The negotiated and verbally agreed upon monthly payment was not honored and instead increased the payments over $25 a month.
We received an estimate for the cost of 15 windows for our home. The original financing offer from the Kraz finance team was a monthly payment in the low $200's for all but 3 of the windows. I explained that I wanted $150 per month and was not planning to go over that monthly payment amount. At that comment I was told that for $150 per month I could only get half of the windows. I politely said that it was OK, that we would think about it and maybe get the windows next spring instead.
I then, within a matter of a few minutes, received a second call from the **** finance team and he was still offering low $200's a month but this time for all 15 windows. I again reminded him that I did not want to go over my $150 per month budget and that it was OK to cancel our estimate and we would consider window replacement at another time.
I was VERY specific with the gentleman at ******* finance team that I did not want(nor could afford) to go over a $150 per month for the payments.
After a third phone call, again just a few minutes after the second one, the gentleman in Kraz's finance department stated that the Manager had gotten us approved for $150 per month, 0% interest for 60 months for all 15 windows. (This calculated to $9,000 for the windows.) I immediately accepted THIS verbal offer.
Later that day the Sales Rep came to our home to sign off on the invoice. The invoice stated an amount financed and the 0% for 60 months. It did not specify a monthly payment. My husband signed the agreement before I even made it home figuring that the 0%/60 months was what I had verbally negotiated and agreed to with ******* finance team.
My windows were installed on Saturday, July 18th. They are beautiful and the installers were fabulous.
On, Monday, July 20th I received my first statement from ***** ****** the financer of my windows. The bill does indeed have the 0% for 5 years but my monthly payment is $178.34. This is over the $150 per month maximum amount verbally agreed upon with the **** finance team.
I called this morning to speak to a manager. The lady that I spoke to said that he was in a meeting at the time but could she help. I explained what happened and her response was "well you got what was the best you could get". I told her "No, that was NOT what was quoted to me on the phone and what I agreed to pay."
She then proceeded to bring up the invoice that my husband signed. I pointed out to her that unless my spouse had pulled out a calculator and did a math calculation we would not have had any knowledge that what was being signed (with the 5 yr/0% detailed out) would have resulted in the larger payment then what was verbally agreed to.
At this point there is little that I can do, even if they gave me a credit of the $1,700 overcharge on the windows and even if I put that money down on my bill, it won't lower my monthly payment. I am stuck, for the next 5 years, with a payment that is $28.34 over my budget and although it may not seem like a lot, that is almost the same cost as one week of after school care for my child.
I feel that Kraz was decpective in their negotiations and was doing everything they could to just make a deal. If they couldn't deliver on what they verbally quoted then the finance guy should not have been allowed to offer the deal in the first place.
I expected **** to honor their original verbal agreement with me. I agreed to $150 for 60 months for the 15 windows installed. This amount totalled $9,000.00.
What I was charged was $10,700.00. I feel that even though I am ultimately going to be stuck paying more per month than I agreed to, **** should have honored our original agreement and refunded me the $1,700.
Instead, they are refunding me $90 for 3 months of the additional cost of my monthly payments. The manager said that they "lost" money on my deal and that they could have gotten me a lower payment but it would have been with a 9% interest rate and a revolving line.
Truthfully, Kraz didn't lose any money. They wouldn't have done the deal at all if that was the case. I am the one that after the 3 months and the "refund" they are giving is gone will be losing as I will be paying extra money for the next 4+ years on a deal that didn't honor what was verbally agreed upon.
I expected a much higher quality of treatment from Kraz. I am truly, truly disappointed in them. My husband and I had plans to use them in the future for fencing and other home improvement needs but now, I could never trust them again. A company's reputation and not always the cost is a factor when I choose services. It's a shame that **** doesn't value their reputation and that they would, maybe not totally intentional, scam their customers.
Contact Name and Title: Luis *** ***** GM
Contact Phone: XXX-XXX-XXXXx104
Contact Email: *****@krazman.com
The customer signed a contract with us on 06/13/15 for $12,695. On 6/17/15 we reduced the price of the contract by $1895 making the new contract price $10,800. Even though we agreed to reduce the price no work described in the contract was changed. The customer signed the amendment reducing the price. On that same day the customer signed 2 documents from ***** ***** **** authorizing and agreeing to the financing terms. It's clearly stated on both documents how the monthly payments are calculated. Furthermore, ***** ***** charged us $1765.50 to give the customer 5 years of no interest. We have bent over backwards to accommodate the customer. **** ************ emailed ***** ************ copies all the signed documents to prove our side.
Nothing. Actually we rescind our show of good faith offer of $90, as the customer did not show good faith by filing this meritless complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is again showing their level of unprofessional behavior for them to recind their offer of the $90 refund. As stated in my original comments, the verbal agreement that I accepted was for $150 for 5 years. **** did a bait and switch on me. As a consumer how would I be aware of what Wells Fargo was charging them. As I stated before, if they were losing money on the deal they should NOT have offered the verbally given terms.
Their offer of now nothing in the way of compensation for breaking our verbal agreement once again shows their integrity as a company. I guess ultimately I am a victim of believing in the reputation of a company that they would abide to a verbal agreement and not reading the "fine" line.