ComplaintsforBrandsMart Leasing

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing a complaint against Brands Mart and their employee *************************, who has been contacting me from the number ************** in a harassing manner. Despite my clear communication that I needed to discuss the situation with another party before responding, ****************** has continued to call me multiple times, creating a distressing situation.The dispute involves a lease agreement with BrandsMart Leasing, where I returned all leased appliances except for a stove that was stolen. I promptly notified BrandsMart Leasing of the theft on the day it occurred and informed them that I am willing to pay the fair market value of the stove as per the terms of the lease agreement. However, ****************** is attempting to charge me more than the fair market value, specifically $1,274, when the fair market value stated in the agreement is $599.The agreement's "Risk of Loss and Damage" section clearly states that I am only responsible for paying the fair market value of the stolen item, which should not exceed the estimated fair market value listed in the contract. ********************** claim that I am obligated to pay more because the theft occurred outside the first 60 days is incorrect and not supported by the agreement.Additionally, ****************** has been extremely unprofessional in his conduct. He has rudely hung up on me during our conversations, and when I requested that this matter be reviewed by someone above him, he refused. This situation has caused unnecessary stress and inconvenience, and I am seeking resolution through the BBB.

  Business response

  08/26/2024

  On December 13, 2023, **************** contacted our Georgia Operations Hub to report the theft of her stove and indicated that she was in the process of notifying the police. However, no police report was submitted.  **************** was informed that the fair market value of the stove would be honored upon receipt of a police report. Regardless of the duration of the agreement or whether it is beyond the 60-day early buyout period, the fair market value will be honored once the police report is provided. 

  Kind regards

  Customer response

  08/26/2024

   
  Complaint: 22121465
  
  I am rejecting this response because: Brandsmart is flat out lying. When I contacted the office I was never told I needed a police report. I even later on received a message from ***** stating that they had accepted fair market.I advised him to leave me alone that I wanted to speak to someone I can confirm actually works at *********** to make the payment. I have called multiple times and been bounce all over and finally was able to speak to someone that stated he was a manager(*********). Once speaking to fancisco he magically stated he needed the police report first. I quested that I get something in writing from legal confirming that the contract states in order to pay fair market value I have to have a police report and that they will honor it so there would be no issues. He stated he was going to reach out to legal and let me know. He never called back. I called he following day and he refused to get on the phone. Also stated I wanted to send payment to someone I feel like actually works at brandsmart because the way ***** has conducted himself has been very unprofessional and I am in fear that providing him any of my information could lead to me other issues. I called multiple times requesting a email be sent or the arbitration process to be followed. Brandsmart has been in breach of their own contract by 1. Not honoring what is stated in the contract for theft and 2. not granting me arbitration when a dispute arose in regards the contract dispute. This is very unprofessional and not how a business of this magnitude should be handling issues. Brands mart is now attempting to change the original conversation that was had. It took for me to submit a report to the BBB for me to get anytime of response. I have attached all of my proof and screenshots of text messages. 
  
  Sincerely,
  
  ***********************

  Business response

  08/30/2024

  We have received the police report related to the theft of Ms. ******* stove. We can confirm that Ms.******* liability for the rental of the stove under her Rental Purchase Agreement is limited to the fair market value of the stove as identified in her Rental Purchase Agreement. We will notate Ms. ******* account accordingly. We regret any inconvenience or miscommunication that **************** may have experienced. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On my first visit to their new Brandsmart *** ********* center store located at ******************************************* on December 31, 2023, I decided to make the purchase appliances, however I am very disappointed in the disrespectful Misleading customer service. i bought - Sansumg Dryer DVE52A5500W $320 - ******* Washer WA41A3000AW $469.99 - ******* Microwave ME19R7041FS $130.00 - Premi Refrigerator PRF736HS $299.99 for a total of $1219.99. The seller mentioned about the store credit card or leasing. at the lease office it was a large banner with misleading advertising where it clearly says the following $49 TODAY "Brandsmart Leasing" is an alternative to big upfront payments and credit financing. CHOOSE A ***** MONTHS LEASE ownership plan and once your lease payments are made, you own your merchandise!"s i signed documents that I have no idea. simply based on the information on the misleading advertising banner. As indicated on the banner and with the explanation, it would be the installment financing of the entire order placed for $1219.99 where I had to decide how many months it would be paid. i Make 3 payments on the debt worth approximately $780. On Tuesday the 23rd I called Brandsmart leasing at the number ************ 10:47am (call duration 16 minutes) to make a payment for the entire debt of approximately $439.00 and they told me at that time that my debt was approximately $2500. I told the customer service lady that it must be a mistake if my total order was $1219.99, how could it be more than double my debt if I had already made 3 previous payments. I explicitly requested that they put me in touch with a manager and they told me that there was no one available. They explained to me that I had to go to the store where I made the purchase to be able to speak with a manager. Likewise, I contacted the salesperson who made the sale (******************) and he told me to go to the store the next day and he would help me by communicating with the managers.

  Business response

  05/23/2024

  Hi. I am not the US-based Brandsmart retailer involved in this complaint, not in any way associated with them. (I received an email from BBB a few days ago about this customer and I immediately replied to ******************** via email explaining that this complaint relates to a completely different business. The further info in this complain confirms this.)

  This complaint relates to a retail store in ******* called Brand Smart (and an in-store experience the customer had).

  My business is a (currently dormant) sole practitioner legal consulting services business originally based in ********* and only operating online via word-of-mouth local marketing clients). As is clear from my website (see link below), my "BrandSMART ****** consulting services business specializes in entertainment and IP law - and I have no current/recent clients at present. 

  ********************************************************************************************************************************************************************;

  As per my email from a few days ago, could you please ensure this complaint is immediatley redirected to the appropriate retailer and confirm this complaint is removed from my "BrandSMART ****** consulting services business record?
  
  Please call me on ************ if you have any questions.
  
  Thanks,
  ************************************
  Founder and Principal attorney at law
  BrandSMART Legal

  Customer response

  06/05/2024

  My complaint is with Brandsmart USA store that sells appliances.

  BrandsMart USA 

  ********************************************
  

   

  Business response

  06/13/2024

   

  In regard to BBB complaint 21749181 

  Thank you for the opportunity to respond to the customers complaint. 

  Our ******************** management was in contact with the customer and explain to them the next step. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,

  
  ***********************
  Manager Customer Operations
  ********************** U.S.A. 

  Customer response

  06/14/2024

   
  Complaint: 21749181
  
  I am rejecting this response because:
  I asked to speak with a manager after many email that I sent . This is the information for him.
  ******************* | Multi Unit Leader
  Florida Market
  C: ************
  He didnt give me any solutions. He told me even with attitude. Sorry that you dont understand! It is what it is . You need to make the payment or return the appliances and I asked what about if I keep the washer and dryer as I already paid about $768 what it is more of the regular value for it and He said no you have to return everything. Then I asked what about the payments that I did and He said we are going to keep that !. 
  I asked so basically I dont have any solutions but you still advertising something that it is not true. He told me you have to make a call to return the appliances.

  
  He did not help me at all. That is why I decided to contact BBB as they are really not explaining things and lying customers . As you can see on the attached. They are saying $49 today and then ***** months to pay the difference it is not fare. I just want to keep the appliances and pay my original balance and will be fare for everyone. They make a mistake and false advertising. On top of that the customer service is terrible. Please read all my attachment.

  
  Sincerely,
  
  ***************************

  Business response

  06/27/2024

   

  In regard to BBB complaint 21749181

  Thank you for the opportunity to respond to the customers complaint. 

  Unfortunately the customer will need to contact ******************** Company for further assistance.

  
  Yours truly,

  
  ***********************
  Manager Customer Operations
  ********************** U.S.A. 

   

  Business response

  08/06/2024

  ******,

  Thank you for bringing your concerns to our attention. We appreciate you being a BrandsMart Leasing customer.  Our records indicate that you spoke with our Regional Manager during the week of May 13th regarding this matter. During this conversation, you were able to express your frustrations about what you believed to be misleading information regarding your lease payments and total costs. Our Regional Manager carefully listened to your concerns and explained our policies and the available options at that time:

  Return the Merchandise: You had the option to return the merchandise.
  Continue Monthly Payments: You could continue making your regular monthly payments until full ownership was reached.
  Pay the Buyout Amount: You could pay the current buyout amount, which would allow you to take ownership of the merchandise immediately.

  At the conclusion of the conversation, you indicated that you would be scheduling a return pick-up and our Regional Manager reminded you that there would be no refund for any amounts already paid towards ownership.  We understand that this situation may be frustrating for you, and we apologize for any inconvenience caused. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that your experience with us improves moving forward.

  Thank you for your understanding and cooperation.

  Kind regards

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a tv Dec 12 ***** the tv went out about a week ago!I have been calling and calling and every one was giving me the running around on what I need to do!So one young lady gave me the number to corporate office and spoke to someone the representative was very rude to me !She yelled at me several times and even stated to ***************** you for ***** times and than hung up the phone in my face!They said that I have to keep the Tv so in other words Im paying for a tv that does not work!The representatives are very rude and unprofessional at the corporate office!I have never experienced anything like this!

  Business response

  03/11/2024

  Leedward,

  Thank you for bringing your concerns to our attention.  We appreciate you being a BrandsMart Leasing customer.

  Upon inspection, it has been determined that the damage to the merchandise in question was incurred by the customer. Consequently, the responsibility for the remaining renewal payments remains with you. Unfortunately, we are unable to issue a refund or provide a replacement in this instance.

  We also take your feedback about our customer service seriously. We apologize for any misconduct and assure you that we will address this matter in accordance with our service standards.

  At this time we do consider this matter closed. We appreciate your understanding.

  
  Kind regards

  Business response

  03/11/2024

  Leedward,

  Thank you for bringing your concerns to our attention.  We appreciate you being a BrandsMart Leasing customer.

  Upon inspection, it has been determined that the damage to the merchandise in question was incurred by the customer. Consequently, the responsibility for the remaining renewal payments remains with you. Unfortunately, we are unable to issue a refund or provide a replacement in this instance.

  We also take your feedback about our customer service seriously. We apologize for any misconduct and assure you that we will address this matter in accordance with our service standards.

  At this time we do consider this matter closed. We appreciate your understanding.

  
  Kind regards

  Customer response

  03/11/2024

   
  Complaint: 21409846
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  03/15/2024

  Thank you for your feedback. At this time, we consider this matter closed.

  Kind regards

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchases a couple of items from brandsmart and I was happy with my purchase but I used the leasing program. I have had the worst experience with the leasing. I called in a couple of weeks ago and changed my credit card on file. When I did that they changed my due dates for my accounts and because they did that it made my payments late. They also changed my charge amounts as well. On 01/26/2024 I went into bransmart to get this straightened out. They fixed my due dates and the charge amounts to the old amounts. On 01/29/2024, I received a call from brandsmart asking if they can charge my card and I said ofcourse. Instead of me paying my usual monthly amount of $190.00 they charged me $256.88 when they are the reason why my account is the way that it is. I am filing this complaint to let everyone know not to use brandsmart leasing. They are crooks and they will charge you for their mistakes. Once I finish with the 2 accounts that i have I will not be using them again for my leasing needs.

  Business response

  02/05/2024

  ********,

  Thank you for bringing this to our attention.  We will have our ********************* Team look into this and get back to you as soon as possible.  We value your business, and appreciate your patience and understanding during this process.

  Kind regards

   

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction 06/13/2023 Amount ******* on Brandsmart Card ****** on **** of America Debit Store: Brandsmart (Stockbridge Location) On 06/13/2023 I purchased a washer and dryer with the needed parts for install ( ie hoses) with delivery to my new construction home scheduled for delivery scheduled for 06/17/2023 (9:00-1pm)I advised the salesman that I do not live in the home so I need call 30 min prior to delivery coming to my home, On 06/17/2023 I received a call from the delivery man advising the he was 5 minutes away from my home. I advised I could be there in ***** minutes. He advised he would wait. When I got to the home he left a tag on the door (sorry we missed you). I called his cell phone *************) multiple times. I called Brandsmart and they advised he would come back after his next stop. I waited and no one showed up. I reached out to Brandsmart and at 12:30pm they advised he would not be coming back but could reschedule for Tuesday June 20th which I would not be able to do because I had to work. At this point I was disappointed with all of the miscommunication and outsourcing of delivery drivers. Brandsmart cant tell you who or what truck your product is on. I drove to Brandsmart with the hoses and my receipt and spoke with a manager *************************** and requested a refund. Please see his handwriting on my attached receipt. He advised he couldn't provide a refund until the washer and dryer was returned to their office. *************************** advised he would personally give me a call once the product was in their store. I received a call from *************************** at 8:40pm advising they receive the product and he would be processing a refund to my card. I then went and purchased a new washer and dryer for a different company. Fast forward to the evening of 07/04/2023 I receive an email ********* (**** for Brandsmart card) advising I need to make a payment for the washing machine. I called the bank for Brandsmart and advised I never received the washer and dryer she advised I needed to file a claim and it could take up to 3 months to investigate and to provide proof I didn't receive it. Well this should be a conversation between ********* (Brandsmart bank) and Bransmart. I am requesting AGAIN a refund on the washer and dryer I never received. Why am I still dealing with this issue almost a month later and being concerned about the potential affects this might have on my credit.

  Business response

  07/07/2023

  ******,

  Thank you for bringing this to our attention. We appreciate you being a BrandsMart Leasing customer. We will have a member of our team look into this and get back to you as soon as possible. Your customer service reference number is: HSC1144405. If you have not been contacted within 1 business days, please call **************.

  Kind regards

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩