Complaints

This profile includes complaints for Rite Window of Aston's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rite Window of Aston

  13 Mount Pleasant Rd Aston, PA 19014-1407

  
• 

  Rite Window of Aston

  16003 Continental Blvd South Chesterfield, VA 23834-5900

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The victim is a 71 year old widow who had contacted Home Smart Industries (aka RiteWindow and A ***************) in order to obtain an estimate for the installation of a bathroom exhaust fan and switch. She met with a sales representative who coerced her into signing a contract for a new bathtub and tub surround installation, at a cost of $21,000. She gave him a deposit of $6,500. This did not include the exhaust fan, a toilet, sink, or vanity. She was told to purchase these herself, and to find someone to do the fan installation.After a number of failures to perform in good faith by Home Smart Industries, including having to remeasure the small bathroom, and oral changes to the contract by them, the contract became null and void. In any event, the coercion by the sales representative made the contract illegal. The client asked for her deposit to be returned. During this time, the client tried to contact Home Smart Industries by telephone but whoever responded did not have any idea of how to answer her inquiries. Requests for information via email were returned as undeliverable.Ultimately, the client received a threatening letter from the vice president of operations indicating that he believed the contract was in force and if she did not arrange to schedule the work by March 31, 2025 it would be canceled and her deposit would be forfeited.Victim sent a response to the threatening letter via ***** Overnight on March 30, 2025. To date, she has not received a reply.

  

  Business Response

  Date: 04/23/2025

  Home Smart Industries, LLC n/k/a Rite Window, a *************** (the Company), entered into a contract with **** ******** (the Complainant) dated November 20, 2024 (the Contract), for the installation a Kohler LuxStone Shower (the Project).  On December 20th and again on December 27th, we attempted to contact the customer to schedule the commencement of the Project.  On December 30th,the Complainant finally returned our calls and advised they wished to place the installation on hold for a short period. As an accommodation, we afforded the Complainant additional time as she requested.
  
  On January 9th,the Complainant left a voicemail advising she was now ready to have the project installed.  We repeatedly attempted to get a hold of Ms. ******** to schedule the commencement of the installation to no avail.  The Complainant finally contacted our offices on February 21st to advise she wished to cancel the Project and requested a full refund.  By doing so, the Complainant breached the Contract as we were indeed ready,willing and able to perform thereunder. 
  

  The Complainant now files the complaint seeking the full refund of the deposit.  As we have advised her on several prior occasions, we are unable nor required by the terms of the Contract or Pennsylvania law to refund the deposit for two reasons.  First, the Complainant attempted to cancel the Contract well outside of the cancellation/recission period (as specified thereunder). Second, the Company ordered and paid for the materials from Kohler, the cost of which far exceeds the amount of the deposit. 
  
  Further, in Paragraph *********************** ******** agreed that if she canceled the Contract at any time after the rescission period, she would be responsible for paying 30% of the total Contract price.  The 30% charge is assessed because the cancellation of the Contract outside of the recission period caused financial injury to the Company in approximately that amount.  After the expiration of the recission period,the Company ordered from the manufacturer (Kohler) and paid for the components she chose.  By canceling long after the Company had paid Kohler for the Project, the Company suffered financial injury.
  
  While it is always our desire to satisfy each and every customer, we recognize some customers are uninterested in working together to resolve the issues they may have. To make baseless accusations suggesting the Company has in some way treated them unfairly nor capable of performing under the Contract is unacceptable.   The Company was, and remains, prepared to perform the work required in a good and workmanlike manner.  While our aim is to resolve complaints and satisfy our customers, we cannot provide the Complainant with a refund. 
  
  Thank you in advance for your time and considerations in this matter, and please do not hesitate to contact me with any further questions or concerns.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an *** compliant shower and it has not drained properly since installation. 2 techs have come, 1 that doesn't even do installs and "insists" that the "grade" of the pan is correct. I have consulted a plumber friend and he states that it is CLEARLY not draining properly, and I should get a formal quote to have it replaced. NO one has called me back since the last tech left. We feel as we have been taken advantage of as they had a subcontractor install it, there was a language barrier and when he came back, he put in a $2 item to help "drain" the pan, which didn't work. Note: The pan NEVER fully drains from the back corner. We, one disabled and one over 50, should not have to use 5 min of running water to drain a shower and still have to use a squeegee to assist the water to empty, then paper towels to dry the corner out. I was told, depending on any possible damage to remove the pan (floor to ceiling panel) and replace it could run from $3k to the total of the replacement of about $15k. I just want them to replace the pan with a different kind that will drain properly. When I looked online a couple of weeks ago, I found that they have had issues with this pan "a lot" and yet they are still installing them. Shame on them for their business practices and lack of resolution that I am contacting you to assist us. Next step will be an attorney. I "had" to put a Number below, but can't define because of the situation.

  

  Business Response

  Date: 03/27/2025

  It is always our desire to satisfy each customer, and we will continue to work with Ms. ******* to find a satisfactory resolution to address her concerns.  It is important, however, for the record to be clarified.  We were in constant contact with the customer and made several visits to the residence to assess her concerns.  It was confirmed that the installation was in accordance with best-in-class industry standards, and that any issue should be communicated to the manufacturer.  In fact, we connected the customer directly with the manufacturer, but it is my understanding the manufacturer also concurred there was no ascertainable problem with the installation.

  Notwithstanding, we again recently reached out to the customer in an effort to satisfy her but have not heard back.  As with every customer, we are committed to providing a world-class customer experience.

  Thank you.

   

  Customer Answer

  Date: 03/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23111008
  
  I am rejecting this response because:
  I have videos that cooborate the problem (random pics from the video attached) and no one has called, as well as it has been about a month after the last tech came, and I signed his tag sheet that stated someone was to call me ASAP, so they are lying, because no one has called. The tech stated that there is a problem and it will have to be ripped out to fix and my husband was a witness to the discussion. 
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/01/2025

  We attempted to reach the customer most recently on March 27th, March 28th and April 1st and the customer did not return our phone calls.

   

  Thank you

   

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/30/24 Signed a contract with **** ***** of Home Smart. She told us Kohler requires we install a 50-gal hot water tank for the walk-in tub to fill with hot water and operate jets *****, a plumber, from ************************* said our two 40-gal water tanks should suffice. We called ******* ********** at Home Smart who insisted we needed a 50-gal tank with a booster. ***** installed a 50-gal tank from ********** on 12/5/24 for $1758. 12/23/24-Walk-in tub installed. The installers filled the tub with water and said it worked. We paid $26,493 balance to Kohler.12/26/24- I bathed. The water turned cold before reaching the top jets in the tub. On 12/31/24 Kohler sent *** ************* found the anti-scald valve was broken and replaced it. On 1/2/25 I filled the tub and the water again turned cold before reaching the top jets. We asked ***** ******* of Home Smart for help. The next week, the head plumber, **** ******, phoned and said maybe he could connect our two tanks to give us enough hot water. 1/29/25- **** ****** did not connect the tanks together. He checked the new heater, and told us to talk to *****. **** said we should have gotten a tankless heater, and the walk-in tub needs a 75-gallon tank to get enough hot water. We were surprised since this was never said before.1/29/25 ***** spoke to **** ******. *****, told us that Jasmine from Home Smart, insisted, we needed a 50-gal. tank with a booster which he agreed to install. He was adamant that the hot water heater had been installed correctly. 1/30/25, **** ****** told us to call his bosses, ***** and *****. Later that ***, **** called to say he felt badly about our situation. He would come on his own next week to connect our two water heaters. On 2/3 **** said he is not coming to fix our tanks and to contact his bosses. He said they would not approve the work. 2/7/25 email from ***** ******* stated we should pay the original installer of the 50-gal tank to connect our tanks.

  

  Business Response

  Date: 02/18/2025

  Home Smart sent a ********** in response to the customers complaint regarding the lack of hot water to the walk-in-bath (WIB).  During the initial visit, the ********** replaced the anti-scald valve and adjusted the hot water, which resulted in an increase in hot water to the ****   Customer again requested another visit to the home as they believed the issue was not resolved.  A second ********** visited the home and determined the hot water tank purchased by the customer at a major retail outlet (and not installed by Home Smart), was insufficient and of inferior size and quality.  

  As the hot water heater was not sold nor installed by Home Smart, we cannot perform any additional work outside of the scope of the contract relating to the hot water heater.  The WIB was installed and is functioning properly.  The customers recourse is with the company through which they purchased the hot water heater, not Home Smart.

  Thank you

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is mildew coming out from behind the walls of the shower causing health issues in my home. Tried cubing the mildew without success.

  

  Business Response

  Date: 01/16/2025

  Our Service Manager, ******* ******, will contact the customer for further information and next steps.

   

   

  Customer Answer

  Date: 01/31/2025

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

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted Home Smart on 2/1/2024 to upgrade my old bathroom tub/shower to a new walk-in shower. Needed change due to age and health. Satisfied with overall look and performance but discovered days later when replacing the access panel to the hot/cold water lines the hot water control valve was jammed against the backing board where the shower panel was mounted. There is no way to turn that valve on/off if necessary. Called Home Smart customer service ******* in 1 week and was told my concern was being forwarded to the appropriate ***** Left voicemail with sales-rep and never rec'd any return call. 4th attempt that week with customer service and I was finally connected to the service ***** who stated he would pass info on to the initial installer. 1 week later I was contacted by the worker who said he would be in touch. Two weeks later still no resolution. I had to cancel scheduled repairs to damaged wall partition in bathroom until further notice as plumbing issue needs addressed first. Home Smart boasts they have lifetime guaranty on workmanship and Kohler products but once the final check is cashed you can't seem to get any action. I'm wasting days sitting by the phone to avoid missing a possible return call. I refuse to bring in my own plumber and pay hundreds of dollars to correct Home Smart's error.

  

  Business Response

  Date: 04/12/2024

  The installer advised that he made a service visit and corrected the issue on April 11, 2024, and the customer's concerns have been addressed.

  Thank you,

   

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Todays date is Friday, 23 February 1/19 of February. A lady from HomeSmart came here to sell me a walk-in shower which I wanted to buy from her. She sat here and told me that I had been accepted for two year loan 0% financing she was here for a while running late for a two oclock app and wanted to get her lunch so I quickly signed under false pretense and not looking into fine print not to hold her up so relying on verbal . The next day I got a call from the financing Institute that they use saying that I am accepted for a 14 month loan. I said no no thats not what we agreed on. Please call me back in 30 minutes so I can call HomeSmart I got a call back from the lady and shes proceeded to tell me that well you have two months before theyre even going to do the work and that gives you two months to save up so technically thats 16 months but we agreed on a two year, so I hung up with her and have tried to do some finagling with money being a one person income having a mortgage a home equity loan and a personal loan. I will not be able to pay this back. I called them up today, Friday, February 23 the cancel and they told me I had a three day waiting. And its past and the work isnt even scheduled for months and I asked them to please cancel it. I cannot pay for it, and I was counting on a two year no interest loan. She even said it would be like $600 a month well the way they have it its $1000 a month I dont have that they wont cancel it and they told me that Im locked in I canceled the check for the $500 deposit which I borrowed so Im hoping that they dont take this persons bank account, is there anything that I can do to stop this from happening? I will not be able to pay this and nothing has happened.

  Customer Answer

  Date: 02/29/2024

   I just got off the phone with home smart and they have canceled my order my issue was resolved and I would like to resend my complaint 

  thankyou 

  *********************;
  **********

  6 ******* 

  **************** 

  19462

   

  Customer Answer

  Date: 03/06/2024

  The company has resolved the issue with me and they have canceled my contract. I wish to take down my complaint ************. Thank you *********************************** thank you for helping me resolve this if it wasnt for you it would not have been resolved.

  

  Business Response

  Date: 03/07/2024

  Ms. *********** concerns have been addressed in full to her satisfaction and she has communicated to the BBB the Complaint is to be withdrawn.

   

  Thank you,

  *****************************, VP

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/22/2023 **************, General Manager of Sales, appeared as per appointment and I agreed to the install of a walk in shower. All measurements were taken by Mr *** and they later arranged installation on the 21st and 22nd of September. My wife and I arranged schedules to be home both days. The sub contractor arrived on the 21st unpacked his tools and materials to begin the job. After about 20 minutes he summoned me to the bathroom and stated he was packing up and leaving, he could not complete the job as the wrong measurements were taken and the custom manufactured materials were too big to install. The actual shower to be installed needed to be smaller. They stated with available material they may be able to return the following week however we would not be available. I spoke to ************** the following day voicing my displeasure and indicating we wanted our deposit returned, we expected premium service, product and installation. He stated he could not talk at that time but to call Monday morning the 25th. I called him back, no answer, left a message, and to date he has never returned my call. On 9/26/2023 I received a threatening letter from *****************************, Vice President of operations saying they will not return my deposit and will be charging me for the material. I then emailed ***************** to say his threats were unacceptable. We were ready for installation on 9/21,22 and their contractor left unable to provide installation. It is upsetting that this company threatens a customer who suffers the inconvenience caused by their mistake and being charged material costs for a shower too big install. To date I have not received a phone call from ** *** or ***************** and am very concerned about doing business with a company that will not respond timely or at all for a product that is supposed to carry a lifetime guarantee. The ensuing e-mails continue to hold me hostage to a no return of down $ and additional payment for material unable to be installed.

  

  Business Response

  Date: 10/17/2023

  Home Smart Industries, LLC (the “Company”) entered into a contract with ****** ******** (the “Complainant”) dated August 22, 2023(the “Contract”), for the installation a ****** ******** Shower (the “Project”).  The Company was scheduled to begin the installation of the Project on or about September 21, 2023, but the Complainant refused to allow us to proceed with the installation.
  
  We wrote to the Complainant numerous times advising that we were indeed ready, willing and able to proceed under the Contract, and to honor any and all post-installation warranties for the Project.  Specifically, we contacted the Complainant, inter alia,  on September 26, 2023, September 27, 2023, October 2, 2023 and October 13, 2023, advising him of same.  Further, we offered the Complainant two (2) credits in the amount of Four Hundred and 00/100 Dollars ($400.00) and Five Hundred and 00/100 Dollars ($500.00), respectively, as a gesture of goodwill and in an effort to amicably address his concerns.  Nonetheless, the Complainant advised he was moving forward with another company and desired to unilaterally terminate the Contract. 
  
  The Complainant now files the above-referenced complaint seeking the full refund of the deposit.  As we have advised him on several occasions, we are unable nor required by the terms of the Contract to refund the deposit for two reasons.  First, the Complainant attempted to cancel the Contract well outside of the cancellation/recission period (as specified thereunder). Second, the Company ordered and paid for the materials from ******, the cost of which far exceeds the amount of the deposit.
  
  While it is always our desire to satisfy each and every customer, we recognize some customers are uninterested in working together to resolve the issues they may have. To make baseless accusations suggesting our company has in some way treated them unfairly nor capable of performing under the Contract is unacceptable.   The Company is prepared to perform the work required in a good and workmanlike manner and has done nothing but seek an amicable resolution.  While our aim is to resolve complaints and satisfy our customers, we cannot provide the customer with a refund. 
  
  Thank you in advance for your time and considerations in this matter, and please do not hesitate to contact me with any further questions or concerns at ******************************************* *************.

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Home Smart has provided misleading and untrue response. I attached the statement I provided to the PA Attorney Generals Office that I attested to under penalty of Law.  I have not contracted with another vendor nor did I tell their contractor they could not install the new shower when they arrived. The Home Smart contractor stated unequivocally that he was leaving, the manufactured material provided to him by Home Smart could not be installed due to their measuring error. The treatment I received from Home Smart since the contractor walked away from the job is totally unacceptable. The greatest lies told are that they repeatedly reached out to me. To this day have not received a return phone call since my initial call to ************** on 9/22/2023, on that date their sales manager requested I call him on 9/25/2023 due to is being involved in a family emergency.  The call on 9/25 was not answered nor was it returned after leaving a message. The response I received 3 days later was a threat to commence installation within 10 days or else they would keep my $4,800 and sue me for the cost of materials in excess of the $4,800. Materials that could not be installed in the first place and taken back to Home Smart by their contractor.    No call, no explanation. This is fact.  
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 11/29/2023

  I am not understanding the continuation of tis complaint by *********************  He has bee refunded 100% of his deposit (on his credit card), and I spoke at length with his attorney, *****************************, on November 1, 2023, and so advised him of that fact.  Whether his attorney relayed the contents of that discussion to his client, I do not know.  As such, at this juncture, there is no ongoing dispute as ******************** achieved the result he requested in his initial complaint.

  Thank you.

  Customer Answer

  Date: 12/13/2023

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

• Initial Complaint

  Date:08/23/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/20/23, I entered a contract with this company to install a ****** commercial grade walk-in/shower unit. They failed to initially share the contract or the details. Once that was received, the company manager (****) responsible for the installation, refused to pull permits, and acquire license professionals such as plumber/electrician to perform the work. He had a general contractor show up to perform all the work. I refused to allow it. I want the ****** product but do not want to deal with this company. The salesmen (****) didn't properly communicate all facts, the install timeframes and/or expectations honestly. Smart Homes lacks professionalism and is exploiting and degradation of the ****** brand. I will not deal with them moving forward, and I recommend other consumers do not either.

  

  Business Response

  Date: 08/24/2023

  We have reached out to the customer and spoken to her, and are in the process of resolving the customer's concerns. 

  Customer Answer

  Date: 09/07/2023

  The company and I have worked out my concerns.  Thus, the case can be closed.

• Initial Complaint

  Date:08/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Smart will not stop calling me after numerous requests to do so. I have told them numerous time that I have no interest in their products or services.

  

  Business Response

  Date: 08/07/2023

  Most recently, Customer summitted a ***** lead on July 8, 2023, and we contacted him as requested. On August 3, 2023, Customer requested we stop contacting him, and the company did not call thereafter.  

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 89-year-old mother had an in-home consultation with this company. They were selling a walk in bath. After agreeing on a price, my mother and I, who was helping her navigate process , told the salesman that the only way we could purchase was with 0% interest and no payments for a minimum of 12 months. The first lender that he called only offered her three months of both, so we declined. He then called the second lender which was ********* ****. After speaking with them, and I assumed telling him what type of loan that she needed. He then passed the phone to me to give some information. My mother was approved for the loan and per talking to ************** terms were supposed to be given by the merchant. They were not. This was on 4/12/23. I texted the salesman and told him that I received an email that stated 0% for three months and no payments for three months. He assured me that that was the previous loan and that we were all set with this loan for 18 months. He said he would follow up the next day With the details of the plan. He never did. I was not worried because there were no payments and I was comfortable because we had verbally discussed it. On May 16, 2023 the tub was installed and she signed a sales slip, which, in small writing said minimum payments required. My mother did not see these three tiny words and signed the agreement. Again, we were comfortable and confident, knowing there were no payments for 18 months. No one, including the bank had told me that they were any payments. On June 21, my mother received her first statement from ********* ****. That statement showed that she owed $532 a month for the next 18 months and then the loan would need to be paid in full or the accruing interest would be charged. I immediately reached out to the bank who confirmed this was correct. I then called the company and was told that they must've made a mistake because in their files, it shows 0% interest and no payments for 18 months. I spoke with a woman named *******. I then called the bank back who confirmed they were not correct that my mother did owe this money . I have a recorded call with the president of the company and the salesman saying that they made a mistake. I’ve been trying to negotiate with the president and he has been extremely challenging to deal with. I have been trying to deal with the company for six days and I need some help. This is clearly a predatory practice to make a sale. No one would agree to a loan and not know what the payments were. Thank you.

  

  Business Response

  Date: 07/14/2023

  This matter has been resolved by the parties.

  Customer Answer

  Date: 07/14/2023

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