Schewel Furniture Company, Inc.

Review: Having problems from this company receiving my refund for a item I was not satisfied with.Desired Settlement: I would like my fefund

Business

Response:

Consumer's money has been refunded.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: February 2013 my husband and I purchased a living room set from Schewels of Galax Va that consisted of a loveseat that reclined on both ends, a couch that reclined on both ends and a recliner chair. It took well over a month to get the recliner chair in after we made the purchase which was overlooked as we understand that it did have to be ordered. About 4 months into our purchase our troubles began. The loveseat recliner quit working and would not recline at all. We contacted Schewels to let them know and several weeks later someone finally got back to us to schedule a day to come and repair it. They did come out and fix it as they stated they would and then it wasn't even a month later and it tore up again and now the other side of the recliner is messed up as well. So now we have a loveseat that neither side is functioning. So we then proceeded to call Schewels back yet again to let them know that the loveseat has torn up again. Spoke with the manager and she said she would have someone call us to schedule to come and fix it again. This happened in November 2013. Weeks went by and we still had no call. In the meantime the couch recliner started messing up as well. It would recline but sometimes when putting it back down it would not lock, or when we thought it was locked then out of nowhere would pop open. Still waiting for a call from Schewels to come out and fix the loveseat and still no call. My mother in law then saw an advertisement from Schewels on a chest she wanted us to pick up for her. We then went into the Schewels of Galax which was sometime in the beginning of January and filed a complaint in person that 3 out of the 5 recliners were not properly functioning and to find out when they were going to send someone to fix them as they had promised they would. Once again the manager said that she would have someone call and set up a time when they could come out and fix it. Still heard nothing. Monday February 3, 2014 the recliner on the other side of the couch is now failing to open. So we now have 4 out of 5 recliners that will not work. We proceeded to call the manager of Schewels once AGAIN and now she tells us that they have had many complaints with this particular living room set and now have been discontinued and they can no longer gets parts for them to fix them. She did however tell us that we could come back in the store and they would exchange it for us. We were okay with that at first so we went into the Galax store and found another set that was around $500 cheaper than what we had originally paid for. The manager made a snide remark that "thats why they like you to exchange for something of equal value" in which we responded that there was no other piece we were interested in. She then agreed to let us use the remaining credit towards other furniture. We picked out a table that had been clearanced. She let us know that she would call us on Thursday to let us know about delivery and if they had gotten the furniture in. The call never came so we called her at closing Thursday evening. She let us know that they still haven't unloaded trucks and that she would get back with us on Friday which is today. This morning she called and said that the recliner had came in but we would have to wait until next month for the rest of the furniture so I asked what about the table? She said she hadn't made note of any table and then a few moments later said she remembered. She told me that they didn't have anymore of the tables that we would have to take the display( which had scratches on it). Very frustrated with being strung along, I contacted Schewels corporate office and made them aware of what was happening and told them I would like a refund. The lady on the phone said she would have her manager contact me. A little bit later the manager from Galax Schewels called me and said she had gotten an email from corporate and wanted to know what we wanted to do. I told her we would like to have a refund. She says she is not authorized to do so and that corporate would have to authorize it. She also told me that she would have to speak to my husband since his name was the one on the account. We took my husbands lunch hour to go back to Schewels to see about the refund and then the manager said that corporate would not authorize a refund. We are very frustrated at this point because we spent over $2000.00 on furniture and it didn't even last 6 months. We were highly disappointed that a well known company such as Schewels would not stand by their customer and their product no more than they did. I understand that you can find a dud in no matter what you buy but I do NOT appreciate being jerked around the way they did and not give us the refund that we deserve. We are now going to be stuck with display furniture that we did not want after giving them our money. They sure didn't mind taking our money but now refuse to give us a refund for the horrible made furniture they sold us.Desired Settlement: We would like a cash refund so that we can take our business elsewhere

Business

Response:

Schewel Furniture Co., Inc.'s Galax, VA location exchanged Ms. [redacted]'s merchandise on February 8, 2014. Ms. [redacted] appeared to be satisfied with the resolution.

Consumer

Response:

"Mrs. [redacted]" not Ms. [redacted] was not at home when the delivery of the new furniture was made so how can the Schewels staff tell if I was "satisfied" or not? After further discussing the issue, my husband and I have decided to not further this anymore. We will say that we are very disappointed in how Schewels treats their paying customers and will not be returning our business.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchase a bedroom set from Schewel's furniture July 2010. At that time I also purchased a 5 yr warranty and an extra piece for under the bed that cost an extra $129 to prevent any breakage issues as my husband is a larger guy at 280 and it was suggested to us, although we were told the bed would be fine w/o it but it would last longer with it. In Dec 2010 the bed frame broke the first time. Since it was with the first year Schewel's did replace the piece about a week later satisfactory. In the mean time my husband and I slept on a couch. On May 25th 2014 it broke again. I went to Schewel's with pictures. They weren't eager to help initially but did look up my contract. Initially the lady said I didn't have a warranty. I knew that was inaccurate ad I have made 3 large purchases there and always bought the warranty. Another lady came to help the first lady ready the contract and she quickly saw the warranty. They said since it was after the 1st year I needed to contact a 3rd party vendor who apparently my warranty is through. In the future I will certainly investigate 3rd party vendors, as we are nearing month 3 and nothing has been done.

That same day I called the 3rd party vendor [redacted]. They requested picture that I sent to them that same day. The lady said I would hear from them the next day. The next day instead I got an email that said to wait another 7-10 days for a response. On June 5 I gave up on waiting. I called them again. I waited on hold over an hour. At the end of the conversation it ended with the part having been ordered at/by the store I bought the bed. It would take 4 weeks for a part to come in. I was beyond agitated. My husband has severe sleep apnea and is on a bipap machine. Our bed being broken means he can't use the bipap machine in our room due to the huge downward slope where the bed is broken. Per his doctors orders when diagnosed (the reason we bought the bed in the first place) he needs to be level at night. Previous we just used a mattress and boxsprings on the floor but apparently the bipap is less successful this way. So for over two months he has slept on a couch. He is now experiencing back pain which would be understandable after using a couch like a mattress so he can continue to use his breathing machine. I sleep on the broken bed as best I can which even with me being 120lbs it is less than comfortable.

I contacted [redacted] again. They are basically apologizing but throwing all the blame on Schewel's because Schewel's hasn't be corresponding with them. Part of the recent email I got from [redacted] includes this:

"I just tried to contact the store to get an explanation for the delay, as we’ve done everything we needed to on our end. I was told by one of the employees that [redacted], the service manager, wouldn’t be in until Thursday and that nobody else there had any idea of how to help me or get me the information I needed. I’ve gone ahead and sent an email to the store manager to attempt to get some kind of information or response, but I sincerely cannot move forward beyond that until we hear back from them. I’m very sorry for the amount of time you’ve had to wait and I wish I could give you the reason for the delay, at the very least, but unfortunately, we are at the mercy of the store. This also isn’t in any way typical of them, as they do care a lot about their customers and try to ensure the best service possible, so I’m seriously at a loss as to what happened here. "

This whole process is rediculus. Obviously the bed had quality issues to break w/i the first year. Especially after we paid the additional $129 for the extra footed support. The warranty seems almost a scam with Schewel's throwing all the blame on [redacted] blaming Schewel's and a customer stuck with no resolution, health issues and more health issues arising due to this. I am highly disappointed. I thought we bought from a reputable company. We paid extra for extra warranty both in the footed support and the actual 5 yr deal. We have paid off all 3 of our purchases before our contracted term. I have learned a lesson for sure.Desired Settlement: It is obvious I want the bed repaired. Repaired Immediately. However for an ordeal that has spanned over months of yo-yoing back and forth between these two companies and the physical issues it has caused specifically my husband due to sleeping on a couch, I would also like additional compensation. We haven't slept in the same bed for 10 weeks now-- 10 weeks of him sleeping on a couch and me sleeping at a huge incline.

Business

Response:

We received the authorization on the 1st of August to replace the rails on the customers bed. We ordered the rails and called the customer on the 5th of August to see if we could deliver the rails to her on the 9th. The customer advised us that she would be out of town and we could bring to her on the 12th.

Consumer

Response:

I won't accept the offer until it actually happens, as this is not the first estimated date I have been given. Originally on June 5th I was told 4 weeks and obviously that is long past. I will wait and see if they ever actually come in, show up, fix bed.

Regards,

Business

Response:

The bedrail has been delivered. At this point we consider this issue resolved.

Consumer

Response:

The bed rails were delivered and the repair men very friendly. I'm still disappointed that it would take the Revdex.com Getting involved to come to a resolution. This is one week shy of 3 momths to correct a warranty I paid for 4 years ago. It isn't what I would expect from a reputable company. However the bed is now fixed and we can both finally have a bed to sleep on again.

Review: I brought some furniture for the Schewels in Roanoke,VA on Frencliff Ave. I called for the first time 8 months ago with a problem with my chair and my couch cushions. Someone came out fixed the chair and said we have to wait for a response about the cushions. So here it is furniture paid off and still my cushions have not been fixed. Went into the store with the complaint of my cushions and this time my loveseat where the frame is protruding out. Someone came out to take pictures of all the furniture and said we have to wait three weeks to hear what they are going to do. The 3 weeks were up in November so I called and my boyfriend caller and all we got was the run around and I'll call you back and still nothing. This is really a problem for me because I didn't pay for a warranty for something and can't use it. So I really need some answersDesired Settlement: Explanation & repair.

Business

Response:

This is written in response to Incident number [redacted]. We appreciate Ms. [redacted] patience in waiting on the parts. The new covers for her cushions came in and her cushion covers have been replaced. The arm of her loveseat was also repaired. The customer was satisfied with our response and we now considered the incident closed. Sincerely [redacted], Store Manager Schewels Roanoke

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The cushions have been replaced and the loveseat fixed but they did not use the spray guard that we paid for thats a life time.I will consider this complaint resolved.Regards,[redacted]

Review: We have been a customer with schewels for years in [redacted] and [redacted]. We were always current our bill until the last six months we did get behind but also tried to pay what could when we could. The person over billing in the store is very nasty to speak with and threatens to press charges on us because we are behind. Every time I pay the next month the bill is $200.00 more, today they called my wife and she offered to pay $500.00 on the $1,000.00 owed and the person on the phone refused the payment. I myself work for [redacted] insurance and travel the United States working claims so it is hard for me to get intouch with schewels. The person that is collecting for the company is refusing my payment how do I pay them off if they refuse my payment? They try to strong arm people and put them in a corner, me and my wife do not live together and the rep from schewels wanted to know why, to me that is not her business. People due have hard times in life and to treat us the way they do is not professional.Desired Settlement: I just want to pay what I owe an stop being charged more money every time I get a call, also what business rejects someone's payment? also being threatening is not the way to run you business.

Business

Response:

While we are sympathetic to financial hardships experienced

by our customers, the customer has failed to honor the terms of their agreement

on multiple occasions as outlined below. Our Credit Supervisor is currently in

the process of attempting to contact the customer, having left a message on

their voicemail, in order to help resolve this situation.

Payment History:

From

purchase date 6/9/14 thru 4/22/15 customer was delinquent on every

payment.

Customer failed

to pay 5/5/15, 6/5/15, and 7/5/15 payments.

Customer

was sued on 7/14/15 and since that time no further late fees

have been added.

At

some point customer moved to **, taking the

merchandise without SFC's consent.

7/15/15

customer paid May, June, and part of July's payments with a

promise to pay the remaining due for July on 7/22/15.

Customer

did not pay again until 10/7/15, which was the remaining amount due for

July and part of the 8/10/15 payment. At that time customer promised

to pay again 10/31/15.

No payments

have been received since that time, leaving a past due balance of

$992.05, due date 8/5/15.

Delinquent

accounts are called weekly until payment or an arrangement is made by the

customer.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We offered last week to pay $500.00 before I filed this complaint, they refused our payment and said they want 981.00 nothing else. They lie last time the bill was paid and the total was below $800.00 now its above $900.00. My next stop is the newspaper, I have all the v/m that they left on the telephone and they are always a different story and different amount. They left a message today that they filed suit against me, in their comment they to the Revdex.com they said they would contact me and setup a payment arrangement that never happen. I want to pay but also at the same time not get ripped off. Regards,[redacted]

Business

Response:

We have a contract for specific terms and may refuse less than the amount needed to bring the account up-to-date. However, with regard to Mr. [redacted]'s account, we have accepted all money offered and agreed to each payment arrangement request, which were not honored. The balance increases are due to legal fees, which will continue to accrue until full payment or payment arrangements are made and honored. We have not had contact with the customers since 11/23/15 other than leaving messages multiple times a week, and we do not have record of a call made for partial payment of $500. Our Credit Supervisor has left another voicemail for the customer and has arranged for the store to send a printout of the account history for the customer's records. We are asking that Mr. [redacted] return her call so that we can work together to get this resolved as soon as possible.

Review: Bought a zero turn mower on 4/19/13 and was picked up on 4/23/13 .Bought a 4 yera ext warranty for $499.00... Belt broke on it the first week of Sept of 2014 and went [redacted] co. to be worked on. They keep it almost 3 weeks and called me on 9/ 25/14 to come pick it up - (I HAD TO PUSH MY YARD WITH A PUSH MOWER WHILE MINE WAS IN SHOP) bought mower home on 9 /25 put it in shed and on 10/17/14, I went to mow my yard and the belt broke that they just put on.. [redacted] co. said they could not replace belt till schewel's send paper work that authorize warranty work. ------I CALL SCHEWEL'S THREE TIMES ON FRIDAY THE 17TH OF OCTOBER. NO one would return my call. I called schewel’s on [redacted] Monday morning twice and as of 1 pm no one has returned my call about warranty work ... I called shewel's corp. office on [redacted] and asked to talk to the manager over the [redacted] stores. I was told I need to deal with the store I bought the mower from I told them I have but cannot get them to call me back and they said that because I bought the mower at the wrong store.. My mower is still broke and I had to push my whole yard off with a push mower again... The last time I took mower to be worked on [redacted] told me I had to take it out to them but I found my paper work and it says pickup and delivery for riding mowers only are covered now they say it is not...I CALLED SCHEWEL BACK AT 120 PM TODAY AND NOW THEY WILL SEND PAPPER WORK TO HAVE MOWER FIXED BUT I GOT TO TAKE IT BACK OUT TO THEM- But I have to take it to them AGAIN myself

PLEASE READ ...

IT IS A SHAME YOU WALK INTO A SCHEWEL'S STORE AND YOU HAVE 2 OR 3 SALES PEOPLE COME UP TO YOU AND TRY TO HELP YOU BUY SOMETHING. YOU GO IN TO MAKE A PAYMENT AND YOU HAVE 3 PEOPLE COME AND TAKE YOU MONEY. BUT WHEN IT COME TO A WARRANTY REPAIR YOU CANNOT GET ONE PERSON TO CALL YOU BACK..Desired Settlement: I want my mower fixed and also I want then to pay me for my time and gas FOR TRIPS I HAD TO MAKE TO AND FROM my home in [redacted] to the shop on [redacted] rd to have my mower fixed what was suppose to been coverd under warraanty ( PICK UP AND DELIVERY ) I have cancer so I dont have time for this kind of stress

Business

Response:

In response to Mr. [redacted] complaint, I am really upset that we have disappointed him. Mr. [redacted] is a really good customer of ours and I will do what I can to make sure he is taken care of. I have talked to him and picked his mower up and took it to a different repair shop in [redacted]. I will also credit his account for the inconvience and gas he has spent to come to [redacted] and bring the mower to the shop. I am hoping we can resolve this complaint and keep a very good customer. [redacted] Store Manager

Review: I purchased a recliner in Jan. of 2014. In Nov. of 2014 the padding was showing weakness where the springs are coming through. I called the store and they came out and took bottom of the chair to store and added more padding. Approx. 1 week later the same problem continued. Called the company back and same thing. Picked up chair and added more padding. Had to go out of town for a family funeral and was out of town the whole month of December when I came back in Jan still having the same issue. I called and was told that they would have to order another bottom. approx. 2 weeks went by and had not heard anything. I called and spoke with [redacted] and was told that the chair pattern had been discontinued and they were ordering new padding again. I received a call this week and was asked if I had a way to bring the chair out to them so it could be fixed. I stated no and then was told that it was goanna cost me 80.00 to have them come get the chair. I asked why and was told that the other times were customer courtesy. I do not think that it is fair due to the fact that the chair was never corrected from the original fixingDesired Settlement: I want the chair fixed to where the springs are not poking through

Consumer

Response:

the padding on the bottom of the chair needs to be replaced. When they originally tried to fix the problem it was not fixed correctly. They have done the same thing twice and it still is not right. Now they want to charge me to fix it without having informed me when I called the third time. They supposedly ordered the materials needed the third time then when called to set up a time to fix it they mentioned that now they want to charge me. They also have called but will not leave me a message since I have turned this over to you. When I call back I get told by the switch board operator she has no way of transferring me cause she does not know who called.

Business

Response:

the purchase date was 11/22/13 customer first called about chair on 11/28/14 after warranty has expired we scheduled a pick up on 12/2/14 to pick up for repair at no cost to the customer as a courtesy due it was only a week after the warranty has expired we also waived the trip charge ( warranty does not cover cost of transportation ) customer called to reschedule pick up till after the new year we picked up the chair on 1/8/14 and returned the chair on 1/10/15 customer called back on 1/22/15 with the same issue again at no cost we picked up the chair for repair at no cost to the customer on 2-3 and returned on 2/5 on 2/14/15 customer wanted the chair repaired again this time we ordered all new seat cushion again at no cost to customer we informed customer of all we have done and asked if she could bring the chair in we would repair once again at no cost but if we needed to pick up chair again there would be a pickup/del fee of 79.95 we have the part need and are still willing to repair chair for customer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Ad says no down payment, but was told I had to do a down paymentDesired Settlement: Need to stop misleading the hard working people

Business

Response:

Ref.#[redacted] Ms. [redacted] Our advertisement also states "All sales subject to credit approval" The customer did not meet the requirements for No Money Down. [redacted] Manager Schewel Furniture Co.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I was approved for 1,200. I was going to buy box springs and mattress cost about $750. I was told after I was aproved that I would need a down payment of about 300. The ad states that there was no down pament!!! Regards,[redacted]

Business

Response:

Further investigation in this case resulted in Schewel Furniture Company not being able to make the requested credit sale as the customer had wished. All Credit finance sales of this nature are subject to credit approval, which is clearly stated in all Schewel Furniture Company Advertising. This includes any down payment conditions.Regards,[redacted]Regional Credit Supervisor

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This company is nothing but lies. All advertizements are misleading. Buyers beware. Regards,[redacted]

Review: Purchased a washer and dryer last September and also purchased the extended warranty. They at first refused to honor the warranty because they claimed it had expired until we proved it had not. Now they refuse to schedule another repair technician because the one scheduled has cancelled for the last three days.Desired Settlement: Would like the dryer repaired or replaced without any further cancellations.

Business

Response:

There has apparently been some miscommunication between the customer and APR, our third-party appliance repair service. APR had contacted the customer by telephone only to be cut-off before a service arrangement could be made. We were able to get the customer and APR together and a service appointment has been set for Friday, October 18.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My wife said the repair man came by acted like he didn't want to be there looked at the dryer and said if there where any more problems to call. He said it could be a timer switch going bad but did nothing to repair it. Also it was the repair company that called to cancel scheduled appointments because they said they could not break away from other work. If they know a part may be going out then they need to fix it while they are on site and not at a later date when it is convenient for them. Regards,[redacted]

Business

Response:

I spoke to Mr. [redacted] yesterday concerning complaint #[redacted]. As I discussed with him, the technician evaluated the heating element and found it to be working properly. He found no other problems and when he left the dryer was in good working order. Mr. [redacted] said the dryer is working. If there are further issues with the dryer, I will send a different repair service to evaluate the dryer and to make any necessary repairs. I apologize for any problems the [redacted] have had with the service. Sincerely [redacted], Store Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I purchased a living room suit an fridge from this business. Upon getting my couch home we found it was a used couch and sold as new, I contacted the company and they delivered a new couch. I had just moved into a home that had been remolded and sat empty for a year due to fire. I now am infested with bed bugs. Started seeing bits when my children sat on the couch then later from sleeping area. I have called the local store and all I got was oh no we don't have bed bugs. I have called the home office twice with no return phone call and sent a email. I have spent 700.00 to a exterminator and fighting this problem. I have thrown away my children beds an now am struggling to pay bills and maintain this issue. I had NO PROBLEMS till I purchased this furniture. I work in retail and since have came in contact with two people that have bought a mattress from this store and now has bed bugs?? I'm to the point of sending back my purchase but then my credit is ruined? My little girl and grandson are waking up to bites every morning while this company will not even return my calls!!!!Desired Settlement: I feel this company should be held responsible for my expense and replace my bed bug ridden furniture with bug free and replace the beds I've only had for a year that were thrown out!

Business

Response:

There are discrepancies regarding this complaint from the beginning. We have documentation to prove why we did an exchange and where all the merchandise came from. It was all new furniture. The problem is she's alleging bedbugs occurred in July of 2014 but did not report it to us for the first time until October 2014. Due to this lapse in time frame it is impossible to prove or disprove she got them from us. Therefore her claim was denied based on three reasons...1. we meet and exceed all state guidelines2. her furniture was not used it was new and we have documentation to prove this3. It is impossible to run an operation the size of ours and have one isolated case. Bed bugs travel in packs it would be more like an epidemic. We have no other issues or concerns.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted]Your company sold me a USED sofa that was suppose to be brand NEW. I'm sure your records show this? My children stated getting bites in late August/early September an because I'd never in my life seen a bed bug much less a bite I was clue less. I have Dr records where they were seen for the rash it caused. The exterminator I've hired also said it can take a couple months for them to infest an be seen. I also have came in contact with two other people that have bought from you an ended up with this same problem. I expected this response from you but as a company should you have not contacted me personally?? I've made several attempts. At least now maybe others will see this and be mindful of purchasing from you. Its sad that the only response I get is through Revdex.com. I have contacted legal advise...

Business

Response:

Our initial response stands. Her claim was denied based on three reasons...1. we meet and exceed all state guidelines2. her furniture was not used it was new and we have documentation to prove this3. It is impossible to run an operation the size of ours and have one isolated case. Bed bugs travel in packs it would be more like an epidemic. We have no other issues or concerns.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As stated before I'm not only one that has gotten them from this store and am 100% sure not the first to bring it to your attention. My first couch was indeed used and was replaced. I'm sure your documents state this as well. But as I stated this is very unjustified and a shame a company your size should want to treat your customers in a perfeshional manor. I have made several purchases from your over the years but this will be my last.

Regards,

Review: We purchased a living room suite from Schewels last year. At the beginning of the year one of the recliners on the couch would not go down. We informed the store who stated another company would come out to assess furniture. It took this company a month to come out and all they did was take pictures. They informed us that the couch would be fixed and that the store would take care of it from there. After another month we called and they stated that the supplies were ordered. After waiting several weeks and not be notified we then notified the store that we needed the couch fixed. [redacted], store manager, stated that we needed to make March's payment before anything would be repaired. Schewels broke our contract months ago by not repairing our furniture and we purchased the warranty. Our account was up to date when and after the complaint was made. We informed [redacted] that we would have payment in hand when they came out to repair furniture but she refused. The broke our contract and are and have refused to repair furniture that we purchased from them.Desired Settlement: We just want the furniture repaired. We will continue to make our scheduled payments but the furniture they provided us along with the warranty in our contract should be held

Business

Response:

While we do regret any inconvenience or frustration this experience has caused, our store manager has followed Company guidelines in fulfilling the warranty obligations. The original date of purchase was May 7, 2015 with the first payment due on June 10, 2015 per the attached contract. As evidenced by the attached Legal Collection Report, this account has been behind by at least one month and as many as three months since June 2015. The damage to the merchandise was not reported to the store until February 2016, at which time a service call was requested. A third party repair company Furniture House Calls performed the service call and determined that the damage to the recliner was caused by the customer (per attached report). However, in an effort to provide excellent customer service, store manager [redacted] ordered the necessary part, as evidenced by the attached purchase order, with the intention of scheduling a repair call once the part was received. At that point, the customer was still two payments behind; therefore, the customer was informed that the account would need to be brought current by fulfilling the terms of the contract before the repair was completed.We hope to receive the part by next week and are willing to arrange for repair service provided that the March payment has been received.

Review: Bought furniture from them in June 2014....specificly a camo recliner,within 9months of owning chair springs and boards out of bottom have fallen out and can't recline chair....they keep refusing to fix chair they say until payments are caught up ...the chair is useless in the condition it is in so I ask them to just pick up chair and take off my account. They won't do that either but keep threading to have more court papers drawn up and garnish my pay...Desired Settlement: I am at the point now after months of this for them to just pick up the chair and refund or adjust my bill for the price of chair.

Business

Response:

We would be glad to pick up and repair Mr. [redacted] recliner. Once repaired, the recliner will be available for pick it up once all the terms of his agreement have been met.

Schewels is a great place to go to wether you have to finance your purchase or not . There warranties are great better than most items I have purchased from others places . And if you compare the prices to other stores there no difference if you get the same quality yeah you can find furniture cheaper but do they warranty it? Will they replace it at no cost or fix it it something breaks ? Those are the reason everything I own comes from schewels .

Review: I am reporting this company because they allowed the co-signer on my account to join his account and mine together on a contract because he was making the payments on mine. I was uninformed until I saw my credit report that I owed 3,000$ for furniture that I never agreed to. I contacted the local Schewels Manager to have it fixed first he denied any evidence of a contract or that it was put on my credit and second after I saw the contract there was no signature for myself but my name was on a joined contract account. He couldnt give me a reason why it was on there but promised to have it removed and its been two years later and I still have a credit inquiry.Desired Settlement: I do not approve of this person being employed anymore they are doing illegal acts to innocent people and I wish to have my money refunded because It is negatively impacting my credit , I lost a home due to bad credit and cannot purchase a vehicle for my family I think I deserve my money back

Business

Response:

Thank you for the opportunity to respond to the complaint filed by [redacted] about her interaction with the Danville, VA location of Schewel Furniture Co., Inc. (“Schewel”). Schewel’s records indicate the following in connection with this complainant:

On February 4, 2012 Ms. [redacted] entered into an installment sale contract with Schewel. Based on Ms. [redacted]’ credit report, Schewel required a co-signer on the contract, and Ms. [redacted]’ father-in-law [redacted] agreed to do so. The contract signed by Ms. [redacted] and Mr. [redacted] called for 17 monthly payments, each in the amount of $86.37, beginning March 5, 2012. Ms. [redacted] made the initial payments, but apparently was not able to continue. Mr. [redacted] took over making the payments in addition to payments he was making on his own account.

On February 9, 2013, Mr. [redacted] informed Danville credit manager [redacted] that he could no longer make payments on two separate accounts and asked Mr. [redacted] to combine the two accounts for one monthly payment. Mr. [redacted] and Mr. [redacted] called Ms. [redacted] about Mr. [redacted]’s request, and she stated she did not mind because Mr. [redacted] was making the payments. With this telephone approval, Mr. [redacted] combined Ms. [redacted]’ joint account with Mr. [redacted]’s individual account. Because the merchandise purchased on Ms. [redacted]’ initial account was still collateral for the loan, she was advised that her name would be listed on the new contract.

On March 14, 2013, Ms. [redacted] spoke with credit supervisor [redacted], stating that she did not want her name on the contract as previously agreed. As a courtesy, Mr. [redacted] instructed Mr. [redacted] to refinance the account and remove her name. However, Mr. [redacted] advised Ms. [redacted] that the merchandise would still remain collateral for the loan.

Although the original account with Ms. [redacted] and Mr. [redacted] was reported to Trans Union as a positive rating, because Ms. [redacted] was unhappy about there being any reporting, it was deleted entirely. In addition, the subsequent contract was later deleted. It is Schewel’s understanding that the collateral is still in Ms. [redacted]’ possession.

Schewel employees acted in good faith, legally and ethically in all respects in the handling of Ms. [redacted]’ account.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I just logged into my credit report account and the issue was resolved with the company as of July 21,2014 and it shows the original status that I owed for in the beginning. I am pleased to see that it was removed. Mr [redacted] was not my father inlaw , He was my husband [redacted] grandmothers x husband . I DID not agree to joining his account and mine to be refinanced so that he could afford the payments. I am VERY unhappy because I was told back in 2013 that this issue which was not of my consent would be resolved and it wasn't so it has kept me from getting additional furniture and car loans that I really needed over the past year. I feel like I was violated because it WAS NOT legal for them to join those accounts on a contract with NO SIGNATURE . Thats the point im trying to make aside from the whole story that they have is incorrect also. I have Documentation showing I paid the furniture off [redacted] The manager in the Danville store gave it to me back in 2013. It does not matter if the report to the trans union was good it was incorrect. I am VERY unpleased and would like to say that if I was informed about this contract I would not have made such a big deal. When I discovered the problem in 2013 I was logged onto my credit report as usual and the month before my balance was like 566 or something and that day it was over $3,000. Thats a problem to me considering that I never owed that much in the first place.If [redacted] would have contacted me and said Mr.[redacted] is having trouble making payments I would have went down there and paid off the account the next month. I would have never agreed to a joined account in the first place because I do not want it on my credit report. I feel like it is unfair for them to even say that what they have done was legal or that I consented to it. If what they had done was legal and im the one thats wrong why would they fix my account after my report to the Revdex.com? I know im not the one in the wrong. It is my fault that I trusted Mr.[redacted] when he gave me his word on being able to make those payments as a gift. I would like to say that making the payments were not the issue for me I was concerned for future customers and that my credit has been ruined. I asked for a copy of the contract and they would not give it to me .

Regards,

Review: I purchased a recliner and discovered it was damaged so I had Schewels to come and pick it up. I only had it about a week. It was a return; not a repossession. I asked them to take it. Also a TV I bought was defective and I returned it. NOTHING was repossessed. I wasn't late for any payments-- I didn't have it long enough to make a payment-- just the down payment which they refused to refund.Desired Settlement: I called Schewels and they said they could not remove it from my credit report because they didn't know how to. I desire for this transaction to be removed from my credit report.

Business

Response:

[redacted]On 12/2/13, customer purchased her 55” television “as is” and also purchased a recliner. The recliner was returned on 12/22/13, and the customer received a full refund of $423.79. The television was returned on 2/8/14 as a voluntary repossession, of which the customer was made aware by both the manager and credit manager. The customer acknowledged this and chose to proceed. This left a deficiency balance of $130.66 on her account of which the customer has been made aware and acknowledged several times.The customer’s claims that the television was defective were not substantiated. The television was determined not to be defective and was sold to another customer. We have not had any complaints on this television from the new owner. Thank you,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I paid $130.00 with my credit card on the TV which I returned and Schewels would not refund it, so I feel they owe me money. I don't owe them anything. The TV picture was too dark and had lines in it is the reason I returned it. I don't feel I should have to keep something and pay for it if it is not working properly. This should not reflect bad on my credit when I don't owe the company any money.

Business

Response:

On 12/2/13, Ms. [redacted] financed a recliner and TV with Schewel Furniture Company. There was a contract written for $1313.50 plus 24.9% interest, with payments of $88.12 for 16 months. Ms. [redacted] signed this contract. Ms. [redacted] returned the recliner on 12/22/13 and was given a full refund of $423.79. On 1/3/14, Ms. [redacted] made a regular monthly payment on this account. On 2/8/14, Ms. [redacted] decided to return the TV. She was told by the Credit Manager and Manager that this would be treated as a voluntary repossession. She still wanted to return it. On 2/25/14 this TV was sold to another customer. There is still a deficiency balance due on this account. Ms. [redacted] kept this TV for 2 months before deciding to return it. When an account is repossessed, (whether voluntary or not) the customer does not receive any money back unless the merchandise is sold for more than the balance due. In this case, the TV was not sold for more than the balance. There is still a deficiency balance of $130.66.

Review: The account number is; [redacted], the Primary Nature of my compliant are various, 1) Schewel has failed to correct billing errors. 2) Schewel has failed to provide itemized billing. 3) Schewel has failed to provide an explanation of charges. 4) Schewel has charge more than it was specified in the agreement. Also, Schewels had a Customer Service Issue due the inappropriate behavior by customer service personnel.

I open a contract with Schewel on September 21, 2012, unfortunately, I lost my job and it was for me impossible to do the payments on time, however, I informed Schewel of my situation and even I was paying late I always paid. The majority of the payments I did it by phone, Schewel never sent a receipt and when I did pay in the store they said that they can not print a receipt, that I have to wait until the next day and the same will be mail to me. But I never received a receipt by mail. The issue here is that always that I make a payment, by phone or in the store they never, never gave a receipt. At the end of second last payment they mentioned that I only owed $464.07 but when I called to do the last payment they said that I owed $603.03. That was $200.00 more that when I make the second last payment. I have a document that showed that.

I asked for a statement and my payment record or payment history, but they refused and they said that if I do not make the payment I will be sending to court. Again, I asked for my payment history and they gave me some kind of paper that do not reflect my payments in the way that I made it. It's just showed some late charges but the same dos not make sense. They insisted that if I do not pay the $603.03 I will be sending to court and fell completely obligated to make the payment even I knowing the amount of the same was incorrect.Desired Settlement: I am asking the following

1) Copy of my correct payment record or history

2) A reimburse, I know that they charged more that they was supposed to charge.

3) an apology from the store manager.

Business

Response:

I am writing in response to a complaint lodged by [redacted] related to an installment sale

purchase he made at the Harrisonburg, VA location of Schewel Furniture Co., lnc. ("Schewel") on or

about September 21, 2012.

Mr. [redacted] made his purchase during a "no finance charge" sale being offered by Schewel. The sale

allowed him to finance his purchase in the amount of $2,634.23 for 18 months with no finance charge

(except a processing fee of $7.50 which is considered by federal truth in lending laws to be a prepaid

finance charge). Under the terms of the installment sale agreement and security agreement Mr. [redacted]

signed on September 21, 2012, his 18 monthly payments would be $146.77.

Pursuant to the contract, Mr. [redacted] agreed that if he defaulted, a finance charge of 2 percent per

month of the unpaid balance would be added to the amount due. The exact language on the contract,

which was initialed by Mr. [redacted] states: "lf any payment is not made within 10 days after it is due, the

entire unpaid balance will become due and payable and a finance charge of 24 percent APR (2 percent

per month) will accrue on the unpaid balance." A copy of the contract is enclosed.

I also am enclosing Mr. [redacted]' payment history. ln addition to his regular payments, this report shows

that he was over 10 days late on his second payment, the subsequent late charges, a fee for a warrant in

detinue charged on November 4, 2013, and an extension charge on November 25, 2013. This report has

previously been provided to Mr. [redacted].

Regarding receipts it is Schewel's policy to provide receipts when payments are made in person, and I

know of no reason why Mr. [redacted] would have been denied a receipt. Also, there is a notation in his

records indicating that a receipt was mailed to him on at least one occasion and returned by the post

office undeliverable.

Schewel regrets that there was confusion regarding Mr, [redacted]' payments. Please note that he did pay

his account in full on February 12, 2014.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. As a matter of fact the same documents that Schewel sent with their respond showed the they charge more that they was supposed to do.

This lack of communication of

how they present the payment history and receipts make me have doubt of the

process. For example: On January 25, 2014, I received a past due

notification stating that I had five days to make a payment, or a late charge

will be posted. According to this notice

the amount due was $603.03 (pay off). On

February 10, 2014, I called in order to pay off the $603.03, but the employee,

named Robin, told me that I owed $1,003.04, because of the late and financial

charges. So, the difference was $400.00

more in less than a month. As you will

understand, I was not agreed to pay that amount, so I paid just the $603.03 (as

the receipt showed it). Ms. Robin

pressured and insisted me to pay the remaining balance of $400.00 before

February 15, due other charges will be applied.

Therefore, on February 12, 2014,

I went to the store (Schewel) to request a payment history. I ended paying the $400.00; as a matter of

fact, I did not receive the receipt at the moment; they said I will receive it

by mail, but I’m still waiting. Now, through you I have the payment history and with the same anybody can see the scheme of extra charges and payments partially posted or credited.

There are more issues with Schewel

and the system that they use for client payments and charges. I can prove with

the document that they include with you system that the charge more that they was

supposed to. In my case, I will be continued to seek explanation in another

forums and if I have to go to court so be it.

I left a message to the manager of Schewel and she never call me back.

In my opinion this company is taking

advantage of the consumer.

Regards,

Review: I have been a satisfied customer for Schewel Furniture for many years. I have purchased bedroom, living room and dinning room suits, end tables and mattresses. The last mattress I purchased was August 2014 and am very happy with it. I just purchased two additional Spring Air sets totaling over $2,000 and was told they were the best that Schewel's sales. I was not told that they were only one-sided when I purchased them. They were delivered and the staff that delivered them took the plastic off the mattresses and put them on the beds I purchased from Schewel's. I cannot believe the quality of the mattress and box springs. These cheap made, only one-sided mattresses are horrible. I have never had anything so cheap in my home from Schewel's Furniture that costs so much. I went to the store in [redacted] the very nest day and complained to the sales Lady who sold them to me and she said there wasn't anything she could do. I explained to her that the mattresses are still brand new, just out of the plastic, never slept on and in the same condition as the delivery personnel left them. Schewel Furniture can check with the delivery personnel to determine the cleanliness of my home and they will find an immaculate home. I simply want to exchange the ones that they delivered for the same brand, Spring Air two sided mattresses, that Schewel carries. The price of the mattress are the same. It is as simple as the delivery truck picking these up and delivering the two-sided mattresses.Desired Settlement: I simply want to exchange the ones the delivery personnel put in my home yesterday, July 24 with the Spring Air two sided mattresses.

Business

Response:

There is no return policy for mattresses however the manager did offer for the customer to reselect. But a store credit is the only option.

Review: LAST MONTH(APRIL) [redacted] A STORE REP DISCUSSED MY ACCT WITH MY MOTHER WITHOUT MY PERMISSION. I HAD NOT GIVEN HER ANY WRITTEN OR VERBAL PERMISSION TO DO SO. THIS VIOLATES MY CONFIDENTIALITY THRU THE PRIVACY ACT. THEN ON 5-13 ** CALLEDAND LEFT A MESSAGE THAT I WAS 2 MONTHS BEHIND IN MY PAYMENTS. ALSO ON 5-16 A NOTE OF REPOSSESION WAS TAPED TO MY HOME DOOR. ALL THIS WAS NOT ACCURATE INFO. IF ED WOULD HAVE ACTUALLY REVIEWED MY ACCT HE WOULD HAE SEEN I ONLY OWED 4.96 FROM APRIL PLUS MY MAY PAYMENT. INSTEAD THEY JUMP THE GUN AND SEND A REPOSSESION NOTICE. I SPOKE TO ** ON 5-16 IN RE TO THE PAYMENT ISSUE AND HE VERIFIED AFTER LOOKING AT THE ACCT I WAS NOT 2 MONTHS LATE. HE DID APOLOGIZE FOR THE INCORRECT INFO. UNFORTUNATELY THAT DOES NOT SATISFY ME AT ALL. I DONT FEEL THIS WAS HANDLED APPROPRIATELY AND DONT UNDERSTAND WHY I DIDNT RECEIVE A NOTICE BY MAIL FIRST PRIOR TO ONE BEING POSTED TO MY DOOR LIKE I DONT PAY MY BILLS. THIS IS DEFAMING MY CHARACTER AND I DONT APPRECIATE IT AT ALL. I HAD CALLED THE STORE ON WED THE 14TH BUT THEY WERE CLOSED AND I CALLED ON THE 15TH AT LEAST 15 TIMES TRYING TO SPEAK TO ** BUT NEVER GOT THRU. I FINALLY SPOKE TO HIM ON THE 16TH AFTER 7 TIMES CALLING. I DONT UNDERSTAND WHAT TYPE OF BUSINESS POLICY THIS IS BUT I FIND IT VERY UNPROFESSIONAL AND UNACCEPTABLE. I HAVE ALSO FILED A COMPLIANT WITH THEIR CORPORATE OFFICE. POLICIES ARE PUT IN PLACE FOR A REASON BUT I THINK THESE TWO REPRESENTATIVES HAVE NOT FOLLOWED ANY OR BETTER YET NOT DONE THEIR JOB COMPLETELY. IF ALL PAYMENTS WOULD HAVE BEEN REVIEWED PREVIOUSLY IT WOULD HAVE ALLEVIATED THE CALLS IN RE TO BEING 2MONTHS DELQ AND A REPO NOTICE BEING POSTED ON MY DOOR. THEY NEED TO BE HELD ACCOUNTABLE FOR THEIR ACTIONS AS WELL.Desired Settlement: I WOULD HATE FOR ANYONE TO LOOSE THEIR JOBS AS THE ECONOMY IS TERRIBLE AT THIS TIME BUT SOMEONE NEEDS TO BE ACCOUNTABLE. I WOULD APPRECIATE A CREDIT TO MY ACCT OR SOMETHING SIMILIAR BUT I DONT THINK I WILL BE A CUSTOMER OF THEIRS AGAIN.

Business

Response:

Below is a statement from our credit department.

We can not give Ms. [redacted] a credit of any kind.

I called [redacted] phone number to talk to her about her past due payment. She said that she had already paid this month’s bill. I told her that the last payment that we received was in December for the down payment. She said she would have to talk to her husband and give me a call back. I hadn’t heard anything from her so I called back on 4/21/14 and left a message asking them to give me a call. I called her again today(4/22/14) and she said that her husband was in the store this morning because “a girl named [redacted] called yesterday and left a message on the machine.” She said that someone had told her husband that the account was not due until May. Later on I figured out that the account was actually just in [redacted]’s name, her husband [redacted] has an account that is current and her daughter (who [redacted] thought she was co-debting with), [redacted] has an account that is also current. I called [redacted] and explained about the three accounts. I told her that all three of them had separate accounts. I told her [redacted]’s was up to date and that [redacted]’s was up to date. I didn’t tell her anything else about [redacted]’s account. I told her that the account that was behind was the one in her name ([redacted]). She said she would have to talk to her daughter, because she thought they were on an account together, and give me a call back. I received a voicemail from [redacted] that said she would be in to make a payment on her account later on in the week. I then received a call from [redacted] and she said that I told [redacted], her mother, personal information about her account and that it is against federal law. I told her that I didn’t tell her anything about the account in her name, and she cut me off to say that I did. She said “with you being in credit you should know it’s against the law.” I told her that I will put a note on the account saying not to discuss anything with anyone but [redacted] and I told her again that I did not tell her mother any personal information about her account. She told me again that I broke federal law and she said that she would report me and then hung up on me.

Statement written by [redacted], Credit Assistant at Schewel Furniture in Collinsville on 4/22/14

In response to Ms [redacted]s email; I had phoned her on several occasions ie; 5/8,10&13th, I received no response. We also sent out letters to her address given to us ie; a 1st letter of notice was on 4/10/14, then a prompt attention letter on 4/24/14, then a final notice letter on 5/5/14.

She had promised us a payment of $81.41 to cover her partial payment for 4/05/14 and the full payment for 5/5/14 to be paid on 5/5/14. When this didn’t happen, I sent my outside caller to stop by her home on 5/13/14. He had posted a note on her door to give us a call. She did call me on 5/16/14 and I explained that I had never received a call from her after repeated attempts by us to contact her, and apologized for the outside callers aggressiveness.

She finally told me she would be in on the 23rd of May to take care of this.

Statement written by [redacted]l, Credit Manager at Schewel Furniture in Collinsville on 4/22/14.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

THE STATEMENT THAT IS PROVIDED BY [redacted] IS INCORRECT AND SHEIS TRYING TO COVER HER END. YES SHE CALLED MY MOTHER ON HER HOME # AND SHE ACTUALLY DISCUSSED MY ACCT WITH HER AS SHE ADVISED HER OF PAYMENT INFO MY NEXT DUE DATE AND SO FORTH. MY MOTHER HAD NO PRIOR KNOWLEDGE OF ANY OF THIS INFO. WHEN I CALLED [redacted] ABOUT MY MOTHERS ACCT TO LET HER KNOW WHEN THE PAYMENT WOULD BE MADE AND I ASKED WHY MY ACCT WAS DISCUSSED SHE STATED SHE HAD GOTTEN CONFUSED. I STATED NOT SURE HOW SHE WAS CONFUSED WHEN MY ACCT IS IN MY NAME AND MY CELL# LISTED. SHE CALLED MY MOTHER ON HER HOME#. SHE STATED MY MOTHER THOUGHT SHE AND I WERE ON THE ACCT TOGETHER. STILL IM NOT SURE HOW SHE DISCUSSED MY ACCT BECAUSE ONCE SHE OPENED MY MOTHERS SHE COULD HAVE EXPLAINED THE ACCT WAS SOLELY UNDER HER. YES I DID ADVISED [redacted] I DID NOT APPRECIATE MY PERSONAL ACCT BEING DISCUSSED YES IT WAS WITH MY MOTHER BUT HOW DO I KNOW IT WONT HAPPEN AGAIN WITH ANYONE ELSE. I EXPECT A BUSINESS TO HOLD CONFIDENTIALITY TO ITS HIGHEST AND IF THE POLICY IS VIOLATED THEN THAT NEEDS TO BE DEALT WITH. IF I VIOLATE THE PRIVACY ACT ON MY JOB THEN THAT IS GROUNDS FOR TERMINATION. IF SHE VIOLATED IT WITH ME SHE MAY HAVE DONE THE SAME WITH SOMEONE ELSE. YES [redacted] APOLOGIZED FOR DISCUSSING MY ACCT WITH ANYONE ELSE AND STATED SHE WOULD NOT DO IT AGAIN AND SHE WOULD PLACE A NOTE ON THE ACCT AS WELL. THIS IS NOT SATISFACTORY TO ME AS I DONT FEEL LIKE MY PERSONAL INFO IS PROTECTED THERE.

Regards,

Review: I purchased a mattress from Schewels on 3/22/14 and started having problems with the mattress in January 2015. Called the office twice in January (1/21/15 and 1/29/15) and talked with [redacted],I explained to him the mattress is sinking really bad and someone needs to come out and check it. He said he would send someone within a week. After a week I did not hear from him or did anyone come by to check the problem with the mattress. I called again on 2/13/15 and talked with [redacted] again and he said he did not have anyone in the area at this time. Still no one has called me about the problem nor sent someone out to look at it. Today it is 7/12/15 and I have not heard from [redacted] or has he sent someone out to look at the mattress we purchased from his company. We paid 1,203.03 for the mattress and this is unexceptable. Now my husband and I are having really bad back pains due to the sinking mattress and it is very uncomfortable. This is very upsetting and it has been rough these couple of months, having difficulty sleeping well because of a bad mattress.

Product_Or_Service: Mattress

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: Refund

Because it has been so long and [redacted] has not bother to contact us about this matter, I feel Schewels Furniture Company should refund our money. This has been a inconvenience for my husband and I and Schewels did not give us the time of day and our concern with our mattress.

Business

Response:

Due to a management change this complaint had been over looked. Sine the email we have sent a representative out and discovered the mattress did meet the requirements need for an exchange.We are now in the process if contacting the factory so we can set up an exchange for the customer.I'm truly sorry for the oversight and delay in my response.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Recently I was checking credit and found out that Schewels now report if you are late 30 days,never did any schewels staff told me about this change after being a loyal customer for over 20 yrs. Their policy was always in house credit, we have many loans off with Schewels. So my husband contact the head quarter of Schewels, lady told me that we should have assume about these changes, I explained to her no one loan clerk or store manager let us know about the thirty days late that it effect my credit score. Two or Three ladies would call my husband about three times, then me a couple times and even my Daughter. I would I received calls already, I they would said they no of keeping track who calls. I did look a a current contract on back, I did not see where it clearly stated about the 30 days then report on you credit. My husband explain after 20 yrs of being a good customer paying off thousands of dollars of furniture. My husband explain if we were told even after many calls we received from Schewels, that I would have taken money out of my 401k to catch up to keep our score in good standing, my husband explain to lady a example ,like a bank loan on a car,the bank let's you know if you don't pay after 30 days that the bank will take your car,then the laid said that should have assume that Schewels have to change to be current other loan people. I would bet there are many other schewels customers who don't check their credit report because they thinking like me ,that s

else on my credit report .Bottom line is no one at Schewels told us today or even when signing the loan contract, or even after the 10 calls to remind of being late on payments. If you look at our schewels credit report 2010 you will see where paid off all our loans in good standing.Desired Settlement: My credit report that so 14 ,30 days late and schewels should send a letter out their old customers and make sure that the new customers are aware about reporting 30 DAYS late on their credit report, instead of the customer and schewels management and loan clerk to make it clear when signing the loan contract. I or my husband seen on the contract we should have assume of Schewels policy changes.

THANK YOU

GOD BLESS

Business

Response:

While we regret any inconvenience or frustration that this experience has caused, Mrs. [redacted] was responsible for fulfilling the terms of the signed contract. We have explained to her that as a long term customer, she was with us back in the days when furniture companies did not report to the credit bureau. As time progressed and in response to so many customers requesting that we help their credit rating, we finally started reporting in the early 2000's. Since this was a standard procedure when financing and already addressed on the back of the contract, there was not an expectation of notification.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

DEAR SIR OR MAI HAVE TRY EXPLAIN TO THE LADY SCHEWELS, WE HAVE BEEN A TRUE CUSTOMER OVER 20YRS PLUS,AND PAYING OFF THOUSANDS AND THOUSANDS ,IF YOU LOOK AT 2010 ON MY CREDIT REPORT YOU WILL SEE WE PAY OFF EVERYTHING IN GOOD STANDING. IF A MAJOR POLICY CHANGE OF IN HOUSE CREDIT, SCHEWELS SHOULD HAVE NOTIFY OLD AND NEW CUSTOMERS, THAT THEY NOW REPORT LATE PAYMENTS, OVER THE 20YRS THE RULE WAS NO SCHEWELS WILL PUT ANYTHING ON YOUR CREDIT REPORT BECAUSE OF SCHEWELS IN HOUSE CREDIT. I ALSO ASKED THE LADY FROM SCHEWELS HEAD OFFICE THAT WE SHOULD HAVE ASSUME OF THESES POLICY CHANGES. I EXPLAINED TO HER NOT ONE FROM STORE MANAGER OR LOAN NEVER ONCE TOLD US OF SCHEWELS NEW POLICY, THE LADY FROM HEAD OFFICE TOLD ME THAT THE STORE MANAGER AND LOAN WOULD NOT KNOW OF THE CREDIT REPORT FOR LATE CHARGES OR DEFER PAYMENTS , I DO HAVE A COPY OF A 2006 LOAN CONTRACT THERE NOTHING ON BACK OF THE CONTRACT THAT ANY LATEST PAYMENTS WOULD SHOW ON YOUR CREDIT REPORT, IF Revdex.com LOOK AT SCHEWELS CREDIT REPORT YOU SEE 2010 AND OTHER YEARS ,YOU WILL SEE ON 2014 WHERE SCHEWELS REPORTED THESE UNAWARE CHANGE, PLUS SCHEWELS LOAN CLERKS AND MANAGEMENT WOULD CALL US THREE OR FOUR TIMES A DAYS TO TELL WE LATE,BUT NOT TIME DID ANYONE FROM TOLD US OF THESES NEW POLICY CHANGE. I EXPLAINED TO HEAD OFFICE LADY THAT IF WOULD KNOW I COULD GOT MONEY OUT OF MY 401K TO KEEP MY PAYMENTS CURRENT. THE ONLY THEN I CAN FIGURE OUT IS SCHEWELS DID NOT WANT OLD OR NEW CUSTOMERS KNOW ABOUT THIS MAJOR CHANGE, BECAUSE OF LOSING BUSINESS. I DID EXPLAIN THE LADY FROM HIS IF WOULD BE LIKE A BANK NOT TELLING YOU IF 30 DAYS LATE IT WOULD EFFECT ON YOUR CRED REPORT. IF Revdex.com WOULD SEND A LETTER TO ALL AND OLD CUSTOMERS, I WOULD BET NOT HAVE A CLUE THAT SCHEWELS REPORTING LATE CHARGES ON CREDIT REPORT. AGAIN NOT ONE TIME DID ANYONE FROM SCHEWELS LET ME KNOW OF THESE CHANGES. I DID EXPLAIN TO THE LADY AT SCHEWELS HEAD OFFICE THAT FROM THE HEAD OFFICE THAT TRAINING OF EMPLOYEES START FROM THE HEAD OFFICE DOWN TO ALL SCHEWELS STAFF. IT WAS VERY SAD THAT BEING A LOYAL CUSTOMER OVER TWENTY YEARS AND PAYING OFF THOUSANDS AND THOUSANDS THAT SCHEWELS WOULD DO WITHOUT LETTING CUSTOMERS AND SCHEWELS EMPLOYEE OF THIS MAJOR CHANGE ON NEW CONTRACTS. I DO HAVE EMAILS THAT I SENT TO THE HEAD OFFICE EXPLAINING, MOST WHAT EVERY THING IN THIS LETTER. I DID EXPLAIN ONCE WE PAY OFF OUR $2400,WE WILL NO LONGER DO BUSINESS WITH SCHEWELS. THANK YOU GOD BLESS