online access makes it very difficult to follow when the interest free period is up, so you log in and see a minimum amount due could be double what it had been the month before Sincerely, [redacted] ***
The refrigerator that the customer purchased was on sale during our Anniversary SaleThe full price of the refrigerator was $The price that we had online indicated that it was $and included the statement that online pricing was "After All Discounts." During the original order that the customer placed in our stores, they received a $discount to go against the full price to reflect the 10% savings on appliances, which would have taken the price below the price that we are showing onlineLaws in California make it so we are unable to show sales prices on specific productsWith our financing there are minimum thresholds required to make an order eligible to be financed on themThe original order that the customer placed in our store that included the microwave was over $1999, and was eligible for our month No Interest PlanThat order was cancelled and she placed it onlineThe new order was below that total, and only became eligible for our month No Interest PlanThe new order did not include the microwave and only had a year warranty included on itBoth the year warranty and the year warranty are available for refrigerator online on the productThey can be found on the product itself or in the shopping cart as a customer places an orderSince the order is well below the required amount for the month No Interest Plan, we are unable to have it switched to that plan.We are not able to give you the microwave for free (through the requested $gift card) due to the confusion with the pricing in-store vs online
To address all concernsVinyl cut short from toekicksThis was a miscommunication between the customer and installerThe installer was told by the customer that they were going to install baseboards in these areas after the vinyl was installedAfter the customer called to complain we realized the customer only put on a new 1/8" skin on the toe kicks which caused the vinyl to be short in a few areasThese items were addressed, corrected and the customer signed off as completed Metal banding problemThe installer did not have enough metal to put all metal in full pieces so one area was put in two piecesThis was addressed and corrected and the customer signed off as completedWater damageThis is an unfortunate situation for all parties involved and really is no fault of anyoneIt is clear the water damage was caused from the valve failingWith the water leaking in and under the walls floor damage is going to occurThe installers insurance company concluded this is not the fault of the installerThis is simply an unfortunate fail of a valveAfter the fridge was reconnected the valve was turned back on 03/24/No leaks were apparent at that timeAn inspection was done at the jobsite on 04/11/to determine the repairs needed and no leaks or water were present at that timeThe installer went back on 04/20/to do the repairs the customer requested and no leaks or water were apparent at that timeThe carpet was originally wet 06/01/and just days later the floor was completely soakedThe valve probably started leaking close to the June 1st dateIf it had been leaking since 03/24/when the floor was initially installed the water would have been apparent much soonerThe last inspection was done 09/12/and the vinyl subfloor was swollen under the fridge and will have to be replacedThe carpet looked to be in good conditionWe would like to be as empathetic as possible and are very sorry with the magnitude of the damages and although this is no fault of any party involved RC Willey is willing to work with the customer to replace the damaged kitchen flooring to help with this unfortunate situation
Brent, our general manager from our Syracuse store, reviewed this with Danny, Jason, and John B [redacted] (our VP over Customer Service)The offer of $is more than fair due to the installation issues that have previously been discussedHer statements that Danny told her to glue down the laminate is unfounded and untrueThe offer that we presented to Michelle is our final offerWe are sorry that she is having issues with her laminate flooring, but because of the gluing issue, the warranty on the product has been voided
Mr***s washing machine was purchased and delivered over a year agoAt the time that the claim was reported Mr [redacted] was unsure if he was going to pursue the claim through his home owners insurance or handle the matter directly with RC WilleyMr [redacted] had already had a plumber to his home to inspect the cause of loss and it was determined that a hose was loose and water was leakingWhat cannot be determined at this time is if the hose had been loose since the time that the washer was delivered or if there was some other contributing factor which caused the hose to come looseOur claims examiner has been in contact with and is now in the process of sending out an independent adjuster to evaluate the loss and attempt to determine how long the water had been leakingWe apologize for any delay in communications with Mr***It had been less than a week since our claims examiners last contact with him as she was trying to determine the most appropriate next step given the circumstances of this lossWe feel that sending an independent adjuster to evaluate the situation and try to help determine the cause of the loss is the most appropriate action at this timeOnce we receive the independent adjusters report and have a chance to review it we will follow up again with Mr [redacted] on how we will proceed with his claim at that timeOnce we are able to determine our responsibility in resolving this matter we will address Mr***'s other demands for settlement of this claim.Sincerely,Taylor P [redacted] RC Willey Claims Supervisor
The reporting of the customer's account by RC Willey is not in violation with the FCRA as our customer allege for two reasons1) The year reporting time frame (a bureau guideline) does not commence from the date of opening an account with a creditor, but instead begins as of the date of the "last activity" on the account The date of last activity may be when last payment was made to pay off a balance, when the account was last used, or, as in the case of our customer, the date the account was charged off as a loss due to non-payment by our customerRC Willey reported our customer's account as "charge-off" in December 2012, which initiated the original "date of last activity" on the account Subsequent to the charge-off, our customer filed Chapter bankruptcy in November 2014, and converted to Chapter December The bankruptcy was discharged April 22, Because of the bankruptcy filing, the new "date of last activity" became the date of lbankruptcy, or December This date was not over years ago as our customer alleges, but is slightly more than years ago2) FCRA requirement from a creditor is to report the account status as of the date of any bankruptcy filingAs previously mentioned, the account status at the time of filing was "charge-off." RC Willey's report indicates the status of charge-off, along with the designation "included in a bankruptcy filing", as required by FCRA regulation Based on the reporting requirements as indicated above, the reporting is accurate as indicated, and will not be changed or deleted by RC Willey
Revdex.com: I AM SO HAPPY!!! RCWILLEY Quickly repaired my warranted item and returned it to my home! I am a fan for life Nice when a company stands by their word! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I am so disappointed by how this entire situation was handledThe woman that called me was so incredibly rude to me that it actually took me by surpriseWe were able to take a short break from our mom at the hospital to pick out a fridgeWe got to RC Willey and found out that we were only given $Credit to go towards a new fridgeOur sales girl Olivia and her manager both thought it was very weird when they pulled up our account and saw all of these adjustments that gave us less money, and couldn’t believe that nothing was being done for the water damage to our homeWe ended up having to finance a more expensive fridge and we denied the warranty, because this one proved to cause more problems for us in the endI posted about this on Facebook and have had several people advise me to go after RC Willey with an attorney to cover the damages that happened to my homeI get that the warranty did not cover home damage, however, my home would not have been damaged if this situation would have been handled properlyThe rude woman that called me made a big mistake when she told me that our fridge was deemed “unrepairable” by the service man a MONTH ago!!!! I don’t care who’s fault that was, but it wasn’t ours, and they need to make it right! Our deductible is $and I’m not going to file a claim, because the floor repair will come in just under thatOur story became well known by several in the store the other night, because everyone was shocked at how poorly we were being treatedA complete disappointment by a company that’s supposed to have such a great reputationWe will never shop there again, and this issue is not over Sincerely, [redacted]
I spoke with Mrs [redacted] We have issued a credit for her to visit our store to select another setThis issue is resolved
After review with our customer service department, Quality Appliance Service, and Samsung, The decision has been made to continue on the course that we are currently on and that is to replace the parts that are not working correctlySamsung will not be replacing the refrigerator at this timeRC Willey has delivered a cu ft refrigerator for the customer to use, plus a small cu ft refrigerator that she can keep when the service is completeQuality Appliance has ordered replacement parts and will be scheduling the service as soon as parts arriveStephanie H [redacted] who is our office manager has been working with all parties to keep them informed, and will continue to do so.Bren
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 Sincerely, [redacted]
The claim had been sent to our flooring department to go out and look at Mr [redacted] 's flooring damage, but this was not the type of flooring they are able to repair and we had to find another way to assess the damageRC Willey has since sent an independent adjuster out to the [redacted] residence to verify all of the damage to the floor and to provide us with an estimate for repairsThe adjuster was supposed to be out to the [redacted] residence on 8/7/Once we receive their report back we will follow up with Mr [redacted] to review the adjusters findings and to make a settlement offer to resolve the damagesWe sincerely apologize for any delays in getting this resolved in a timely mannerWe are reviewing our claims process in order to better accommodate our customers and their needsBest Regards,Taylor P [redacted] Claims SupervisorRC Willey Home Furnishings
We have contacted the customer and explained in more detail why we declined the claimWe have offered the customer option to pay for parts and labor to get her piece fixed at their expense because this is not a covered issueWe have given the customer a copy of her warranty so she is able to be familiar with the guidelines of that warranty
We are sending out our own technician to the customers home to assess the situation We will pass this information over to our quality control department in Salt Lake City to make sure the problem with this set has been addressed and will not occur again Customer just wants us to make sure this is addressed and does not happen to anyone else
We have been in contact with the customer about her fridgeWe have exchanged the fridge out per the notes from the servicer saying the fridge could not be fixedCustomer is aware of the exchange and has already gone to the store and finished the exchange of the fridgeUnfortunately the damage to the home is not something warranty coversCustomer is aware that she has to get with her home owners insurance to get the home damage fixed
The customer has been contacted and taken care ofThe full amount of credit has been issued to her credit cardThe matter is resolved
Thank you for your inquiry I have reviewed the complaint and have found the following:This account was opened jointly by both our customer and his now ex-wife A joint account does not require permission from one party or the other to use the account, make purchases, update account information etc At the time of the new purchase activity on the account, it was "open to buy" so either party could have made purchases without notifying the other and they would be jointly liable for those purchases.In this instance however, there was a name and address change made in a store location(no new husband was ever added) Although customers don't have to be married to obtain a joint account with RC Willey, because of the name change request, by policy, an additional step should have been taken by the store associate to determine whether there had been a separation or divorce and the account should have been closed to protect both parties The now ex-wife would have then been able to apply for an account in her own name in order to make her purchases.Based on the fact that this step by the associate to verify continued joint ownership was not taken, RC Willey is agreeing to our customers request and we have initiated steps to remove this account from his credit report / profile with all three credit reporting agencies RC Willey will not hold this customer liable for the purchases made on the account which constitute the remaining account balance Please allow - weeks for the update to take effect on your credit.Thank you for bringing this to our attention
RC Willey does offer multiple financing plans to our customers including a regular interest bearing plan, a month, deferred interest plan, a month deferred interest plan, and a month deferred interest planThe regular revolving plan is available every day to our customers The 6, 12, and month plans are also available everyday to our customers who make a qualifying minimum purchase For the month plan the minimum purchase amount is $ A minimum purchase of $1,is required to qualify for our month financing, and a minimum purchase of $2,or more would qualify for our month plan If a customer makes a purchase one month for only $500.00, that amount would qualify for our month finance plan with a required minimum payment If two months after the initial purchase, our customer makes and additional purchase of $1200.00, that purchase would qualify for month financing and would then create its own minimum payment for that plan subsequent purchases qualifying in either plan would only be added to the remaining balance of that plan which may change the payment amount on that plan, but would not create an addition payment.By law, any creditor who offers interest deferred financing must require a minimum monthly payment (not equal payments) on each deferred interest balance Once the minimum payments on each plan have been satisfied, our customers are welcome to apply any excess payment amounts to whichever plan balance they would like Regardless of whether a interest deferred balance is expiring, the minimum payments must be met on all the plans or it will result possible late fees or interest Because the minimum payments are mandated by Federal law, RC Willey is not at liberty to change the minimum payment requirements on separate financing plans
The missing sectional pieces are due in our warehouse the first week of FebruaryWhen they arrive we will contact the customer and arrange for delivery
We have spoken with the customer, and have agreed upon a reduced price as compensation for consumer dissatisfaction Customer is in agreement with this arrangement.Alan C**RC Willey
Complaint: [redacted] I am rejecting this response because:When the interest free time period ends, RC Willey puts the whole amount due to pay it off as the minimum amount due For example, the minimum for that purchase might have been $each monthWhen the free interest time period comes to an end, they make the minimum the total amount due to pay off the accountSo if $is the total left, instead of the minimum due of $100.00, they make the $the minimum due on that purchaseIf you can't pay the $knowing that the interest will be added, they also add a late charge since you did not pay the account off Other retail businesses do not do thatThey simply add the interest to the account, and the minimum will be adjusted to take into account the addition of that interest RC Willey's online access makes it very difficult to follow when the interest free period is up, so you log in and see a minimum amount due could be double what it had been the month before Sincerely, [redacted] ***
The refrigerator that the customer purchased was on sale during our Anniversary SaleThe full price of the refrigerator was $The price that we had online indicated that it was $and included the statement that online pricing was "After All Discounts." During the original order that the customer placed in our stores, they received a $discount to go against the full price to reflect the 10% savings on appliances, which would have taken the price below the price that we are showing onlineLaws in California make it so we are unable to show sales prices on specific productsWith our financing there are minimum thresholds required to make an order eligible to be financed on themThe original order that the customer placed in our store that included the microwave was over $1999, and was eligible for our month No Interest PlanThat order was cancelled and she placed it onlineThe new order was below that total, and only became eligible for our month No Interest PlanThe new order did not include the microwave and only had a year warranty included on itBoth the year warranty and the year warranty are available for refrigerator online on the productThey can be found on the product itself or in the shopping cart as a customer places an orderSince the order is well below the required amount for the month No Interest Plan, we are unable to have it switched to that plan.We are not able to give you the microwave for free (through the requested $gift card) due to the confusion with the pricing in-store vs online
To address all concernsVinyl cut short from toekicksThis was a miscommunication between the customer and installerThe installer was told by the customer that they were going to install baseboards in these areas after the vinyl was installedAfter the customer called to complain we realized the customer only put on a new 1/8" skin on the toe kicks which caused the vinyl to be short in a few areasThese items were addressed, corrected and the customer signed off as completed Metal banding problemThe installer did not have enough metal to put all metal in full pieces so one area was put in two piecesThis was addressed and corrected and the customer signed off as completedWater damageThis is an unfortunate situation for all parties involved and really is no fault of anyoneIt is clear the water damage was caused from the valve failingWith the water leaking in and under the walls floor damage is going to occurThe installers insurance company concluded this is not the fault of the installerThis is simply an unfortunate fail of a valveAfter the fridge was reconnected the valve was turned back on 03/24/No leaks were apparent at that timeAn inspection was done at the jobsite on 04/11/to determine the repairs needed and no leaks or water were present at that timeThe installer went back on 04/20/to do the repairs the customer requested and no leaks or water were apparent at that timeThe carpet was originally wet 06/01/and just days later the floor was completely soakedThe valve probably started leaking close to the June 1st dateIf it had been leaking since 03/24/when the floor was initially installed the water would have been apparent much soonerThe last inspection was done 09/12/and the vinyl subfloor was swollen under the fridge and will have to be replacedThe carpet looked to be in good conditionWe would like to be as empathetic as possible and are very sorry with the magnitude of the damages and although this is no fault of any party involved RC Willey is willing to work with the customer to replace the damaged kitchen flooring to help with this unfortunate situation
Brent, our general manager from our Syracuse store, reviewed this with Danny, Jason, and John B [redacted] (our VP over Customer Service)The offer of $is more than fair due to the installation issues that have previously been discussedHer statements that Danny told her to glue down the laminate is unfounded and untrueThe offer that we presented to Michelle is our final offerWe are sorry that she is having issues with her laminate flooring, but because of the gluing issue, the warranty on the product has been voided
Mr***s washing machine was purchased and delivered over a year agoAt the time that the claim was reported Mr [redacted] was unsure if he was going to pursue the claim through his home owners insurance or handle the matter directly with RC WilleyMr [redacted] had already had a plumber to his home to inspect the cause of loss and it was determined that a hose was loose and water was leakingWhat cannot be determined at this time is if the hose had been loose since the time that the washer was delivered or if there was some other contributing factor which caused the hose to come looseOur claims examiner has been in contact with and is now in the process of sending out an independent adjuster to evaluate the loss and attempt to determine how long the water had been leakingWe apologize for any delay in communications with Mr***It had been less than a week since our claims examiners last contact with him as she was trying to determine the most appropriate next step given the circumstances of this lossWe feel that sending an independent adjuster to evaluate the situation and try to help determine the cause of the loss is the most appropriate action at this timeOnce we receive the independent adjusters report and have a chance to review it we will follow up again with Mr [redacted] on how we will proceed with his claim at that timeOnce we are able to determine our responsibility in resolving this matter we will address Mr***'s other demands for settlement of this claim.Sincerely,Taylor P [redacted] RC Willey Claims Supervisor
The reporting of the customer's account by RC Willey is not in violation with the FCRA as our customer allege for two reasons1) The year reporting time frame (a bureau guideline) does not commence from the date of opening an account with a creditor, but instead begins as of the date of the "last activity" on the account The date of last activity may be when last payment was made to pay off a balance, when the account was last used, or, as in the case of our customer, the date the account was charged off as a loss due to non-payment by our customerRC Willey reported our customer's account as "charge-off" in December 2012, which initiated the original "date of last activity" on the account Subsequent to the charge-off, our customer filed Chapter bankruptcy in November 2014, and converted to Chapter December The bankruptcy was discharged April 22, Because of the bankruptcy filing, the new "date of last activity" became the date of lbankruptcy, or December This date was not over years ago as our customer alleges, but is slightly more than years ago2) FCRA requirement from a creditor is to report the account status as of the date of any bankruptcy filingAs previously mentioned, the account status at the time of filing was "charge-off." RC Willey's report indicates the status of charge-off, along with the designation "included in a bankruptcy filing", as required by FCRA regulation Based on the reporting requirements as indicated above, the reporting is accurate as indicated, and will not be changed or deleted by RC Willey
Revdex.com: I AM SO HAPPY!!! RCWILLEY Quickly repaired my warranted item and returned it to my home! I am a fan for life Nice when a company stands by their word! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]