Complaint Review: Rug Doctor - Plano Texas
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- Author Confirmed
- Rug Doctor 4701 Old Shepard Place Plano, Texas United States of America
- Phone: 1-800-784-3628
- Web: http://www.RugDoctor.com
- Category: Appliances
Rug Doctor - A CREDIT CHECK WHEN A MONTHLY CREDIT CARD PAYMENT IS AUTHORIZED? - Plano, Texas
*Author of original report: Customer Service UPDATE - PLEASE READ!
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WHY IS RugDoctor.com RUNNING AUNAUTHORIZED CREDIT CHECKS?
After watching the late night informercial for the Rug Doctor Carpet Cleaning System, my husband and I decided to purchase the cleaner. We called the next morning, gave the representitive our credit card info, gave Rug Doctor authorization to charge our credit card 5 monthly payments of $139.00, received our authorization number for the 30 day initial charge of $29.95 + $60.58 Tax = $90.53, and were told our machine would be delivered in 4-7 business days.
We waited, very excited to receive our brand new carpet cleaning system! And waited, and waited and waited. On day 11 I called their customer support number to find out the estimated delivery date. To my surprize and amazement, I was told that we did not pass a CREDIT CHECK APPROVAL and our order was cancelled. I was confused. I asked if this was the situation, why weren't we notified. "Rosa" said that they did call and they have also sent us a letter in the mail.
After I hung up, we thought about this, so I called back. Rosa forwarded my call to a supervisor named "Catherine Osborne". I asked Catherine to explain to me why a credit check was run on us without our approval. I also wanted to know how, since we didn't give them our social security numbers. We didn't apply for credit, we authorized 5 monthly payments to our credit card!
Catherine stated that when we called to purchase the machine, we were asking to be set up for a payment plan, so the Rug Doctor company does a NAME AND LOCATION CREDIT CHECK. She claimed that they could not find any credit history for my husband at our current address, so we were denied and our order was cancelled.
We have lived in our home for more than 15 years. We are home and land owners with a home based business. I don't see how they couldn't find any information, but I honestly don't see why they even needed to in the first place!
WE DID NOT APPLY FOR CREDIT, WE AUTHORIZED 5 MONTHLY PAYMENTS! So why is this company running unauthorized credit checks?
This report was posted on Ripoff Report on 03/13/2010 10:08 AM and is a permanent record located here: https://www.ripoffreport.com/reports/rug-doctor/plano-texas-75093/rug-doctor-a-credit-check-when-a-monthly-credit-card-payment-is-authorized-plano-te-580534. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 Author of original report
Customer Service UPDATE - PLEASE READ!
AUTHOR: Mr. & Mrs. Cano - (U.S.A.)
SUBMITTED: Monday, April 19, 2010
This update is long over-due .. PLEASE READ!
Due to unforeseen circumstances, I was not able to update this report sooner. My apologies to the Rug Doctor company
Approximately one week after I filed this report, I received a call from a Rug Doctor company manager. After our initial conversation, he explained to me what the credit check approval was all about. Because of the quality and cost of the machine, the Rug Doctor company does what is basically a personal verification through the credit reporting companies to verify that your name and address matches your credit card and who you say you are.
When I placed my order I apparently did not understand what the verification process was when it was explained to me. The manager explained that when they tried to verify us, our credit security program blocked them from obtaining any information on us. Which is actually excellent news for us, but my call to customer service did not give me this answer. His explanation now made perfect sense to me. He suggested that we give them permission to run our social security number, strictly for verification purpose, and he would re-submit our original order for the Rug Doctor carpet cleaning machine.
The manager I spoke to exemplifies the difference between someone answering a complaint question and genuine extraordinary customer service! I now have in my possession the best and LAST carpet cleaning system I will ever own. My suggestion to everyone who is reading this, do yourself a HUGE favor and order yourself the Rug Doctor carpet cleaning system today.
I send thanks the manager I spoke with and appreciate that he saved this sale!
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