Consumer complaint received 2022-06-14
Company: Admin Recovery, LLC
State: ND
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Debt was to be waived by original creditor. Received a call to collect without getting original notification. Also received call to collect without my right to dispute. 

Below is an outline of the issues we had, people we chatted with, and extensive notes that weve taken for a situation like this. A copy of this letter will be going to the following. Consumer Financial Protection Bureau ( CFPB ), XXXX XXXX XXXX XXXX XXXX  ), Admin Recovery LLC, XXXX member Support, XXXX XXXX and XXXX XXXX, XXXX, XXXX and XXXX. 

Balance total on invoice that have received from Admin Recover LLC collections is {$650.00} We are requesting total refund of {$2600.00} for total bill refunded as you will see below item is not able to be used and we were paying/paid for Item Ordered XX/XX/XXXX o Total {$2600.00} Mid XX/XX/XXXX issue o the bikes resistance & elevation feature were no longer working. This feature would react to the landscape the instructor was taking you through. If they were climbing a hill, the resistance and elevation would increase. Even if you tried to increase resistance and elevation manually, it would not adapt but instead stay static. It took me a week or XXXX but eventually I was able to place a service request on the bike as it was under warranty. XXXX said they would contact a third party vendor to come out and service the bike. 
XX/XX/XXXX o I was contacted by XXXX with Fixed. Since XXXX was mailing out the parts, he reached out to confirm I had received the part. We scheduled a service visit for XXXX XXXX XX/XX/XXXX o XXXX did not show up as he was running behind. After many backs and froths, we ended up scheduling a visit for XXXX XXXX. 
XX/XX/XXXX XXXX came out to fix the bike. He said that the part he had to put into the bike, a new circuit board, was inside the bike. To get to it, he had to remove the middle covering. To do this, he would have to remove the pedal on the left side of the bike. We left him to his work on the bike. XXXX minutes or so he was unable to remove the pedal due to a stripped screw. We asked what the next step should be to fix it & he said he had to order a new pedal & a tool to remove the stripped screw. He said hed order them & they should show up in the next week but he would keep me updated. 
XX/XX/XXXX o Text to XXXX ( XXXX ) to ask what the status was on the order. He said they had been ordered but hadnt received any confirmation on shipment. He said he would keep me updated. 
XX/XX/XXXX o No response yet on parts so another text to XXXX, I asked if there was any update on scheduling service or the parts. There was no response XX/XX/XXXX o I called back into XXXX to see if we could get another service individual scheduled to come out. I also asked them the update on the parts. They said there was no order placed. Ws told they would work on getting an order in along with providing a NEW service individual to fix the bike. 
XX/XX/XXXX o contacted by a new vendor called XXXX XXXX. We worked to schedule service. 
XX/XX/XXXX o They came out this day, however, I had not received the part yet, so there was no service to provide. 
XXXX XX/XX/XXXX o I received the part XX/XX/XXXX o Called to schedule service. At the time, the individual who answered said that someone from the office would call me to schedule a service. I never received a call back. 
XX/XX/XXXX o XXXX from XXXX XXXX called me to state they were at my house. I told them I was not there as no one had called me back to schedule a service date. He apologized and said he would send a note to his manager to give me a call. I never received a call. 
XX/XX/XXXX o XXXX XXXX XXXX to schedule a service. The earliest they said they could get to me was on XX/XX/XXXX. 
XX/XX/XXXX o I was called and told the individual who was scheduled to come up that day could not make it but rescheduled for the XXXX at XXXX a.m. 
XX/XX/XXXX o Waited at home for an individual to come. After XXXX minutes and no one showing up, I called the number for XXXX XXXX to see if they could make sure the individual was still showing up. After another XXXX minutes of no contact, I called back and told them to no longer bother sending someone to the house. I was not there & would not be working with an unresponsive company. 
o Called XXXX XXXX tell them I would be requesting a charge back for the bike. 
o XXXX XXXX team lead for client services team contacted us letting us know they would put a request in with the XXXX XXXX XXXX to request a new bike or refund the bike. We needed to provide some requested details on the situation first. This info was not available right away and would need to take some time on our part. 
XX/XX/XXXX o Provided her those requested details. 
XX/XX/XXXX o Reached out to XXXX and requested an update. 
XX/XX/XXXX o She responded and said a product resolution solution had been approved and that someone would be reaching out from the team. 
XX/XX/XXXX XXXX I asked what to expect from this team. 
XX/XX/XXXX o XXXX XXXX said that I could expect an email, which I had not received from them. She said she would reach out and get an update. 
XX/XX/XXXX o I told her I still hadnt received an email. I told her that if I didnt hear anything by Wednesday ( XX/XX/XXXX ), I would be requesting a chargeback. I did not hear anything by the XXXX so I called TD Services & requested direction for beginning the process of a chargeback. 
XX/XX/XXXX o Called into XXXX to be provided some details on dates for my call-ins to put on the dispute form. When doing this, the client service individual reviewed the notes on the account & put me in touch with XXXX XXXX. He stated that he showed I had been approved for a new bike. However, through conversation, we found out the reason they had not gotten ahold of me is they had the incorrect email address in the system. I told him we appreciated the offer, but we are requesting a chargeback. He then stated he could get approval for a refund of the bike, if we were comfortable removing it from the house without help from XXXX. We agreed that would be fine and he began the process of a refund. 
XX/XX/XXXX o XXXX confirmed that a refund had been approved. 
XX/XX/XXXX o The refund was transacted and posted on XX/XX/XXXX in the amount of {$1600.00} XXXX of XX/XX/XXXX o Continued to receive calls from XXXX on paying off the remainder of the bill. 
XX/XX/XXXX o Called to find out why the remainder of the bill, {$650.00}, had not been cleared. The individual who helped me stated that there was a pending payback on the account. The way they explained this to me was that it was showing as a credit that would be cleared. They would call back if this was not the case, however, it was under this impression that we believed that we no longer owed anything on the bike. 
XX/XX/XXXX o Continued to receive calls from XXXX on paying off the remainder of the bill. 
XX/XX/XXXX o Called back to the client service team to find out if payment had been applied to the account. Again, I was told something like the conversation on XX/XX/XXXX that there was a pending payback and that I would not need to pay anything back to the account. 
XX/XX/XXXX o Received a call from XXXXs collection Third Party stating there was a bill that had been sent to them and they were reaching out to collect on it. 
XX/XX/XXXX o After several attempts to be put in touch with a manager at XXXX, I finally talked to a XXXX on XX/XX/XXXX. XXXX and I were on the phone for XXXX hours as she explained to me that whatever I heard from my calls in XXXX was incorrect and that, in fact, we did owe the remaining portion of the bill. I requested that the calls, which she had reviewed, be forwarded to me so I could hear back my conversation. She said she was unable to provide this and if I wanted to dispute the remaining charges, I could do so through a dispute form. 
XX/XX/XXXX o Received initial letter from Admin Recover LLC

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