• Report: #269948
Complaint Review:

CitiFinancial Retail Services - Roomful Express

  • Submitted: Fri, August 24, 2007
  • Updated: Sat, April 05, 2008

  • Reported By:Allison Park Pennsylvania
CitiFinancial Retail Services - Roomful Express
citifinancial.com/retailservices/retailservices.php Columbus, Ohio U.S.A.

CitiFinancial Retail Services - Roomful Express Customers beware!! Columbus Ohio

*UPDATE Employee: Make Your Payments on Time!

*UPDATE Employee: Roomful Express Customer Support Response

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Interesting experience with this company. Purchased furniture from Roomful Express in Pittsburgh, Pennsylvania in May of 2007. Financing package was four years free financing, but must make a payment each month. At the store, signed the contract for the credit card, but never received a hard copy of the finance terms. Admittedly missed the first payment.

First payment was due June 29. Got phone calls from the company requesting payment. The payment for each month was $22. Customer Service and/or collections requested a payment of $44, to cover the June payment and the July payment. Extra charge of $15 to make payment, assessed a $50 late fee + financing. Verbally told my next payment would be due August 29, but because of when they post payments, better make sure that the payment is in by August 19. Fine.

I make the $44 payment, plus extra for the convenience of paying them right away. As a weird aside, I had received the first two statements, even though they had my address wrong. Haven't received a statement in the mail since the second mailing, even though it was verified that the address was correct in their files.

Based on this coversation with the customer service rep, I sent in a payment electronically, my bank records indicate that it was sent August 1. Since I hadn't received a statement, I called to verify if they'd received a payment and find out what was owed on the account. Their records indicate that they received payment July 28, but a late fee had been assessed since a payment was due June 29. WHAT???

I start to complain, and the customer service rep waived the late fee plus financing as a one time courtesy, and that brought the account balance to zero. I was very confused, since I didn't realize that the $1,100 would pay off the balance of the account. I asked to close the account and for a zero balance. It will be interesting to see if I get that.

I saw some complaints here that people didn't understand that they have to make a payment every month, regardless of the amounts, that you can't "pay ahead". Well, how about being told over the phone that you have to "pay ahead", then get told verbally when your next payment would be due, then only have an account balance that is representative of a late fee. Slick. Oh, and since when do you get a due date, but it is late if it isn't received by the company at least ten days before the due date? My advice -- just skip doing business altogether with this company.

Also, something else that I don't understand, is that when I call the automated system, I am informed that my "pay off" balance is $40.65. Supposedly, that was based on the late fee, which I think was $39. Call the automated system, and I am told the pay off balance is 57.15 if paid by Sept. 2. That would be financing on top of the late fee. Hopefully, the automated system just hasn't been updated yet, because I was just told there is a zero balance on the account. Bottom line -- DON'T DEAL WITH THIS COMPANY!!!

Allison Park, Pennsylvania

This report was posted on Ripoff Report on 08/24/2007 09:12 AM and is a permanent record located here: http://www.ripoffreport.com/reports/citifinancial-retail-services-roomful-express/columbus-ohio-34218/citifinancial-retail-services-roomful-express-customers-beware-columbus-ohio-269948. 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

Make Your Payments on Time!

AUTHOR: Momof2boys - (U.S.A.)

I am currently an Account Manager with Citifinancial Private Label Division. We provide financing for several furniture companies. Roomful Express, Rooms to Go and Haverty's Furniture are just a few that come to mind. Most customer complaints are over late fees, interest rates and collection calls. If you fail to make make your payments on time, we will assess a 39.00 late fee. Unfortunately, some people fail to read or understand the terms of the contract, and don't fully understand their promotion. If you're unsure when your payments start, then it's a good idea to pull out your original contract or simply give us a call.

However, many people wait until they are delinquent and receiving collection calls before they contact us. It's the account holders responsibility to know when their payments are due and to make them on time. Failure to do, results in late fees, penalties(negative credit bureau reporting) and collection calls. Also, based on your promotion, if you fail to make two consectutive payments, your interest rate will increase to 26.99%. In most cases, it will default to the original apr once the account has been brought current.

Of course, it's not a perfect world and a representative may occassionaly provide less than accurate information. If this is brought to our attention, we can rectify the situation by providing more training. Again, it is the account holders responsibility to know when their payments are do. They should also provide accurate information so that we can immediately contact them if for some reason the payment is not received by the due date. It's amazing when people say that they will no longer do business with a company because they have failed to meet their expectations, yet they fail to meet their own obligation and have no problem accepting the financing that we provide which enables them to make their purchases. Bottom line;be knowledgeable about your financing and pay your bill on time, and we will not contact you.
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#2 UPDATE Employee

Roomful Express Customer Support Response

AUTHOR: Roomful Express Customer Support - (U.S.A.)

This is Roomful Express Customer Service.

We value our customers and their satisfaction very highly. We are sorry that you feel that your experience of our service and products was not satisfactory, and we are welcome the opportunity to resolve this with you.

Any customer with a legitimate issue is given our full attention until the issue is resolved. We would like you to contact us regarding this so that we can resolve it with you.

You can contact us at: (888) 696-7378, Monday thru Saturday 8:00 am-7:00 pm EST.

We look forward to hearing from you.
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