Consumer complaint received 2022-08-23
Company: TD BANK US HOLDING COMPANY
State: VA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I purchased a new XXXX  XXXX treadmill on XX/XX/XXXX, via the XXXX website for {$4400.00} ; it was delivered on XX/XX/XXXX. TD Bank was the lending company that financed the purchase through an installment plan. 

Within less than a year of normal use, the first treadmill literally snapped in half on both sides of the metal base frame with significant rust throughout. I filed a Consumer Product Safety Commission report, contacted XXXX for a replacement, and contacted TD bank. I continued to make payments diligently in spite of that. 

Consumer Product Safety Commission Report on Treadmill 1 : XXXX : XXXX? XXXX I received a new second XXXX XXXXXXXX in XXXX of XXXX. After only seven months, the treadmill experienced severe malfunctions such as stopping while I was running and lowering to its lowest possible state randomly without user input. Then, its base metal frame cracked in the same exact spots as well with similar rust. I reported this numerous times with photos and video to XXXX and TD Bank. 

I asked for a full refund from TD Bank due to the significance of the repeated safety hazard and XXXX 's non-responsiveness. Twice, TD bank has ruled in favor of the merchant even though acknowledging " defective merchandise, '' and TD Bank simply informed me to continue payments. No one from any supervisory level at either TD Bank or XXXX has contacted me ; in fact, no one from XXXX has reached out to me at all to ask about my personal safety, this obvious safety hazard, or to alert me to stop using the treadmill ( which obviously is inoperable ). 
Consumer Product Safety Commission Report on Treadmill 2 : XXXX : XXXX? XXXX On Wednesday, XX/XX/XXXX, the Consumer Product Safety Commission XXXX XXXX XXXX XXXX XXXX and Technician to my home to examine the treadmill. Both acknowledged immediately the significance of the safety hazard, the cracked frame, and the rust in the metal. They were obviously surprised that I hadn't received a full refund from TD Bank and no one from XXXX had reached out to me directly. Both clearly understood the larger consumer safety concern and that the treadmill posed a significant safety risk and was inoperable. 

While the case with the Consumer Product Safety Commission is ongoing, my request for a full refund from TD Bank has not been resolved. I can not understand a lending bank telling a customer ( who continued to pay in monthly installments in spite of all this! ) to resume payment on a treadmill that is clearly inoperable, deemed a significant safety hazard by the Consumer Product Safety Commission, and is the second such unit to experience the same issues within a year and a half. 

This is either gross negligence on TD Bank 's part or some type of collusion with XXXX to ensure continued payment in spite of me immediately alerting TD Bank ( the lender ) of these significant safety hazards. I have asked repeatedly to be referred to a TD Bank supervisor to no avail. 

I want a full refund. Please contact TD Bank and look into this matter.

Company response to consumer: Closed with monetary relief