• Report: #1125512

Complaint Review: RAC Acceptance

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  • Submitted: Fri, February 21, 2014
  • Updated: Fri, February 21, 2014

  • Reported By: Dane — Adamstown Maryland
RAC Acceptance
1305 W 7th Street Frederick, Maryland USA

RAC Acceptance Ashley Furniture Scammed by Ashley Furniture then further ripped off by RAC Acceptance. Wrong furniture and Hidden items on invoice Frederick Maryland

*UPDATE Employee: RAC Employee

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So I decided to go to Ashley Furniture in Frederick, MD to purchase a new bedroom set.  I knew exactly what I was looking for and what I wanted to purchase.  Upon talking with a sales associate and discussing the items, I had decided on a new bed and 2 nightstands.  The sales rep kept pressuring me into buying the matching dresser as well and I refused several times due to already having a much nicer dresser.  After picking out the mattress for the bed we went over purchase options.

Since I do not have the best credit, I had to go through RAC Acceptance inside of Ashley Furniture.  I had added the cost of everything before to total $1800 and some change.  Before talking with RAC Acceptence, the sales rep handed me the invoice and gave me totals which added to about the same figure I had priced everything at.  The sales rep however DID NOT go over the invoice with me due to "not wanting to waste any more of my time since I had already spent several hours inside of the store." 

After talking to RAC Acceptance for an hour going over payment plans, we came to a reasonable monthly payment figure.  Papers were signed WITHOUT having anything explained to me.

Delivery was quoted at 4-6 weeks.  Actually time it took for the furniture to be delivered was 16 weeks.  Upon the delivery truck pulling into the driveway, the associate had me sign the delivery papers.  These papers were the delivery acceptance papers without telling me and BEFORE anything had been even taken off the truck and inspected.

Low and behold, the bed headboard was damaged.  and the matching dresser was sitting inside of my hallway WHICH I DID NOT ORDER.  Being already mad at the fact I was sent a new dresser after refusing and correcting the sales rep inside Ashley Furniture that I did not want it.  Thinking it was only a mistake I double checked my invoice I got that day from the store and sure enough the dresser was not listed on my invoice.  Until I took a closer look.  The dresser actually was on my invoice.  It was printed in black ink in the light black Column heading area which was shaded a light black.  I needed a bright light directly on the invoice just to make it out.

After calling Ashley Furniture, they refused to take the furniture back due to already signing the papers for delivery.  The same papers that were given to me BEFORE anything was unloaded off the truck.

After everything was assembled, INCORRECTLY of course, The headboard had damage to it.  Easily noticed I might add.  I drove to Ashley Furniture to confront the manager about the hidden charges on the invoice.  He said "Oh that's not good.  Did sign the delivery papers?"  I precceded to explain how the papers were presented to me before anyything was unloaded.  His response was "Sorry but if you signed the delivery papers, then theres nothing we can do about it."  After thinking more into it on my way home I realized that the numbers were correct in my head when it was totaled with just the furniture that I wanted so how could I get the dresser and it be the same price.  Sure enough, they sent me the WRONG MATTRESS.  They sent a cheaper mattress to cover the cost of the extra dresser.

Moving on to RAC Acceptance, I had been paying them $197 a month for almost 12 months totalling $2400.  Keep in mind the original total was $1800.  When calling about the total payoff amount I still owed, they proceeded to tell me that I still owed $1650.  So with $2400 paid to them so far, only $150 had been deducted from my original cost.

I tried to ask them for a breakdown on why my total had barely gone down and they avoided the subject.   They explained that the total amount paid over 3 years would be $5600.  This irritated me even more because I was paying $197 a month.  Drawn out to 36 months thats $7100.  So where did they get $5600 and where is the other $1500 that I'm paying them go?

Finally fed up with them, I call them and tell them to cancel the account and come get the furniture back.  To which point the sales rep on the phone is trying to convince me to use a different program where they lower your payment but pay for an additional 12 months.  I said no and they should just come get it.

Over the course of the week, I had ignored several of their calls until they left me a voicemail stating when they would be there to pick up the furniture, which they never did.  I answered one night and the guy on the phone said they wouldn't make pick-up plans until I made another payment.  I refused and said I was done paying them an absurd amount of money.

He calls me back later that night and I let it go to voicemail.  He left a voicemail then hung up the phone.  At least HE THOUGH HE HUNG IT UP.  The RAC Acceptance sales rep proceeded to unknowingly leave a 2:30 minute voicemail on my phone bad mouthing me to a fellow employee stating that he was "Done dealing with me" and "Not gonna try and help unless he pay me my money."  I immediately called back and asked for the district managers name and number which he gave promptly.  I then proceeded to remind him to hang up the phone completely before leaving a disrespectful voicemail on a customers phone.  Needless to say he called me back immediately wanting to know what was said on my voicemail.

I contacted the distric manager Tim Posey a day later and informed him of the situation of his employees voicemail and how I wanted the furniture removed and my account cancelled.  He further tries to push me in the direction of keping the furniture and continuing payment under a new plan for an ADDITIONAL 38 MONTHS.  I refuse and tell him I want the furniture removed.  He set a date for pick up and as far as that voicemail went.. IT WAS COMPLETELY IGNORED.  He never once inquired about what happened with the voicemail.  I even said to him directly on the phone, "It was unacceptable to be a long term customer and have your employees speak about me in that manner."  He did not even  recognize his employees behavior or deragatory comments nor do anything to address the situation.

The RAC Acceptance movers came to pick up the furniture today, 2 hours late I might add, and removed the furniture from the house.  Good guys I might add.  Definitely pissed to hear how the rep spoke of me on the voicemail.  While moving the furniture out, they hit several walls leaving black streak markes and scratches.  They then presented me a slip to sign saying pick had been completed as well as a charge for another payment on the furniture.  RAC Acceptance wanted me to pay another back payment on the furniture they had just removed from my home after banging up and marking my walls with the furniture.  I did not sign the slip and instead wrote that the "Furniture was picked up and in good condition."

I have several pictures of all damage done to the walls as well as the original invoice that was given to me by Ashley Furniture with the hidden charges.  I have contact names and numbers/business cards of the reps spoken to in this situation as well as the movers.


This report was posted on Ripoff Report on 02/21/2014 03:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/RAC-Acceptance/Frederick-Maryland-21702/RAC-Acceptance-Ashley-Furniture-Scammed-by-Ashley-Furniture-then-further-ripped-off-by-RA-1125512. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

RAC Employee

AUTHOR: RAC Employee - ()

Hi, I work with RAC and RAC Acceptance and I’m really sorry to hear that you didn’t have the best experience with us. We at RAC take pride in treating all our customers in the same courteous and professional manner and in providing customers with the right information they need to make the best decisions. I apologize that this was not the service you encountered, and encourage you to give us a call at 1-800-422-8186 if there’s anything else we can do for you. Thank you.

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