[redacted] November 28, 2014BBC Complaint ID [redacted] On August 28, 2013, Customer entered into a “Rental Purchase Agreement” with The Band RoomThis contract was for the acquisition of a clarinet for her middle school child for use in beginning bandThis program for beginners is a straight forward plan to accommodate the eventual purchase of an expensive instrumentThe plan includes the option to return the instrument for any reason, i.e., the student quits band, the customer moves from the area, or is unable to make the **ymentsOtherwise, a monthly **yment is required.The account in question has a history of erratic **ymentsThe monthly **yments were due on the first of each month, beginning October 1, The following is a history of this account:Oct16, October 1st **yment.Dec30, November 1st **yment.Feb12, December and January **yment.This left the account due for February 1, 2014.Between October 11, and March 21, 2014, ten letters were sent to customer as a reminder of the **yments dueAs you can see, customer made some response to these lettersAfter March 21, 2014, no more letters were sent to the customerOn September 13, this account was turned over to a collection agencyThe agency made five contacts, the last of which was on November 13, After the **yment made on February 12, 2014, there was no response or contact from the customer.Around the 15th of November, customer brought the clarinet in for re**irOn November 25th, customer called to enquire about the status of the clarinetWe informed the customer that the account was ten months **st due and that it would have to be brought current before the clarinet could be returned to the customerCustomer gave a long explanation about why she had not made the **ymentsThese reasons did not change the fact that the account was ten months **st due, and this was the first time the customer had contacted The Band Room about the accountIf the clarinet hadn’t needed re**ir, I don’t know if this contact would have occurredDuring the course of this conversation, the customer agreed to **y four **yments and late charges for a total of $I informed her that the account would still have to be current before she could get the clarinet backShe said that she could bring it current by Dec15th.Later that day, customer came to the Harker Heights location with cash to bring the account currentIf that had been all she came to do, things would have gone much differentlyShe immediately declared that she wanted our “corporate number” so that she could report us for our treatment of herShe proceeded to accuse me of laughing at her over the phoneI did not laugh at herIn the course of the phone conversation in question, it became obvious to me that the customer was refusing to understand our positionShe wanted us to let her have the clarinet back with six months **yments still **st due; and by the time she would be able to **y, the December 1st **yment would also be dueBased on the history of this account, I had no reason to give the clarinet backHer tone became accusatory and belligerent and my reaction may have sounded to her like I was “laughing at her.” I was bewildered by her attitudeThe phone conversation ended on that tone.While she was in the store, in front of other customers, she continued to criticise The Band RoomShe did not come in to simply comply with the terms of her contract, bring the account current and proceed with her child’s music education; she came in to punish usThere was a fairly heated exchange of words, and it became obvious that the best thing to do was to simply refund ALL of the money she had **id so far and be done with the situationCustomer did not say “fine, I want refunded for everything I **id.” That decision was made by the Senior **rtner of The Band Room who had been listening to this verbal exchange and decided to put an end to it.Maybe customer can find a store that will have a different approach to severely delinquent accounts.It is true that The Band Room is the only music store in the local area that specializes in service to school band programsWe have survived for over thirty eight years by fair, honest and responsible service to our customersAs long as our customers are fair, honest and responsible with us, we have a happy relationship.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: [redacted] is obviously denying that he laughed on the phone and treated me with disrespectI was in the doctors office when the phone conversation was occurring and I had it on speaker phone and the nurse heard the whole conversation and even she was astounded by the way I was mistreatedI have since spoke to other people about the whole thing and they were not surprisedOther people are afraid to complain about them because they are the only music store in the area and this is how they would get treated if they tried and they have kids in bandBefore we went to the band room we had people tell us to be careful and they over charge their pricesThey took my right away to be able to file a complaint by kicking me out of the storeThey kicked me out of the store because I wanted to complainYes, they would have been happy if I had just came in there with the rest of the **st due amount and not had said a word about complainingThe money that I came in there with I had borrowed from familyWe got behind on everything because things arised and had extra mouths to feed for a whole yearThe other businesses we are behind on were willing to work with usWe have always had perfect credit until this unexpected thing happened and I was trying to explain why we fell behind but he blatantly did not careWe had every intentions to get caught upI even told him that our finances are much better nowHowever, this turned out better because my son now has a Bundy clarinet and **id a fraction of what The Band Room charges We got it up North in [redacted] and the were astounded when we told them how much we were being charged for a BuffetThey did not offer to refund the money, they asked me to leave and I said what about what I just **id today." and [redacted] said "I will refund it" then I said "OK your going to refund everything I **id." They said "fine, and I do not want you to return, I just want you out of the store." Regards, [redacted]
Initial Business Response /* (1000, 5, 2017/03/09) */
This individual purchased a coupon thru a third party vendor called to set appointment for service to be performed and informed our service department that it was a classic vehicle and that he would have to drive vehicle into service facility,
unfortunately insurance regulations do not allow that which was explained to individual and third party vendor gave full refund in timely manner
Initial Business Response /* (1000, 12, 2015/09/09) */
We sold a vehicle to [redacted] on April 4th, 2015. The vehicle was sold "As-Is" with no warranty. On June 2nd, 2015 [redacted] called us that there was a problem with the vehicle accelerating. The vehicle was towed to our shop and we diagnosed a...
problem with the cruise control free of charge. On July, 10th, 2014, [redacted] came by the dealership and stated to me that she was scared of driving the vehicle after the problem with the cruise control and asked me if there was a possibility to return the Mercury and for her to purchase a different vehicle. I showed her a 07 Jeep Compass that we had bought a day before. I told [redacted] that it would be a couple of days before the vehicle would be ready to be sold. On, July 13th,2015 [redacted] came by the dealership together with her dad to purchase the 07 Jeep Compass. [redacted] was not able to proof her income according to guidelines from the lender so I asked her father if he would be willing to be on the contract with [redacted] in order to get financed for the vehicle to which he agreed to. It is common practice in Missouri that the person with the higher income is listed in first place on the contract.
For security purposes, we do not keep any of the titles at the dealership. As soon as a vehicle sells, we call the bank which will mail us the title in a matter of days. I will call the customer immediately after the title was received at the dealership so the customer can pick up the title. After the title was received, [redacted] was called a total a thirteen times that her title was ready to be picked up. The phone was never answered and messages were left whenever it was possible. [redacted] did not respond to the phone calls or messages left on her voicemail.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]November 28, 2014BBC Complaint ID [redacted]On August 28, 2013, Customer entered into a “Rental Purchase Agreement” with The Band Room. This contract was for the acquisition of a clarinet for her...
middle school child for use in beginning band. This program for beginners is a straight forward plan to accommodate the eventual purchase of an expensive instrument. The plan includes the option to return the instrument for any reason, i.e., the student quits band, the customer moves from the area, or is unable to make the **yments. Otherwise, a monthly **yment is required.The account in question has a history of erratic **yments. The monthly **yments were due on the first of each month, beginning October 1, 2013. The following is a history of this account:Oct. 16, 2013 October 1st **yment.Dec. 30, 2013 November 1st **yment.Feb. 12, 2014 December and January **yment.This left the account due for February 1, 2014.Between October 11, 2013 and March 21, 2014, ten letters were sent to customer as a reminder of the **yments due. As you can see, customer made some response to these letters. After March 21, 2014, no more letters were sent to the customer. On September 13, 2014 this account was turned over to a collection agency. The agency made five contacts, the last of which was on November 13, 2014. After the **yment made on February 12, 2014, there was no response or contact from the customer.Around the 15th of November, customer brought the clarinet in for re**ir. On November 25th, customer called to enquire about the status of the clarinet. We informed the customer that the account was ten months **st due and that it would have to be brought current before the clarinet could be returned to the customer. Customer gave a long explanation about why she had not made the **yments. These reasons did not change the fact that the account was ten months **st due, and this was the first time the customer had contacted The Band Room about the account. If the clarinet hadn’t needed re**ir, I don’t know if this contact would have occurred. During the course of this conversation, the customer agreed to **y four **yments and late charges for a total of $231.00. I informed her that the account would still have to be current before she could get the clarinet back. She said that she could bring it current by Dec. 15th.Later that day, customer came to the Harker Heights location with cash to bring the account current. If that had been all she came to do, things would have gone much differently. She immediately declared that she wanted our “corporate number” so that she could report us for our treatment of her. She proceeded to accuse me of laughing at her over the phone. I did not laugh at her. In the course of the phone conversation in question, it became obvious to me that the customer was refusing to understand our position. She wanted us to let her have the clarinet back with six months **yments still **st due; and by the time she would be able to **y, the December 1st **yment would also be due. Based on the history of this account, I had no reason to give the clarinet back. Her tone became accusatory and belligerent and my reaction may have sounded to her like I was “laughing at her.” I was bewildered by her attitude. The phone conversation ended on that tone.While she was in the store, in front of other customers, she continued to criticise The Band Room. She did not come in to simply comply with the terms of her contract, bring the account current and proceed with her child’s music education; she came in to punish us. There was a fairly heated exchange of words, and it became obvious that the best thing to do was to simply refund ALL of the money she had **id so far and be done with the situation. Customer did not say “fine, I want refunded for everything I **id.” That decision was made by the Senior **rtner of The Band Room who had been listening to this verbal exchange and decided to put an end to it.Maybe customer can find a store that will have a different approach to severely delinquent accounts.It is true that The Band Room is the only music store in the local area that specializes in service to school band programs. We have survived for over thirty eight years by fair, honest and responsible service to our customers. As long as our customers are fair, honest and responsible with us, we have a happy relationship.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] is obviously denying that he laughed on the phone and treated me with disrespect. I was in the doctors office when the phone conversation was occurring and I had it on speaker phone and the nurse heard the whole conversation and even she was astounded by the way I was mistreated. I have since spoke to other people about the whole thing and they were not surprised. Other people are afraid to complain about them because they are the only music store in the area and this is how they would get treated if they tried and they have kids in band. Before we went to the band room we had people tell us to be careful and they over charge their prices. They took my right away to be able to file a complaint by kicking me out of the store. They kicked me out of the store because I wanted to complain. Yes, they would have been happy if I had just came in there with the rest of the **st due amount and not had said a word about complaining. The money that I came in there with I had borrowed from family. We got behind on everything because things arised and had 5 extra mouths to feed for a whole year. The other businesses we are behind on were willing to work with us. We have always had perfect credit until this unexpected thing happened and I was trying to explain why we fell behind but he blatantly did not care. We had every intentions to get caught up. I even told him that our finances are much better now. However, this turned out better because my son now has a Bundy clarinet and **id a fraction of what The Band Room charges. We got it up North in ** and the were astounded when we told them how much we were being charged for a Buffet. They did not offer to refund the money, they asked me to leave and I said what about what I just **id today." and [redacted] said "I will refund it" then I said "OK your going to refund everything I **id." They said "fine, and I do not want you to return, I just want you out of the store."
Regards,
[redacted]
[redacted] November 28, 2014BBC Complaint ID [redacted] On August 28, 2013, Customer entered into a “Rental Purchase Agreement” with The Band RoomThis contract was for the acquisition of a clarinet for her middle school child for use in beginning bandThis program for beginners is a straight forward plan to accommodate the eventual purchase of an expensive instrumentThe plan includes the option to return the instrument for any reason, i.e., the student quits band, the customer moves from the area, or is unable to make the **ymentsOtherwise, a monthly **yment is required.The account in question has a history of erratic **ymentsThe monthly **yments were due on the first of each month, beginning October 1, The following is a history of this account:Oct16, October 1st **yment.Dec30, November 1st **yment.Feb12, December and January **yment.This left the account due for February 1, 2014.Between October 11, and March 21, 2014, ten letters were sent to customer as a reminder of the **yments dueAs you can see, customer made some response to these lettersAfter March 21, 2014, no more letters were sent to the customerOn September 13, this account was turned over to a collection agencyThe agency made five contacts, the last of which was on November 13, After the **yment made on February 12, 2014, there was no response or contact from the customer.Around the 15th of November, customer brought the clarinet in for re**irOn November 25th, customer called to enquire about the status of the clarinetWe informed the customer that the account was ten months **st due and that it would have to be brought current before the clarinet could be returned to the customerCustomer gave a long explanation about why she had not made the **ymentsThese reasons did not change the fact that the account was ten months **st due, and this was the first time the customer had contacted The Band Room about the accountIf the clarinet hadn’t needed re**ir, I don’t know if this contact would have occurredDuring the course of this conversation, the customer agreed to **y four **yments and late charges for a total of $I informed her that the account would still have to be current before she could get the clarinet backShe said that she could bring it current by Dec15th.Later that day, customer came to the Harker Heights location with cash to bring the account currentIf that had been all she came to do, things would have gone much differentlyShe immediately declared that she wanted our “corporate number” so that she could report us for our treatment of herShe proceeded to accuse me of laughing at her over the phoneI did not laugh at herIn the course of the phone conversation in question, it became obvious to me that the customer was refusing to understand our positionShe wanted us to let her have the clarinet back with six months **yments still **st due; and by the time she would be able to **y, the December 1st **yment would also be dueBased on the history of this account, I had no reason to give the clarinet backHer tone became accusatory and belligerent and my reaction may have sounded to her like I was “laughing at her.” I was bewildered by her attitudeThe phone conversation ended on that tone.While she was in the store, in front of other customers, she continued to criticise The Band RoomShe did not come in to simply comply with the terms of her contract, bring the account current and proceed with her child’s music education; she came in to punish usThere was a fairly heated exchange of words, and it became obvious that the best thing to do was to simply refund ALL of the money she had **id so far and be done with the situationCustomer did not say “fine, I want refunded for everything I **id.” That decision was made by the Senior **rtner of The Band Room who had been listening to this verbal exchange and decided to put an end to it.Maybe customer can find a store that will have a different approach to severely delinquent accounts.It is true that The Band Room is the only music store in the local area that specializes in service to school band programsWe have survived for over thirty eight years by fair, honest and responsible service to our customersAs long as our customers are fair, honest and responsible with us, we have a happy relationship.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: [redacted] is obviously denying that he laughed on the phone and treated me with disrespectI was in the doctors office when the phone conversation was occurring and I had it on speaker phone and the nurse heard the whole conversation and even she was astounded by the way I was mistreatedI have since spoke to other people about the whole thing and they were not surprisedOther people are afraid to complain about them because they are the only music store in the area and this is how they would get treated if they tried and they have kids in bandBefore we went to the band room we had people tell us to be careful and they over charge their pricesThey took my right away to be able to file a complaint by kicking me out of the storeThey kicked me out of the store because I wanted to complainYes, they would have been happy if I had just came in there with the rest of the **st due amount and not had said a word about complainingThe money that I came in there with I had borrowed from familyWe got behind on everything because things arised and had extra mouths to feed for a whole yearThe other businesses we are behind on were willing to work with usWe have always had perfect credit until this unexpected thing happened and I was trying to explain why we fell behind but he blatantly did not careWe had every intentions to get caught upI even told him that our finances are much better nowHowever, this turned out better because my son now has a Bundy clarinet and **id a fraction of what The Band Room charges We got it up North in [redacted] and the were astounded when we told them how much we were being charged for a BuffetThey did not offer to refund the money, they asked me to leave and I said what about what I just **id today." and [redacted] said "I will refund it" then I said "OK your going to refund everything I **id." They said "fine, and I do not want you to return, I just want you out of the store." Regards, [redacted]
Initial Business Response /* (1000, 5, 2017/03/09) */
This individual purchased a coupon thru a third party vendor called to set appointment for service to be performed and informed our service department that it was a classic vehicle and that he would have to drive vehicle into service facility,
unfortunately insurance regulations do not allow that which was explained to individual and third party vendor gave full refund in timely manner
Initial Business Response /* (1000, 12, 2015/09/09) */
We sold a vehicle to [redacted] on April 4th, 2015. The vehicle was sold "As-Is" with no warranty. On June 2nd, 2015 [redacted] called us that there was a problem with the vehicle accelerating. The vehicle was towed to our shop and we diagnosed a...
problem with the cruise control free of charge. On July, 10th, 2014, [redacted] came by the dealership and stated to me that she was scared of driving the vehicle after the problem with the cruise control and asked me if there was a possibility to return the Mercury and for her to purchase a different vehicle. I showed her a 07 Jeep Compass that we had bought a day before. I told [redacted] that it would be a couple of days before the vehicle would be ready to be sold. On, July 13th,2015 [redacted] came by the dealership together with her dad to purchase the 07 Jeep Compass. [redacted] was not able to proof her income according to guidelines from the lender so I asked her father if he would be willing to be on the contract with [redacted] in order to get financed for the vehicle to which he agreed to. It is common practice in Missouri that the person with the higher income is listed in first place on the contract.
For security purposes, we do not keep any of the titles at the dealership. As soon as a vehicle sells, we call the bank which will mail us the title in a matter of days. I will call the customer immediately after the title was received at the dealership so the customer can pick up the title. After the title was received, [redacted] was called a total a thirteen times that her title was ready to be picked up. The phone was never answered and messages were left whenever it was possible. [redacted] did not respond to the phone calls or messages left on her voicemail.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]November 28, 2014BBC Complaint ID [redacted]On August 28, 2013, Customer entered into a “Rental Purchase Agreement” with The Band Room. This contract was for the acquisition of a clarinet for her...
middle school child for use in beginning band. This program for beginners is a straight forward plan to accommodate the eventual purchase of an expensive instrument. The plan includes the option to return the instrument for any reason, i.e., the student quits band, the customer moves from the area, or is unable to make the **yments. Otherwise, a monthly **yment is required.The account in question has a history of erratic **yments. The monthly **yments were due on the first of each month, beginning October 1, 2013. The following is a history of this account:Oct. 16, 2013 October 1st **yment.Dec. 30, 2013 November 1st **yment.Feb. 12, 2014 December and January **yment.This left the account due for February 1, 2014.Between October 11, 2013 and March 21, 2014, ten letters were sent to customer as a reminder of the **yments due. As you can see, customer made some response to these letters. After March 21, 2014, no more letters were sent to the customer. On September 13, 2014 this account was turned over to a collection agency. The agency made five contacts, the last of which was on November 13, 2014. After the **yment made on February 12, 2014, there was no response or contact from the customer.Around the 15th of November, customer brought the clarinet in for re**ir. On November 25th, customer called to enquire about the status of the clarinet. We informed the customer that the account was ten months **st due and that it would have to be brought current before the clarinet could be returned to the customer. Customer gave a long explanation about why she had not made the **yments. These reasons did not change the fact that the account was ten months **st due, and this was the first time the customer had contacted The Band Room about the account. If the clarinet hadn’t needed re**ir, I don’t know if this contact would have occurred. During the course of this conversation, the customer agreed to **y four **yments and late charges for a total of $231.00. I informed her that the account would still have to be current before she could get the clarinet back. She said that she could bring it current by Dec. 15th.Later that day, customer came to the Harker Heights location with cash to bring the account current. If that had been all she came to do, things would have gone much differently. She immediately declared that she wanted our “corporate number” so that she could report us for our treatment of her. She proceeded to accuse me of laughing at her over the phone. I did not laugh at her. In the course of the phone conversation in question, it became obvious to me that the customer was refusing to understand our position. She wanted us to let her have the clarinet back with six months **yments still **st due; and by the time she would be able to **y, the December 1st **yment would also be due. Based on the history of this account, I had no reason to give the clarinet back. Her tone became accusatory and belligerent and my reaction may have sounded to her like I was “laughing at her.” I was bewildered by her attitude. The phone conversation ended on that tone.While she was in the store, in front of other customers, she continued to criticise The Band Room. She did not come in to simply comply with the terms of her contract, bring the account current and proceed with her child’s music education; she came in to punish us. There was a fairly heated exchange of words, and it became obvious that the best thing to do was to simply refund ALL of the money she had **id so far and be done with the situation. Customer did not say “fine, I want refunded for everything I **id.” That decision was made by the Senior **rtner of The Band Room who had been listening to this verbal exchange and decided to put an end to it.Maybe customer can find a store that will have a different approach to severely delinquent accounts.It is true that The Band Room is the only music store in the local area that specializes in service to school band programs. We have survived for over thirty eight years by fair, honest and responsible service to our customers. As long as our customers are fair, honest and responsible with us, we have a happy relationship.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] is obviously denying that he laughed on the phone and treated me with disrespect. I was in the doctors office when the phone conversation was occurring and I had it on speaker phone and the nurse heard the whole conversation and even she was astounded by the way I was mistreated. I have since spoke to other people about the whole thing and they were not surprised. Other people are afraid to complain about them because they are the only music store in the area and this is how they would get treated if they tried and they have kids in band. Before we went to the band room we had people tell us to be careful and they over charge their prices. They took my right away to be able to file a complaint by kicking me out of the store. They kicked me out of the store because I wanted to complain. Yes, they would have been happy if I had just came in there with the rest of the **st due amount and not had said a word about complaining. The money that I came in there with I had borrowed from family. We got behind on everything because things arised and had 5 extra mouths to feed for a whole year. The other businesses we are behind on were willing to work with us. We have always had perfect credit until this unexpected thing happened and I was trying to explain why we fell behind but he blatantly did not care. We had every intentions to get caught up. I even told him that our finances are much better now. However, this turned out better because my son now has a Bundy clarinet and **id a fraction of what The Band Room charges. We got it up North in ** and the were astounded when we told them how much we were being charged for a Buffet. They did not offer to refund the money, they asked me to leave and I said what about what I just **id today." and [redacted] said "I will refund it" then I said "OK your going to refund everything I **id." They said "fine, and I do not want you to return, I just want you out of the store."
Regards,
[redacted]