Complaints

• Initial Complaint

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I came inside Quality Home Mesquite on June 14 of 2023. I was lured inside this store because ***** the salesman who sold me a dining room, gave me a promotion of 1,500$. I was told I would only have to pay 1$ as a down-payment that day. I have attached documents that I received on that day as proof. I read their documents that day and it never mentioned anything regarding the store seizing my belongings. On December 15 of 2023 around 12pm, I called the store to ask for my balance that was due. I called 3 times, and 2 women answered the phone and told me my balance was 4,080$. I asked them why did my balance change so drastically without notice. To which they replied, "It's not our problem, you should have read the contract". I mentioned to them I never received a contract that day stating this, or a contract at all. A man picked up the phone after I asked for a better explanation, he spoke to me very hostile and only replied I had no other option but to pay them, if not the store's employees will come to my home and seize all my belongings without notice. This store isn't giving me a fixed price, every single time I call they change the balance on me. I mentioned to this employee I would have to dig in deeper regarding this furniture company because they lied to me regarding their prices, and now they are threatening me to pay a price we never agreed on. I was left feeling alot of distress and anxiety, I was preasurred into paying them after being threatened that day. I need to find a resolution to this problem, I asked them to pick up their dining table so I could get a refund. They declined to do so. I tried to access my account online, and I am denied access. So far i have paid: *******.

  

  Business response

  02/29/2024

  Hi ****,

  We are so sorry your experience hasn't been what you were expecting. Quality Home believes every person deserves respect and dignity, and strives to ensure all of our customers are satisfied with their entire experience. I think there was some confusion involving the financing company, and we have reached out to them and asked them to reach out to you to assist. Your dining set was financed with ******. Our team doesn't have access to see what your balance is with ******, just what the original total was on the contract. When you apply with ****** you provide your email address, and that is where they send the contract once it is approved. They don't provide that to us to hand out with the order, or after the fact. Our company also does not repossess furniture, and any balance due would be between ****** and yourself, nor can we take payments on their behalf. We hate to see you have a bad experience, and would love to offer you a discount on your next purchase, if you would like to ask for ***** our sales manager, next time you have a home furnishing need. 

   

  Thanks,

  Quality Home

  

  Business response

  03/01/2024

  As most retailers, we use various outside financing companies for large home furnishing purchases. Our salesmen do the selling, and our customer service does the qualifiying and financing for the consumer. We explain the types of financing offered and work to qualify the customer based on their credit situation. We offer several "90 day same as cash" lease to own providers, and we explain at the time of purchase that if it is not paid off in 90 days the cost of the financing based on a lease-purchase can double or more the purchase price. As mentioned in our response, we do not collect the payments, nor do we have any contact with the customer about their financing after the sale. As a company we do not go out and pick up the items for the finance companies.

  We have reached out to this financer and asked for assistance in this matter. We have had no other complaints to our knowledge.

  I am happy to speak with anyone at the BBB for further explanation.

  ****

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