Shenco Carpet & Ceramic Tile

? Complaint ID: [redacted] We have reviewed the complaint as well as our documentation regarding the issueWe received an e-mail from the member describing the problem, and made an attempt to contact him at the number we have on fileOur employee stated, via e-mail to the member, that she had made an attempt to call but was unable to leave a messageShe also explained that we are unable to make changes to a member’s credit report unless we are correcting an error that was made in our reportingAdditionally, the member was informed that we mailed him a late notice on September 9, 2017, to the address we had on fileAs an institution that furnishes information to credit bureaus, we are held to a standard of reporting accurate informationDue to the fact that this member’s payment was late, and we correctly reported it as such, we cannot change the reporting to the credit bureauWe did, however, offer to refund his late fee

Complaint ID: [redacted] We have reviewed the complaint as well as our documentation regarding the issueWe received an e-mail from the member describing the problem, and made an attempt to contact him at the number we have on fileOur employee stated, via e-mail to the member, that she had made an attempt to call but was unable to leave a messageShe also explained that we are unable to make changes to a member’s credit report unless we are correcting an error that was made in our reportingAdditionally, the member was informed that we mailed him a late notice on September 9, 2017, to the address we had on fileAs an institution that furnishes information to credit bureaus, we are held to a standard of reporting accurate informationDue to the fact that this member’s payment was late, and we correctly reported it as such, we cannot change the reporting to the credit bureauWe did, however, offer to refund his late fee

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***I will not accept a response until they contact me directlyThe business is using a "form letter" document to avoid the issues surrounding the complaint - i.ethey have not addressed why there was only a "snail mail" attempt to contacted me, that they called me once (not multiple times), and that to date - they have failed to contact me DIRECTLY regarding the issue

You are right to expect courteous, respectful, and professional service, and I apologize for anything in your interaction with our staff that deviated from that expectationWe have every desire to address your needs and provide the best solution available; however, in this case, we are unable to
make the changes requestedRecords of the loan history show that the payments in question were lateDue to the fact that we correctly reported these payments, we cannot change the reporting to the credit bureauLate notices have been mailed as necessary to the address we have on fileFurther, our records indicate that our quarterly newsletter was included inside your statement envelope, which was also mailed to the address we have on fileThis statement would have shown late paymentsPlease contact us if you would like to discuss this matter further, or if there is anything else we can do for you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***I will not accept a response until they contact me directlyThe business is using a "form letter" document to avoid the issues surrounding the complaint - i.ethey have not addressed why there was only a "snail mail" attempt to contacted me, that they called me once (not multiple times), and that to date - they have failed to contact me DIRECTLY regarding the issue

Complaint ID: *** We have reviewed the complaint as well as our documentation regarding the issueWe received an e-mail from the member describing the problem, and made an attempt to contact him at the number we have on fileOur employee stated, via e-mail to the member, that she had
made an attempt to call but was unable to leave a messageShe also explained that we are unable to make changes to a member’s credit report unless we are correcting an error that was made in our reportingAdditionally, the member was informed that we mailed him a late notice on September 9, 2017, to the address we had on fileAs an institution that furnishes information to credit bureaus, we are held to a standard of reporting accurate informationDue to the fact that this member’s payment was late, and we correctly reported it as such, we cannot change the reporting to the credit bureauWe did, however, offer to refund his late fee

You are right to expect courteous, respectful, and professional service, and I apologize for anything in your interaction with our staff that deviated from that expectationWe have every desire to address your needs and provide the best solution available; however, in this case, we are unable to
make the changes requestedRecords of the loan history show that the payments in question were lateDue to the fact that we correctly reported these payments, we cannot change the reporting to the credit bureauLate notices have been mailed as necessary to the address we have on fileFurther, our records indicate that our quarterly newsletter was included inside your statement envelope, which was also mailed to the address we have on fileThis statement would have shown late paymentsPlease contact us if you would like to discuss this matter further, or if there is anything else we can do for you

I apologize if our response seemed impersonal, but it was specifically written in response to your complaintWe submitted the response to the Revdex.com per their instructions, for them to forward to youIf you would like to be contacted directly once again, we are happy to reach out and discuss this with youThe original complaint did not indicate that we only attempted to contact you through tradition mail, so that issue was not addressed in our responseOur review of the case shows that we attempted to call you and we communicated through e-mail regarding this situationOur records do not show that our employee stated that she attempted to call you multiple timesHer e-mail record indicates that she informed you that she attempted to call, and did not make any statement regarding there being multiple attemptsShe changed the method of contact to e-mail after realizing that she was unable to leave a voice message for youI will make sure that someone calls you at the phone number we have on file to follow up on this issue

I apologize if our response seemed impersonal, but it was specifically written in response to your complaint. We submitted the response to the Revdex.com per their instructions, for them to forward to you. If you would like to be contacted directly once again, we are happy to reach out and discuss this with you. The original complaint did not indicate that we only attempted to contact you through tradition mail, so that issue was not addressed in our response. Our review of the case shows that we attempted to call you and we communicated through e-mail regarding this situation. Our records do not show that our employee stated that she attempted to call you multiple times. Her e-mail record indicates that she informed you that she attempted to call, and did not make any statement regarding there being multiple attempts. She changed the method of contact to e-mail after realizing that she was unable to leave a voice message for you. I will make sure that someone calls you at the phone number we have on file to follow up on this issue.

Complaint ID: [redacted] We have reviewed the complaint as well as our documentation regarding the issue. We received an e-mail from the member describing the problem, and made an attempt to contact him at the number we have on file. Our employee stated, via e-mail to the member, that she had...

made an attempt to call but was unable to leave a message. She also explained that we are unable to make changes to a member’s credit report unless we are correcting an error that was made in our reporting. Additionally, the member was informed that we mailed him a late notice on September 9, 2017, to the address we had on file. As an institution that furnishes information to credit bureaus, we are held to a standard of reporting accurate information. Due to the fact that this member’s payment was late, and we correctly reported it as such, we cannot change the reporting to the credit bureau. We did, however, offer to refund his late fee.