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Crest Financial Incorporated

Phone: +855-55-CREST View Additional Phone Numbers 61 W 13490 S, Draper, UT 84020 http://www.crestfinancial.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Crest Financial Incorporated meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Crest Financial Incorporated include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 63 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

63 complaints closed with BBB in last 3 years | 41 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 32
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 23
Total Closed Complaints 63

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Crest Financial Incorporated
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

BBB file opened: November 18, 2003 Business started: 03/24/2000 in UT Business started locally: 03/24/2000 Business incorporated 03/24/2000 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Financial Institutions
324 South State St Ste 201, Salt Lake City UT 84111
www.dfi.utah.gov
Phone Number: (801) 538-8830

Type of Entity

Corporation

Business Management
Mr. Clint Cowley, Owner Robert Coombs, President Mr. Bob Millerberg, Owner
Contact Information
Principal: Mr. Clint Cowley, Owner
Business Category

Consumer Finance & Loan Companies Accounting Services Taxes - Consultants & Representatives Financial Planning Consultants

Hours of Operation
M: 7:00 AM - 8:00 PM
T: 7:00 AM - 8:00 PM
W: 7:00 AM - 8:00 PM
Th: 7:00 AM - 8:00 PM
F: 7:00 AM - 8:00 PM
S: 9:00 AM - 5:00 PM
Su: Closed
These hours are for Customer Support. Retailer Support and Underwriting Support may have different hours.

Customer Review Rating plus BBB Rating Summary

Crest Financial Incorporated has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Advertise state,"Using Crest Financial is one of the easiest ways to build your credit! Get what you want, pay it off, and raise your credit. It's that easy." I've paid my account off in April, per the conversation I had with Alex because I didn't continue to pay as the terms stated and I paid it off early, it's not being reported as such.

Desired Settlement: I want my credit bureau updated in which I've been requesting to show that this account was paid off March 2015.

Business Response:

The customer paid off their account to take advantage of our 90 day buyout option. The customer did this by making one large final payment. That payment did not process the first time it was drafted due to insufficient funds. This resulted in a $27 insufficient funds fee. A week later, the customer made that payment again and that time the payment went through.

The customer had paid the amount necessary to take advantage of our 90 day buyout option, so we didn’t process any more payments and the account never entered a past due status, but the $27 fee kept the account from being closed as paid in full.

When the customer called in to complain (in June), about our credit reporting, we corrected the issue by waiving the fee and marking the account as paid in full. We have reported as such to the credit bureau Equifax.

We report on the 5th of each month for the two months previously. We reported on August 5 to Equifax for payments and status changes made in June. It may take a few months after that for any changes to be reflected in Equifax’s report and we cannot guarantee that it will show up at all. That is entirely up to Equifax. We report the information and they determine what they will do with it.

We encourage the customer to be patient and to continue to check her credit report. If she feels that Equifax is not accurately reflecting her credit situation, we encourage her to contact them directly.

Consumer Response:

 
Complaint: ********

I am rejecting this response because: when I called in March no on stated that I had a 27 fee balance remaining at that time. I was informed at that time because I called back in and made the payment the payment. The person whom I spoke with that the time informed me that usually they charge a return check fee but because I was paying the account off they will honor the amount. That was in Mar. When I called in June which was 3 months later, I was informed that the system didn't recognize the account being paid off and that's why it had not been reported that it had been. I was advised that I would get a letter in the mail stating such. However I have not received a letter since that time but I received an email the same day of the conversation stating that the account was paid off in MAR. I have attached a print screen of this email.

When I reviewed my credit bureau report in July I discovered that this was not updated so I waited until the middle of the month. I work for a bank and I know that whenever the billing cycle date is, there's supposed to be an update to the credit bureau reporting such. So I have no due date but giving the company almost a month to do so I thought would be fair enough. When I called in July, I was informed that I would receive a letter in the mail stating that the account was paid as agreed but that's not what I was asking for however that's what I received, again via email. After receiving the email I called back into the office the same day and that's when I spoke with Alex the supervisor there who said if I wanted to dispute it I would need submit my credit bureau report and then they will review my report and make the changes. I submitted a copy of my credit bureau with just their account information to so as such. I have also disputed this with Experian several times and each time this company has failed to update the accuracy of their report. The first time I disputed it was in May when they updated the information in June. I then called in June because it was wrong. I have disputed this again and I'm still awaiting a response. I should not have to continue to do this every month because they failed to acknowledge that this account was paid off in March.

To now state that it wasn't paid off is in contradictory of everything that I have received because I've attached the report that shows that they are still reporting a balance owed on this account. If I had owed 27 from March to June this should have reflected on my credit bureau report if they were updated it accordingly every month on the 5th as they've stated. I would like to have this matter resolved because right now its showing that I have an outside debt that I don't have and that I've been disputing since May with Experian and with the company since June that I paid off in MAR. This is from the credit bureau agency:

CREST FINANCIAL SERV
Other
Dec 17, 2014
Open - Current
No Missed Payments
$758


Sincerely,

Dashinka B*****

Business Response:

In our previous response, we were not attempting to claim that the customer was not paid off. We were merely trying to explain what happened. One of our agents made a small error and did not mark the $27 fee as waived in our system. This meant that our automatic credit reporting system did not accurately report the changed status.

We assure the customer that we have reported a correction to the credit bureau. In that correction, we reported that the customer was never past due and that the account was paid in full in March. That correction may take some time to show up in the customer’s credit report. We are not certified financial advisors and we cannot guarantee that the information will affect the customer’s credit report or score nor can we say when that information will appear.

Additionally, the customer keeps mentioning Experian. We DO NOT report payments to Experian. We report payments to Equifax. These are two separate credit reporting companies. They may share information, but we not influence Experian’s credit report in any direct way. Any changes may take longer to show up on Experian’s report (if at all).

Again, we apologize for our agent’s mistake. We have done everything in our power to fix this mistake. We encourage the customer to be patient in seeing changes to her credit report. We do not know how long it takes Equifax to process changes/corrections. We will send the customer a printed, physical letter stating her account is paid in full, at her request.

Consumer Response:  
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 because my credit report has finally been updated correctly.

Sincerely,

Dashinka B*****

8/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I brought a mattress and box spring from ***** ********* located in miamisburg oh. Everything was awesome until I relocated to Richmond va in February of this year I lost my job during the move. I changed my account info for the payment to come out of a different account. Which I did online. I was receiving emails that payment was successfully coming out. A few months down the road I receive harassing calls and emails about payment not being received. I have talked to a few of the customer representative in which I wanted to know what was going on I was informed that my account was pay due about 60 days and was in he whole for about $300. At that point in time I didn't have that kind of money so I asked if there was a payment arrangement I can setup to get caught up. I was told the only payment that can be made is the past due balance. I just wanted to split the payment into 2 payments to get caught up. The respresentative said I had to better than that he threaten me that one day I will come home with no furniture. I don't have a problem paying the past due to get catch up but now on my credit report it shows I'm 90 days past due.

Desired Settlement: I don't want to pay any late fees and I want my credit report to be corrected and the late payment removed.

Business Response:

According to our records, we didn’t have any problems with payments processing until a payment returned on March 22, 2015. We don’t have any record of the customer making any changes to her bank information. Our online system automatically records any changes to payment information made on our online customer portal. The customer never updated her banking information in our system. We were able to continue drafting automatic payments without issue until a payment returned on March 22, 2015 due to insufficient funds.

We called Ms. D********* several times and were finally able to speak with her on April 14. At that time, we explained that several payments had returned and we would need to set up other arrangements to make up those missed payments. The customer indicated that she understood and that she would call back after work to make those arrangements. She never called back.

We called several times again and left messages asking Ms. D********* to please call us back. She finally called us back on June 20. She said she would make payment arrangements and give us the correct banking information, but then hung up.

On July 23, a payment attempt returned with the reason that the banking information did not match an active bank account. At that time, we charged off the account.

Ms. D********* is currently past due by $****** and has a remaining balance of $********. We understand that the customer will most likely not be able to make up this past due amount all at once. Our recovery team will be best suited to work out a payment plan for the customer. If the customer can reach an agreeable payment arrangement with our recovery team, we can update our report to the credit bureau to reflect a settled status. Legally, this is the most we will be able to do regarding the customer’s credit report.

If the customer would like to make payment arrangements she can reach out to our recovery specialist. Call our customer service phone number, ************, and ask for Luis. Luis will also reach out to Ms. D********* to attempt to resolve the account in a mutually beneficial manner.

8/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid off a loan within 90 days, never late. However, my Equifax credit report shows the status as being a paid charge off which is absolutely false. I immediately contacted Crest Financial upon discovering this, however they were very unhelpful. I have filed 2 disputes with Equifax but results were unsuccessful. I have proof that I never paid late (which I provided to Equifax) the loan was paid off in 4 payments. I just need them to correct the Equifax file from their side to correctly reflect my payment history. this is currently having a very negative impact on my credit score.

Desired Settlement: I would really like for the business to correct my credit report asap. I have worked extremely hard to repair my credit and find it disheartening that a company can be so careless and disregarding with something as important as an correctly reporting accounts to the credit bureaus.

Business Response:

We apologize for the error. We report credit using an automated system. There was an error in our processing system. We alerted our IT department to the problem and they are addressing it. We submitted an individual correction to Equifax on August 3. At that time, we resubmitted information about the entire life of the lease. We corrected the information and listed the account as paid off. We cannot influence what happens after we submit the correction. It may take a few months for any changes to appear on the customer’s credit report.

Again, we apologize for the inconvenience. We are working to address the issue so it will not happen again and we have submitted a correction to the credit bureau. We urge the customer to be patient in waiting for that correction to appear on a credit report. In the meantime, we will send the customer a letter stating the account is paid in full at the customer’s request.

Consumer Response:  
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.

Sincerely,

Chante J******

8/10/2015 Billing/Collection Issues
8/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress from a store in Missoula Montana called Mattress by Appointment. Mattress by Appointment works with Crest Financial to set up payment plans, or in home layways. Matress by Appointment AND Crest Financial both advertise a $40 Down Payment to take home your purchase. A down payment by both definition (a part of the full price paid at the time of purchase or delivery with the balance to be paid later) and by general consumer standards is a portion of the total cost of the item. Crest Financial considers it an initial payment that does not go towards the cost of the goods. By calling it a down payment they are causing consumers to assume that the $40 will go to the purchase price. It does lay it out in the paperwork signed - the purchase price to get it with "no interest" is the total cost plus the initial payment. But it shouldn't be called a down payment.

Desired Settlement: At least I would like Crest Financial to stop advertising the $40 as a down payment if the money is not going towards reducing the total cost of the item. At best they should return the "down payments" to everyone who has paid them.

Business Response:

The exact marketing phrase the customer is referencing is “$40 down, take it home today.” We feel this phrase is more forthcoming than saying our leases are “$0 down” and then charging an application fee. We try to be as open as possible with our customers regarding all fees that could be incurred on the account. We include all possible fees in the lease agreement and are happy to explain them to any customer who calls in. The application fee goes toward our costs in processing and reviewing applications and approving customers.

As the customer said, the details of our $40 application fee are explained in the lease agreement. The lease agreements says, “The Initial Payment of $40 is due at the time of signing.” This is listed in large print of the first page of the lease agreement. We cannot control how the retailer promotes their financing options as retailers may offer other options whose features conflict with ours.

We are looking into phasing out that particular marketing phrase and thank Ms. W******* for her thoughts on the subject.

7/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got a loan to finance furniture from Crest financial. The ORIGINAL dates to pay were the 18th and the 2nd of each month. I called them on THE FIRST payment and said it needed to be moved to the 20th and the 4th and they said they would do that on the next cycle. The next payments were taken out on the 4 for the previous 2 because the 18th draft was not changed like they were to do and so I called them and they drafted both on the 4th. We went over it again on the phone that payments were to be on the 20th and the 4th and I got a confirmation on that. NOW they drafted AGAIN on the 18th which caused an NSF and they are trying to charge me Fee's for it and ITS THEIR FAULT! I called again and the girl refused to change it YET AGAIN. This company is ripping me off on purpose to get extra fee's when they clearly new and clearly changed the dates from the beginning yet refuse to follow it. I am NOT paying their extra fee's and I expect them to refund the NSF from my bank on this last draft as they did not follow the dates properly for the second time.

Desired Settlement: I expect the billing dates to be the 20th and the 4th as was agreed to from the beginning, drop the fee's they are trying to charge for this last draft that they took 2 days early AND refund me the 35 my bank charged me because of THIER error. I will attempt to resolve this without an attorney this one time.

Business Response:

Our lease agreement states that we can make changes to payments, but that we need at least 3 days’ notice to make those changes. This is explained in item 10 of the lease agreement and by agents any time a customer calls in requesting changes.

According to our records, this customer called in response to our welcome call on 6/11/15 to confirm her payment schedule. At that time, she confirmed that she wanted to keep her payments as initially set up and make additional payments to try to pay off early and take advantage of our 90 day buyout option.

It takes payments several days to process through our system and the customer’s financial institution. We begin processing payments early to ensure payments process through the customer’s bank on the correct day. This is why we require at least 3 days’ notice to make changes to a payment, including changing the date.

The customer called in again on 6/17/15, the day before her first payment was supposed to process. As our representative explained on the phone, we had already begun processing the payment and this was not sufficient time to make the requested changes.

There seems to be some confusion because the customer doesn’t understand the difference between semimonthly and biweekly payments. Semimonthly payments are taken out twice a month on the same dates every month (for example: the 1st and the 15th). On this schedule, there are 24 payments in a year. Biweekly payments are taken out every other week on the same day of the week (for example: every other Wednesday). This means that some months will have an additional payment and there are 26 payments in a year.

Because customers are set up on a 12 month lease with all finance charges added at the beginning of the lease, customers will pay the same total amount whether they are on semimonthly or biweekly payments. This means the semimonthly payments will be a little higher to absorb the difference in number of payments. We apologize that our representative didn’t properly explain this distinction on the phone.

Ms. S******* was originally set up with 26 biweekly payments, with payments coming out every other Thursday, as noted in the attached lease agreement. When she first called in to make changes to her payment schedule (on 6/11/15), our representative was going to change the account to semimonthly payments, but that would slightly increase each payment amount. The representative didn’t properly explain why the payments would increase so the customer said she didn’t want to change and the representative left the payment schedule as originally set up.

When the customer called in a second time, she spoke with a different representative. Ms. S******* told the representative that she wanted biweekly payments but wanted the payments pushed back two days. The rep did as requested and moved the payments back two days to come out every other Saturday with the next payment on July 4th. The representative said, “It’s going to be every other Saturday, is that correct?” Ms. S******* confirmed that was what she wanted.

We apologize for the confusion with our representatives, we have waived the fee that was the customer’s bank charged us as a result of the missed payment on the 18th, and we are also willing to refund any resultant bank fees. To do this, the customer will need to use the attached “Bank Fee Correction form.” She will need to take this form to her bank and get it filled out by a bank representative. The form also lists the other documents that need to be submitted with the form to process the refund. If the form is incorrectly completed or if we don’t receive the necessary documentation, it will halt the refund process.

As Ms. S******* is still within the first 45 days of her lease, we are happy to make changes to the payment schedule. We have switched her to semimonthly payments with payments coming out on the 4th and the 20th of every month. However, because she is switching from biweekly to semimonthly, the payments will be slightly higher.

On the biweekly schedule, each payment was $******. On the semimonthly schedule, payments will increase to $******. This means Ms. S*******’s bank account will be automatically drafted the amount of $****** on the 4th and 20th of every month with her next payment coming out August 4th and the final scheduled payment coming out on June 20, 2016.

We have already made this change in our system. If this is acceptable, the customer does not need to contact us again, although she is welcome to call and confirm. If the customer would like to revert back to a biweekly payment schedule or set up any other arrangements, she will need to call to make that change.

If Ms. S******* would like to pay off early to take advantage of our 90 day buyout option, she will need to call in and set up additional payments. Please note: Ms. S*******’s 90 day buyout option expires and will no longer be available after September 4, 2015. After that date, the customer will be responsible for the full lease amount with all finance charges.

Additionally, a payment scheduled for today, July 22, 2015, did not process and returned unpaid. This has put the account in a past due status for the amount of $***** and the account will remain as such until the payment is made up.

We have attached a screenshot of the customer’s payment schedule which shows all past and future payments as currently arranged. The customer can also view this information in their online customer portal.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told very clearly that I was entering into a rental transaction that I could end at any time by returning the iPads that I rented. I was expecting some money to come in and when it didn't I couldn't afford them any more. I called to set up a return, but they won't let me return without paying their return fee. Nobody ever told me about a return fee. The fee grows every day and I can only stop it from growing by returning the product...which they won't let me do! I have called three time and each time I get the same line about entering into a contract and I am legally obligated to pay. I wish I had the money to pay them, but I don't and the penalties are racking up because they won't let me return the product (which is states in the agreement that I should be able to do). Now they are threatening to report to Equifax. Well I was only a few days late when I asked for the return and their unwillingness to tell me how to do it is going to make me really late and hurt my credit. In fact, they told me that they would keep charging me even if I return the product to them! This stinks!

Desired Settlement: I want to do what the contract says I can do and return the merchandise and be done with them!

Business Response:

According to our records, this customer financed two iPad Air tablets for a total of $*****. This is the amount that we paid the retailer for the merchandise and this is the amount that the customer financed. This customer has already admitted that he gave us incorrect bank information that won’t ever have money for his automatic scheduled payments.

We do offer a return policy which is explained in our lease agreement. Items 7 and 8 of the lease agreement explain the minimum lease term and our termination policy. It says: “there is no minimum lease term, however, you are responsible for all fees and charges incurred to date plus a one-time payoff equal to the number of days you have maintained possession of the property multiplied by an equation equal to the amount of the next regularly scheduled payment divided by the number of days during that payment period…you may end this lease any time without penalty by returning the property to us in accordance with the directions we give you and paying us past due payments, minimum lease term payments, unpaid costs, fees, or charges, and any damage to the…property.”

This means that the customer needs to pay for every day that they have the merchandise. The difference between that pro-rated daily amount and the payments already made, becomes the returns fee. This is the only return policy in our lease agreement. This customer has not made any payments since they entered into their lease on June 22. This has made the returns fee higher than normal.

Returning the merchandise without paying the returns fee will not complete the returns process so we will continue to attempt collection on that return fee. Currently, (7/17/15) that fee is $******, but that fee would increase about $**** per day until the return fee is processed and the merchandise is sent.

We are willing to make an exception for this customer. We are willing to accept a return without a returns fee. If we receive the merchandise in acceptable condition, we will list the account as charged off and report as such to the credit bureau. We will not attempt any further collection on the account, including the returns fee. The customer would be responsible for the shipping costs of the return.

We strongly encourage the customer to ship the merchandise via first class insured mail to ensure that it arrives in good condition. If the merchandise does not arrive, even if it is sent, or if it is received in unacceptable condition, we will not be able to process the account as charged off and we will have to continue to collect on the account.

Consumer Response:  This is acceptable and I will mail the product back to them (with insurance) by tomorrow at the latest.  Thank you for your help resolving this matter.



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.

Sincerely,

William M****

7/16/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/15/2015 Problems with Product/Service | Complaint Details Unavailable
7/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They have take. Charges out of my account without my permission and then they change the amount without asking permission. They just withdrawal money without they feel its convenient. I would like my refund as I have disputed it with my bank twice and both times they have reversed because crest scam artist financial is saying its authorized. I want documentation showing that I authorized this amount and I want the product back because they reported on my credit $3000 for a $500 stereo. I want nothing to do with this company anymore. Send me the merchandise back and refund my money since you took it upon yourself to report to the credit agencies after I already returned it.

Desired Settlement: Refund of $163.65 Taken off my credit Returned the stereo if not of my credit Will hire lawyer if these don't happen

Business Response: We understand the customer’s frustration. According to our
records, the customer fell past due when a payment returned on February 5,
2015. On accounts that are listed as past due, we are authorized to draft
random payments in an attempt to bring the account to a current status. This is
authorized in Item 10 of the lease agreement signed by the customer. We have
attached a copy of the lease agreement.

According to our records and the lease agreement, the
customer financed $******** through Crest Financial. They financed an entire
sound system including the stereo, attachment cables, speakers, installment
kits and a DVD/CD Receiver with a touchscreen. The total amount financed, plus any
finance fees is the amount we report as a balance to the credit bureau Equifax.
We also report whether the account is up-to-date or past due.

Unfortunately, we aren’t able to take our reports off of a
customer’s credit. We report all payments to the credit bureau, but we can’t
guarantee that it will have any effect on their score or that it will show up
in a report. We have accurately reported the information to the credit bureau
so we cannot edit any previous reports.

The confusion seems to have arisen when the customer
attempted to return his merchandise, but didn’t properly follow our return policies.
He returned only one part of the merchandise. We also require customers to pay
a return fee in order to complete a return, which the customer did not pay
despite multiple requests and explanations. Our return policy is explained in
Items 7 and 8 of the lease agreement. It explains the minimum lease term and
the termination policy. It says:

“You are responsible for all fees and charges incurred to
date plus a one-time payoff equal to the number of days you have maintained
possession of the property multiplied by an equation equal to the amount of the
next regularly scheduled payment divided by the number of days during that
payment period…You may end this Lease at any time without penalty by returning
the Property to us in accordance with the directions we give you and paying us
past due payments, minimum lease term payments, unpaid costs, fees, or charges,
and any damage to rental property, excepting normal wear and tear.”

Because this is a lease, the customer is responsible for the
number of days they have had possession of the merchandise. This pro-rated
amount is reflected in the return fee. We understand this equation can be
confusing so when customers call in and request a return, we calculate their return
fee for them. We explained this fee to the customer and that the return will
not be valid until the fee and the entire purchase have been received.

Currently, we have
listed the account as “charged off” and “do not contact” so we will not contact
the customer or attempt to collect any more payments, including the return fee.
We consider this account closed. We can return
the part of merchandise we have received,
but we would hold the customer
responsible for all shipping costs, including insured post. We would also reopen
the account and continue to attempt payments and report to the credit bureau.
There may also be reinstatement fees and additional insufficient funds fees for
payments previously returned.

The customer has paid a total of $****** and currently has a
remaining balance of $********
(including fees) which we would continue to
collect if the customer chooses to reactivate his account. If the customer
wishes to reactivate his account and have the merchandise returned to him, he
can reach out to us at ************ and ask for the returns department.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

Robert J*****

I only became past due because crest financial did not put it in their system that I became past due and you can't just take whatever amount you want. That's FRAUD. This company STEALS AND LIES!  I was told two different amounts for return fees and I did not AUTHORIZE crest financial to deduct from the chase account. So, they took it upon themselves to STEAL money out of this account and then say I didn't pay the return fee. So now that the return fee has been paid and there is no balance I would like this taken off my credit or I will hire a lawyer and take this to court
The item was returned and the payment for $****** was paid. That is the amount I was told to pay so why is this on my credit report. I will dispute this with the bureaus! 

7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/3/15 this company used a card unauthorized to charge a payment that was not even due. The payment was paid in advance in March. When advised about this they apologized and said they would mark the card as invalid this caused me 35 dollars in fees at my bank. On 4/29/15 this company took a payment for 85 dollars on the new card given and it processed. I had set up a payment plan for 6/12/15 so I called to make sure it processed this company charged the invalid card for 178 and caused me an additional 35 dollar fee from my bank. At this point I am angry I spoke with supervisor shiyan who apologized and stated she did not know why they did this admitted fault however would not refund my bank fee.

Desired Settlement: Refund fees and take card out of their system

Business Response: As we explained to the customer over the phone, any payments
intended to replace future payments need to be scheduled with our customer
service reps, so they can make the necessary arrangements to cancel future
payments. Otherwise, our system assumes the payment is an additional payment to
take a step toward paying the lease off early.

The customer did not schedule the additional payment ahead
of time, so the regularly scheduled payments processed as agreed to in the
lease agreement. The customer called to complain about her first payment after
that payment had already begun processing, so we were unable to alter or stop
that payment. Our lease agreement explains that we require at least three
business days to make changes to a payment.

Once we understood that the customer wished that first,
larger payment to replace scheduled payments, we deleted the rest of the
payments up to the amount the customer had already paid with her larger payment.
We could not do anything about the payment that had already begun processing
except to offer a refund after the payment fully processed.

However, that first scheduled payment (that the customer was
complaining about from April 3, 2015) did not process. The customer informed us
that she initiated a “stop payment” through her bank. Due to this stop payment,
we received a $27 fee from the customer’s bank. Typically, we pass this fee on
to the customer. In Ms. S*******’s case, we made an exception and waived the
fee.

Per Ms. S*******’s request, on April 3, 2015, we marked her
bank account as unauthorized and have not drafted from that account since.  Instead, we drafted from the credit card
provided for payments.

Also on April 3, Ms. S******* added a credit card ending
**** through our online portal and listed it as the primary payment method on
her account. This is the payment we draft payments from unless we are
specifically told otherwise.

We next processed a payment on May 28, 2015. Ms. S*******
called in to make payment arrangements. Her account was past due and she wanted
to make up the past due balance. We advised her that she also had a payment regularly
scheduled for the next day (May 29, 2015). As a customer courtesy, we moved
that scheduled payment to the next scheduled payment date, June 12, so that she
would make a double payment then, rather than two payments in two days. The
agent then made final payment arrangements to process a payment for the past
due amount instantly over the phone.

We have listened to our recording of that call. Ms. S*******
provided a new credit card (ending in ****) for the past due amount and explicitly
stated the card was to be used for this one-time payment and not for future
payments. This meant that we would continue to use the credit card Ms. S*******
had listed as the primary card for all other payments.

That is why we used that primary credit card ending in ****
for the double payment scheduled on June 12, 2015. When Ms. S******* saw that
the double payment had processed to the primary payment card, she called to
complain that we were drafting payments from the wrong credit card. At that
time, she specified that she wanted the card ending in **** to be used for all
future payments. We have made that adjustment in our system. If Ms. S*******
would like a different card to be used for future payments, we encourage her to
call and make those changes before her next payment is scheduled to process on
June 26, 2015.

We will not be able to refund the customers bank fees as the
fees were not caused by an error on the part of our agents. We have already
waived fees traditionally charged to the customer for returned payments and
have worked with the customer on processing payments on a schedule that will
work for her.

We have attached a copy of Ms. S*******’s signed lease
agreement for your reference. If needed, we will send a copy of the recording
of the call referenced. We did not include it presently as it contains
sensitive customer information including credit card numbers and her social
security number. If needed, we will sensor the information and send the call. 

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 17, 2015 my husband and I purchased some furniture from ******* ***** in Southfield, MI. My husband and I decided that we he would try the 90-day same as cash option to cover the remaining balance for the furniture. The salesperson named Maila A******* asked my husband to electronically signed a document to give her the authority to obtain financing options with different financing companies. Maila informed us that Smart Sales & Lease approved my husband for the amount to cover the furniture balance. My husband signed the contract with Smart Sales and Lease, entitling this company to automatically withdraw three payments of $251.00 from our bank account. Our last payment was processed on June 15, 2015 to cover the entire balance of $753.00. My husband I made all three payments on time to ***** ***** *** * ***** leaving us with a zero balance. We thought everything was great until another company by the name of Crest Financial had started automatically withdrawing payments of $29.54 from our bank account on a weekly basis without our knowledge. Crest Financial had withdrew these payments on 5/29, 6/5 & 6/12, causing my bank account to be overdrawn with late fees. Because of this mistake I couldn’t pay my other important bills for that week causing other late fees on other bills. We tried calling Crest Financial and explaining to them that we already paid the balance of $753.00 with another financing company but they wouldn’t listen. We spoke with Shyiana from Saint Lake City location but she said the best that she could do is push the payments to another week. She informed us that she would not cancel the payments even though ******* ***** Furniture informed Crest Financial that they have no record of my husband going through Crest Financial. She even told us to return to the store and that is all she could do to at this point. She also informed us that she would not do anything until she got a special form from Scott or Kim from ******* *****. When my husband and I visited the store and asked form a Scott or Kim, we were informed that no one works there at the name. I knew then that Shyiana wanted the payments to continue. Representatives from ******* ***** Furniture tried explaining to them that we choose Smart Sales and Lease and that we paid them in full for the furniture balance. Crest Financial has been a nightmare and has caused my other important bills such as my car insurance to be late. My husband I refuses to pay the another balance of $753.00 to another financing company. Crest Financial company has dishonest workers that demonstrate unethical behavior. How dare this company try to make my husband and I pay for a furniture bill that was already paid with another financing company. I still don’t understand how this company was able to start taking out payments for a bill that was already paid. They didn’t care to check. They refuse to pay my overdraft & late fees even though they were never entitled them to take a single payment out. They also informed us that if they do refund any money that it will take about a week. This has caused most of my bills to be late and this company does not care that they caused this with their careless mistakes.

Desired Settlement: I would like a full refund along with overdraft fees paid. I would also strongly urge Crest Financial to take Shyiana through another customer service training course due to her lack of empathy and urgency for others.

Business Response:

We apologize for the confusion. This seems to be a paperwork error on the part of the retailer’s corporate office. We were given signed documents for the account in addition to one of our competitors. When we received this paperwork, we paid the retailer the entire cash price of the merchandise. We were unable to cancel the account without approval from the ************* corporate office who submits the paperwork.

After the customer contacted our customer service agent, she initiated contact with *************’s corporate office and we sorted out the problem. As of June 17, 2015, we have initiated a refund of the funds taken from the customer’s account. The total amount of the refund is $88.62. The funds should be returned in 7 to 10 business days depending on the customer’s financial institution. We apologize for the delay.

If there is anything else we can do, or if we can provide a copy of the signed paperwork which initiated the funding process, please let us know.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Crest financial did not offer to pay my overdraft fees dues to their paperwork errors on their behalf. 

I had to wait for over a week for the refund and this caused my other bills to be late. Their paperwork errors caused my overdraft fees because they were not suppose to take any money out of this account in the first place. Crest financial is clearly unprofessional and demonstrates unethical behavior. They did not take full responsibility for their actions. How hard is it for Crest Financial to pay an overdraft fee?  I will advise anyone please stay away from this financing company. They will refund your money a week later but completely ignore your overdraft fees that they caused.
Sincerely,

Joi M*********

Business Response:

We are willing to reimburse the customer’s bank fees if we can confirm that the fees were a result of our erroneous payments. The customer will need to take the attached Bank Fee Refund form to their bank representative and send us the completed form along with the relevant bank statements. Instructions are included on the form.

We are also working on improving this unusual application/funding process with this particular retailer to avoid this issue in the future. Again, we apologize for the inconvenience.

6/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ordered a mattress through a third party retailer used there services crest as the finance company picked them out of my two options because i was informed the salesperson crest were better for reporting to credit bureaus so i listened 5 days later got the merchandise it was used dirty and i know it was the display just placed in plastic but you could see the dirt stains i knew it was some shady business so i called crest and informed them they acted as if they wanted to for a coule of weeks then said i had to pay a restocking fee to cancel contract never stated how long because by now i'm making payments and i cant afford to pay to get out of contract and let them get there payments so here it is now three months later which i had the dirty mattress for approximately 4 days never gave me a replacement after they promised for over two weeks and when i told retailer i would report them to better business bureau said they didnt want to do business get off there property we dont have to cancel anything so now i have paid 4months of payments of 137.19 for no product and they want me to continue to pay almost 2000 for the remainder of the year for nothing i have nothing nobody would cancel the contract for products that they have made the money twice off of me by the retailer getting paid back from crest first then reselling the used dirty mattress and crest for getting paid off me for nothing double i believe they are in it together

Desired Settlement: contract cancelled and all my money refunded in the next 7days does not effect my credit negatively report it to the credit bureau for 90 days of on time payments never late never returned!!!!!

Business Response: We understand the customer’s frustration and we are happy to process a cancellation request once we receive the proper forms from the retailer that sold Ms. M******* the mattress. We have already paid the retailer for the merchandise and cannot simply cancel the account. We need paperwork from the retailer expressing their intent to cancel the account and return the money we have paid them.

We have contacted the retailer and they have explained that they are willing to cancel the account if the customer pays their restocking fee which was agreed to when the customer purchased the merchandise. We have explained this to the customer several times in the last 3 months.

The retailer has assured us that once the restocking fee is paid, they will quickly begin the paperwork to process a return. The retailer is also offering to allow the customer to simply exchange the mattress for a new mattress with no restocking fee.

Once the account is cancelled, we will be able to refund the payments the customer has already made and will not draft any more. We have already reported the customer’s positive payments to the credit bureau Equifax and when the account is cancelled, we will not report negatively.

The customer would also be able to process a return through Crest Financial to stop future payments, but she would need to have the merchandise so that she can return the merchandise to us and pay our return fee. We would not refund any previous payments should she process her return through Crest Financial. The full terms of our return policy are explained in Items 7 and 8 of the Lease Agreement.

We have a signed lease agreement and a signed Receipt of Goods document signifying the beginning of the lease and authorizing us to draft payments. We have attached these documents for your reference. Please let us know if we can be of further assistance.

6/4/2015 Billing/Collection Issues | Complaint Details Unavailable
5/19/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Billing/Collection Issues | Complaint Details Unavailable
5/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/8/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently changed my monthly charge card that they automatically are supposed to charge bi-weekly. Since this has happened they have repeatedly failed to do so then try to charge me fees for a late payment. After a number of times calling (and excuses-we were experiencing issues with American Express)they finally waive the fee only to do it the next time again. Then I use another card to make a one time payment. Not set as the default payment at all. So after they make sure they don't charge the default payment method they wait a few days and charge my card that was only authorized for a one time charge and they also charge a fee along with it.

Desired Settlement: Refund for what they charged. Fix the way they handle their billing. I have almost paid off my account and then to at the end when I only owe under $500 to start charging fees when they have issues. I use my American Express card everywhere yet you guys can't seem to charge it? Doesn't add up.

Business Response:

We have continually attempted to draft payments from the updated credit card ending ****. These payments have returned and have not been processed. This could be related to the balance on the card or the type of card being used. Sometimes our system cannot process prepaid cards. Upon request, we can send a copy of the customer’s payment schedule showing all previous payments and attempted drafts. The customer can also see this on their online portal.

We understand the customer’s frustration that this credit card is not properly processing payments, but this is a problem that is outside of our control. We require customers to have an active bank account that accepts automatic withdrawals and encourage customers to use that account as their primary payment method. Please consider setting up a bank account as the primary payment method to avoid this problem in the future. The customer could also contact the credit card company to see if they can provide a reason as to why payments may not have processed correctly through that card.

When an account fails past due, we are authorized to draft random payments from any payment method on file. Because the account has been past due since a payment from the customer’s bank account bounced on February 27, we were authorized to draft this random payment on April 1.

[According to our records, the customer added the credit card ending in **** using our online portal. The default setting using the portal will save the new payment method in our system. There is a checked box that the customer must uncheck to change that setting.]

We have already waived more than $100 in fees that are charged to us every time a payment returns. Currently the only fees remaining on the account are a $5 fee for processing a credit card payment over the phone and a $27 dollar fee for a payment that returned from the original bank account before the customer made any changes to the payment method. We cannot refund these fees.

We apologize we couldn’t be of more help as we have already refunded the fees referenced in the customer’s complaint. Please let us know if there is any way we can be of further assistance.

As a note to the customer, there is a payment scheduled for 4/10/2015. This payment will be processed from the credit card ending in ****. If this payment returns, you will be charged a $27 NSF fee and your account will again fall past due. If you would like to make alternate arrangement, please contact us as soon as possible to make changes to that payment.

4/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had financed some furniture through Crest Financial for $1750. The local furniture store;; **** ********* had explained to me that the loan was interest free for 90 days, interest will be charged after the grace period if not paid in full. I had a bi-weekly withdrawal from my bank account for $144 as established by crest financial. When I realized this set amount will not pay off the loan within 90 days, I made additional payments in order to pay off the loan in 90 days. At the end of 90 days which was January 31st, I unfortunately was not able to pay it off; I had an outstanding balance of $500.00. Well, I decided to continue with the bi-weekly payment, although I intended to pay it off ASAP. I viewed my Loan account They (Crest Financial) had added $300.00 additional to my balance; which brought my outstanding to $800.00. I thought that was high, but continued making payments of $144.00 bi-weekly, after about 2-3 more payments, I viewed my account and noticed a balance of $1875.00. I thought it must be an error. I called Crest Financial, and they insisted that was what I had to pay. At this point my total payment to the Crest was $1650. This is all within a period of 4months. I tried to find out how a company can expect to make $2000.00 on a loan of $1750.00. The person I spoke with wanted me to then pay $1100, on 2 installments; this was not satisfactory to me. I offered $500, which was $400.00 more than what I actually borrowed, they refused to work with me. She mentioned the loan was a Lease to own option; this was not what the furniture store told me when I financed the furniture. this was supposed to be a simple furniture financing with 90 day interest free grace period.

Desired Settlement: I hope we can come to an amicable arrangement.

Business Response:

Retailers will often offer several financing options. There sales associates may get confused about which financier offers which benefits. Other times they will talk to a customer about one financing option, then the customer is approved through a different company. Because we don’t have a representative on site, we cannot guarantee that the sales representatives properly explain our leases to the customers. That is why we encourage customers to read their lease agreements before signing and put the most important information in larger print on the first page.

Item 2 of your lease agreement explains, “In addition to the Initial Payment, you must renew this Lease by tendering 24 SemiMonthly payments of $****** for a Total Cost of $********… The Total Cost is $******** more than the Cash Price.”

Because this is a lease and not a loan, there is no interest on the account. We do charge financing fees, but our 90 day buy out option can significantly reduce those fees. The fees are added at the beginning of the account and are not based on the balance after 90 days.

The $300 you mentioned being added to your balance might have resulted from the two bounced payments on your account and the resulting $27 Insufficient Funds Fees (NSFs). This would make your account balance $*** higher than anticipated. The finance fees would show up on your balance after your 90th day.

We do offer another discount for customers after their 90th day. This discount is unique to each account but does require that the account be paid off in one final payment. This discount is explained in Item 10 of your lease agreement. This discount is based on a percentage of your remaining balance. In your case, you discounted amount is $********, but this amount will change after your next automatic payment scheduled on May 5, 2015.

The customer service representative you spoke to offered to allow you to break this final payment into two payments. We will honor this agreement provided both of the payments are made before your next scheduled payment on May 5.

If you would like another copy of your lease agreement, we would be happy to provide one or you can contact customer service to request a copy of the lease agreement. Please let us know if there is any way we can be of further assistance.

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my identity stolen in December of last year and this is one of many accounts that was opened under my name. I was able to get all the others taken care of as I called the Indiana State Police and file a report, I was told in January of this year by Crest (first name I do not have) to send in the police report and they would close the account with nothing owed and not turn this into the credit bureau. This is what I did and then received a letter from them that my payment of $103.16 was past due. I called and ending up speaking to a supervisor named ***** about this and they now say I have to have a court order for fraud but have no real idea what this is and how to obtain it. I requested that he find out and let me know and to this date I have no answers and they do not even know if they have or will report this to the credit bureau. I spoke to ***** again on 2-18-15 and he had no updates on progress with fining out what I needed to get and said he would update me weekly and asked for email to update me as well, on 3-4-15 I called back and left a message asking for an update as I had not received anything and no call back. I called again on 3-16-15 left another message with no emails or call backs. I called last night on 3-19-15 and left yet again another message. I then called back and spoke to a **** who actually walked over to the desk of ***** and spoke with him and he said he was hung up in meetings but would return my call last night and never did. He mentioned that they now said they are looking into if the police report is enough. I had also previously asked about their application protocol as I wandered how is was so easy for this person claiming to be me had acquired credit through them and how they verify the person applying is the actual person and they said by electronic signature and they were not sure what that even was. Still no answer on that question. I have filed a fraud alert with the credit bureaus and the report with the Indiana State Police. I even called the retailer that the items were purchased from in CA and the number was not for them and I looked online and you can not locate any real info on them, I posed the question as to why I would buy a bike and electronics from a shop in CA when I live in IN and the items must have been used as it was reported as used items. All I ask is as ever other business that had been involved with this to close the account as I did not open it and do not want credit with them. Can you please assist in this matter. ***** is a manger @ Crest Financial ************ ext ***

Desired Settlement: Account closed with no money owed and something in writing verifying.

Business Response:

We apologize for the delay in responding. We waited to respond to this complaint until we had resolved this issue. Our policy for reporting an account as fraudulent involves a court order. We worked with the customer, starting in January, to push back the scheduled payments until the problem had been sorted out and he would be able to obtain the necessary court order. No payments have been processed on the account.

We have closed the account as fraud and have notified the customer. We are working to get policies in place to prevent this type of fraud from happening again. We have also submitted a correction to the credit bureau. We have classified this account as “charged off due to fraud.”

Please let us know if there is any other way we can be of assistance.

4/2/2015 Billing/Collection Issues | Complaint Details Unavailable
4/1/2015 Problems with Product/Service | Complaint Details Unavailable
3/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company is charging me a 98% finance charge or fee because out of a $1215.69 original balance, I paid (on time) $1015.10 on a couch and a dinnette set. In Feb. 2015, my payments normally come out on the 15th from my checking account, but the last payment was scheduled to come out on Feb. 3rd (so as to be paid within the 90 days). In error, money was not transferred in time into the account and instead of making a final payment of $210.59, I end up now owing $1418.97. I call to offer them a one time payoff of $500 (which is sacrificially all I can give now) they told me they could only accept $881.78. ***** (a supervisor) told me that if I didn't pay within the time limits of collecting this debt I would face legal actions where I would be taken to court and my wages garnished for the amount owed. I have never dealt with a company that charged such a high fee. Is this legal? Then when I offered to give them what I could to settle the debt, it was as if they were not interested i working with me on what I could offer to pay them today. I noticed there have been several complaints on this company. Has the FTC been notified of there loan practices? It seems a little "predatory" in nature to me - especially when I found out today that they don't even report for all of the on-time payments that I made - only for the fact that I will not pay them all over again for the furniture that I once paid for.

Desired Settlement: For the company to take the $500 payment that I am offering them and close my account as paid in full. The $500 payment would include the $210.59 owed on the balance and an additional $289.41 to cover any fees for the late payment.

Business Response:

This customer had planned to take advantage of our 90 day buyout option and pay off her account within the first 90 days of her lease. However, what would have been her final payment under this option returned to us. This meant that she did not pay off her account within the parameters of our 90 day buyout option.

Because we are a lease purchase option as opposed to a loan, we charge all of the finance charges on the first day of the lease. Fees are not charged as a percentage of the remaining balance after 90 days. The 90 day buyout option is simply a discount off of the total amount.

All of the finance charges are clearly explained in large print on the first page of the lease agreement. In item 2 of the lease agreement signed by the customer it reads, “you must renew this Lease by tendering 12 Monthly payments of $XXX.XX for a Total Cost of $X,XXX.XX… The Total Cost is $X,XXX.XX more than the Cash Price.”

We offer all customers a discount for paying off their account in one final payment. We offered this customer an additional discount, which she declined. This additional offer will be available until March 15, 2015.

We would be happy to provide a copy of the lease agreement signed by the customer, at your request. If there is anything else we can do to resolve this issue, please let us know.

Consumer Response:  
Complaint: ********

I am rejecting this response because: the problem with this company is, the company's paperwork is misleading. It's never really explained that the company is not a loan company. I have no problem paying what I owe and a penalty fee, but they are asking me to pay more then what I borrowed initially. I paid over $1000 on a $1200 debt and we should be able to agree on a final payment that we can both agree on. But, $1400 is not fair. If the government banned predatory lending in the mortgage industry - why is this allowed? We all know this company only lends to those with poor credit,  and they only report your payments to the credit bureau when they are not made, they don't report when you pay....so this loan doesn't even help to improve one's credit. This is no better then a loan shark at best, and whatever practices this company is using they should not be allowed.  I was not surprised to find several complaints on the Internet on this company for the same complaints. 


Sincerely,

****** *****

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a living room set from **** ****** ********* and I was told I will be financed by Crest Financial for 1 year after all the purchase was completed and I was ready to leave the manager came and point out the bi-weekly payment and for the period of 3 months and after that I will pay a small fee for the balance if it is not paid off be 90 days. I ask what interest rate he said just call the crest financial they might charge 1-5% on the balance Now I am been harassed by the financial company that I sign a Lease agreement for the furniture and the total amount for the furniture is $2500.00 + when I really got the furniture with the intention I am paying a small fee and I will be done with the payments by 5 months . I very unhappy with the way the company is treating my account and not will the fix the problem from been a Lease to normal Finance for 1 year with normal fees They are like Loan Sharks

Desired Settlement: I want to return the furniture and be credited for every thing I paid.

Business Response:

We apologize you feel harassed. We called you twice in a 2 month period. We have also tried to be accommodating and have waived a fee that is charged to us when we process a payment on a bank account with insufficient funds. We talked to you on February 11 and tried to explain our returns policy, but you hung up before our representative was able to properly explain our policy.

We also apologize that your retailer didn’t properly explain the lease to you before you signed it. We cannot say exactly what happened, but often, retailers offer multiple financing options and will talk about one type, but when the customer applies for financing, they are approved for something else. Other times retailers get confused about the different options they offer. Sometimes, they intentionally mislead their customers to make a sale. We will look into what happened and make sure that this retailer understands our lease terms better in the future and if there is another problem, we will work to address it. Unfortunately, as a third party financier, we don’t have a representative in the store so we cannot guarantee that the leases are properly explained, which is why we encourage our customer to read their lease agreement and include the total amount of the lease, including all fees, in larger print on the first page.

If you would like to do a full return you need to talk to your retailer. We have already paid your retailer for the full cash price of the leased furniture so we cannot refund you the full amount.

Our return policy is explained in Item 7 of our lease agreement. The wording is a bit technical. Essentially, because this is a lease, you are financially responsible for the amount of time you have had the furniture, which is a prorated amount per day. Making your scheduled payments keeps you fairly close to that amount. In order to return the furniture through Crest Financial, you will need to pay $*****. Once the return is processed, we will send someone to pick up the merchandise. Typically, this amount increases each day, however we are willing to stop prorating the amount starting today. Assuming the merchandise is in acceptable condition upon pickup and the return is processed by February 26, 2015, this will constitute an acceptable end to the lease agreement with Crest Financial.

Another option would be our 90 day buyout option. This option offers significantly discounted financing charges for accounts paid in full in the first 90 days. According to our records, your 90th day is on February 16th. However, for your troubles we are willing to honor the terms of the 90 day buy-out option past your 90th day.

According to our records, you financed your living room set for $********. We are willing to accept a total payment amount of $******** paid by February 23, 2015. To clarify, if you pay $****** by February 23, 2015, this would constitute the end of the lease agreement with Crest Financial, we will report all positive payments to the credit bureau and you can keep your living room set.

Please let us know which option you would be interested in pursuing. If you have any questions about our return policy or the 90 day buyout option, please contact customer support at ************.

2/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa and recliner using Crest Financial as my "financing" not as a "lease option" as others have also been misled. In December of 2014 I did have a payment that was returned as I had extenuating circumstances, emergency surgery/hospitalization, that caused this. Later in January, I had 60.00 drafted from my account and then in February, after a payment arrangement was set up, another 40.00 was taken from my account without authorization from me. As a matter of fact, on the 30th of January I spoke with the company and moved my payment date cancelling all payments up to that time. When I contacted the company I was told that this was a part of the lease agreement (that I was not given until 2/9/15) and that they would not refund the fees I am incurring. I asked what I needed to do to take the authorization away as this was not a good business practice and it is not stated this way in the agreement that was sent to me on 2/9. I was told the only thing I could do is pay 2 days early and then call and cancel the payment. I am sorry, but I refuse to grant permission to my bank account when even making payment arrangements are not held up on their end.

Desired Settlement: I wish to take the authorization of my bank account away and pay them each month using their website or call in on the date it is due.

Business Response:

All customers receive a copy of their lease agreement at the time of signing and they can request another copy from our customer service representatives at any time. Item 10 of the lease agreement signed by Ms. ******** authorizes us to take payments from a given account using an automatic withdrawal system. It says, “you authorize us to initiate electronic fund transfers…from your designated bank account for any scheduled payment you owe under this Lease on or after its due date.” It then lists the designated bank account to be charged for all payments.

It is against our policy to delete banking information for an active lease to use in the event of non-payment by a customer. This is a common industry practice.

Because of the system that processes automatic payments, it takes two to three business days for a payment to process. In order to draft a payment when we say we will according to customer contracts, we start processing the payment two days early. Once we start this process, we have no way to stop the payment which is why we encourage customers to call 2 days before a scheduled payment to make any changes to that payment.

Ms. ******** made arrangements to make up a payment that bounced in on November 30, 2014. That make up payment processed smoothly on December 16, 2014. On December 31, 2014 another scheduled payment bounced. This put Ms. ********’s account in a bounced status. When an account is listed as bounced, our system will draft random payments in order to try to get the account caught up.

As a show of customer good will, we will waive the NSF fees that are charged to a company when drafting a payment from an overdrawn account, provided a makeup payment scheduled on Feb 15, 2015 clears.

We can change the payment schedule for the account so that the payments are listed as being due on the 5th of every month. Ms. ******** can call in on the days that her payments are currently scheduled (the last day of each month) and make payments then. However, if Ms. ******** fails to call in, or the payment doesn’t process due to insufficient funds, then our system will draft the scheduled payments automatically. Ms. ******** will need to call in and not make payments online because a customer service agent will need to cancel the upcoming scheduled payments.

With this setup, assuming Ms. ******** calls in to make payments each month, then we will not automatically draft from her account.

2/5/2015 Billing/Collection Issues | Complaint Details Unavailable
1/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 1/22/2015, I received an email stating that the company has drafted 50.00 from my account that I did not authorize. I was NOT EVEN CONTACTED BEFORE THE DRAFT. THIS HAS MADE MY ACCOUNT NEGATIVE AND IMPACTED OTHER ITEMS THAT WERE PENDING AND WILL BE ACCESSED CHARGES BY MY BANK. I have been paying $110.00 biweekly for furniture that broke within a month of purchase. The store that sold the furniture is out of business and I have not been able to remedy the issue. Crest is alleging that the 50.00 is for past due balance. I should not have a past due balance because upon receipt of the furniture, I notified the store of the broken furniture. I have the email to prove it and a response from ********** furniture store's owner. I was advised that they would stop the first draft in order to allow time to receive the replacement furniture. Crest tried to collect several times, when I informed them that I never received the replacement item. Therefore, even though they are collecting now, Crest feels that I am past due because the payments did not start immediately following the date of the signed receipt. Even though, the receipt was signed, I placed both Crest and ********** that I received dry rotten goods. I have emailed the Support team at Crest on numerous occasions about this issue and have not received resolved, I have also written and requested a returned call from the owners concerning this and the Customer care reps never forward or escalate my concerns.

Desired Settlement: I would like to be reimbursed for all of the drafts taken from my account as I should not be paying for goods that were damaged at the time of delivery. I would like Crest to contact their contact person at **********' s(out of business) and advise them that the furniture sold was damaged. I would like them to update my credit report to read specifically "PAID" and I would like a returned call from the owner of this business.

Business Response:

We can only set up accounts based on the information we have documented. The dates in our lease agreement are based on the Receipt of Goods document signed by the customer. The document says, “I verify that all merchandise mentioned below has been received via delivery, made available for pick up, or will initiate purchase of any custom merchandise…Failure to note any damages, marks, or imperfections indicates satisfactory condition of merchandise. I acknowledge that signing and dating below indicates the start of my…finance agreement.”

Any problem with the merchandise needs to be addressed with the retailer. We are a third party financier and are not responsible for the quality or condition of the merchandise. Ms. ****** stated the merchandise was in acceptable condition when she purchased it. If that is no longer true, she should request a resolution from the retailer, just as she would if she had paid cash for the merchandise. We are not a warranty or insurance company should the merchandise break.

We have already paid the retailer for the full amount of the furniture, so we are not able to refund the purchase price of the merchandise or the payments already made.

We agreed to postpone the date of the first payment, but that payment still needs to be made, so Ms. ******’s account is listed as past due. We are authorized to take random payments on accounts that are past due. This is explained in Item 10 of the lease agreement signed by all customers. We are charged fees by the bank when we draft an account with insufficient funds. We have waived several of these fees for Ms. ****** in the past and, as a customer courtesy, we are willing to waive all fees that we have been charged on our end for bounced payments.

The first time Ms. ****** contacted us with any concern was approximately 9 am on January 22. We received this complaint the same day. It is unreasonable to expect to be able to speak to the owner of a large company for any small problem, particularly without giving the company representatives adequate time to handle the problem.

We are willing to offer Ms. ****** a discount to pay of her merchandise early. If Ms. ****** pays $***** (which she can split into up to 3 payments), by April 23, 2015, we will consider her account paid in full and will report as such to credit bureau. We will also waive any fees associated with the account on our end. This represents more than an $*** discount.

If needed, we can provide a copy of the signed lease agreement and Receipt of Goods document. If there is any way we can be of further assistance, please let us know.

Thank you,

signature template image.jpg

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

PR and Marketing Specialist

15 West Scenic Pointe Dr.

Suite 350

Salt Lake City, UT 84020

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

Consumer Response:

I understand that Crest Financial has a copy of the receipt of goods. However, I advised them that upon delivery the boards supporting the bed frame were dry rotten and were broken. The store agreed to provide replacements and I have never received them. The furniture that I received was defected and that I did not know until after the bed fell. Which was after the release was signed and the delivery guys were gone.  As of today, I have not received the replacement boards as the furniture store is no longer in business. When I contacted Crest and placed them on notice about the defected items and that I was still awaiting on replacement pieces I was advised that they would verify with the company and push the start dates back. 

Instead, Crest continued to attempt to draft my accounts without regard to the fact that the bed that was delivered was damaged. This is where the arrearage was acquired.


 I do not wish to break the payments in three installments. I would like to have one of the owners of the company to contact me. I do not wish to speak to the Customer Support team online nor do I wish to have a person calling me identifying themselves as an Account Manager or Acct. rep. I have requested on numerous occasions to have one of the owners or CEO contact me. This has yet to happen. Instead I am greeted by individuals who do not have the authority to negotiate on any level and no resolve. The last correspondence that I received was stating that I was past due by 600+ dollars. I need to work out something for the past due and would like a returned call from the owner. In reference to the person replying for the company, I have no idea who she is and have never spoken to her, either.

I need resolve from Crest or this may turn into me getting a Civil Lawyer involved. The random drafts have caused me fees and lots of grief. I am experiencing so much of undue hardship as a result of Crest Financial Services.

I need: Resolve of the arrearage as those payments should have never started when they did and I am paying for a bedroom set that can't be used! P.S. I have the written email dialog  and photos of the broken pieces between me and the owner assuring me that he would replace them. 

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ****** 

Business Response:

I apologize that our suggested resolution was not satisfactory for you. Unfortunately, there really isn’t much we can do for you at this time. You have entered into a legally binding lease agreement. We have tried to be flexible with your payment schedule to accommodate your unfortunate circumstance with faulty merchandise from an out-of-business retailer; however, we paid your retailer for this merchandise on your word that the merchandise was in good condition and that you would make your scheduled payments, which you have failed to do. You are currently in violation of your lease agreement.

Unfortunately, the CEO or owners of the company will not be able to get in contact with you, however, the head of our Collections Department will contact you by the end of the week to discuss any other possible resolution. He has the highest authority to negotiate on behalf of the company regarding your complaint.

I’m sorry that we were otherwise unable to reach a mutually satisfactory resolution.

signature template image.jpg

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

Public Relations and Marketing Specialist

15 West Scenic Pointe Dr.

Suite 350

Salt Lake City, UT 84020

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

Consumer Response:

 I think that it should be pretty self explanatory that I did sign the receipt of goods. However, I was not expecting the rails that support the bed to break. So, when I signed the receipt of goods is when I saw the bed standing. No one expects a bed to fall after being assembled. I contacted the store and have proof of doing so to get this resolve. I think that it's pretty sad that you all are unwilling to push the start date back and extend the lease term. After all, I am paying for a broken bed.

You mentioned that someone in Collections will be calling. Who is the person that I should expect a call from? When will I receive the call?  Can you send a direct contact number and email address for this head of collection person? I need resolve.



Complaint: ********

I am rejecting this response because:

Sincerely,

******* ****** 

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My fiance and I purchased a "New" couch from ***** ****** ******** *** ********* on 11/21/2014. We put a $500. down payment on the couch that day and we financed the other $******* through Crest Financial Services out of Utah. However, when the couch was delivered it was a used couch with damage which my fiance pointed out to the delivery driver. We called and went down to the store on numerous occasions to try to resolve the matter and the owners refused. We have called Crest Financial Services, LLC of Utah on numerous occasions and they refuse to resolve the matter.Furthermore, Sales Direct forged my signature on a receipt of goods which is a document I didn't sign nor had I ever seen prior to Crest Financial emailing it to me. I have proof that I was on the clock at the time they said I signed the document and I provided this proof to Crest Financial. Crest Financial has recorded conversations and the representative told me that the female co-owner of Sales Direct admitted there was sticker residue on the couch and that it would go away in a few days. This further proves it was not a new couch. This same representative told me that she would call the police regarding the forged signatures.

Desired Settlement: We are asking that the used couch be picked up immediately, the down payment of $500. be returned, the $95.79 that Crest Financial debited from my fiance's account without permission be returned, the contract cancelled and no negative credit rating result from this process. Furthermore, we ask that the BBB review Crest Financial's accreditation.

Business Response:

This is more of an issue with Mr. ********’s retailer than with Crest Financial. We financed Mr. ******** for $*******. Mr. ******** signed a lease agreement which explains the payment amounts and that we would automatically draft automatic payments from the account on file in accordance with the payment schedule. We would be happy to provide a copy of this lease agreement as needed. The relevant sections are Items 2 and 10. At the time, we had a Receipt of Goods document, stating the merchandise was received in acceptable condition, which we had no reason to believe was falsified.

We have already talked to this customer and worked out an arrangement.  We have refunded the customer for the $***** that was taken from the customer’s account in accordance with our signed lease agreement. We also closed any account we have with this customer and will no longer make any attempt to collect payment.

Because the $500 down payment was made directly to the retailer, we will not be able to return that amount. This would be another issue to take up with the retailer. 

If there is anything else we can do, or if we can provide a copy of the signed lease agreement, please let us know.

signature template image.jpg

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

PR and Marketing Specialist

15 West Scenic Pointe Dr.

Suite 350

Salt Lake City, UT 84020

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

1/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Financed a 500-600$ sectional with this company. Thinking I was near pay off, they added 550$ For financing, and state returning will affect credit. I called the company when I figured my balance was closed to being paid off. The original amount of the furniture was no more than 600$. While on the phone I was told my balance was over 600 still I asked how that was possible, they stated that after 90 days they add over 500 as a financing fee which was not explained at all, I would have not financed with such an outrageous fee.

Desired Settlement: I would expect them to remove the fee completely due their very shady business tactics, I use the couches and would not expect them free, so would not find it fair if I asked for those monies in reurm.

Business Response:

Ms. ******* financed a sectional through Crest Financial for $****** at *** ******** ********* *** ******** in Lakeland, FL. We cannot have a representative in every store, so we train employees of each retailer on the basics of our leases. As a third party financier, we have no way to guarantee that these employees accurately represent our leases in the store.

We do our best to encourage all customers to read their lease agreement before they sign it. Our financing fees are explained in larger print on the first page of the lease agreement. It says, “The Initial Payment of $40.00 is due at the time of signing. The next payment of $40.00 will be due no sooner than 10 days and no later than 45 days depending on your payment schedule. In addition to the Initial Payment, you must renew this Lease by tendering 26 BiWeekly payments of $40.00 for a Total Cost of $********… The Total Cost is $****** more than the Cash Price.”

Once we receive a document signed by the customer, saying they have received the merchandise, we pay the retailer for the merchandise. We received a receipt of goods document from Ms. ******* on August 9, 2014 and paid the retailer for her sectional. We cannot remove all financing fees.

We offer a discount for customers who pay off their account within 90 days of receiving their merchandise. Many retailers advertise this option. However, Ms. ******* is now 60 days outside of this window.

We can offer a discount if Ms. ******* would like to make one final payment. If Ms. ******* pays $****** in one final payment before 1/23/15, we will accept the lease as fulfilled and that is all Ms. ******* will need to pay.

We are also happy to provide a copy of the lease agreement signed by Ms. *******. If there is anything else we can do, please let us know. Our phone number is ************.

Thank you.

signature template image.jpg

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

PR and Marketing Specialist

15 West Scenic Pointe Dr.

Suite 350

Salt Lake City, UT 84020

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

12/30/2014 Billing/Collection Issues | Complaint Details Unavailable
11/14/2014 Problems with Product/Service | Complaint Details Unavailable
11/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Crest financial claims they cannit stop auto payment from debiting my account monthly I got furniture from Wholesale Mattress Center and More and they called crest financial for a loan..Crest financial set up my loan for $38.08every 2 weeks..Iwas thinking this was paying off my $500 furniture purchase..I looked at my account today and it says I owe them $609 so I called..I talked to ****** who told me that my account went 90 days over i asked him how when their debiting my account every 2 weeks..he proceeds to tell me that i had an option to buy the the furniture in 90 days and this was intrest..i asked to speak to his supervisor he put me on hold came back and said i have the option to buy out for $300 something odd dollars I asked for his last name he told me they cant give that out..i asked for his supervisors name he said ****..I said thank you hung up..I called rightback and I talked to ****..i asked her how do I stop my automatic payments.. I was told they couldn't do that..My question is why not?

Desired Settlement: I would like to pay off the $200 i still owe

Business Response: Contact Name and Title: ******* *****, Public Relations specialist
Contact Phone: ************ ****
Contact Email: ******@crestfinancial.com
Because Crest Financial offers leases with no credit check as opposed to traditional loans, there is no interest and all financing fees are applied to the account when it is opened. The total amount of the lease, including fees, is clearly stated in item 2 of the lease agreement signed by Ms. ********. We would be happy to provide a copy of the signed lease agreement.

The lease agreement also authorizes Crest Financial to draft automatic payments from the account listed according to the agreed-upon schedule. Customer service representatives can usually cancel a payment if an equal or greater payment is processed and we are notified in advance. This is explained in item 10 of the lease agreement.

We do allow customers to pay off their account for the financed amount plus only the $40 initial payment made in store, but we can only accept this discount within 90 days of opening the account. Ms. ********'s account passed that date on September 4. We also offer a 35 percent discount for customers who pay the balance of their account in full ahead of schedule. Ms. ******** declined this discount.

In the last week, we have contacted Ms. ******** several times to negotiate a different discount with her. She has not responded to our attempts to contact her. Currently, Ms. ******** has a remaining balance on her account of $******. We are willing to accept the account as paid off and close the account if Ms. ******** pays $*** by November 14, 2014.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Section 9 of the lease agreement states: "If you request a payment on a different date other than what is stated herein of more than five (5) days, there will be a thirty dollar ($30) transaction fee (or the maximum permitted by law) for the change. If you need to change the payment date, please do so by filling out a "Change Payment Date" form by requesting it from us in writing." I called to change the date twice the first time was greater than 5 days so I didn't question the fee but this time I changes the date within 5 business days and the agent told me it is 5 calender days, which includes Sundays, a day their own offices are closed. The agree doesn't state 5 calendar days it just says 5 days, which to me means 5 business days. Product_Or_Service: Furniture Account_Number: ******** Lease Numbe

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the fee to be refunded back to my bank account, since my change date was within 5 business days.

Business Response: Contact Name and Title: **** ***** Customer Support Manager
Contact Phone: *** *** ****
Contact Email: ******@crestfinancial.com
As a courtesy we have reversed her fees for changing her payments. Our Lease agreement does state 5 days to change payments. She was aware that she has access to our online portal to make payments or view information at anytime. The online portal is also available 24 hours a day 7 days a week. This includes Sunday's when our office is closed.

We will look into revising our lease agreement to try to clarify for future customers. Our goal is to our help customers, and we hope we can stop this misunderstanding for future interactions with Ms *******.

10/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: unauthorized debits from my bank acct and my daughters and also payoff balance I purchased some furniture and was financed through crest financial...they have been debiting my bank accout for the last 3 months prior to the date they were given authorization to do so...causing my accout to get overdrawn....I recvd an email from them stating that due to all the problems I have had with them regarding my acct. they gave me a settlement bal. of 265.00...in the meantime they debit my daughter's bank acct. amts. 221.00 and 250.00 without her authorization (she made a payment for me one time and they kept her card on file)....so she disputed and the money was retrnd to her so now they are trying to tell me that my payoff is 817.00 (when prior to the problems my bal. was only 425.00....also in the email they mentioned that they did not have any of my financial records on file any more to prevent this from happening again, when it happened the first time. Crest Financial is a BIG SCAMMMMM!!!

Desired Settlement: To agree to payoff balance of 265.00 per email that I received as follows: ******: As discussed, I am sending you a summary of our phone conversation today and in a separate email I have sent you a payment schedule. Please note that the payment method listed on the payment schedule may not be the one actually used for payments, and to confirm, none of the bank accounts we have used for drafting in the past are available for drafting payments currently. In our phone call today we discussed why two separate time this month your cards had been drafted randomly. I explained that our system sometimes tries to catch customers up on their accounts when we haven't received contact and haven't made arrangements. Neither of these conditions applied to you and your accounts shouldn't have been drafted. To compensate for this I received authorization from my supervisor to cancel out completely the payment scheduled for 31 July 2014 and to make any arrangements with you to pay off the balance of $265. We set up payments for 23 August 2014 and 19 September 2014 for $132.50 each to pay off your balance. You notified me that you would like to call each of those payments in on those dates with a new payment method in order to avoid our system randomly drafting your accounts.As long as we receive both of these payments totaling $265 will pay this account off in full. Again, we apologize for the situation we have put you in. ***** ***********(************@crestfinancial.com) Collections 15 West Scenic Pointe Dr. Suite 350 Salt Lake City, UT 84020 ************

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ Contact Name and Title: **** ***** - Collections Manager Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com We have agreed to settle the customer's concerns as she requested in her complaint. The account will be closed provided the customer makes the payments as agreed upon in a personal communication. The customer's reported balance was calculated after the two incorrect payments were drafted. When these payments were returned and the fees stated in the contract were applied, the account balance was the higher number. These two payments were processed after a separate deal was made. This was a glitch in our system which has been rectified. Due to our error in drafting from the wrong accounts, we are settling the account for a significantly lower amount as requested by the customer. Please feel free to contact us with any questions. Thank you Initial Consumer Rebuttal /* (2000, 7, 2014/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is a total rip off. I brought my bed set for $1200 and financed it at $1498. I was told and explained in depth that if paid by the 90 day buyout I only had to pay the 12 and after the buyout 14. So I went over the 90 day period expecting to be do e with my payments somewhere around sept. Now they make you pay biweekly first of all. So I called to get my payoff this month of august and they tell me I can't pay off till feb. This is ridiculous. On top of that I asked them to switch the days around as I get paid on certain days of the month for my convienence, they charged me 7 more dollars per payment. This company is a scam on top of the horrible customer service. They claim to have signed documents from me when they have nothing. Product_Or_Service: Bed set and mattress

Desired Settlement: DesiredSettlementID: Refund I would not like to pay the remaining $1200 as I've met my explained requirement

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ Contact Name and Title: **** ***** - Collections Manager Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com The customer was financed by Crest Financial on January 29, 2014. As part of the terms of the Lease Agreement, the customer agreed to pay a minimum amount on a biweekly basis for twelve months to gain ownership of the merchandise. The customer was also given the opportunity to take advantage of a 90 day buyout option that expired on April, 29, 2014. Since the customer wasn't able to meet the requirements to pay off as part of the 90 day buyout option, we have continued on with the payments as directed in the agreement. In the complaint, the customer had outlined that he/she was upset about the costs. We do apologize for any misunderstandings the customer has, but to help our clients understand our payment terms, we outline all of the payment information in detail under section two of the lease agreement. In an effort to work with the customer, we have tried to reach out via phone multiple times with no attempt of communication on the part of the customer. At this time, we request that the customer contact us at (XXX) XXX-XXXX so that we can work out a solution to any of the disputes listed in the complaint.

9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Crest Financial is trying to charge me double the amount i agreed to buy a couch. I purchased a couch Through Barlows Furniture in Pontiac,Il. in March of 2014. The amount i agreed on was 1000.00 They set me up with payments through Crest Financial for 69.24 bi-weekly until the 1000.00 was paid. I called Crest Financial on Aug 20th,2014 to assure that they were going to send me a receipt of some sort that i had paid the agreement off of 1000.00. The customer service rep informed me i still owe 1000.00 dollars. I explained i did not understand i already paid the debt. He said because i did not pay the loan with-in 90 days i owed double the amount. I explained that i was never informed of this and i would have never agreed to those terms. The operator said i could pay $800.00 as a pay off and be done with the loan. The couch is no where near worth what they are trying to charge me. I have already paid for the couch and feel like they are scamming me to get more money. This behavior they are trying to pull on me can not possibly be legal. Please help.

Desired Settlement: I would like Crest Financial to Accept the amount of 1000.00 that has already been paid and agreed upon and close my account with no further action.

Business Response: Initial Business Response /* (1000, 5, 2014/09/04) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com The customer was financed with Crest Financial on March 15, 2014. As per the terms outlined in the Lease Agreement, the customer agreed to pay a minimum amount biweekly for 12 months or the customer also could buyout their account early through a 90 day buyout option. The 90 day option expired on June 13, 2014, so the customer was then responsible to pay the required minimum payments for 12 months. In an effort to work with the customer, we spoke with him/her on August 27, 2014 and reached an agreement to settle all disputes in the complaint.

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like the company to accept my offer to payoff my account as full payment. I took out furniture loan in November 2013. On the outside of the store, there is a sign that states the store offers credit financing, such as a lending option for those who would like to own an item without have to pay the full price immediately. I was told there was a 31% interest rate for the loan and payments are made monthly via direct debit. Throughout the entire conversation with the sales agent and manager of the lending company, I was told the documentation was a loan that could be paid at anything without penalties. Due to exigent circumstances, I was not able to pay the full amount within 90 days. When I contacted the company in February and March, I was told there was no prepayment penalty if the amount of the original loan was paid in full. I was under the impression that meant the remaining portion of original balance plus interest. When I inquired in May regarding the pay-off balance, I was quoted almost double the amount of the original loan! My options were to pay the full remaining balance (the original amount twice) or take a "settlement" offer, which only reduced the "total" balance by less than $390. I tried to offer a reasonable settlement based on the stated interest rate provided to me in November. I was then informed there is no interest rate, just the total loan payout amount. As of today, I have paid $1,116.36. The original invoice amount was $1,063.17. On the face of the contact, it appears the company is a lending company, one that finances purchases for consumers. I was not aware that the items I purchased were "leased to own." Like other consumers, I went to a store that offered credit financing. I was more confused when I was told on another occasion that I had to "buyout" if I wanted to settle the debt. The "buyout" options offered are laughable; the absorbed offers do little in the way of settlement. I was recently offered a 35% reduction of the balance amount. It seems percentages are only convenient by way of the "lender." Their predatory lending practices do not provide the consumer any options but to pay or risk ruining their credit.

Desired Settlement: The original loan amount was $1,063.17. As of 7/21/14, I have made seven payments of $159.48 plus a onetime payment of $25, brining my total paid to $1,141.36. I am willing to make payment of $175 to settle the debt in full. I have contacted customer service who would not negotiate a reasonable settlement offer.

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com Crest Financial financed the customer on December 2, 2013 for merchandise purchased at Mattress Depot. As part of the financing, the customer signed a Lease Agreement with Ownership Option. Per the terms, the customer was responsible to pay a minimum amount each month for 12 months to gain ownership of the merchandise. In an effort to work with the customer, we spoke with him/her and offered to pay off the account for a discounted amount on July 24, 2014. We also told the customer that we could be split up the amount into two payments if needed, but both needed to be paid by August 31, 2014. We then sent this offer in writing to the customer's email on July 24, 2014, and are awaiting for the customer's callback to set up arrangements to pay off the account. Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I located an automatic email response from Crest Financial that substiants my claim I was told I received a loan and not a leasing agreement. I would like **** to provide a better settlement option as the email generated by the company totally negates business practices. Final Business Response /* (4000, 11, 2014/08/25) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com We spoke with the customer on August 8, 2014, and reached an agreement to settle the account. Per the arrangements that were set up, the account is now considered paid in full and everything has been resolved.

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Attempting to have Crest terminate contract because of an invalid contract. I received a lease agreement on May 17, 2014 in the amount of $1196.82 to purchase furniture from Butler Furniture in North Little Rock, AR. The initial sectional was a white Serta, model # 9600, which turned blue and had a rubbed off spot on it within a day. Butler Furniture was notified of this on May 20th, and after several calls, e-mails, and trips to the store, a replacement sectional, model 7500 in red was delivered on June 27th. This is neither the make nor model of the original sectional, and was in fact $200 less, but the new information was never sent to Crest Financial. The new sofa was not in good condition, and an e-mail was sent to Butler Furniture on July 1st. After not getting any assistance out of Butler Furniture I began calling Crest Financial to attempt to resolve the issue, but the person who handles this issue has not been at work all week and no one else can handle the matter. I have called numerous times, been promised that I would receive a call back which did not happen, been hung up and they did not even attempt to call me back regarding the matter. The contract does not match the furniture I have in my house, and according to Crest Financial's contract, item #8, I can terminate my contract at any time, which I have been trying to do since Saturday, but when the person that handles the termination does not come to work, that cannot happen. I have paid Crest Financial $40 initial fee, plus $179.54 for furniture that does not match the contract, plus a $60 delivery fee. I have sent all documents regarding this matter to Crest Financial, yet they are still unwilling or unable to terminate my contract and send someone to come pick up the furniture that is sitting in my garage, which does not match the contract. Again, they only have one person to handle the termination process, and she has not been at work all week. I have called numerous times, only to have my call "dropped," and Crest Financial never bothered to call me back when they hung up on me, and I have been told several times that I will be getting a return call, only to never get those return calls. My attorney has informed me that when the contract does not match the furniture I have in my house makes the contract null and void. I am tired of getting the brush off from Crest Financial and not being able to get any direct or straight answers from the company. I do not like the fact that the sectional I have now is $200 less than the initial sectional and Crest Financial does not seem concerned that the furniture company has not complied with contract. I am very upset with the service that I have been getting from Crest Financial, which seems to be that they do not care if their customer is happy or not.

Desired Settlement: I would like a full refund of all monies paid to Crest Financial, a waiver of the termination fee, plus money for my time and effort in attempting to resolve this issue with both Butler Furniture and Crest Financial

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com The customer was financed on 5/17/14 through Crest Financial for merchandise purchased at Butler Furniture. As the customer indicated on the complaint, the initial merchandise was exchanged at the store. We do apologize that the initial merchandise purchased and the exchanged merchandise from Butler Furniture didn't work out with the customer. Since our contracts are lease to own, we do offer a return policy. Part of that policy requires that the customer pay for the time that he/she first signs the lease agreement to the date that the customer returns the merchandise. We spoke with the customer on 7/14/14 and we indicated that we would issue a partial refund to meet that requirement. With that refund, the customer paid the full amount from the start of his lease agreement till that time. We then told the customer that we would either have someone come pick up the merchandise by 7/21/14, or the merchandise could be donated to a Goodwill or other donation center. We were unable to make arrangements to pick up the merchandise by that time frame, so we have informed the customer that the merchandise must now be donated. We only asked that he/she send us the receipt showing that he merchandise was donated. Once that occurs, the account will be considered cancelled. The customer has consented and will donate the merchandise to cancel the account.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to charge for furniture NEVER received or financed On May 31, 2014 I went to the Gardner White Canton, MI store and ordered furniture. The items were NEVER delivered and I subsequently spoke with the corporate office of Gardner White and Crest Financial and was told that I am still going to be charged for furnture that was never delivered I am NOT going to pay for furnture that was never delivered to my door.

Desired Settlement: I wish them to disregard the contract since it is a fraudulant contract and I want the refund of 80.73 that Crest financial charged me for the first payment of furnture that was NEVER DELIVERED.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com On 5/31/14, the customer signed a lease agreement with Crest Financial to finance a purchase made from Gardner-White. As part of the terms, Crest Financial sent the necessary funds to Gardner-White to finance the purchase. In return, the customer agreed to pay a minimum of $80.73 biweekly until the account was paid off in full. Gardner-White has verbally told Crest Financial that the merchandise was delivered and also provided us with a signed delivery receipt. If the customer is stating that she didn't sign this form, then we request that she sends in court-ordered documentation that shows her signature was forged. We would also suggest that she contact Gardner-White in regards to the merchandise. Gardner-White has told us that the merchandise was delivered and signed for. As a result, they have informed us that they will not send the funds back to us so that the account can be cancelled. We are not able to refund the customer $80.73, because we financed the customer's account based on the signed lease agreement that we received from her and Gardner-White. However in an effort to work with the customer we will extend the customer's next payment from 7/27/14 to 8/10/14 to give her time to work things out with Gardner-White or to provide documentation of forgery. If you have any questions, please contact us at X-XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never signed for furniture I am filing a complaint of fraud with the attorney general

7/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I owed around 570.00 dollars for my laptop but now they are charging 1800 for surpassing my 90 days. I called crest financial to pay the 570.00 and some change I owe for a MacBook Pro I got threw there financial department. I had gotten the same as cash 90 days. I called today July 10, 2014 to ask if I can pay the amount I owe on Saturday because I'm currently on medical leave for hurting my back and do not get my disability money until 2-3 weeks. I had told them my father was going to let me borrow the money on Saturday to pay. They told me they couldn't because I had surpassed 2 days of the 90 days to pay my amount. Now they are charging me 1800 and some change for the laptop. I spoke with there supervisor ******* He did not want to give me his last name. We spoke for about 10 min. I told him to please let me pay the 570 and some change on Saturday but he denied and denied. He offered me a discount for a payout of 1,019 dollars. I told him I wasn't going to be able to pay that amount because I only owed 570.00. I let him know I was going to only pay 570.00 and some change. He said go ahead but we will not settle for 570.00. I got frustrated and said ok to the 1,019 but it's not fair for me to pay 1,019 when I only owed 570.00 and some change 2 days ago.

Desired Settlement: The settlement I'm seeking is they allow me to pay them the 570.00 and some change I owe them and be over with the payment and not pay anymore than 570.00 and some change.

Business Response: Initial Business Response /* (1000, 5, 2014/07/16) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com On April 9, 2014, the customer signed a Lease Agreement with Ownership Option through Crest Financial to finance merchandise that was purchased. As part of the payment terms, we offered the customer a 90 day buy-out option and a 12 month option to obtain ownership of the merchandise. To pay off the account as part of the 90 day buy-out option, the customer must pay the full amount directed by the 90th day, or they are unable to take advantage of that option. We spoke with the customer on May 28, 2014, and specifically told the customer the 90 day buy-out option would expire on July 8, 2014. After the 90 day buy-out option expired, we told the customer that we were unable to offer that same option because those were the terms that were agreed upon when the customer signed the agreement. We want our customers to understand the terms they agree to, so we outlined very specifically the full amount owed if the customer is unable to pay off the account as part of the 90 day buy-out option. These terms are listed on the front page, in section two of the agreement. When we spoke with the customer on July 10, 2014, in an effort to work with the customer and as the customer alluded to in the complaint, we offered a significant discount off the remaining balance to pay off the account.We want to continue to work with the customer further, so we tried contacting him by phone but was unable to reach him. To come to a resolution, we would like to invite the customer to contact us at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (2000, 7, 2014/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I called them back after they had called me. We came to an agreement better than the one there other manager had offered me. **** was more mature about the situation.

6/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Financed a bed with a 90 days same as cash option. Payment was cancelled and now they are wanting to charge almost $700. I financed a bed with a 90 days same as cash option back in March. I planned to fully pay off the bed within the 90 days. Between the 11th and 13th of May I paid $250 towards my balance and cancelled my bi-weekly payment of $55.38 as well. On the 15th I paid an additional $273.02 leaving a balance of $55.38, which is my normal bi-weekly payment amount. That final payment was to come out on the 29th of May which would have left my balance at $0.00. On the 10th of June I received an email stating I had an upcoming payment of $55.38 for the 12th of June. I signed into my account because to my knowledge my account had been paid in full. When I signed in I had a balance of $695.32. I called Crest Financial immediately. They stated that the payment for the 29th was cancelled by me on the 15th of May which is the day I made the large payment of $273.02. I stated I did not recall cancelling the payment and that I would like to just pay my last payment of $55.38. They told me that since I was past my 90 days they added finance charges and that I would need to pay the full amount which I think is absurd and outrageous seeing as I only owed $55.38. I explained the situation to 3 different people at different times throughout the day and they all told me the same thing. The last person I talked to wanted to give me a payoff amount of $451.96 in two payments if I paid in full within 3 weeks. I would be willing to pay my $55.38 and a late if necessary but I think $451.96 or 695.32 is a ridiculous amount to pay especially since I paid all except my $55.38 which was supposed to come out on the 29th of May.

Desired Settlement: I would like to pay the $55.38 I owed on my lease and a small late fee if necessary.

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com This customer signed a lease agreement with ownership option with Crest Financial in March of 2014. As part of the payment terms, the customer agreed to make biweekly payments (as alluded to in the customer's complaint). The customer has the option to make more than the minimum required payment by paying on her online account, through our website. After making said payment, we offer the customer the option to delete future payments (while they are still logged in to their online account). These payments are normally set up to be auto drafted, but can be deleted if the customer makes a large enough payment to cover the required amount for the next couple payments. After the customer made the payment online on May 15, 2014, we have documented reports that shows the next two payments were deleted (including the payment scheduled on May 29, 2014) by the customer. This customer also verified that she did delete the payment herself in a recorded phone call with our company on June 10, 2014. As a result, Crest Financial didn't attempt the auto draft on May 29, 2014, per the customer's decision to have the payment deleted. The customer also had an opportunity to contact Crest Financial after May 29, 2014 to pay off her account for the 90 day buy-out option which didn't expire until four days later on June 2, 2014. As part of the terms of the lease agreement, if the customer does not pay the full amount indicated within the 90 day buy-out option, the customer is then subject to the full 12 month agreement to obtain ownership of the merchandise. In an effort to work with the customer on June 10th, 2014, we offered the customer a significant discount from the remaining balance to pay off her account. We also offered to break this discount over two payments. The customer agreed and set up a specific payment arrangement to take care of those payments. The first one was submitted yesterday June 12, 2014, and the next one is scheduled on June 26, 2014 to pay off her account. We feel the significant discount that we offered was fair and again, the customer agreed to it, as she did to the lease agreement when she signed it in March. In an effort to work with the customer even more, we are willing to deduct ****** off of the payment that is set up on June 26, 2014. As long as the payment clears from yesterday and the payment that is scheduled on June 26, 2014 (with ****** deducted) clears, we will consider the customer's account paid in full. Initial Consumer Rebuttal /* (2000, 7, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I only agreed to the discounted price to avoid additional penalties. I will accept the *** discount on the payment scheduled for the 26th of June. I will not be financing through Crest Financial again.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Furniture purchased with a "90 days same as cash" was financed through Crest Financial. Though paid off quickly, I was still charged finance charges. I purchased furniture from California Furniture Outlet dba Warehouse Furniture Outlet. I decided to go with the advertised "90 days same as cash" option offered. This was a lease agreement with Crest Financial. The furniture was purchased on 05/17/14 and delivered on 05/26/14. I called to pay off the balance on 05/30/14 which I am told will post on 06/01/14. The contract states: CASH PURCHASE OPTION: You may gain ownership of the property if (a) within ninety (90) days of delivery, tendering $1,847.00 plus the initial payment, plus for each thirty (30) days from the time of delivery, five and one-third percent (5.33%) of the original amount financed, less the amount paid or by (b) if more than ninety (90) days of delivery, tendering all past due payments and fees and an amount equal to the cash price multiplied by a fraction that has as its numerator the number of periodic payments remaining under the Lease and that has as its denominator the total number of periodic payments. In addition, to complete any cash purchase option, all outstanding costs, fees and charges must be paid. Excercising this option may result in a reduction of the Total Cost to acquire ownership. When I called to pay off the balance, I was told that I needed to pay $98.45 in finance charges because it was within the first 30 days. I interpret the contract to read that a full 30 days would need to pass before having to pay the additional 5.33%. Regardless though, I do not think they should be able to advertise "90 days same as cash" if any finance charges are to be paid even if balances are paid off within 90 days...let alone only 5 days from delivery and only 13 days from the time the furniture was purchased.

Desired Settlement: I would like to be refunded the finance charge I paid of $98.45. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/06/04) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com We would like to apologize for any misunderstanding the customer may have had regarding the option we offer to pay off their account in 90 days. Crest Financial does not offer a "90 days same as cash option", but does offer a 90 day buy-out option (the details are outlined in the customer's complaint). All of our marketing material very specifically states that we offer a 90 day buy-out option and does not state anything about a "90 days same as cash option". We make this very clear in our training with any new retailers that we finance. If the retailer told the customer otherwise, then incorrect information was given. We also want to apologize for any misunderstanding/misinterpretation the customer had regarding the additional 5.33%. To clarify, according to this customer's specific contract, in the first 30 days, the customer would be charged an additional 5.33%, in days 31-60, the customer would be charged 10.66%, and days 61-90, the customer would be charged 16%. That's why we charged the customer the additional amount and we apologize again for any misunderstanding on matter. In an effort to work with the customer Crest Financial will contact the customer today by phone and will try reach a resolution. If there are any questions, please feel free to contact us at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (2000, 7, 2014/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call from Crest Financial the same day they were notified by the BBB. They apologized for the misunderstanding and said that I did owe the fee, but they would go ahead and refund me within two business days. I got a call a little later stating that my refund would take a bit long since my actual payment had not yet posted on their side. I did receive my refund today. Their website makes no claim for "90 days same as cash, so it was the retailer that gave me that impression. Crest Financial said that they would investigate the retailer and make sure that they are not making false claims about "90 days same as cash". They also told me they would review the language of their contract to make their charges more clear. Crest Financial was very professional and courteous with their response.

5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They take funds from an account they are not authorized to. They saved the account information with out my consent and have repeatedly charged me Crest financial has taken money from my account to the tune of 465 dollars over the course of a month in a half in three separate transactions of 155 dollars each time. My problem is they were never authorized to take money from that account. I would call and make a payment 2 days before it was scheduled to be drafted. I called to make a payment once and was told I couldn't because they were trying to take money from an old account that I had closed which is the reason I would call in to make a payment. They knew the other account was closed because I told them and the company would charge me a bounced check fee even though they knew it was closed this became a problem for me and they wanted me to set up another account which I did not due because they way they were operating seemed odd then they took it upon their self to take moneyb out of my account for all they know it could be someone else's account. I do owe them money but I believe the way they went about collecting the amount wasn't ethical.

Desired Settlement: I want them to admit what they did was wrong and wipe away the bounced check fees and late fees and apply what has been paid and what they took from me to the principal and let me regain paying the amount that was agreed upon which is 105 dollars a month for the remainder of my contract.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Contact Name and Title: **** ***** - Assistant Manager in Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: **********@crestfinancial.com This customer was financed for merchandise on 12/20/13. In the lease agreement that was signed by the customer, it states that Crest Financial has authorization to re-run returned payments, including fees that are added for returned payments and/or reinstatement fees (these fees are listed in the contract). This customer became past due with Crest Financial on multiple occasions, including on 2/7/14 when a payment returned. Crest Financial has since tried to contact the customer by phone a total of eight times since then, and has also sent five past due notices via email and/or mail. Since the 2/7/14 payment returned, the customer hasn't returned any of our phone calls or past due notices. As a result, Crest Financial ran payments of ******* on 2/28/14, and ******* on 3/24/14, and 4/11/14. This comes to a total of ******** With any of our customers, we are more than willing to set up payment plans to help them catch up on their past due, but didn't have the opportunity, as our phone calls and past due notices were not returned by the customer. As a result, we followed the authorization to re-run returned payments in the contract. At this time, we are prepared to set up a payment plan that works with the customer to catch up on the remaining past due, if he/she will contact us at XXX-XXX-XXXX. Our company will also not attempt any more drafts between now and 5/15/14, to allow the customer ample opportunity to contact us. Also at that time, Crest Financial can review all upcoming payments with the customer which are ******* biweekly (as opposed to monthly), as stated in multiple locations on the lease agreement. We are unable to waive all fees because we ourselves are charged fees from our banking institution for returned payments, but in an effort to work with the customer, we are waiving $25 in fees that the customer currently owes. Initial Consumer Rebuttal /* (3000, 7, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept what crest financial is saying after reviewing my lease agreement I am missing where is says they can take a payment from an account I have not authorized them to. The company cannot have it both ways they cannot repeatedly debit from an account in which they are not authorized to and charge me a bounced check fee. The emails that are send do say that I am late however I am unsure of how I am late when they use my bank account when they decide they want a payment. I have uploaded a copy of my lease so you can see all of the terms I agreed to and see that no where in there does it allow them to take money out of an unauthorized account. Final Business Response /* (4000, 9, 2014/04/24) */ In an effort to work with the customer, we have waived another *** in fees for two returned checks, in addition to the $25 in fees that were previously waived. Also we have removed all of the billing information from the customer's file (including all credit card and banking information), so that no more payments will be drafted from any payment information that the customer has previously given us. Moving forward, the customer can make her payments by sending us a check/money order through the mail, or by calling us to update new payment information over the phone. We will also work with the customer to set up a payment plan that can work with her to catch up on the past due. To protect the customer's confidentiality we are unable include his/her payment history with this response, but are open to emailing, faxing, or mailing that information to the customer so that he/she may see how much is still past due and the remaining balance. If the customer would like this information, he/she can let us know by contacting us at XXX-XXX-XXXX. As stated previously we are willing to work with the customer on the past due, but will have to hold the customer responsible to pay ******* biweekly (in addition to the past due), since that's the agreed minimum payment due as listed on section two of the lease agreement. We also want to make the customer aware that we may report any late/missed payments to the credit bureaus (as stated in section 14 of the lease agreement). If the customer has any questions or concerns, he/she can contact us at XXX-XXX-XXXX.

12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was never told that financing the furniture I purchased, would revert to a "Rent To Own" option. My decision to finance some basic furniture necessities were encouraged by the fact that they would have a 3 months-same as cash payoff, as specified by the sales representative at the furniture outlet. By authorizing monthly bank draft, my understanding was that the total amount of $1,395.00 would be withdrawn in 3 equal sum to cover the cost of invoice. After the second withdrawal, I realized that the amount of $93.00 being withdrawn bi-weekly, would not have satisfied the loan in 3 months. I contacted the furniture outlet to question the withdrawals, thinking it may have been a mistake and that the sole intention of Crest Financial was to prolong the loan past the 3 months- same as cash offer. I was told to contact Crest Financial. This was now in the third month and meant that I would have to pay the balance of $930.00 in full. During this time, I had not seen or gotten a copy of the contract. My decision to allow the payment to continue as it was, and would comply with the finance charges that would be incurred. I eventually contacted Crest by email to find out my balance and was told that I owed more than I had paid. The figure was twice the amount of my initial purchase. Their answer for this was that the contract had graduated to a 'rent to own' option as it was not paid off in the 3 months that the contract stated. My response was that "I knew where to go if I wanted to rent furniture". I was never told, initiated or ever perceived that I was signing a rent to own option. NEVER, would I have signed to this option. After speaking to a representative at Crest they told me about a 35% discount, I immediately said that was not acceptable and outlined their misrepresentations. I subsequently stopped my bank draft payments, consistently asking for a reasonable payoff amount. We were able to agree on a figure, but after asking for an email outlining that the $459.58 payoff would satisfy the contract in full, I was emailed with a mediocre statement of a payment of the said $459.58. This is where our 'talks' broke down and we are back to square one. I am willing to pay the $459.58 in a lump sum amount but need to see that the loan will be totally satisfied and that would be an amicable payoff.

Desired Settlement: The agreed payoff amount of $459.58 to totally satisfy this account.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ Contact Name and Title: ******* - Manager Contact Phone: XXX-XXX-XXXX ext *** Contact Email: *******@crestfinancial.com This customer was financed on May 3, 2013 for merchandise through a 12 month lease to own agreement (as stated at the very top of the lease agreement). The contract also offered an early buyout option at 90 days to only pay the financed amount which expired on August 1, 2013. The 90 day option and lease agreement start when the customer signs a receipt of goods notice, as indicated on that form. At the 90 day expiration date, the customer had not paid the required amount to qualify for the early buyout and was subject to the full 12 month agreement to buy out. These options are discussed in detail under the cash purchase option on the lease agreement. On October 31, 2013 we offered the customer to pay off his account in full with a 35% discount from the remaining balance as the customer outlined in the complaint, but the customer declined. We then talked to the customer the next day on November 1, 2013 and offered an even larger discount as a customer courtesy to pay off the account, but the customer still declined. At that point, we then tried to resolve the situation further by offering a settlement to pay off the account for $459.58 (as described in the complaint), but told him over the phone and by email that $426.58 had to be paid by November 9, 2013, and then he could pay the remaining $33.00 by November 15, 2013. The customer was also explained in the email, that if he didn't take advantage of the settlement by November 9, 2013, we would hold him to the full 12 month agreement balance. The customer didn't get in contact with us again until December 3, 2013, and at that time we explained to him that we wouldn't be able to extend that settlement offer, since it passed the deadline that was agreed upon over the phone and by email to the customer. In an effort to resolve this situation, Crest Financial will offer to settle for the amount of $559.58, but that amount must be paid in full no later than January 10, 2014. If the full amount of $559.58 is not paid in full by January 10, 2014 then the customer will be responsible for the full balance according to the contract, which currently is $1,476.03. If the customer takes advantage of our purposed settlement then we can supply the customer with a letter that documents his account is paid in full. If you have any questions or concerns please feel free to contact us at XXX-XXX-XXXX. Thank you. Final Consumer Response /* (2000, 11, 2013/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased that we have arrived at an amicable agreement to have this account resolved. Your payoff amount $459.58 will be in the form of a cashier's check. Please inform me of the appropriate address to have this sent, to expedite payment to the proper department before 1/10/2014 or as soon as possible. Thank you. Final Business Response /* (4000, 9, 2013/12/26) */ In an effort to resolve this situation, Crest Financial spoke with the customer over the phone on 12/26/13 and offered to pay off the account in full for $459.58 (the customer's desired resolution). We are extending this settlement offer through 1/10/14. Also as stated previously, if the customer takes advantage of this offer, we can supply the customer with a letter that documents the account has been paid in full.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charged late fees without being told. Customer service rep advised concern was invalid, and call recordings wouldn't hold up in court. Poor Service. Spoke with representative **** when calling to make my payment. I was advised that I would need to call back to make my payment due to system being down. When I called back. I called back then next day to make my minimum payment. When I called back and spoke to the representative the following month, I was advised that I had a late payment the previous month and that I was charged a late fee. I was never advised of the fee when making my payment. I asked to speak to his supervisor. When his supervisor came on the line, she was condescending and rude. She advised me that my concern was invalid, as the fee had already been assessed and charged to my account. When I advised her that the call was being recorded, she stated that it would never hold up in court because I did not have her permission. When I spoke to her supervisor, she stated that the only other person there was the owner, ***. I asked to speak with him, and was placed on hold for an extended period of time before being hung up on. I called back and spoke with ***. Upon speaking with him, i advised of the situation, and that his representative had not provided all correct information regarding the fees. I also advised of the way this was handled by his supervisor. When speaking with ***, he was more concerned with finding his companies reviews on Google that he was assisting me with my concern. *** had stated that he would contact me back the following day after looking into things. I have not heard from him since.

Desired Settlement: I have paid this company over $4260.00. I would like my account to show paid in ful, and would like the title to my car sent to me.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ Contact Name and Title: *** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@crestfinancial.com The loan referenced is a contract purchased from the Automotive Dealer Mr. ******** purchased his vehicle from. The contract clearly states the amount of payment, the dates payments are due and that a late fee of $30.00 will be charged on payments over 10 days late. The 2 late fees in question have been refunded back to the loan. When Mr. ******** and I were ending our phone conversation, he made an appointment the next day November 27, 2013 at 10:00 A.M. to come to my office and discuss this further. He never made it. I thought he was happy with the refund and decided not to come. Initial Consumer Rebuttal /* (3000, 7, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to contact the owner three time with him out of the office all three tines. I was told that he was drilling looking into this matter but was at the Orem office and his reps did not know when he was going to he hack in the office. I have had mulitple people explain to me that the same thing happened to them. The money is not an issue regarding this complaint. Its feeling be littler and told that that our concerns are invalid. I also am supprise with how many Google complaint have been made against this company that this is an acceptable response. My wife is now is now driving this car due to that fact I want nothing to do with this company and will not talk or make another payment to them.

10/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Crest Financial expects me to pay back money DFW Furniture Direct stole from them although the furniture company did not deliver the merchandise. On July 13, 2013, I spoke with ***** ******* regarding a 90 day purchase option with no interest. I informed her I made a $150 down payment to DFW Furniture Direct/Alpha Wholesale Home Furnishings Inc., with the remaining $567.49 to be financed through Crest Financial and that their merchant had closed their doors without delivering the goods. Order No. XXXXXX-X included a COAS-XXXXXXQ Queen Bed and PFC-Belle-Euro Bellefonte Mattress Set. For financing, Crest Financial required a Receipt of Goods form to be signed stating "merchandise has been received via delivery, made available for pick up, or will initiate purchase of any custom merchandise." I asked Ms.Kingery if Crest Financial had been contacted by other customers because I was sure I wasn't the only person who had lost money and didn't receive their order. She did not respond to that question but said she would try to contact DFW Furniture then later said she could not reach them but would have the Marketing Dept look into it. I followed up by email several days later to be told the Marketing Dept. could not contact the merchant. By the next week, I located an online number for DFW Furniture...which had a vm stating "Due to a medical emergency, the store will reopen on July 22, 2013 and all calls would be returned." I told Ms. Kingery this is fraud. A few weeks later, Crest Financial deducted 2 payments of $189.17 from my account and said it was a "glitch" in their system. I demanded the funds be returned, which they were, because I never received any merchandise. Crest Financial then began calling and offered me a settlement to pay $350 of what DFW Furniture stole from them saying, "fees could be added and you understand if we don't collect anything from you we're at a total loss." DFW Furniture also stole money from me and I do not have the merchandise to-date. However, Crest Financial still calls me multiple times a week and sends emails stating I'm delinquent and this may be reported on my credit. When I walked into the local Police Department, they knew this merchant had taken customers money and not delivered goods and that I was another victim inquiring. I'm certain Crest Financial is aware of their merchant's conduct; however, they are hounded me to pay money the merchant stole from them.

Desired Settlement: I expect this company to stop harassing me for money I did not take from them and threatening to damage my credit when I did not receive any merchandise from their merchant and their merchant.

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ Contact Name and Title: ******* - Manager Contact Phone: XXX-XXX-XXXX ext 105 Contact Email: *******@crestfinancial.com Ms. *** set up an account with Crest Financial through DFW Furniture Direct on July 12, 2013. She signed the receipt of goods, which is a verification document that states the merchandise is in the customer's possession. The receipt of goods was signed on July 12th by Ms. *** and DFW Furniture Direct. We apologize that DFW did not deliver the merchandise to Ms. *** as stated on the Receipt of Goods contract. Typically customers would need to file all delivery complaints with the store where they purchased their merchandise. We understand that DFW was closed at this point so our merchant support team immediately started investigating DFW to determine if we should take action against the merchant. At this point, we understood that the store was closed until further notice so we felt that it was necessary to work with Ms. ***. On August 20, 2013, a Crest Financial supervisor spoke with Ms. *** and offered her a pay off amount to close the account completely. Ms. *** specified that she would think about the offer while seeking legal counsel and then would contact us back by September 5, 2013. We never heard back from Ms. *** so we have been trying to contact her to resolve the account. We have tried several times to contact her since 9/5/13 and she has not returned our calls to resolve the account. Our agreement with the Ms. *** was to finance her for her purchase only. Even though we have a signed lease agreement that holds the customer financially responsible for the full balance listed, we have decided to work with the customer. We understand her complaint and want to resolve the account. At this time we are further investigating DFW Furniture Direct. We will close Ms. Lees account as fraud by dealer until our investigation with DFW is complete. If you have any questions or concerns please contact us at XXX-XXX-XXXX.

9/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: They are not reporting to the credit bureaus correctly and are threatening to change it again now. My son bought a car from Utah Auto and I guess Crest Financial bought the loan and as far as I was aware that is who he paid he was 18 years of age and he passed away in March I received a letter from Crest Financial stating he was 30 days past due so I called to let them know that ****** has passed away and do they want the car back or what should I do at that time I spoke to *** which on several occasions I have been told he is the owner well come to find out he is not. Then we spoke on the phone and he told me he would give me a two month leeway because I was making payments on Justins funeral (8000.00) and so that was in April I assumed he would give me April and May so I made my first payment of 334.00 in June they could have easily come and got the car I have two of my own but I still carried full coverage on the car like I was told to ********* girlfriend and his new little Baby borrowed the car every once in a while the car ended up totaled my insurance paid it off. I think that if they were going to report me 60 days late after everything we talked about I thought they were a company that cared about their customers boy was I wrong and ******* in his office has an attitude from hell so I told her what she was being and she said well this phone call is being recorded and I said so you are still an B____ and I asked to speak to her supervisor of course they are not there so I called back and asked for the owner again I was told it was ***. I did not receive a call back so I called again and talked to *** he informed me he was not the owner just the one in charge. He then proceeded to tell me he had all these notes that I do not believe I think they just put them in there to cover their butts he then proceeds to tell me after a few words that he is going to change the credit score to 120 days I told him to go ahead he already has me 60 days which I had just lost my son I am sorry that bills were not the first thing on my mind I think he should have never reported this loan delinquent we I thought had an understanding and Lindsay needs to find a new job she should never be able to work with the public or customers she is extremely rude and has a horrible attitude with people no compassion what so ever and I truly believe that there are certain situations that arise that are out of our control I should have just given the car back that way they would never get their money then they can report a lie. If they change the reporting I will just have to contact my attorney I guess I really do not think that I was in any shape at all to be making deals that I knew I could not keep over the phone like that my son died on March 24th, 2012 I supposedly talked to *** the owner April 5th, If I did this whole thing is just a misunderstanding and I would like them to fix my credit report if they are going to change it to more days late first of all it was ****** there was never a letter in my name sent to me and I only opened ********* mail after he passed that is how I know about the 30 days but he was of legal age it should be reported on his credit I think this is very unfair and unjust I would just like a little common courtesy which I did not get on the phone with that B----. And that is all she is. *** needs to quit telling everyone he is the owner if he is not I would really like to talk to the owner one day.

Desired Settlement: I just want them to take the 60 days late off of my credit it has been 18 months the car has been paid off they have been paid in full. And they are threatening me with putting 120 days on there I actually talked to someone in a credit reporting facility and she said that if the account has been paid in full and closed they cannot do that.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/26) */ Contact Name and Title: *** ********** President Contact Phone: XXXXXX-XXXX Contact Email: ***********@crestfinancial.com In response to complaint BBB#XXXXXXXX. ****** and ******** ***** purchased a vehicle September 16, 2011 from Utah Valley Motors, not Utah Auto as their complaint stated. Crest Financial, Inc. did purchase the "Retail Installment Contract and Security Agreement" from Utah Valley Motors, October 6, 2011. Both ****** ***** and ******** ***** are signers on the Retail Installment Contract & Security Agreement. On April 3, 2012 10:12 A.M. ******** in our office fielded a call from ******** advising us that her son ****** had passed away. She said her attorney had ask that she call all creditors and see if there was any insurance in place that would cover the loan. She was advised that there was not any on the loan. She also requested a copy of the contract to be faxed to XXX-XXX-XXXX. The contract was faxed as requested. April 5, 2012 3:37 P.M. *** spoke with ********. It was decided that ******** would keep the vehicle. Since she is a signer on the contract and that ********* girlfriend and the new baby needed the vehicle. That she wanted to keep it. On this day the loan was due for the March 25, 2012 payment. It was discussed and agreed that I would give the account an extension making the loan due for April 25, 2012. Still 20 days away from being due for payment. The extension was placed on the account as of April 5, 2012 this can be proved by looking at the codes on the credit report. May 17, 2012 9:35 A.M. incoming call fielded by ***. ******** requested to amend the loan and remove ****** from it. ******** also was advised that payment was due and she promised to mail a payment immediately. June 4, 2012 12:34 P.M. ******** called and spoke with ********* She said she thought we gave an extension for April also. She was advised that at the time the extension was given the loan was not even due for April and the extension was only for March. She promised to make a payment June 13, 2012. Call ended. June 6, 2012 9:20 A.M. Out going call to ******** from ******** to confirm we will receive a payment no later than June 13, 2012. ******** claims she is aware of the delinquency and will start making payments every 2 weeks until current. June 14, 2012 11:29 A.M. out going call from ******* to ********. ******* was seeing why payment was not received on the 13th as promised. ******** advised us that she has to wait until the 27th of June to pay. Call ended. June 26, 2012 payment in the amount of $300.00 received in the form of a check #623 from ********. At this date the account was delinquent 62 days. A letter was mailed advising how far the account was behind. July 31, 2012 ******** made another payment in the amount of $300.00. The account was past due 67 days at this time. August 31,2012 ******** made another payment in the amount of $300.00. This payment was 67 days delinquent. September 28, 2012 we received payment from the insurance company in the amount of $4,416.92 paying off the loan. The account was 65 days delinquent as of this date. I wish it was as simple as changing the way the credit reports. It's not, we are under contract with Experian to provide honest and accurate data to them. What was reported to them is consistent with our company records and policies. I'm disappointed that we have to deal with threats when telling the truth.

9/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Crest Financial is trying to bill me for a fraudulent account opened in my name. On July 8, 2013 Crest Financial recieved a fraudulent contract from DFW Furniture Direct. My identiy was stolen and Crest financed the bankrupt company $2761.02. Several weeks later Crest Financial contacted myself about scheduled payments. Crest Financial notified me and told me that they would be drafting my account on a bi-weekly basis. After I told ******** ****** that I never opened an account and that I was in the military and was in SC when the account was open, she continued to let me know that they had a reciept of goods invoice and that they were still going to draft my account. I then asked Ms. ****** to send me the documentation concering this purchase. When I recieved the documents, I quickly noticed that the account on the contract was not even mine and that the address on file was not correct. I treid to contact DFW Furniture Direct but of course had to luck because they had filed for bankrupcy. I then filed a police report within the city where the furniture company was located, called back to Crest Financial and was told that I could settle the contract for $680. I have tried several times to talk to someone with the legal department with Crest and I keep getting the run around that they have the signed documents event though I have reported it as identity fraud.

Desired Settlement: I would like the account to be closed completley. Crest Financial has achknowledged that DFW Furniture Direct has filed bankrupkcy and I have notified them along with the state police and credit agencies that the account was a case of identity thief.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/26) */ Contact Name and Title: **** ***** - Customer Service Supervior Contact Phone: XXX-XXX-XXXX On July 8, 2013, DFW Furniture Direct sent a signed contract and a signed receipt of goods notice from the customer to Crest Financial for financing. Upon the receipt of goods, it shows a signature for the customer as well as the store. Based off these documents, we financed the account. The customer has since contacted us and said that his signature was forged. We have informed him that we will close his account and waive the balance if he sends us court ordered documentation that it was fraud. Since we haven't received that at this point, we have tried to resolve the situation further by offering to pay off the account with a significant discount off the balance. The customer informed us that he wasn't interested in that offer. As the customer explained in the complaint, he feels that DFW Furniture Direct sent Crest Financial a fraudulent contract. Crest Financial financed the contract based on the signatures listed on the agreement and then have followed the terms listed on the contract. If there was fraudulent activity, then the complaint should be directed against DFW Furniture Direct since one of their representatives also signed the receipt of goods as well and then sent the document to us. Crest Financial will still close the account and waive the amount due as long as the customer is able to provide us court ordered documentation that it was fraud. We will offer a discount to pay off the account in full as well, and we may be able to lower the amount to do so. Please contact us at XXX-XXX-XXXX if you want to take advantage of the option to settle, or you are welcome to fax the court ordered documentation that it was fraud to XXX-XXX-XXXX.

8/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Poor communication causing miscommunication with customer and company causing unnecessary fees Several times I contacted this organization and explained my financial hardship. I was never given the chance to accept a settlement. Now today I'm calling for a settlement because I am finish paying my principal and is being that I still have several months due to fees on the account and I am being told no I would have had to be offered one 14 month the ago. How am I suppose to know that 14 months ago I was eligible.

Desired Settlement: Settlement of the fees or the principal

Business Response: Business' Initial Response /* (1000, 5, 2013/08/08) */ Contact Name and Title: ******* - Manager Contact Phone: XXX-XXX-XXXX ext *** Contact Email: *******@crestfinancial.com This customer was financed on October 25, 2011 for merchandise through a 12 month lease to own contract. Since the contract is a 12 month contract then the customer should have been paid in full by October 25, 2012. We made some arrangements with the customer because she was going through financial difficulties. Those arrangements include lowering her minimum monthly payment and also working with her to extend the loan over the 12 month period. According to the contract, our customers are eligible for a 35% discount off of their remaining balance as long as they use the discount before the 12 months expires. This customer has had her account with us for over 21 months. We are more than willing to work with her if she chooses to settle the account. We will offer her a 25% discount off the remaining balance if she can pay in full by August 31, 2013. She can contact our office at XXX-XXX-XXXX to take advantage of this discount.

7/31/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: they took money out of my moms cchecking accoutn which i had had them remove fro the acount and they took 2 in one month they took 37.00out on july7 th out of a checking account that belongs to my mom and tat i had crest remove months ago and then on then july 17th they took 59.08 out of that same acount when i had already set up payments to come out of my own account

Desired Settlement: 97.00

Business Response: Business' Initial Response /* (1000, 5, 2013/07/24) */ Contact Name and Title: ******* - Manager Contact Phone: XXX-XXX-XXXX ext *** Contact Email: *******@crestfinancial.com The customer signed a contract with Crest Financial and authorized us to draft payments from that particular bank account. We are more than willing to work with the customer. If she can make a payment for her past due amount from a different bank account then we can refund the payments of $59.08 and $37.16 back to the account that those payments were taken from. She can contact us at XXX-XXX-XXXX to make those arrangements. Consumer's Final Response /* (2000, 11, 2013/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because they said they can refund my moms account and iamsending them her statement showing that it is only in her name and I am happy as long as they mnake good on there promise in reguards to my mother. Thanks for the help Business' Final Response /* (4000, 9, 2013/07/30) */ The customer contacted our office on 7/26/13 and gave us a new checking account. We can refund the $97.00 back to the account it was originally drafted from if the customer can make a payment of $97.00 from her new account or send in a money order of $97.00. We can accept money orders. If she wants to only use money orders in the future then the money order would need to arrive in our office at least 2 business days before her payment is due. She can mail money orders to the following address: 15 West Scenic Pointe Drive Ste. 350, Salt Lake City, UT 84020. We can also refund the payment of $97.00 if the customer can send us a bank statement showing that the account solely belongs to her mother. For future questions or concerns she can contact me at XXX-XXX-XXXX.

7/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Extorting additional money from me that are not defined in my contract. I leased furniture with this company. My contract states that the minimum lease term is 60 days or $193.84 if I choose to cancel. I have had the furniture for 5 months and have paid over $700.00; which fulfills the minimum requirement. When asked to come and get the furniture, they told me since I am passed the 60 days, that I would have to pay until the end of the month which is going to cost me an additional $289.00. There is nothing in the contract that states that they can charge me until the end of the month. The contract states that after 60 days, I can cancel at any time but they refuse to honor it.

Desired Settlement: I would just like them to pick up the furniture and not charge me the additional $289.00 since I have already met the minimum requirement of the lease as outlined in my contract.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ******* - Manager Contact Phone: XXX-XXX-XXXX Contact Email: *******@crestfinancial.com Our customer, *** *****, has had the merchandise we financed for her since March 1, 2013. On July 9, 2013, she notified Crest Financial that she wanted to return the merchandise. On our contract the return policy clearly states the following: "MINIMUM LEASE TERM: You agree that the minimum Lease term is sixty (60) days or $193.84. If you choose to return the Property within 60 days after delivery, you agree to pay the Lease payments through the due date. IN-HOME COLLECTION CHARGE: We will charge you fifteen dollars ($15), up to three (3) times per six (6) months, each time we make a trip to collect any payment. You are responsible for all costs of the collection, including attorney fees, arbitration costs, court costs, charges and fees, and collection agency fees, up to thrity-five percent (35%) of the balance assigned, not to exceed five thousand dollars ($5,000), with or without suit." That means that if *** would have returned the merchandise within 60 days then she would have only had to pay $193.84. *** has now had the merchandise for over 4 months. She is in the 5th month billing cycle. According to the contract she agreed to pay the Lease payments through the due date, therefore she is responsible for 5 minimum monthly payments of $210.00 each. She is also financially responsible for any fees on the account. Currently the only fee she owes is a $15.00 fee for the trip we will make to her home to pick up the merchandise. Therefore, if she returns the merchandise then she has a total note of $1,065.00. *** has already paid a total of $775.36 so her remaining balance to return the merchandise is $289.64. She spoke to us on 7/9/13 and said to draft the remaining balance of $289.64 in two payments for $144.82 on 7/12 and $144.82 on 7/26. We have also offered *** a special discount off the remaining full balance if she decides to keep the merchandise. If *** decides to take advantage of the discount and keep the merchandise then she can contact us at XXX-XXX-XXXX. If we do not hear from her we will leave the payment arrangements that she arranged on 7/9/13 to return the merchandise. Consumer's Final Response /* (3000, 8, 2013/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not come to my home for any type of in home collection charge. I AM NOT behind on any payment to them at all. I voluntarily asked them to come and get the table which they did last night. My contract states that I can cancel at anytime as long as I was not past due and met the minimum requirement and that they would collect without the furniture without any penalty to me. Please ask them to address that Business' Final Response /* (4000, 10, 2013/07/12) */ The IN-HOME COLLECTION CHARGE is stated under #12 on the contract. It is located on the 2nd page. We have also contacted the customer today and resolved the matter.

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