Royal Home Improvement

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , to refund my paymentsHowever I have received several letters in the mail stating that my lease was terminated and I paid my collision fee therefore I should not owe any more on my accountIn the business response it is stated that I did not reach the "age requirement of 18" however I am years old and was when I went to apply and I was told I had to be years oldI also know that my date of birth was not incorrectly put in because when I was approved the second time it was put in correctly and I was still approvedI haven't received any letters about a balance amount only about my lease being terminated Regards,

Contacted Ms [redacted] on 11/9/and listened to her concerns We were able to narrow the issue down to a misunderstanding about what she owes on her account She did not understand why she had a past due balance Customer requested a copy of her account history so she could reconcile with her bank statements Account history was emailed to her per her request on 11/9/ A detailed analysis was conducted by Freedom Rides that identified specifically, which payments she had missed The analysis was emailed to her on 11/10/ Ms [redacted] said she would contact us as soon as she verified the information so that we can work out an arrangement to get her caught up on her payments The customer was satisfied with our response

January 21, Revdex.com of Delaware Reads Way New Castle, DE Dear Revdex.com Representative: I am writing you in response to the Revdex.com Complaint, ID ***, submitted to you by *** *** concerning a contract dispute with Freedom Rides, Inc1. I did make a typing error in my original response in the underlined sentence in the below paragraphThe minimum age requirement to qualify for Prime Insurance is 21, however I inadvertently typed in “If qualified, Ms*** had the option to purchase liability only insurance via her lease agreement with Prime Insurance Company or she could opt to obtain her own liability or full coverage insurance policyMs*** opted to apply for the Prime Insurance Liability policyThe salesperson inadvertently entered an incorrect date of birth for her when qualifying Ms*** for the Prime Insurance liability policyTherefore she was approved for the policy even though she did not meet the minimum age requirement of This error was discovered at the time Ms*** came in to lease a new vehicle after her first vehicle was totaled in an accident.” 2. Ms*** was mailed a termination letter on 11/19/showing a remaining balance due of $(see attached letter) The charges are for the $damage fee and $impound fees relating to her automobile accident she had with the vehicle she was leasing from Freedom RidesMs*** spoke to her account manager on 11/9/and agreed to pay $prior to getting another vehicle with Freedom Rides and we agreed to allow her to make payments on the remaining balance of $Upon termination of her account on 11/19/there was a credit balance of $from a lease payment Ms*** had already made towards her contractTherefore the remaining balance was adjusted to $($minus $= $207.37)In our original response to this complaint we stated we would like to offer to waive the amount of $instead of refunding Ms*** $as this would be to her benefitMs*** called and spoke to me on 12/31/after receiving our responseI told her about the credit and she said she didn’t know that she still owed us moneyAt the end of our conversation I was under the assumption Ms*** was satisfied with our resolution3. We will be more than willing to refund Ms*** the $she paid towards the insurance premiumHowever, we will first expect Ms*** to settle her account with Freedom Rides and pay the balance of $Or we can stay with our original offer of waiving this balance which saves Ms*** $Again we offer our sincere apologies for any inconvenience this may have caused Ms***Sincerely, *** *** *** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Regards,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], to refund my payments. However I have received several letters in the mail stating that my lease was terminated and I paid my collision fee therefore I should not owe any more on my account. In the business response it is stated that I did not reach the "age requirement of 18" however I am 18 years old and was when I went to apply and I was told I had to be 21 years old. I also know that my date of birth was not incorrectly put in because when I was approved the second time it was put in correctly and I was still approved. I haven't received any letters about a balance amount only about my lease being terminated.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, Royal Home Improvement regarding complaint ID 1[redacted] has responded to a text from us and...

has promised to come out to talk about the work on October 20th.  We shall see.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], to refund my payments. However I have received several letters...

in the mail stating that my lease was terminated and I paid my collision fee therefore I should not owe any more on my account. In the business response it is stated that I did not reach the "age requirement of 18" however I am 18 years old and was when I went to apply and I was told I had to be 21 years old. I also know that my date of birth was not incorrectly put in because when I was approved the second time it was put in correctly and I was still approved. I haven't received any letters about a balance amount only about my lease being terminated.
Regards,

Contacted Ms. [redacted] on 11/9/17 and listened to her concerns.  We were able to narrow the issue down to a misunderstanding about what she owes on her account.  She did not understand why she had a past due balance.  Customer requested a copy of her account history so she could...

reconcile with her bank statements.  Account history was emailed to her per her request on 11/9/17.  A detailed analysis was conducted by Freedom Rides that identified specifically, which payments she had missed.  The analysis was emailed to her on 11/10/17.  Ms. [redacted] said she would contact us as soon as she verified the information so that we can work out an arrangement to get her caught up on her payments.  The customer was satisfied with our response.

Please see the attached letter. I also wanted to mention that we did not receive the original letter in the mail. Thank you

I HAVE ATTACHED A RESPONSE LETTER AND COPY OF ACCOUNT CLOSED LETTER THAT WAS PREVIOUSLY SENT TO THE CUSTOMER.