Our customer purchased a bed in February 2014 using our 18 month deferred interest financing. The contract the customer refers to in our disclosure indicates that this plan requires a minimum monthly payment of 5% of the new balance. It further states that interest charges accrue during the term but...
are not assessed if the remaining purchase balance is paid in full at the end of the prescribed number of billing cycles. If payment in full is not made by the indicated due date, the balance plus accrued interest charges will be transferred to the Regular Revolving plan. based on the beginning balance of $4,276.71 the minimum payment of $214.00 (5%) per month was set. Although our customer did make their $214.00 payments regularly as indicated, when the remaining principle balance was billed to them on 7/31/15, they did not pay the balance in full as prescribed by the contract and therefore the accrued interest was added to the balance on 8/31/15. Had our customer contacted us earlier (September or October 2015) this issue may have been resolved to the satisfaction of all sooner. However, as a goodwill gesture, RC Willey has waived the remaining portion of the balance on the account per request of our customer. The account remains open unless requested otherwise.
This customer sent me an email and informed me on August 6th that the issue was addressed. It was taken care of by Tammy C[redacted], our store general manager.
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.
I appreciate the response from RcWilley and feel this issue has been resolved.
Sincerely,
[redacted]
Throughout the year our flooring department has sales, these sales do not include all items. Four times a year our flooring department has a sale that is store wide. During the customers initial visit her particular carpet selection was already at sale price, however other...
selections were not marked down. At the time of the customers initial visit our store installation was much higher at .44 cents per sq. foot, and her quote reflected the sale price and the higher installation cost. During the Stainmaster sale she was given the same sale price on the carpet as well as a 39 dollar installation which is hundreds of dollars less. The second visit, the Stainmaster sale, she also qualified for a 200 dollar gift card. Because of the misunderstanding, RCWilley offered a solution that has been accepted by the customer and the installation time has been confirmed and approved. Our guest is more than satisfied. If there is any further clarification needed, please let me know.Respectfully,[redacted]Sales managerRCWilley
We have left two voice mails on the phones number from the account number posted which is ###-###-####. We are willing to look in to the problems that Mrs. [redacted] is referring to and see if there is anything we can do, as we stand by our product. Look forward to hearing from the customer.Kelly...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to get the refund. When will I be available to speak with someone to get this?
Sincerely,
Amanda [redacted]
The position of RC Willey regarding this customer and his claimed issues remains unchanged. There will be no change to the decisions already made regarding this customer.RC Willey Financial Services
Complaint Case#: [redacted] Customer's service is completed. The furniture was repaired on 08/16. Our customer service followed up with the customer on 08/19 and they were satisfied with repairs.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory for me.
Respectfully,
[redacted]
The floor has been inspected and was found to have one plank the has begun to separate under a toe kick, right next to a pantry.The customer has yet to install new baseboards and so the plank can be reinstalled quickly.we have tentatively scheduled the repair for Wednesday morning, 11/02/16 at 9- 10...
Upon notification of the loss, RC Willey scheduled an independent adjuster to go out to Mr. [redacted]'s home to inspect the damage and to assist RC Willey in determining a cause of loss. The independent adjuster arrived at Mr. [redacted]'s home on 8/28/17 and inspected the property. He had Mr. [redacted] turn on the main water, which had been turned off, and was able to verify a small leak coming from the connection of one of the water supply hoses with minimal water leakage. It was the adjusters determination that this small leak could not have caused the major damage that was seen on the lower levels. There was no significant water damage found in the laundry room and the water damage that was found was on an adjacent wall of the water valve. It was the adjuster opinion that either the washer malfunctioned and flooded the home (but there was no indication that this occurred), or that the water that caused the major damage to the lower levels came from another source. He was unable to determine the source of the water that may have caused this damage. He therefore left the cause of loss undetermined, but did rule out that it had anything to do with the minor leak found at the water line connection on the washer. RC Willey then had a manufacturer authorized servicer out to inspect the washer to determine if it had malfunctioned causing this loss. After a thorough inspection of the washer it was determined that there was no issues with the washer itself. The servicer did note the small water leak found coming from the water line, but did not indicate whether or not they felt it was the cause of the major water damage found on the lower levels. Based on the reports from the independent adjuster and the manufacturer's authorized servicer RC Willey determined that they were not liable for the major water damage in the customers home. The washing machine runs fine and the small leak from the water line connections that was noted by both the independent adjuster and the appliance servicer was determined to not have been a contributing factor in this loss. Based on this determination RC Willey recommended that Mr. [redacted] pursue a claim with his homeowners insurance carrier. We apologize about any delays Mr. [redacted] may have experienced. We felt it was important to do our due diligence before making a final determination regarding this loss considering the amount of damage that was found. We feel that we have made a proper determination based on the evidence that has been presented to us. If Mr. [redacted] has additional information he would like to present that he feels shows RC Willey is liable for this loss we are more than happy to take that information in to consideration. As it stands we continue to deny liability and our recommendation is that Mr. [redacted] pursue this loss with his homeowner insurance.
We have reached out to the consumer and have come up with a resolution, we are delivering him a complete new Entertainment Center on 10/10. We will follow-up with the consumer once we have delivered the new merchandise to make sure they are satisfied with their purchase. Thank you, Leslie...
The missing sectional pieces are due in our warehouse the first week of February. When they arrive we will contact the customer and arrange for delivery.
We have been in contact with the customer. Two options were given for resolution. The customer chose to have a new washing machine delivered when in stock.
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 reporting of the customer's account by RC Willey is not in violation with the FCRA as our customer allege for two reasons. 1) The normal 7 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 customer. RC 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 13 bankruptcy in November 2014, and converted to Chapter 7 December 2014. The bankruptcy was discharged April 22, 2015. Because of the bankruptcy filing, the new "date of last activity" became the date of lbankruptcy, or December 2014. This date was not over 7 years ago as our customer alleges, but is slightly more than 3 years ago. 2) FCRA requirement from a creditor is to report the account status as of the date of any bankruptcy filing. As 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.
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 correctly. Samsung will not be replacing the refrigerator at this time. RC...
Willey has delivered a 14 cu ft refrigerator for the customer to use, plus a small 2.6 cu ft refrigerator that she can keep when the service is complete. Quality Appliance has ordered replacement parts and will be scheduling the service as soon as parts arrive. Stephanie H[redacted] who is our office manager has been working with all parties to keep them informed, and will continue to do so.Bren
Our customer purchased a bed in February 2014 using our 18 month deferred interest financing. The contract the customer refers to in our disclosure indicates that this plan requires a minimum monthly payment of 5% of the new balance. It further states that interest charges accrue during the term but...
are not assessed if the remaining purchase balance is paid in full at the end of the prescribed number of billing cycles. If payment in full is not made by the indicated due date, the balance plus accrued interest charges will be transferred to the Regular Revolving plan. based on the beginning balance of $4,276.71 the minimum payment of $214.00 (5%) per month was set. Although our customer did make their $214.00 payments regularly as indicated, when the remaining principle balance was billed to them on 7/31/15, they did not pay the balance in full as prescribed by the contract and therefore the accrued interest was added to the balance on 8/31/15. Had our customer contacted us earlier (September or October 2015) this issue may have been resolved to the satisfaction of all sooner. However, as a goodwill gesture, RC Willey has waived the remaining portion of the balance on the account per request of our customer. The account remains open unless requested otherwise.
This customer sent me an email and informed me on August 6th that the issue was addressed. It was taken care of by Tammy C[redacted], our store general manager.
The box spring has been exchanged and a negotiated refund has been taken care of.
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.
I appreciate the response from RcWilley and feel this issue has been resolved.
Sincerely,
[redacted]
Throughout the year our flooring department has sales, these sales do not include all items. Four times a year our flooring department has a sale that is store wide. During the customers initial visit her particular carpet selection was already at sale price, however other...
selections were not marked down. At the time of the customers initial visit our store installation was much higher at .44 cents per sq. foot, and her quote reflected the sale price and the higher installation cost. During the Stainmaster sale she was given the same sale price on the carpet as well as a 39 dollar installation which is hundreds of dollars less. The second visit, the Stainmaster sale, she also qualified for a 200 dollar gift card. Because of the misunderstanding, RCWilley offered a solution that has been accepted by the customer and the installation time has been confirmed and approved. Our guest is more than satisfied. If there is any further clarification needed, please let me know.Respectfully,[redacted]Sales managerRCWilley
The offer that we provided for a 50 % usage fee to return the furniture is our final offer.
We have left two voice mails on the phones number from the account number posted which is ###-###-####. We are willing to look in to the problems that Mrs. [redacted] is referring to and see if there is anything we can do, as we stand by our product. Look forward to hearing from the customer.Kelly...
G[redacted]###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to get the refund. When will I be available to speak with someone to get this?
Sincerely,
Amanda [redacted]
The position of RC Willey regarding this customer and his claimed issues remains unchanged. There will be no change to the decisions already made regarding this customer.RC Willey Financial Services
Complaint Case#: [redacted] Customer's service is completed. The furniture was repaired on 08/16. Our customer service followed up with the customer on 08/19 and they were satisfied with repairs.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory for me.
Respectfully,
[redacted]
The floor has been inspected and was found to have one plank the has begun to separate under a toe kick, right next to a pantry.The customer has yet to install new baseboards and so the plank can be reinstalled quickly.we have tentatively scheduled the repair for Wednesday morning, 11/02/16 at 9- 10...
am. Thank you
Upon notification of the loss, RC Willey scheduled an independent adjuster to go out to Mr. [redacted]'s home to inspect the damage and to assist RC Willey in determining a cause of loss. The independent adjuster arrived at Mr. [redacted]'s home on 8/28/17 and inspected the property. He had Mr. [redacted] turn on the main water, which had been turned off, and was able to verify a small leak coming from the connection of one of the water supply hoses with minimal water leakage. It was the adjusters determination that this small leak could not have caused the major damage that was seen on the lower levels. There was no significant water damage found in the laundry room and the water damage that was found was on an adjacent wall of the water valve. It was the adjuster opinion that either the washer malfunctioned and flooded the home (but there was no indication that this occurred), or that the water that caused the major damage to the lower levels came from another source. He was unable to determine the source of the water that may have caused this damage. He therefore left the cause of loss undetermined, but did rule out that it had anything to do with the minor leak found at the water line connection on the washer. RC Willey then had a manufacturer authorized servicer out to inspect the washer to determine if it had malfunctioned causing this loss. After a thorough inspection of the washer it was determined that there was no issues with the washer itself. The servicer did note the small water leak found coming from the water line, but did not indicate whether or not they felt it was the cause of the major water damage found on the lower levels. Based on the reports from the independent adjuster and the manufacturer's authorized servicer RC Willey determined that they were not liable for the major water damage in the customers home. The washing machine runs fine and the small leak from the water line connections that was noted by both the independent adjuster and the appliance servicer was determined to not have been a contributing factor in this loss. Based on this determination RC Willey recommended that Mr. [redacted] pursue a claim with his homeowners insurance carrier. We apologize about any delays Mr. [redacted] may have experienced. We felt it was important to do our due diligence before making a final determination regarding this loss considering the amount of damage that was found. We feel that we have made a proper determination based on the evidence that has been presented to us. If Mr. [redacted] has additional information he would like to present that he feels shows RC Willey is liable for this loss we are more than happy to take that information in to consideration. As it stands we continue to deny liability and our recommendation is that Mr. [redacted] pursue this loss with his homeowner insurance.
We have reached out to the consumer and have come up with a resolution, we are delivering him a complete new Entertainment Center on 10/10. We will follow-up with the consumer once we have delivered the new merchandise to make sure they are satisfied with their purchase. Thank you, Leslie...
V[redacted]
We are sending the customer a $100 check in the mail. It will be issued today and will be there in a few days.
The missing sectional pieces are due in our warehouse the first week of February. When they arrive we will contact the customer and arrange for delivery.
We have been in contact with the customer. Two options were given for resolution. The customer chose to have a new washing machine delivered when in stock.
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 reporting of the customer's account by RC Willey is not in violation with the FCRA as our customer allege for two reasons. 1) The normal 7 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 customer. RC 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 13 bankruptcy in November 2014, and converted to Chapter 7 December 2014. The bankruptcy was discharged April 22, 2015. Because of the bankruptcy filing, the new "date of last activity" became the date of lbankruptcy, or December 2014. This date was not over 7 years ago as our customer alleges, but is slightly more than 3 years ago. 2) FCRA requirement from a creditor is to report the account status as of the date of any bankruptcy filing. As 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.
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 correctly. Samsung will not be replacing the refrigerator at this time. RC...
Willey has delivered a 14 cu ft refrigerator for the customer to use, plus a small 2.6 cu ft refrigerator that she can keep when the service is complete. Quality Appliance has ordered replacement parts and will be scheduling the service as soon as parts arrive. Stephanie H[redacted] who is our office manager has been working with all parties to keep them informed, and will continue to do so.Bren