Consumer complaint received 2018-04-03
Company: SYNCHRONY FINANCIAL
State: OH
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
I purchased an adjustable from XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Ohio on XX/XX/XXXX. The bed worked for about 1 week. I contacted the store on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX regarding the problem. I was told that I need to contact the manufacture of the bed to schedule for the repairs. I was given a phone number XXXX on XX/XX/XXXX by XXXX customer support rep. I started calling this company on XXXX, but received a message, closed for the holiday. I called again on XX/XX/XXXX at XXXX XXXX, but was placed on hold for several hours, disconnected, transferred. When I finally talked with a rep from the manufacture, late evening, I was told I had the wrong company for the type of bed I had purchased. When I purchase the bed I was not informed that I would need to contact the manufacture of the base for repairs if needed. This is information that should have been discussed to enable me to make an informed decision, whether I want to purchase the bed or not. I was told by XXXX, sales rep, that I had a 20 year warranty, the bed would be replaced or repaired at no cost to me. I contacted the sales rep, XXXX XXXX, on XX/XX/XXXX at XXXX XXXX  to explain my problem, getting through to the manufacture of the bed, and not getting assistants from XXXX. XXXX stated that XXXX should have sent a repair person to fix problem, " you guys were very nice people ''. When I called XXXX again on, XX/XX/XXXX, as she requested, she was very rude, stating it was not something the store could assist me with. After several minutes of a back and forth conversation with XXXX, store rep, she gave her cell phone to a man who never identified himself, but told me I had to choices, I could call the manufacture or he would call and have them call me. The bed base should have been replaced by XXXX XXXX XXXX, where I purchased the bed, but refused, stating it was not their issue. This is very serious because my husband had XXXX XXXX on XX/XX/XXXX and he has to have head elevated at a 30 degree angle at all times, which is the main reason for the purchased of the bed. When I finally located the correct number for the bed XXXX, on warranty paper work, after several hours of waiting, I finally talked to a rep, who requested that I look under the bed to located a power box to see if there was a green light on. She stated that a new part for the bed would need to be ordered, and it would take 3-5 days, or I could pay {$44.00} for next day delivery. In the mean time, my husband has had XXXX  XXXX on XX/XX/XXXX and needs to have his head elevated at a 30 degree angle, which is the reason for purchasing the bed, we stack pillows to help with the pain. I'm XXXX years old, and I had to crawl under the bed to locate serial numbers, cords and power boxes. This should not have happened. This is very insensitive of XXXX XXXX XXXX rep, manager, the manufacture. A customer spending {$11000.00} in the XXXX XXXX XXXX should be treated with more respect. When I requested a refund and pick up of all furniture, I was told by a customer service rep, that XXXX XXXX does not refund merchandise that has been delivered and excepted in the home by the customer. I was given a 100 percent money back promise certificate that states, if I am not please with my purchase I can receive a full refund.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation