ComplaintsforQuest Interiors

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early May, my husband and I contacted quest, requested financing and picked out what we we wanted for carpeting. We were told we were approved for $4500 and the job was going to cost us $3072. Our sales team member was polite and on top of things, stayed in contact for a bit and had us set with things. The carpet came in sooner than expected, the installation was fine other than not completing the hallway closet and being in our home until 10pm because they did not want to come back the next day. All was good, then I was contacted by ************************* regarding getting pictures of the job to complete the financing. Left a voicemail for him and it was two weeks before I heard back, I set up a time, ran home from work to be there, called and left him a Voicemail and contacted our sales person, she claimed she left me a voicemail that **** was not going to make it; however, I never received a message. No one has ever looked. Then some more waiting happened, I received a statement and got concerned as nothing had been completed as of yet. I was told to go onto power pay and set up an account, then all of a sudden we are now denied financing while this job was now already completed. This project never would have been completed hadnt it been for initially being approved as we were told. Again, waiting for answers, claiming we would be worked with, we were asked to find a co-signer, and if not they would see what else they could do. First, let me reiterate that we would not have requested this job be completed had it not been for being approved for financing. The inconsistencies in communication were awful. The waiting game of not knowing what we were supposed to do and any payment plan was getting stressful and concerning all while I kept being told to not worry. It is hard not to worry when a job has been completed and now the company has gone back and told you that you were denied. This will be paid in the next couple of weeks but this has been extremely disappointing.

  Business response

  07/27/2023

  We are very sorry for this unfortunate situation and the confusion it caused to ******************. This was a case of miscommunication and misunderstanding and Quest Interiors had no intentions of making this as difficult as it turned out to be. The new financing company, Power Pro, that we have a business partnership with, made mistakes in handling ******************** financing application and even though we made attempts to correct the situation, unfortunately that did not happen, and we apologize for that. We attempted to work with ****************** to accommodate her paying us in affordable monthly payments directly for her purchase without the financing option, but she elected not to do that. We again apologize and are very sorry for any inconvenience that ****************** experienced and are committed to not having a situation repeated like this again in the future with ****************** of any of our Quest Interiors customers. Please have ****************** contact us directly if there is anything else we can do for her. Thank you.

  ***********************

  Director of Marketing & Operations                                                                                                                                                                                                                                                                                                                              Quest Interiors

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No attempt to provide monthly payments were given. The request was for me to attempt to locate a co signer and reapply for financing. In turn, I decided to go a different route as I didnt have any other option to alleviate the stress caused by this matter.  
  
  Regards,
  
  ***************************

  Business response

  07/27/2023

  The request to reapply for financing came from Power Pay, the financing company. Quest Interiors was simply passing on the information to ******************. Maybe the offer to assist her with monthly payments directly to Quest Interiors wasn't stated clearly enough but that is still an option for her. Is that something she would prefer to do? Thanks.

  ***********************

  Customer response

  07/27/2023

  [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. I would like to know what the monthly payment and finance charges will be that they are going to be offering. 
  
  Regards,
  
  ***************************
  

  Business response

  07/28/2023

  I'm not quite sure why I'm responding to a rejection as the customer has agreed to our resolution? Anyway, we are happy to work with ****************** and to put together a payment schedule for her purchase. She needs to contact her Project Manager, *******************, who she has been working with, to complete the details. As far as we, Quest Interiors, is concerned, this complaint has been resolved and this will be our last communication in response. If you need anything additionally, please contact us directly. Thank you.

  ***********************

  Quest Interiors

*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. ↩