Complaints

This profile includes complaints for De Lage Landen Financial Services, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  De Lage Landen Financial Services, Incorporated

  1111 Old Eagle School Rd Wayne, PA 19087-1453

• 

  De Lage Landen Financial Services, Incorporated

  PO Box 41602 Philadelphia, PA 19101-1602

• 

  De Lage Landen Financial Services, Incorporated

  8001 Birchwood Ct Johnston, IA 50131-2889

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:11/10/2023

  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.

  We used online banking, as we do every month, to pay DeLage for their Inv. #********, in the amount of $351.44. The following month's statement showed that invoice unpaid, so I printed a copy of the cancelled check and, after talking to their customer service, emailed that copy to them. After researching the situation, they tell me that they bank at ***, not ***** *****, which appears to be true, and that they are not able to apply this payment to our account. They use a check processing company, which means that their check processing company misapplied this check. We are out that money, as it has already come out of our checking account. It should be up to their check processing company to determine who they gave this money to. Neither we nor ************* can do that for them, but they are disavowing any knowledge of where these funds ended up. We are going to process a claim with our bank - ******** - to try to get those funds back but, again, it's not our responsibility. We sent the check to the correct address - P.O. Box *****, Philadelphia, PA, *****-**** and they obviously received and deposited the check. How do we get our $351.44 back?

  Business Response

  Date: 12/07/2023

  December 7, 2023

  Dear *** *******:
  

  Complainant entered into a Value Lease Agreement with ******* ******** ******* on October 20, 2021, a copy of which is attached, and said Agreement was later assigned to De Lage Landen Financial Services, Inc. (“DLL”).
  

  Complainant states that they used online banking to make payment on Invoice ******** in the amount of $351.44.
  

  The attached receipts history shows that payment for this invoice was made via our online Payer ******* system and was applied on November 22, 2023. Therefore, I don’t understand the Complainant’s issue.

   For further information, and contrary to complainant’s statement, DLL’s records show that most of the customer’s payments were made by check and not online banking, except for a few payments. Complainant contradicts herself in the complaint by stating they used online banking to make the payment, but later state they sent the check to the correct address and that we received and deposited the check. So did claimant send payment via online banking or by check?

  DLL worked with complainant and researched the issue. We advised that we did not receive a check for this invoice. Claimant’s bank sent us a copy of a check that was meant for DLL but was ultimately cashed by ***** ***** ****. This means that the check was not received at DLL or our bank, ***, and we could not have deposited the payment. As noted in the complaint, DLL banks with PNC but we do not use a “check processing company”. The PO Box ***** is a lockbox service provided exclusively by PNC, which means that if the check had been delivered there, it would have been deposited to a PNC bank account.

  If payment was originally sent by mail, complainant is ignoring the fact that mail delivery is not 100% guaranteed and that theft or delivery errors are a possibility. DLL  recommended that claimant file a check fraud claim with their bank since the check was either delivered to the wrong address or stolen.

  Ultimately, since DLL did not receive the check, and since we do not bank with ***** *****, we do not have the ability to refund or credit the account as they expect. DLL would nonetheless be happy to complete any forms the customer’s bank may require that are of the nature of DLL confirming we did not receive the check.

   Nevertheless, our records show the invoice was paid. Please do not hesitate to contact me should you have any further questions. 

  Sincerely,

   Senior Paralegal

• Initial Complaint

  Date:11/08/2023

  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.

  We have paid all of our invoices in full, including January 2023. De Lage however shows a balance due on that invoice of $160.80. We have been in contact with them off and on since January. We have sent them proof of payment of that invoice and they would come back asking for proof of payment on another invoice. In July we finally got in contact with someone who we thought could help us (at least we were getting emails back) but that resulted in nothing. We are trying to cancel the contract and return the equipment but they won't let us until the payment issue is resolved. End of August/beginning of September we were in contact with another person. They requested proof of payment on multiple invoices, we sent that. Our last contact was October 20th and they advised that they are working on it and they will let us know. Currently the online account shows 3 outstanding invoices: Jan 2023 ******** $160.80 -proof of payment was provided, total invoice was $201.81- $170.85 paid with vendor credit 72294364cr, $30.96 paid via ACH direct to their account Oct ************* $212.94 -proof of payment was provided, paid via ACH direct to their account Dec 2023 ********* $212.94 (this is new and is in process for payment)Contract #******** They have dragged their feet for far too long on this matter and have no care to resolve it.

  Business Response

  Date: 12/05/2023

  December 5, 2023 
  

  Dear *** *******: 
  

  Complainant entered into a Lease Agreement with DLL on August 23, 2018. Claimant states that Invoice ******** was to be paid via a vendor credit but DLL has no knowledge of such credit. It is the customer's responsibility to resolve any issues regarding a vendor credit but DLL will agree to waive the payment due for that invoice. 
  

  We cannot agree to waive the amount due for Invoice ******** due in October as this is a renewal payment. Section 7 of Lease Agreement states that the term will be extended automatically for consecutive 60-day periods unless written notice is provided to us at least sixty (60) days but not more than one-hundred twenty (120) days before the end of any term. The original term of the contract ended on August 30, 2023 and accordingly, the cancellation letter was due by July 26, 2023. The letter was not received until August 30, 2023 and therefore, the contract is in renewal. 
  

  Claimant has two options to close out the contract: 
  1) Keep the Equipment - make payment in the amount of $1,204.05 by 12/14/2023 
  Payment due 1/1/2024 (covers December): will be waived (renewal)  
  Payment due 1/1/2023 (covers December 2022): $160.80 (Interim Rent) Asset Purchase: $975.00 
  Sales Tax: $68.25 
  

  2) Return the Equipment - make payment in the amount of $160.80 by 12/14/2023 
  Payment due 1/1/2024 (covers December): will be waived (renewal) 
  Payment due 1/1/2023 (covers December 2022): $160.80 (Interim Rent) 
  • Return Instructions will be issued upon payment. Asset must be returned by January 4, 2024. Shipping costs of approximately $500-900 are the customer's responsibility 
  • If the equipment is returned after January 4, 2024, billing will continue monthly 
  

  Please do not hesitate to contact me should you have any further questions. 
  

  Sincerely, 
  
  Senior Paralegal

  Customer Answer

  Date: 12/20/2023

  The answer we received was acceptable, however, it could have been answered in January when first asked about. It should not have taken almost a year to get a reason and solution. Unfortunately, we have since paid the amount but De Lage has still not credited it to our account. They will not accept our return of the machines until the bill is paid so we continue run in circles. This company is incompetent and has questionable business ethics. The longer they delayed the resolution the more we had to continue to pay for something we did not want.

• Initial Complaint

  Date:07/20/2023

  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.

  about 2 1/2 years ago we leased a copier from DE LAGE LANDEN FINANCIAL SERVICES. We were given a payment of $161.86 per month. However we were billed for extras like insurance that we did not need or ask for. When we inquired we were told we needed to show proof of insurance for the copier. We provided the proof several times, however the bill kept adding the insurance and late fees for not paying the insurance were also added to each bill. After calling again in February, we told, it's to late and too bad. We were told to pay the over $1000 in late fees and insurance that were adding up/ It should be known that we always paid the $161.86 on time every month. After the call in February, we made the decision to stop paying until this was corrected. Of course we received collection calls and we explained to the customer service rep why we stopped paying. They told us that the fees would be removed (both the late fees and the insurance fees and asked us to make a payment of 637.56 to bring the account current and all would be corrected. It turned out that on the next bill, the late fees and the insurance were still there. We also found out that they reported this to our business credit and may report it to our personal credit. We have stopped paying them and will not pay them another cent until both the extra fees and the negative reporting to **** and ********** are removed. Our account number is ********

  Business Response

  Date: 08/07/2023

  August 7, 2023

  Dear *** *******:
  

  Please be advised that DLL is in receipt of the above referenced complaint in which Complainant states that their monthly payment was $161.86 per month but that DLL billed them for additional items they did not need or ask for, such as insurance. The Lease Agreement, a copy of which is attached, shows the lease payment as $145.00 plus applicable taxes and further states that the Lease payment made be adjusted for up-front sales tax.
  

  Regarding the additional charges:
  • Section 1 of the Agreement states, “If a payment is not made when due, you will pay us a late charge of 5% of the payment of $10.00, whichever is greater”.
  • Section 6 of the Agreement states, “You will keep the Equipment insured against all risks of loss or damage”. It further states “If you do not provide such insurance, you agree that we
  have the right, but not the obligation, to obtain insurance against theft and physical damage, and add an insurance fee to the amount due from you, on which we may make a profit”.
  • Section 7 of the Agreement states, “You agree to pay when due, either directly or as a reimbursement to us, all taxes (including sales, use, and personal property).
  As shown above, the Lease Agreement specifically references the additional charges that could be added to the monthly payment (such as insurance, taxes and late fees), of which complainant is liable and should have been aware of since he signed the contract.
  Complainant also states that he provided DLL with proof of insurance but we continued to bill for same. Our insurance group advised that this is correct as the proof of insurance was incorrectly processed. The account has been adjusted and all open charges for insurance have been waived.
  Complainant further states that DLL negatively reported his company to their business credit and possibly personal credit agencies.
  Complainant made the decision, as stated in his complaint, to stop making payments on the account and therefore, complainant is in breach of the Agreement for failure to make payments. The Lease clearly states that it is non-cancellable and Section 2 states, “Your obligations are absolute, unconditional, and are not subject to cancellation, reduction, setoff or counterclaim”. Payments are due regardless of any dispute or pending issues. DLL previously sent this account to an agency to assist with collection of the past due amount but has since removed the account from the agency. Claimant has not made payments since early this year and DLL has the right to seek collection of the amounts due as well as report to credit agencies.  Complainant will continue to be contacted by DLL in an effort to collect the debt and resolve this matter. 

  Please do not hesitate to contact me should you have any further questions.

  Senior Paralegal 

  Customer Answer

  Date: 08/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Their response admits their mistake!  

  I stopped payment so that i could get their attention, after numerous phone calls to resolve the problem. 

  It took this complaint to get them to solve the issue, although no proof that the issue has been resolved has been presented as of yet. 

  I am perfectly willing to pay all back payments and continue my lease as agreed as soon as i get a bill with the proper amounts and adjustments. 
  Don't make me the issue, when this is all about your poor customer service. 

  Send me the new bill, remove the negative credit remarks and we are all good.

  Ball is in your court! 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/28/2023

  August 28, 2023

  Dear *** *******: 

  Please be advised that DLL is in receipt of Complainant's rejection to our response.  DLL admitted to its mistake and corrected it by removing those charges from the account.  Failure to make monthly payments, regardless of the reason, is a default of the contract.  

  The delinquent amounts due have been paid and the account is current.  Since the mistake was DLL's, we have requested that all negative credit reporting be removed for this account.  A copy of the email requesting same is attached for your reference.  

  We hope that this matter is now concluded.  Please do not hesitate to contact me should you have any further questions.  

  Sincerely, 

  Senior Paralegal

• Initial Complaint

  Date:06/25/2023

  Type:Order 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.

  I have a contract to lease a printer contract number. ************. I no longer need this printer and would like to end this contract. When i talk to De Lage one person tells me i can get a buyout number the next person says the contract is noncancelable. Never heard of this. I am getting the run around for them. I just want to end this no longer need the printer. ********************* ************

  Business Response

  Date: 06/30/2023

  June 30, 2023 
  Dear *** *******: 
  Claimant entered into a Cost Per Copy Agreement with De Lage Landen Financial Services, Inc. for the lease of a ***** **** printer/copier. The Agreement commenced December 21, 2022 and does not expire until December 20, 2027. Claimant states that he no longer needs the equipment and wants to cancel the contract. Immediately above *** *******'s signature on the Agreement, it clearly states, "You agree that this is a non-cancelable CPC agreement." 

  Since the contract does not expire until 2027, claimant would need to pay the remaining amounts due as well as any additional charges that may be due. Claimant called in to DLL on June 14, 2023 and spoke to a customer service representative who advised *** ******* needs to contact his original vendor regarding a buyout and provided the phone number. The vendor will provide the early buyout quote to the customer. 
  

  Please do not hesitate to contact me should you have any further questions. 
  

  Sincerely, 
  Senior Paralegal 

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair 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 February 14, 2023, 6 days ago, I entered in an agreement with De Lage Financial Services Inc,s **************, on a *** 770 Wide Format Plotter Contract #: ***-********, 60 month lease supplied by ************************** located at ********************************************************************************* **************. I informed them that we do high volume printing due to the nature of our business. The schedule deliver was late on arrival, because they informed us that the product needed updated with the latest firmware. We informed them that the plotter is broken and we cannot print more than one page without ink streaks all over the other plots which is unacceptable to state agencies we work with presently. We now have repeated asked them to remove the plotter from our premises, and cancel the lease since we are not losing money and our blue print production is down. At this point the situation remains unresolved and their vendor is not taking our calls.

  Customer Answer

  Date: 02/22/2023

  From: ******* ******* <*********************>
  Date: Wed, Feb 22, 2023 at 3:47 AM
  Subject: Re: Termination of Lease Agreement #: 500-50477666, BBB Complaint #:********, and return of 5D Architecture and Engineering, PLLC *** **** Plotter
  To: *********************** <*******************************>, ********************************* <*********************************>Cc: [email protected] <[email protected]>, ************* <******************>
  

  ****,

  Return our *** ****. I explained to you that we do high volume printing. I have correspondence with ****, that the reason the machine was delayed was that your office had to do firmware updates. This was never done before this broken machine got to our office. The printing software drivers have slowed down the office computers, that was installed on 2/13/2023. That *** *** is broken. We did not sign a lease for, and to receive a broken machine. You have until Friday to return our *** **** and remove, your broken machine from the premises. This process is a nightmare at this point, I am moving forward, and this is unfair to us. Our clients would not accept the prints from your machine. You gave us someone else's broken plotter, that you removed from another office, and did not have the common curtesy to follow up, and see if it worked, before you slept it over to our office. No body does business this way, this is insane. This explains, why the delivery of the broken machine was late. 

  Regards

  
  5D Architecture and Engineering, PLLC
  ******* ******************, P.E., SCT
  President / CEO
  ************************* SIDA Badging Supervisor

  PANYNJ|*****| Greater Niagara Falls DBE Certified

  *** DOB Site Safety Supervisor
  MTA *** Track Safety Certified
  FAA FTN: ******** - Small ***************** Systems Licensed Remote Pilot
  FAA FTN WAIVER - ******, " Operations Over Human Beings"
  ***/***/SUFFOLK COUNTY MBE Certified
  PANYNJ MBE* SBS Certified
  DASNY MBE Certified
  *** Certified ************************* (License #: *******
  ******* & ** Certified
  *** *********** Superintendent Certificate
  *** General Contractor ( License # *******
  *** Certified Expeditors ( NYCDOB  Barge #: ******)
  5D Architecture and Engineering, PLLC
  *********************************************

  Queens ** 11563
  P. ************ ******** **** *** F. ************
  C. ************
  Email. *********************

  From: *********************** <*******************************>
  Sent: Wednesday, February 22, 2023 3:12 AM
  To: ******* *******
  Cc: [email protected]; *************
  Subject: Re: Termination of Lease Agreement #: ************, BBB Complaint #:********, and return of 5D Architecture and Engineering, PLLC *** **** Plotter

   

  ******************,

  
  

  It was only until yesterday that you told us that you were having issues with the machine which was delivered to you over a week ago.  We offered to send ************** yesterday and you refused.  This only came about when we reached out to you as the 2nd machine you ordered from us was scheduled and delivered to your location yesterday.  Before the delivery you and I spoke about the machine having lines on the copies and I told you we will take care of it. To that point you pushed on us to have the machine taken out of your premises and have it fixed and return it back when done or with another replacement it is not our normal practice as this was the first service call we received from you, and this is only when we called you for the 2nd machine delivery and installation to find out about the first machine.

  
  

  Again, I accepted all your conditions you and I both agreed.  When you received the 2nd machine yesterday and after full installation, you refused to sign the new paper work and told us unless we pick up the the first machine and cancel the lease then and only you will sign the lease agreement, which is totally unfair we had to remove the 2nd machine after a full day of making all the necessary arrangements and furthermore after speaking to you ahead of time.  You made us go through all that work and what we agreed upon, you refused to sign the paper work.

  
  

  We have not refused service as mentioned it was only until yesterday we found out that the machine required a service call.

  
  

  Please let us know when can we get a Technician over.

  
  

  Thank *********************************************************** Solutions Corp.

  Office: ************

  Mobile: ************

  
  

  Sent from my ******

  
  

  On Feb 22, 2023, at 12:01 PM, ******* ******* <*********************> wrote:
  
  

  Attn: De Lage Landen Financial Services, and ASR Office Solutions,

   

  See attached termination lease agreement letter, and BBB Bureau Complaint #: ********. Remove the broken *** *** plotter and return our *** **** plotter from our office within 48 hours, by 2/24/2023 from and to our office and billing address located at ***************************************************************************. Letters will be sent certified mail receipt to your offices. 

  Regards

  
  5D Architecture and Engineering, PLLC
  ******* ******************, P.E., SCT
  President / CEO
  ************************* SIDA Badging Supervisor

  PANYNJ|*****| Greater Niagara Falls DBE Certified

  *** DOB Site Safety Supervisor
  MTA *** Track Safety Certified
  FAA FTN: ******** - Small ***************** Systems Licensed Remote Pilot
  FAA FTN WAIVER - ******, " Operations Over Human Beings"
  ***/***/SUFFOLK COUNTY MBE Certified
  PANYNJ MBE* SBS Certified
  DASNY MBE Certified
  *** Certified ************************* (License #: *******
  ******* & 30 Certified
  *** *********** Superintendent Certificate
  *** General Contractor ( License # *******
  *** Certified Expeditors ( NYCDOB  Barge #: ******)
  5D Architecture and Engineering, PLLC
  *********************************************

  Queens ** 11563
  P. ***/***/***/ ******** Ext. ***
  F. ************
  C. ************
  Email. *********************

  Business Response

  Date: 03/10/2023

  
  
  March 10, 2023
  
  
  Dear *** *******:
  
  Please be advised that DLL is in receipt of the above referenced complaint.  Complainant states that the equipment is not working properly and therefore he refuses to make any payments and wants the contract cancelled.   DLL provided the financing only for the contract and is not responsible for the status of the equipment.   Furthermore, Section 2 of the Lease Agreement states “Your obligations are absolute, unconditional, and are not subject to cancellation, reduction, setoff or counterclaim.  Additionally, immediately above the Lessee’s signature, it states “You agree that this is a non-cancelable lease”.
  
  It is our understanding that the vendor, *** ****** *********, has been trying to resolve the issue with the Lessee but Lessee has been unwilling to work with the vendor and continues to demand that the contract be cancelled, which is not reasonable. 
  
  As noted above, and as agreed upon by Lessee when he signed the contract, the Lease is non-cancellable and all payments are due.  Failure to make payments will cause the contract to go into collections. 
  
  Please do not hesitate to contact me should you have any further questions.  
  
  
  Sincerely,
  
  ******* ******
  Senior Paralegal
  
  

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Invoice number ******** Due date: 10/01/2022 Contract Number: ******** Invoice date: 09/10/2022 I paid the termination and return shipment fees. The equipment is scheduled for return. I still receive invoices. This is a scam

  Business Response

  Date: 10/06/2022

  October 6, 2022 

  Dear *** *******: 

  Please be advised that DLL is in receipt of the above referenced complaint. Complainant states that he paid the termination amount and returned the equipment but has continued to receive invoices from DLL. The equipment return payment was applied on September 12, 2022. By this time, the invoice due October 1, 2022 (Invoice #********) had already been issued. Claimant contacted DLL on September 14, 2022 and advise the invoice had been received and we immediately voided it. No futher payments are due from claimant as the account has been paid off. 
  Please do not hesitate to contact me should you have any further questions. 
  Sincerely, 
  Melissa Q***** 
  Senior Paralegal

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  We are renting a color copier from *** ****. They use Lessee Direct for the payments. EVERY month they say our payment is late. It doesn't matter when I sent the check, they always say they received it after the due date. I call them almost every month. Last month's payment shows that they accepted the bill payment on our end, but Lessee Direct claims they never received it. In July I called and a representative, Ryan, found the payment and credited our account. in August the representative I spoke with said they don't have the money and I didn't pay it. I had my *** **** rep call them and work it out. They *** **** rep said they received my August payment. I tried to pay my bill for this month, due on 9/1, but when I go to my online account, there is not a way to pay it. You have to log onto another website to make a payment. However, that website doesn't recognize your log in or your contract number, so you cannot pay. I tried to call and make a payment, but they don't accept credit cards and they will only accept ACH, which takes 1-2 days to process. They told me I owed last month's amount as well, even though *** **** told me that Lessee Direct said they had the payment. And you cannot change the amount you want to pay. So, late again. No matter what you do, your payment is ALWAYS late. It smells like a scam.

  Business Response

  Date: 09/21/2022

  September 21, 2022

  Dear *** *******:

  Please be advised that DLL is in receipt of the above referenced complaint.  Claimant states that no matter when they make a payment it is always late.  A few general points before going into specifics:

  1) Our website does offer to change the amount you want to pay.

  2) An ACH payment takes 1 - 2 days to process from our website OR the phone system, but our system does by the date the payment was submitted, not the date it is pulled from our customer's bank account.  

  3)  If the customer has difficulty logging into their account, we offer "Make a One Time Payment on our website that does not require login information.  The customer also has the option to call our customer service line at 1-800-736-0220 and make ACH payments through the automated system OR have a live customer agent assist (M-F 8:30 am - 7:30 pm EST)

  4) Physical checks in the mail are cashed the same day it reaches our PO Box.  If checks are not mailed in a reasonable amount of time for us to receive payments by the due date, that falls on the customer.  

  5) The contract states that if a payment is not made by the due date, the account is subject to late fee(s).  

  Specifically, for the most recent payment, the customer initiated payment on September 2, 2022 through our Website, but the payment was due on September 1st.  The was also right before a holiday weekend and therefore the bank did not process the payment until September 6th.  Regardless, the payment was made after the due date.

  Attached is a list of all payments received, which includes the date on the check, date on the envelope, due date and date received.  Everything in red is a late payment.  We cannot account for delays due to USPS.

  Please do not hesitate to contact me should you have any further questions. 

  Sincerely,

  Melissa Q.

  Senior Paralegal