Complaints

This profile includes complaints for Moose Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moose Group, LLC

  1323 Butterfield Rd Ste 122 Downers Grove, IL 60515-5620

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  Moose Group, LLC

  5250 Old Orchard Rd Ste 300 Skokie, IL 60077-4462

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Product 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.

  On October 10, 2024, I was persuaded by a representative of Moose Group, LLC to purchase a Rainbow vacuum system for $3,438.25, financed through a plan with a finance charge of $1,287.47 at an APR of *****%, totaling $4,725.72. During the transaction, I was misled into believing payments would be made via my debit card on a monthly basis. I was not informed that I was signing a financing agreement or given clear terms.The next day, I decided to return the product under the ************************* (***) Cooling-Off Rule, which allows cancellations of in-home sales within three business days. I called their office to initiate the return but was repeatedly told no one was available to assist me and asked to call back later. Despite multiple attempts over the next two days, I received no ******* further resolve this, I drove from *******, *********, to their office in *************, ********. Upon arrival, I was dismissed and told no one could assist me with the return. This delay tactic clearly prevented me from returning the product within the three-day ********* a senior citizen, I believe the business acted in bad faith by obstructing my attempts to cancel the agreement and return the product. Their actions are unethical and violate consumer protection laws, including the *** Cooling-Off ******* a resolution, I request the following:1.A full refund of $3,438.25.2.Cancellation of the financing agreement and removal of all financial obligations.3.Clear instructions on how to return the product at no cost to me.Thank you for your attention to this issue. I look forward to your prompt response.

  Business Response

  Date: 12/10/2024

  Good day,
  Thank you for bringing this matter to our attention and allowing me the time to gather the necessary information.

  
  ******** Cauliflower claims she was unaware that she was entering into a monthly payment agreement. However, I have attached verification audio from her conversation with the finance company, in which she clearly agrees to and acknowledges the terms. This directly contradicts her current statements. Additionally, all relevant documents, including the invoice and the finance company contract, explicitly outline the procedures for canceling the agreement and initiating a return.

  
  The customer has not returned the machine (and is no longer eligible to do so), and she is also disputing her $200 down payment. It appears she may be experiencing buyers remorse after the allowed return period had passed. As a company, we provide opportunities for customers in similar situations to earn through referral programs.
  I trust that the evidence submitted will clarify and resolve any claims against Moose Group LLC.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22648121
  
  I am rejecting this response because:
  

  While evidence of an audio conversation was provided, it does not address the central issue: I was deliberately obstructed in my attempts to return the product within the three-day cancellation period as permitted under the *** Cooling-Off Rule.
  
  The day after the transaction, I decided to return the product and contacted the office multiple times during the three-day return window and each time I was told that no one was available to assist me and that I should call back later. Despite my repeated efforts, the representatives did not provide any clear instructions on how to proceed with the return. Again, I reiterate that I am a senior citizen and simple acts of kindness such as assistance in matters like this helps a lot, and avoids us having these kinds of conversations. 
  
  As mentioned before, I drove to the office in *************, ********, before the cancellation deadline to return the item. So yes, I tried to return the machine in even person at their office, and despite this effort, I was dismissed, and no assistance or clear instructions were provided on how to return the product after the fact. This demonstrates a clear tactic to delay my request until the return window expired. 
  
  Additionally, I want to address the signing process. The invoice or contract was signed via a mobile device, where I could not view the document to read or understand its terms. It was not presented to me properly as I was just asked to sign blindly. This lack of transparency further compounded the situation and prevented me from making an informed decision about the purchase. Not having a physical copy of anything signed, which contained return instructions does not help me at all. To this day actually, a copy of the invoice has not been sent to me by mail, so I wouldn't have an idea on the proper protocol to return the item until after the window expired. 
  
  It is evident that your companys actionsdelaying my attempts to return the product and not providing clear instructionswere deliberate and in bad faith. Once again, I respectfully request:
  
  A full refund of $3,438.25.
  Cancellation of the financing agreement and removal of any financial obligation.
  Clear instructions for returning the product at no cost to me.
  If this issue is not resolved promptly, I will escalate the matter with the ***, my state Attorney General, and other regulatory bodies. I urge your business to take responsibility for these practices and resolve this matter fairly.

  
  Sincerely,
  
  ******** Cauliflower

  Business Response

  Date: 12/16/2024

  Thank you for sharing your detailed concerns regarding the return of your product and the associated challenges. I understand that this matter has caused significant frustration, and I truly regret the experience youve described.
  After reviewing your account and the evidence provided, Id like to address the points raised:
  Contacting the Office During the Return Window
  You mentioned contacting our office multiple times within the three-day cancellation period but being unable to reach someone to assist with your return. I apologize if this created a perception of obstruction, but I would like to clarify that our records indicate that these days coincided with a national holiday when our office was closed. However, our contracts and documentation clearly outline the cancellation process and provide alternative instructions to initiate a return, even when the office is closed.

  Invoice and Documentation
  I understand your concern regarding not receiving a physical copy of the invoice at the time of purchase. To ensure transparency, all documents, including the invoice and financing contract, were sent electronically to the email provided. These documents outline the return instructions, cancellation period, and the necessary steps to follow. We also conducted a verification call at the time of the transaction, during which the terms and conditions, including the three-day cancellation period, were explicitly reviewed.

  Attempted In-Person Return
  While I acknowledge your effort to visit our Downers Grove office to return the product, our records show this visit occurred after the three-day cancellation period had expired. I understand that this may have been frustrating, and I apologize for any confusion surrounding the timing.

  Signing Process
  Regarding your concern about signing the contract on a mobile device without having the opportunity to review it in detail, Id like to reiterate that the verification call was designed to ensure that the terms were clearly communicated before the agreement was finalized.
  I understand your frustration, and I regret that you feel our processes were not supportive during this situation. While we believe we acted in accordance with the agreed-upon terms, we are committed to finding a fair resolution.

  To address your request, Id like to propose the following steps:
  I will personally ensure that all documentation regarding the transaction is resent to you for your review.
  While we cannot process a full refund as requested due to the outlined terms, we can explore alternative resolutions.
  Please let us know if these steps align with a potential resolution. If not, we remain open to further dialogue to reach a satisfactory outcome.
  
  Thank you again for your patience and understanding as we work to resolve this matter.