Complaints

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• Initial Complaint

  Date:26/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has "changed" its company policy on multiple account based solely on the benefit of the company
  
  This store manager has **** on multiple occasions
  
  This store manager has told me as a consumer "I am done with you" and proceeded to block me from contacting them
  
  I feel this company has put me in a corner and is forcing me to pay for something I should not be paying for
  
  I believe I was contacted by someone "pretending" to be the vice president of the company and wasn't.
  
  I need assistance to come to a resolution for my own financial stability
  
  Have witness to their "company policy" changing

  Business Response

  Date: 04/05/2023

  Re:
  Complaint #
  19976484
  To
  Whom it May Concern,
  
  We
  are in receipt of the complaint noted above and provide the
  following:
  
  I
  have been the Store Manager at the easyhome store in Guelph, ON since
  January 2, 2023. Prior to my arrival here, there were two previous
  managers and several employees that were affiliated with this account
  and the ongoing Customer payment issues dating back to 2021.
  
  Regarding
  the Customer’s reference to, "changed company policies",
  please note that we have neither changed our policies nor the lease
  agreement, and the expectations have remained the same. This
  Customer has been reminded of her obligations and the Company’s
  rights under the lease agreement that she signed which include, but
  are not limited to:
  
  Per
  Section 2. E of your signed lease agreements: LATE PAYMENT. If each
  periodic payment is not paid in full on or before the required date,
  then the lease agreement will be terminated automatically.
  
  Per
  Section 5. of your signed lease agreements, we (the Company) have
  the right to TERMINATE your lease agreements at any time given 30
  days written notice.
  
  The
  Customer has consistently not made her payments on time, and later
  offering to make a payment 30 to 60 days past the due date. On
  numerous occasions we advised the Customer that her payments must be
  made on time and failure to do so will result in the product being
  picked up and the account terminated, which we have attempted to do.
  
  The
  Customer is correct that we ceased communicating via ********
  ********* as there are many other avenues for her to contact us, such
  as calling the store, sending an email to the store, or even a text
  message. We have also sent our drivers to the Customer’s home to
  speak to her about her past due account and to retrieve the products
  on lease.

  
  Regarding
  the message sent to the Customer, the exact message was, "If the
  PS5 IS NOT RETURNED ON FRIDAY YOU WILL BE SENT TO LEGAL DONE WITH
  YOUR GAMES! " Sent at 12:29pm Tuesday, February 28, 2023, after
  a lengthy and frustrating debate with the Customer regarding chronic
  late payments and her account in arrears.
  
  As
  it stands to date, the Customer has made only six on time payments on
  an account that has required 22 regular payments. All six payments
  made on time were made in the first six months the account was open.
  Beyond that, the Customer’s payment history reflects payments after
  the due date of three days upwards of 60 days past due. We have
  attempted to work with the Customer to allow her to continue to keep
  the product by moving the outstanding payments to the end of her
  term. This is an accommodation that we made for the Customer to
  assist in getting her back on track with her payments, with no
  success.
  
  Please
  note that since this complaint was filed, the Customer has been in
  contact with the Store regarding a payment plan and returning the
  product.
  
  We
  are willing to continue to work with the Customer within reason so
  long as the Customer meets with us at our Guelph or Orangeville
  location in person to sign the required paperwork. Notwithstanding,
  the Customer will need to abide by the terms and conditions of the
  new/updated lease agreement including payment due dates and on time
  payments, otherwise the lease will be immediately terminated, and our
  product picked up.
  
  Upon
  request, we would be happy to provide the history of this Customer’s
  account in full back to 2021 as well as a copy of the lease
  agreements to which the Customer has signed.
  
  Thank
  you for the opportunity to address this complaint. Feel free to
  contact us for additional information.
  
  
  Yours
  truly.
  
  
  1748271
  Ontario Inc.
  o/a
  easyhome
  
  M.
  T.
  Store
  Manager