*** *** ***
*** *** ***
*** *** *** *** ***
*** *** *** *** ***
*** *** *** ***
*** *** ***
*** *** ***
*** *** *** Thank you for your email dated Friday, August 19,
2016, advising us of *** *** complaintAs a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction On August *, 2016, Larry L***, *** *** Account Manager, received the signed contract back from the customer. *** *** purchased a Macbook Pro with warranty. Her order went thru the confirmations process. During the confirmation process, our confirmations representative reviews all pertinent details of the order with the customer (to include details of the merchandise customer is purchasing and personal information) We received this customer’s first allotment (payment) on August **, and *** *** order was then released to purchasing*** *** emailed *** *** that she was in receipt of the shipment confirmation, however, she saw that the warranty specified was for that of “Square Trade”, not “AppleCare Protection.” AppleCare is not available in the State of Florida in which she residesDebbie Sc***, Purchasing Agent, called to speak with *** *** to explain the benefits of having Square Trade vsAppleCare. Square Trade is a viable warranty and actually more expensive than the AppleCare. We gave *** *** Square Trade at the cheaper price, comparable to AppleCare. The warranty covers three years (including damages), which AppleCare does not. At that point in time, *** *** asked MsSc*** “what is the return policy?” MsSc*** advised *** *** of our return policy, which clearly states for computer returns, the merchandise can be returned within days and only if the merchandise is in the original packaging, in new condition, and the seal is not brokenItems cannot be used and must be returned in mint condition and contain all original packaging and documentation intactReturns must be made with an authorized return authorization number provided by an authorized Luther Appliance & Furniture Sales, Incemployee MsSc*** asked “why would you want to return after three days of having the merchandise?” Customer stated that if she found the merchandise cheaper elsewhere, she would want to return the Macbook Pro. Again, *** *** was informed of our return policy, which is either refusal upon delivery; or as stated above, within three days with the box seal intactOnce opened, the return becomes null and void and the merchandise is considered used and cannot be resold This customer emailed *** *** on August *** that if the Macbook Pro does not come with the AppleCare Warranty, she did not wish to continue with the agreement she signed with LutherSales The order was cancelled and a refund request was submitted. A check in the amount of $29.00, the amount of her first payment, was mailed to *** *** on August **, 2016. We received notification that the check had cleared the bank We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants Sincerely, Cathie R***, Operations Manager Luther Appliance & Furniture Sales Inc*** *** *** ***
October *, 2015 Complaint ID: *** *** *** *** ***
*** *** ***To whom it may concern:Thank you for your email dated Tuesday, October *, 2015, advising us of *** *** complaint. This a current matter brought to our attention by the
Revdex.com and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Please be advised that our Sales Account Manager, MrKenton C***, had been in contact with *** *** during the timeframe she received her furniture back in March to present. However, he, and our Service & Repairs Department, had not been apprised of any furniture damage. The discussion MrC*** did have with *** *** at that time is her comment to him that she had not received her statements and requested they be sent. MrC*** immediately assisted *** *** to provide her with the proper documentation. Additionally, we verified with our accounting department to ensure that the proper steps were put in place to ensure *** *** receives her statements in a timely manner.As you will see by the attached Proof of Delivery, the furniture had been signed for by *** *** ***, with comment noting “good.” There is no mention of any damage issue or poor service received. Up until today, we were never contacted to set up a service, repair request. Only today, *** *** contacted MrC*** stating that she was unhappy with her furniture purchase, the service she received to repair her furniture, and that she was going to contact the Revdex.com. She requested for the remainder of the contract to be voided. MrC*** brought this matter forward to my attention and we researched it further. We found out as stated above, we received a Proof of Delivery signed for and noting furniture received and in good condition. MrC*** then contacted *** ***, via email, to reiterate same and advise her we have no record here at all that she received service by our organizationShould we had been apprised of any issue for repair, a tech would have automatically been dispatched and service provided, scheduled at a mutually agreed upon time convenient for the customer. *** *** in an email back responded, “*** *** ** *** *** ** *** *** *** *** ** *** ** ** *** ** *** ** *** *** *** ** ** *** ***.” Our Contract (Customer Order Form) reads the following: “*** * *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** *** ***. *** *** *** *** *** *** *** *** *** ***” The Proof of Delivery was checked off by *** *** that the product was inspected, shipment in good order and condition, product assembled, product left in good condition, and two people were present during delivery. Also, during the confirmation process, our confirmations representative reviews policies and procedures. Covered under warranty, our policy and commitment to our customers is to provide service and repair for any damages received during the time of delivery throughout the lifetime of their loanwith us (we finance all of our customers’ purchases.) In cases of abuse (as determined by an independent professional furniture technician); the warranty is null and void.MrC*** has requested pictures be sent for our reference and review, which *** *** agreed toMrC*** will be followito ensure we receive pictures so we can thoroughly review the damage issues in question and move forward to complete satisfaction. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R***Operations MangerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The check mailing was for $they still owe me another $29, I wasn't given an option on whether or not I wanted to cancel, instead I asked about the return policy was called by some angry woman at my place of businessShe said she was canceling my order and I didn't have a choice, Honestly i'm glad I didn't go with that company because I can get the same thing for a thousand dollars less, this company post fraudulent advertising on their website and AppleCare not being allowed in Florida is just a cover to sell used merchandise at top dollar! She was offensive because I had called apple directly and verified that AppleCare is in fact allowed in Florida I want my $back immediatelyAnd they should take down their advertisingI will include copies of the emails between Larry and myself as proof they lie to the customerAlso the square trade warranty I was emailed included information for a used laptop
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have not filed an 'application' with your company Perhaps you should call an individual when an application is sent. As to this, I never received an email with anything attached for additional financing Again, this company needs to contact the individual asking for financing to make sure they are requesting the financing. I have Identity Theft on my credit bureau accounts Have a good day
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
When the furniture was initially received, it was in new condition and the furniture accepted. The comment "good" on the shipping document is to reference the delivery personnel--that they did perform their duties "good".The furniture is extremely indurable and should not have broken that easily. It is also very uncomfortable. I have documents proving that there is a warranty provided with the furniture at all. The fact that we had to wait a very long time for our furniture to be delivered is very irritating to start with--I had made several payments prior to the furniture even being delivered. Then to end up with furniture that breaks down right away is just not acceptable.We were never given an actual "contract" There is a bill of sale but in our opinion is not a contract at all.We would like our contract voided, given the extreme issues we have had, the poor quality of the furniture and the hassle we have had getting our invoices in a timely manner.We are happy to return the furniture (at the company's expense) and accept what we have already paid as a loss to us. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
July **, 2015*** *** *** - *** *** Revdex.com(ID# ***) *** * *** - *** *** *** *** * ** ***Daytime Phone: ###-###-#### / E-mail: ***Dear *** ***:We are in receipt of your email dated Friday, July **, 2015, advising us of *** ***’s
complaint as it pertains to the damages he had received to his flooring when our contracted outsidedelivery agent attempted to place the furniture into his home. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. When receiving proof of delivery from this customer, there were no notations of damages noted on the delivery receiptTherefore, we were not made aware until the customer called inHe was advised at that time to put in a claim with the Delivery Agent, which he didThe Delivery Agent paid *** *** $700.00. Our Retail Sales Representative, Bryon O***, received a follemail from *** *** stating he was not happy with the resolution and asked for the full amount of the repair, not justthe $he originally received direct from the delivery agent. MrO*** brought this matter to upper management a few days prior to receiving your email and requested to meet withupper management to review the situation to see how we could come to a satisfactory resolution suitable for both *** *** and LutherSales. We stand behind our service and while we cannot account for the damages done by our delivery agent, we take full responsibility. A refund check is currently being issued in the amount of $834.00, which will be mailed out on Friday, July ***. MrEric G*** is still in contact with *** *** and will continue to be in contact until the check is received by the customer. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us. Sincerely, Cathie R***Operations MangerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext*** /cjr
*** ** ***
*
*** *** ***
*** *** *** *** ***
*** *** *** *** ***
*** *** *** ***
*
*** *** ***
*** *** ***
*
*** *** *** Thank you for your email dated Thursday, September *, 2016, advising us of *** ***’s follresponse to the Revdex.com As per previous correspondence, *** *** emailed *** *** that she was in receipt of the shipment confirmation, however, she saw that the warranty specified was for that of “Square Trade”, not “AppleCare Protection.” AppleCare is not available in the State of Florida in which she residesDebbie Sc***, Purchasing Agent, called to speak with *** *** to explain the benefits of having Square Trade vsAppleCare. Square Trade is a viable warranty and actually more expensive than the AppleCare. We gave *** *** Square Trade at the cheaper price, comparable to AppleCare. The warranty covers three years (including damages), which AppleCare does not. *** *** received her Square Trade Warranty (please see attached). It specifically states “thank you for purchasing your new Laptop protection plan”Additionally, please see attached copies of the warranties for both AppleCare and Square Trade and a page titled “See How Square Trade Compares to Other Plans”, outlining the benefits using Square Trade vsAppleCare. As you can see by the attached AppleCare warranty, it states “This plan is offered and valid only in the United States, the District of Columbia, Canada, Brazil and Mexico. This plan is not valid in any other country or U.Sterritory. This plan is not available for Florida consumers or where prohibited by law. Luther's Personal Shopping Service remains a leader in the industryLuther’s website has a complete array of products from which our applicants can choose from. We only purchase the best quality, new merchandise and not that of used or refurbished. All merchandise comes direct from the manufacturer. As stated previously in original correspondence, this customer emailed *** *** on August *** that if the Macbook Pro does not come with the AppleCare Warranty, she did not wish to continue with the agreement she signed with LutherSales(Please refer to the attached email) A refund request was submitted. A check in the amount of $29.00, the amount of her first payment, was mailed to *** *** on August **, 2016. We received notification that the check had cleared the bank. After submission of our original response to the Revdex.com, we realized *** *** had made three more payments, totaling $87. A refund check request had been created on September *, 2016, and the check (#91302) was mailed out to *** *** on Wednesday, September ***. The applicant is the only individual that can start and stop their allotment, and it is completely discretionary We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants Sincerely, Cathie R***, Operations Manager Luther Appliance & Furniture Sales IncPhone: 1-800-358-6466, Ext
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
October **, 2015*** ** * ***
*** *** *** *** ***
*** *** *** To whom it may concern:Thank you for your email dated Friday, October *, 2015, advising us of *** *** complaint. This a current matter brought to our attention by the Better Bus***s
Bureau and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfactionLuther Appliance & Furniture Sales Inc(“LS”) is an internet consumer products company that finances its own purchases through recurring fixed installment paymentsIf a LS customer is delinquent, LS contacts the customerAs part of that process, LS had tried unsuccessfully to speak with *** *** to discuss her open account here with us. Our contact procedures include calling our customers at their place of residence, as well their place of employment, when not able to reach the customer at homeOur credit counselor, Monique, had left two messages with a co-worker to please have *** *** return the call, without identifying the reason for the call.Please be advised that our Vice President of Sales, MrEric G***, Chief Financial Officer, MrMichael M***, and myself, reached out to *** *** on Friday October *** 2015. ***
*** was not pleased that we attempted to leave messages with her co-worker and recorded the phone calls with MoniqueIn our conversation with *** ***, we asked her to please forward us the messages for our reference and review. I reviewed the recordings and found the messages placed by the collector were general calls with no mention that the call was for collection purposes, nor was any personal information discussed. The calls were simply asking to have *** *** please call Monique at ***. I apologized for the calls and getting herco-worker involved, reassuring her that this would never occur again. I explained to *** *** that the credit counselor would be spoken to and that I would personally handle her accountfrom now on*** *** was satisfied with the actions that were going to take place and with how her account would be handled moving forward. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Christopher L***Credit Counselor DirectorLuther Appliance & Furniture Sales Inc.Phone: ###-###-####, Ext***
*** *** requested service May of Our service tech tried to reach her May *** but was unsuccessful. An email was sent to her with no responseWe contacted customer again June ** and scheduled her for service. The attached service report from the furniture technician
deemed this issue to be caused by the customer (see highlighted area), and not a manufacturer’s defect so she was charged for the repair. *** *** has been purchasing from us for several years and despite the fact the repair was out of warranty, Luther Sales will apply the credit for the repair in question to the customer's outstanding balance because she is a highly valued customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Customer placed an order for twin bunk beds mid March, 2017. Upon arrival at the delivery agent on 5/**, the beds were damaged. New beds were ordered and scheduled for delivery to the customer on 6/**/17. Unfortunately, a driver called in sick that day and we needed to
reschedule her for 6/**. The customer was unable to wait and cancelled her order
October **, 2015Complaint
ID: [redacted]
New York RevDex.comRE: [redacted]To whom it may concern:We
are responding back to [redacted] 2nd rejection to our original response
dated October *, 2015.We
are in receipt of the pictures [redacted] provided to us. However, for us to adequately
ensure proper service is provided to [redacted], we would need to dispatch a
technician to come into her home to thoroughly inspect the merchandise, assess,
and provide us with written documentation, along with pictures taken on
site. At that time, we thoroughly review
the technician’s recommendations to see what is needed to fulfill the service
request to the customer’s complete satisfaction.To
reiterate in our previous correspondence, [redacted] has signed a contract
(Credit application) and customer order form. Both documents have been reviewed by our legal counsel who have advised they are contractual, binding
agreements that define the terms of the agreement between [redacted] and acceptance
by the customer of those terms as related to their purchase. [redacted] has copies of both documents. Unfortunately, due to the Privacy Protection
Law, we cannot provide these documents as attachments. ATTACHED please find a copy of LutherSales Extended Furniture
Warranty. Coverage on furniture is good
for the life of the payment terms, provided customer’s account is paid current
(contract maximum of 3 years). As
mentioned in our previous correspondence; under warranty, our policy and
commitment to our customers is to provide service and repair for any damages
received during the time of delivery throughout the lifetime of their loan with
us (we finance all of our customers’ purchases.) In cases of abuse (as
determined by an independent professional furniture technician); the warranty
is null and void.We
are reaching out to the manufacturer to obtain a copy of their “care
Instructions” for the furniture [redacted] purchased. We will provide to [redacted] once in
receipt. We
would like to retain [redacted] business by making good on our commitment and
servicing her needs. If
you have any further questions or are in need of clarification of any such
matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations MangerLutherSales Furniture &
AppliancesPhone: ###-###-####, Ext.
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
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 and the matter has been resolved.I appreciate your response. I did not apply at your agency, but am happy this did not get 'approved'.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: the response and timeline of events do not match up however this is how they operate in not being forthcoming in their dealings. I reached out several times to hacer this corrected and they did nothing about it or to correct or relieve the problem for the customer. I contacted them several times in april, may, and June to correct this issue and it wasn't corrected
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted]
[redacted] [redacted]
Dear [redacted]:We are in receipt of your email dated...
August **, 2015, advising us of [redacted]’s complaint. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. [redacted]’s payments are processed through ACH arrangements with her employer and PNC Bank. Approximately one year ago, her employer debited our account at PNC bank withunauthorized transactions using her credentials. We contacted [redacted] at that time and asked her to contact her employer. Subsequent to our identifying the unauthorized debits, [redacted] changed employers and accordingly, she could not assist in reconciling these unauthorized transactions with her former employer. All money that was credited to our bank account in her name has been properly applied to her account with Luther. Luther has contacted her former employer requesting restitution. We have advised [redacted] her account has been, andcurrently is, in good standing”.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations ManagerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext. [redacted]
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
your email dated Thursday, July **, 2016, advising us of [redacted]’s complaint. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. We received an application from [redacted]. After thoroughly reviewing her application, we found that she did not meet our criteria of minimum income of base wages of $20,000.00 per year. However, we offered [redacted] a [redacted] party credit solution through a 3rd party finance company. A link to the [redacted] party’s website was sent to the customer via email back at the end of May 2016. A follow-up Declination Letter was sent. LutherSales offers a plan suitable for everyone’s budget who falls within required guidelines. As stated above, [redacted] was offered a 3rd party lending alternative with whom we have a relationship with. This 3rd party has many benefits that makes it decidedly different than the LutherSales financing program, and it is known for an easy approval process. Due to confidential information the customer provided to us on the application, we cannot provide you with a copy of [redacted]’s application. However, we would be happy to have a personal conversation with [redacted] at her convenience should she wish to contact us at the number below. We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants. Sincerely, Cathie R[redacted], Operations Manager Luther Appliance & Furniture Sales Inc. Phone: ###-###-####, Ext. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Back on 8/**/17 I filed a complaint against Luther Sales for attempting to bill me for a furniture repair that I was unaware of; a technician came to my home in August and fixed my couch under warranty and I was billed for this service without any knowledge of there being a cost associated with it. I submitted a complaint and Luther Sales agreed to cove r the cost for the repair; earlier this month I received an invoice from them requesting a payment for the repair; in addition to this they also kept a refund that I was supposed to receive back in July for an over payment. I was told on 7/** by rep Bryon O[redacted] that I would receive a refund in about 2-3 weeks in the amount of $76.23. I have the emails to prove this. Since then I have not received a refund.I would like to receive the refund I am due in the amount of $76.23; I also would like for Luther Sales to cover the amount in the invoice for the couch repair as promised in a previous complaint that I filed last month. Previous Complaint: [redacted]
*** *** ***
*** *** ***
*** *** *** *** ***
*** *** *** *** ***
*** *** *** ***
*** *** ***
*** *** ***
*** *** *** Thank you for your email dated Friday, August 19,
2016, advising us of *** *** complaintAs a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction On August *, 2016, Larry L***, *** *** Account Manager, received the signed contract back from the customer. *** *** purchased a Macbook Pro with warranty. Her order went thru the confirmations process. During the confirmation process, our confirmations representative reviews all pertinent details of the order with the customer (to include details of the merchandise customer is purchasing and personal information) We received this customer’s first allotment (payment) on August **, and *** *** order was then released to purchasing*** *** emailed *** *** that she was in receipt of the shipment confirmation, however, she saw that the warranty specified was for that of “Square Trade”, not “AppleCare Protection.” AppleCare is not available in the State of Florida in which she residesDebbie Sc***, Purchasing Agent, called to speak with *** *** to explain the benefits of having Square Trade vsAppleCare. Square Trade is a viable warranty and actually more expensive than the AppleCare. We gave *** *** Square Trade at the cheaper price, comparable to AppleCare. The warranty covers three years (including damages), which AppleCare does not. At that point in time, *** *** asked MsSc*** “what is the return policy?” MsSc*** advised *** *** of our return policy, which clearly states for computer returns, the merchandise can be returned within days and only if the merchandise is in the original packaging, in new condition, and the seal is not brokenItems cannot be used and must be returned in mint condition and contain all original packaging and documentation intactReturns must be made with an authorized return authorization number provided by an authorized Luther Appliance & Furniture Sales, Incemployee MsSc*** asked “why would you want to return after three days of having the merchandise?” Customer stated that if she found the merchandise cheaper elsewhere, she would want to return the Macbook Pro. Again, *** *** was informed of our return policy, which is either refusal upon delivery; or as stated above, within three days with the box seal intactOnce opened, the return becomes null and void and the merchandise is considered used and cannot be resold This customer emailed *** *** on August *** that if the Macbook Pro does not come with the AppleCare Warranty, she did not wish to continue with the agreement she signed with LutherSales The order was cancelled and a refund request was submitted. A check in the amount of $29.00, the amount of her first payment, was mailed to *** *** on August **, 2016. We received notification that the check had cleared the bank We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants Sincerely, Cathie R***, Operations Manager Luther Appliance & Furniture Sales Inc*** *** *** ***
October *, 2015 Complaint ID: *** *** *** *** ***
*** *** ***To whom it may concern:Thank you for your email dated Tuesday, October *, 2015, advising us of *** *** complaint. This a current matter brought to our attention by the
Revdex.com and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Please be advised that our Sales Account Manager, MrKenton C***, had been in contact with *** *** during the timeframe she received her furniture back in March to present. However, he, and our Service & Repairs Department, had not been apprised of any furniture damage. The discussion MrC*** did have with *** *** at that time is her comment to him that she had not received her statements and requested they be sent. MrC*** immediately assisted *** *** to provide her with the proper documentation. Additionally, we verified with our accounting department to ensure that the proper steps were put in place to ensure *** *** receives her statements in a timely manner.As you will see by the attached Proof of Delivery, the furniture had been signed for by *** *** ***, with comment noting “good.” There is no mention of any damage issue or poor service received. Up until today, we were never contacted to set up a service, repair request. Only today, *** *** contacted MrC*** stating that she was unhappy with her furniture purchase, the service she received to repair her furniture, and that she was going to contact the Revdex.com. She requested for the remainder of the contract to be voided. MrC*** brought this matter forward to my attention and we researched it further. We found out as stated above, we received a Proof of Delivery signed for and noting furniture received and in good condition. MrC*** then contacted *** ***, via email, to reiterate same and advise her we have no record here at all that she received service by our organizationShould we had been apprised of any issue for repair, a tech would have automatically been dispatched and service provided, scheduled at a mutually agreed upon time convenient for the customer. *** *** in an email back responded, “*** *** ** *** *** ** *** *** *** *** ** *** ** ** *** ** *** ** *** *** *** ** ** *** ***.” Our Contract (Customer Order Form) reads the following: “*** * *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** *** ***. *** *** *** *** *** *** *** *** *** ***” The Proof of Delivery was checked off by *** *** that the product was inspected, shipment in good order and condition, product assembled, product left in good condition, and two people were present during delivery. Also, during the confirmation process, our confirmations representative reviews policies and procedures. Covered under warranty, our policy and commitment to our customers is to provide service and repair for any damages received during the time of delivery throughout the lifetime of their loanwith us (we finance all of our customers’ purchases.) In cases of abuse (as determined by an independent professional furniture technician); the warranty is null and void.MrC*** has requested pictures be sent for our reference and review, which *** *** agreed toMrC*** will be followito ensure we receive pictures so we can thoroughly review the damage issues in question and move forward to complete satisfaction. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R***Operations MangerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The check mailing was for $they still owe me another $29, I wasn't given an option on whether or not I wanted to cancel, instead I asked about the return policy was called by some angry woman at my place of businessShe said she was canceling my order and I didn't have a choice, Honestly i'm glad I didn't go with that company because I can get the same thing for a thousand dollars less, this company post fraudulent advertising on their website and AppleCare not being allowed in Florida is just a cover to sell used merchandise at top dollar! She was offensive because I had called apple directly and verified that AppleCare is in fact allowed in Florida I want my $back immediatelyAnd they should take down their advertisingI will include copies of the emails between Larry and myself as proof they lie to the customerAlso the square trade warranty I was emailed included information for a used laptop
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have not filed an 'application' with your company Perhaps you should call an individual when an application is sent. As to this, I never received an email with anything attached for additional financing Again, this company needs to contact the individual asking for financing to make sure they are requesting the financing. I have Identity Theft on my credit bureau accounts Have a good day
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
When the furniture was initially received, it was in new condition and the furniture accepted. The comment "good" on the shipping document is to reference the delivery personnel--that they did perform their duties "good".The furniture is extremely indurable and should not have broken that easily. It is also very uncomfortable. I have documents proving that there is a warranty provided with the furniture at all. The fact that we had to wait a very long time for our furniture to be delivered is very irritating to start with--I had made several payments prior to the furniture even being delivered. Then to end up with furniture that breaks down right away is just not acceptable.We were never given an actual "contract" There is a bill of sale but in our opinion is not a contract at all.We would like our contract voided, given the extreme issues we have had, the poor quality of the furniture and the hassle we have had getting our invoices in a timely manner.We are happy to return the furniture (at the company's expense) and accept what we have already paid as a loss to us. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
July **, 2015*** *** *** - *** *** Revdex.com(ID# ***) *** * *** - *** *** *** *** * ** ***Daytime Phone: ###-###-#### / E-mail: ***Dear *** ***:We are in receipt of your email dated Friday, July **, 2015, advising us of *** ***’s
complaint as it pertains to the damages he had received to his flooring when our contracted outsidedelivery agent attempted to place the furniture into his home. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. When receiving proof of delivery from this customer, there were no notations of damages noted on the delivery receiptTherefore, we were not made aware until the customer called inHe was advised at that time to put in a claim with the Delivery Agent, which he didThe Delivery Agent paid *** *** $700.00. Our Retail Sales Representative, Bryon O***, received a follemail from *** *** stating he was not happy with the resolution and asked for the full amount of the repair, not justthe $he originally received direct from the delivery agent. MrO*** brought this matter to upper management a few days prior to receiving your email and requested to meet withupper management to review the situation to see how we could come to a satisfactory resolution suitable for both *** *** and LutherSales. We stand behind our service and while we cannot account for the damages done by our delivery agent, we take full responsibility. A refund check is currently being issued in the amount of $834.00, which will be mailed out on Friday, July ***. MrEric G*** is still in contact with *** *** and will continue to be in contact until the check is received by the customer. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us. Sincerely, Cathie R***Operations MangerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext*** /cjr
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*** *** *** Thank you for your email dated Thursday, September *, 2016, advising us of *** ***’s follresponse to the Revdex.com As per previous correspondence, *** *** emailed *** *** that she was in receipt of the shipment confirmation, however, she saw that the warranty specified was for that of “Square Trade”, not “AppleCare Protection.” AppleCare is not available in the State of Florida in which she residesDebbie Sc***, Purchasing Agent, called to speak with *** *** to explain the benefits of having Square Trade vsAppleCare. Square Trade is a viable warranty and actually more expensive than the AppleCare. We gave *** *** Square Trade at the cheaper price, comparable to AppleCare. The warranty covers three years (including damages), which AppleCare does not. *** *** received her Square Trade Warranty (please see attached). It specifically states “thank you for purchasing your new Laptop protection plan”Additionally, please see attached copies of the warranties for both AppleCare and Square Trade and a page titled “See How Square Trade Compares to Other Plans”, outlining the benefits using Square Trade vsAppleCare. As you can see by the attached AppleCare warranty, it states “This plan is offered and valid only in the United States, the District of Columbia, Canada, Brazil and Mexico. This plan is not valid in any other country or U.Sterritory. This plan is not available for Florida consumers or where prohibited by law. Luther's Personal Shopping Service remains a leader in the industryLuther’s website has a complete array of products from which our applicants can choose from. We only purchase the best quality, new merchandise and not that of used or refurbished. All merchandise comes direct from the manufacturer. As stated previously in original correspondence, this customer emailed *** *** on August *** that if the Macbook Pro does not come with the AppleCare Warranty, she did not wish to continue with the agreement she signed with LutherSales(Please refer to the attached email) A refund request was submitted. A check in the amount of $29.00, the amount of her first payment, was mailed to *** *** on August **, 2016. We received notification that the check had cleared the bank. After submission of our original response to the Revdex.com, we realized *** *** had made three more payments, totaling $87. A refund check request had been created on September *, 2016, and the check (#91302) was mailed out to *** *** on Wednesday, September ***. The applicant is the only individual that can start and stop their allotment, and it is completely discretionary We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants Sincerely, Cathie R***, Operations Manager Luther Appliance & Furniture Sales IncPhone: 1-800-358-6466, Ext
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
October **, 2015*** ** * ***
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*** *** *** To whom it may concern:Thank you for your email dated Friday, October *, 2015, advising us of *** *** complaint. This a current matter brought to our attention by the Better Bus***s
Bureau and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfactionLuther Appliance & Furniture Sales Inc(“LS”) is an internet consumer products company that finances its own purchases through recurring fixed installment paymentsIf a LS customer is delinquent, LS contacts the customerAs part of that process, LS had tried unsuccessfully to speak with *** *** to discuss her open account here with us. Our contact procedures include calling our customers at their place of residence, as well their place of employment, when not able to reach the customer at homeOur credit counselor, Monique, had left two messages with a co-worker to please have *** *** return the call, without identifying the reason for the call.Please be advised that our Vice President of Sales, MrEric G***, Chief Financial Officer, MrMichael M***, and myself, reached out to *** *** on Friday October *** 2015. ***
*** was not pleased that we attempted to leave messages with her co-worker and recorded the phone calls with MoniqueIn our conversation with *** ***, we asked her to please forward us the messages for our reference and review. I reviewed the recordings and found the messages placed by the collector were general calls with no mention that the call was for collection purposes, nor was any personal information discussed. The calls were simply asking to have *** *** please call Monique at ***. I apologized for the calls and getting herco-worker involved, reassuring her that this would never occur again. I explained to *** *** that the credit counselor would be spoken to and that I would personally handle her accountfrom now on*** *** was satisfied with the actions that were going to take place and with how her account would be handled moving forward. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Christopher L***Credit Counselor DirectorLuther Appliance & Furniture Sales Inc.Phone: ###-###-####, Ext***
*** *** requested service May of Our service tech tried to reach her May *** but was unsuccessful. An email was sent to her with no responseWe contacted customer again June ** and scheduled her for service. The attached service report from the furniture technician
deemed this issue to be caused by the customer (see highlighted area), and not a manufacturer’s defect so she was charged for the repair. *** *** has been purchasing from us for several years and despite the fact the repair was out of warranty, Luther Sales will apply the credit for the repair in question to the customer's outstanding balance because she is a highly valued customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Customer placed an order for twin bunk beds mid March, 2017. Upon arrival at the delivery agent on 5/**, the beds were damaged. New beds were ordered and scheduled for delivery to the customer on 6/**/17. Unfortunately, a driver called in sick that day and we needed to
reschedule her for 6/**. The customer was unable to wait and cancelled her order
October **, 2015Complaint
ID: [redacted]
New York RevDex.comRE: [redacted]To whom it may concern:We
are responding back to [redacted] 2nd rejection to our original response
dated October *, 2015.We
are in receipt of the pictures [redacted] provided to us. However, for us to adequately
ensure proper service is provided to [redacted], we would need to dispatch a
technician to come into her home to thoroughly inspect the merchandise, assess,
and provide us with written documentation, along with pictures taken on
site. At that time, we thoroughly review
the technician’s recommendations to see what is needed to fulfill the service
request to the customer’s complete satisfaction.To
reiterate in our previous correspondence, [redacted] has signed a contract
(Credit application) and customer order form. Both documents have been reviewed by our legal counsel who have advised they are contractual, binding
agreements that define the terms of the agreement between [redacted] and acceptance
by the customer of those terms as related to their purchase. [redacted] has copies of both documents. Unfortunately, due to the Privacy Protection
Law, we cannot provide these documents as attachments. ATTACHED please find a copy of LutherSales Extended Furniture
Warranty. Coverage on furniture is good
for the life of the payment terms, provided customer’s account is paid current
(contract maximum of 3 years). As
mentioned in our previous correspondence; under warranty, our policy and
commitment to our customers is to provide service and repair for any damages
received during the time of delivery throughout the lifetime of their loan with
us (we finance all of our customers’ purchases.) In cases of abuse (as
determined by an independent professional furniture technician); the warranty
is null and void.We
are reaching out to the manufacturer to obtain a copy of their “care
Instructions” for the furniture [redacted] purchased. We will provide to [redacted] once in
receipt. We
would like to retain [redacted] business by making good on our commitment and
servicing her needs. If
you have any further questions or are in need of clarification of any such
matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations MangerLutherSales Furniture &
AppliancesPhone: ###-###-####, Ext.
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
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 and the matter has been resolved.I appreciate your response. I did not apply at your agency, but am happy this did not get 'approved'.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: the response and timeline of events do not match up however this is how they operate in not being forthcoming in their dealings. I reached out several times to hacer this corrected and they did nothing about it or to correct or relieve the problem for the customer. I contacted them several times in april, may, and June to correct this issue and it wasn't corrected
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
Dear [redacted]:We are in receipt of your email dated...
August **, 2015, advising us of [redacted]’s complaint. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. [redacted]’s payments are processed through ACH arrangements with her employer and PNC Bank. Approximately one year ago, her employer debited our account at PNC bank withunauthorized transactions using her credentials. We contacted [redacted] at that time and asked her to contact her employer. Subsequent to our identifying the unauthorized debits, [redacted] changed employers and accordingly, she could not assist in reconciling these unauthorized transactions with her former employer. All money that was credited to our bank account in her name has been properly applied to her account with Luther. Luther has contacted her former employer requesting restitution. We have advised [redacted] her account has been, andcurrently is, in good standing”.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations ManagerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext. [redacted]
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
[redacted]
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[redacted]
[redacted]
[redacted]
[redacted]
* RE: (ID# [redacted]) [redacted] Dear Ms. Briggs, Thank you for...
your email dated Thursday, July **, 2016, advising us of [redacted]’s complaint. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. We received an application from [redacted]. After thoroughly reviewing her application, we found that she did not meet our criteria of minimum income of base wages of $20,000.00 per year. However, we offered [redacted] a [redacted] party credit solution through a 3rd party finance company. A link to the [redacted] party’s website was sent to the customer via email back at the end of May 2016. A follow-up Declination Letter was sent. LutherSales offers a plan suitable for everyone’s budget who falls within required guidelines. As stated above, [redacted] was offered a 3rd party lending alternative with whom we have a relationship with. This 3rd party has many benefits that makes it decidedly different than the LutherSales financing program, and it is known for an easy approval process. Due to confidential information the customer provided to us on the application, we cannot provide you with a copy of [redacted]’s application. However, we would be happy to have a personal conversation with [redacted] at her convenience should she wish to contact us at the number below. We deeply value our customer’s relationship with LutherSales and are committed to providing quality customer service to all LutherSales applicants. Sincerely, Cathie R[redacted], Operations Manager Luther Appliance & Furniture Sales Inc. Phone: ###-###-####, Ext. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Back on 8/**/17 I filed a complaint against Luther Sales for attempting to bill me for a furniture repair that I was unaware of; a technician came to my home in August and fixed my couch under warranty and I was billed for this service without any knowledge of there being a cost associated with it. I submitted a complaint and Luther Sales agreed to cove r the cost for the repair; earlier this month I received an invoice from them requesting a payment for the repair; in addition to this they also kept a refund that I was supposed to receive back in July for an over payment. I was told on 7/** by rep Bryon O[redacted] that I would receive a refund in about 2-3 weeks in the amount of $76.23. I have the emails to prove this. Since then I have not received a refund.I would like to receive the refund I am due in the amount of $76.23; I also would like for Luther Sales to cover the amount in the invoice for the couch repair as promised in a previous complaint that I filed last month. Previous Complaint: [redacted]
Sincerely,
[redacted]