Consumer complaint received 2025-01-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
I purchased a leather sectional sofa from XXXX online and I have been a member since 1985. I told them I would be taking the couch to my house in XXXX and they do white glove delivery so I requested they open the boxes to allow my boyfriend to see there was no damage, as there were reviews online about damaged items being received. They did not open the box the first time out. They were delivering a Washer and Dryer so I asked them to do it when they brought those items. I was busy supervising construction on my home and fighting my XXXX  who embezzled my XXXX XXXX XXXX. So, I did not know until the couch was brought to XXXX, paid 18 % tax, and {$500.00} to unload and carry it upstairs that the leather in three places was damaged and so was a hardware piece used as a table. I contacted them and asked them to replace the damaged part or pay to have it repaired. They asked for pictures which I sent. I didn't hear anything back and called again and was told I hadn't sent what they asked for. I resent the email with the date showing it had been. They also wanted an estimate for repair which I had a couch manufacturer write up. They denied this stating the proper verbiage was not used. I explained I was in a foreign country that speaks a different language. Meanwhile, I disputed the charge through my XXXX XXXX credit card. Which XXXX allowed because XXXX was clearly in the wrong and refused to do anything about it. Finally, they agreed that they would have someone from the XXXX, XXXX XXXX come out to pick it up. So, I had to have a custom couch made. On the day they were supposed to pick it up, I had to wait over 12 hours. One man showed up in a box truck. He couldn't carry it down the stairs by himself and even if he could have it wouldn't fit into the truck he bought. He wanted to reschedule for another day. I had my couch delivered the following day. So I donated the couch to the local orphanage. The price of the couch had also gone down by {$500.00} and they had credited that difference back to me. Then they turned me over to a collection company. XXXX credited my account after a long investigation because XXXX was in the wrong. Here is their warranty. XXXX couches come with limited warranties that cover defects in materials and workmanship. XXXX also has a generous return policy that allows customers to return couches for any reason. 
Warranty Repair or replacement : XXXX will repair or replace warranted furniture at no charge if there's a defect in materials or workmanship. 
Natural markings : Natural markings like wrinkles, color variations, and scars are considered normal and not defects.

Leather : XXXX doesn't warrant leather against scratching or scuffing. 
Cushions : Cushions are covered for one year against tearing or separating seams. 
XXXX  fabric : XXXX fabric is covered for five years against color or strength loss from normal use. 
XXXX  fiber : XXXX fibers are covered for two years against cracking, fading, and splitting. 
Return policy XXXXXXXX XXXX return policy is generous and doesn't specify a time limit for most items. 
Customers can return products purchased at a XXXX location to any XXXX warehouse. 
Customers can return items ordered online to any XXXX warehouse or initiate a return through XXXX. 
Extended warranty XXXX offers an extended warranty protection plan through XXXX XXXX XXXX ( XXXX ). This plan covers defects in materials and workmanship, normal wear and tear, and mechanical and electrical breakdowns. Additionally XXXX did nothing about contacting me or notifying of any intention to send me to collections. 1. Double-check the Debt Verify the debt amount customers owe to you. Double-checking the debt might feel like it is unnecessary because you already know the details. However, you are advised to check how much money the client owes to you. So, before you hire a collection agency make sure you have checked the correct amount from your records.

2. Issue a Notice Reaching out to your client multiple times didnt pay off. So, serve them a written notice highlighting the amount they owe you. Also, mention youre handing over the matter to a reputable collection agency. Most people do not want to deal with a collection agency, so taking this step might help you get your money without any further action.

3. Comply with Laws Make sure you comply with state laws if you are sending a bill to collections. You must know the regulatory laws of your state. Research online or seek advice from legal professionals to know the time for debt collection within your jurisdiction. This is because by not complying with laws and regulations, you may have legal issues.

4. Adhere to the Ethical Practices No matter how big or small the debt is, you must treat debtors fairly until the completion of the collection process. There is a Fair Debt Collection Practices Act ( FDCPA ) to monitor how you and collectors behave with clients. So, avoid harassing them and follow ethical practices.

5. Respect the XXXX XXXX XXXX a collection agency that follows all guidelines, including not contacting debtors unnecessarily or using any foul language. Collectors must respect their privacy by not disclosing invoicing details to other parties. Assigning the collection task to an authorized agency is crucial, as it increases the chances of clients completing the payment.

Once I found out they had I then disputed it with Equifax. Equifax did not pay any attention to the documentation I submitted to them about the warranty and XXXX did not follow it or advise me they were sending me into collections. Or that they also were charging me the full cost of the couch even though it had gone on sale. XXXX also canceled my membership of almost 40 years. If Equifax had read the warranty and followed the laws of turning someone into collections they would have removed it from my credit report. XXXX lied and said they didn't know I was taking the couch to XXXX, I had many conversations with them and I did not hide anything from them. I ended up paying almost three times as much to replace the couch and XXXX would have only destroyed it had they sent the correct amount of people and the right sized truck out to get it. Also, the proper time to do or say something to me was when the XXXX Credit card company approved my dispute. But Equifax ignored everything sent to them and it is still on my credit report. I was relieved of any obligation once XXXX allowed my dispute and XXXX failed to send the proper sized truck or people out. They also could have easily paid the {$300.00} to repair the damage.

Company response to consumer: Closed with explanation