National Educational Music Company

Please see the attached response in which NEMC has tried to not only meet but exceed the customer's request Please contact NEMC if there are any problems in opening the attachment Thank you for the opportunity to respond to this matter

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate the help Revdex.com provided I accept the resolution from NEMCAnd, also admire the quick actions taken by NEMC NEMC seem to have also put in place a web based system to make payments onlineThis is very helpful as a customer and NEMC as well as it eliminates the errors that might occur Regards, [redacted]

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the help Revdex.com provided. 
 
I accept  the resolution  from NEMC. And, also admire the quick actions taken by NEMC.  NEMC seem to have also put in place a web based system to make payments online. This is very helpful as a customer and NEMC as well as it eliminates the errors that might occur. 
 
Regards,
[redacted]

Please see the attached response in which NEMC has tried to not only meet but exceed the customer's request.
Please contact NEMC if there are any problems in opening the attachment.
Thank you for the opportunity to respond to this matter.

Review: Providing with defective instrument requiring constant repairs. Retaining the instrument indicating non receipt of payment while payments have been received and cashed in regularly. We have online bill pay statements to show the monthly payments along with cashed in proof for payments made. This was shared in good faith over with [redacted] to reconcile the accounting at their end. The incompetent accounting personnel named [redacted] habdled the processing of the payments unprofessionally. Constantly harassed us complaining payments not received while it has been sent electronically every month. We have made every attempt to resolve this and continuously called them to have the instrument back so our daughter can continue to practice for school. She has been without instrument for more than two months though payments have still been regularly sent. We are fed up and want the refund for all the payments made diligently since renting the instrument. So we can use the money toward purchase of a new instrument. We are disappointed at the dismal level of service and the attitude of holding us at ransom by not repairing the old instrument.Desired Settlement: Improve their accounting process to handle payments more efficiently. Implement a better customer service process to attend to customer needs so loyal customer like us who have been diligently paying for last 3 years are not penalized for errors within their internal departments. Establish a process to rent good instruments rather than faulty ones that need constant repairs.

We want a complete refund due to the unbearable stress of dealing with this organization

Business

Response:

Dear Revdex.com,

Thank you for the opportunity to respond to this complaint.

This customer rented an alto saxophone on September 1, 2011

for an initial rental period with monthly rental payments of $38.74 following

the initial rental period. It appears

that an October 2012 rental payment was not received at NEMC’s office or at the

bank lock box. Since that date the

account has shown to be one month behind in payment of monthly coupon payments

as the result of this omission. When the

instrument was brought in for service the service was delayed due to the status

of the account.

NEMC apologizes for the inconvenience to our customer and

the manner in which the account was handled.

NEMC regrets the experience this customer has had with this rental and would

like to replace the customer’s used alto saxophone with a new and updated model

alto saxophone. There would be no

increase in the customer’s balance on the account for the new and more

expensive instrument. In addition, because

the customer did not have use of the instrument for a period of time, NEMC

would like to offer the customer 3 monthly payments of $38.74, bringing the

customer’s next payment due to February 15, 2014. NEMC will apply the three payments

totaling $116.22 directly to the account.

Again, NEMC apologizes for the inconvenience to our

customer. Our Educational

Representatives and our Affiliates regularly service the local schools to

provide the best experience in a child’s musical endeavor and it concerns us

greatly when a customer’s experience is not as it should be.

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have just had the chance to read this email that indicates the complaint has been resolved, this has not been resolved and we have not accepted the resolution offered by the company.

We provided several opportunities to resolve this amicably by providing the payment information they requested and indicated that instrument be provided back, not held in ransom as it prevented our daughter from having the practice completed. We have already gone ahead and made arrangement to have the instrument for our child.

We do not wish to again be in business with this organization. We have faced rude and discourteous behavior for several months, I wanted to ensure that this complaint is made public and everyone realizes that this company has not taken any effort to look at the payment history, the credibility of the customer and just dismissed any effort made to have the matter resolved. I even mentioned to them if they do not take this matter seriously I will complain to Revdex.com. They could have opted to provide the instrument back and tried to resolve the same or reach out to us prior to complaint being lodged with Revdex.com.

We do wish to have any instrument from them now, they should have provided a new and updated instrument at the beginning of the rental and I even specifically requested it as we foresaw using the purchase option. However, we were rudely informed then that this old instrument was all that was available and either to take it or leave it. Also when asked repeated about replacement due to repairs we were not provided the same. It is too late now.

Please have them refund the money paid to them so far, so we can go ahead and complete the purchase/lease of a newer instrument through a different organization.

Business

Response:

Dear RevDex.com,

NEMC again

apologizes for any inconvenience with this account and restates the offer of

resolution.

NEMC would

like to replace the customer’s used alto saxophone with a new and updated model

alto saxophone. There would be no

increase in the customer’s balance on the account for the new and more

expensive instrument. In addition, because

the customer did not have use of the instrument for a period of time and this

matter is not yet resolved, NEMC will add an additional month to the offer of 3

monthly payments of $38.74, bringing the customer’s next payment due to March

15, 2014. NEMC will apply the four payments totaling $154.96 directly to the

account.

As

throughout the rental on this instrument the customer had the option to return

the instrument at any time with no further obligation, NEMC believes that this

is a fair offer of resolution.

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because -

We provided several opportunities to resolve this amicably by providing the payment information they requested and indicated that instrument be provided back, not held in ransom as it prevented our daughter from having the practice completed. We have already gone ahead and made arrangement to have the instrument for our child.

We do not wish to again be in business with this organization. We have faced rude and discourteous behavior for several months, I wanted to ensure that this complaint is made public and everyone realizes that this company has not taken any effort to look at the payment history, the credibility of the customer and just dismissed any effort made to

have the matter resolved. I even mentioned to them if they do not take this matter seriously I will complain to Revdex.com. They could have opted to provide the instrument back and tried to resolve the same or reach out to us prior to complaint being lodged with Revdex.com.

We do wish to have any instrument from them now, they should have provided a new and updated instrument at the beginning of the rental and I even specifically requested it as we foresaw using the purchase option. However, we were rudely informed then that this old instrument was all that was available and either to take it or leave it. Also when asked

repeated about replacement due to repairs we were not provided the same. It is too late now.

Please have them refund the money paid to them so far, so we can go ahead and complete the purchase/lease of a newer instrument through a different organization.

Regards,

Review: We rented the instrument from NEMC through their local store network. We paid the initial payment through the credit card and provided the same card to pay the monthly rental charges. However, NEMC used incorrect card number (one of the digit was wrong) and sent us a notice to provide correct info. Obviously, this incapable way of doing things as the card used for initial payment is same. We took the pain to fill the form and fax the same to the number provided by NEMC.

To our surprise, we got another letter today saying that our account is past 45 days due and a rude letter with a $5 late fee.Desired Settlement: I want NEMC to apologize for their actions and refund the late fee. And, more importantly, address the incapable processing methods and fix the problem.

Business

Response:

Please see the attached response in which NEMC has tried to not only meet but exceed the customer's request.

Please contact NEMC if there are any problems in opening the attachment.

Thank you for the opportunity to respond to this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I appreciate the help Revdex.com provided.

Review: Back in 2008 I rented a flute for my daughter [redacted]. We lived in NJ at the time. My mom got sick in 2009 and we relocated to Florida. I t was a 123 move so I didn't have time to return the flute myself. With that I gave it to Mr. [redacted] Schools Music Teacher which is still there. He said he would return it. As far as I knew the flute had been returned. Almost 5 years go by and now My husband and I went to buy a home and there was a collection for 560.00. From [redacted] which is now NEMC. I called them as soon as I found out. I spoke with a woman [redacted]. She was very nice and understanding. She reassured me If I sent the flute back I would be taken out of collection. I have a sister that is a teacher in the school where the flute was and the music teacher apologized. My sister just came to visit last week and brought the flute with her. Brand new still in the case. I sent it priority mail and they received it yesterday. I called [redacted] today and boy she wasn't the nice person I had spoken to prior. She told me I can pay for the flute that is 650.00 or The lessons my daughter had since 2008, which came to 1,014.00. I couldn't believe my ears. What happened to doing the right thing and being an honest person. They know we've lived

Florida and my daughter left the school in 2009. It's all on record. Also they got the flute back. I also have receipt of that. What more can I do. I don't have that kind of money. As a Parent we try to best for our children and this is not how I've expected a business to be. I greatly appreciate it if you can help me. Thank you [redacted]Desired Settlement: I would like them to take me out of collection.

Business

Response:

Revdex.com

Review: [redacted]

Dear

Thank you for the opportunity to respond to this matter.

[redacted] rented a [redacted] flute, serial number [redacted] from [redacted]

[redacted] New Jersey on September 26, 2007 with payment for a school

year rental. The agreement had an

initial term expiration date and first monthly payment due date of June 15,

2008. In 2012 National Educational Music

Company (NEMC) purchased the assets of [redacted] and therefore NEMC is

responding to this complaint.

On May 23, 2008, June 2, 2008, and July 2, 2008 letters were sent to the New

Jersey address listed on the contract agreement. These letters were to remind the customer of

the June 15, 2008 expiration date of the initial term of the agreement and the

options to either return the instrument at that time or to continue to rent the

instrument for $27.00 per month on a monthly basis with the option to return

the instrument at any time with no further obligation except for payment of

monthly rental up to the time of return.

Each of these letters was returned by the post office as undeliverable.

These non-deliverable notices from the Post Office with the postmark year 2008

remain in our files.

On October 13, 2008 the account was turned over to the [redacted] collection agency.

On July 2, 2013 NEMC’s Affiliate Representative received a call from the customer

informing NEMC that the customer had moved to Florida and that this collection

action was still open on their credit report. The customer explained that the

flute had been returned to the band director who still had the flute in his

possession. The customer said that they

would arrange for the return of the instrument to NEMC’s location.

The flute was received by NEMC on September 3, 2013. However, the customer was still held

responsible for past due monthly payments, but only up to the price of the

flute, due to the fact that the account was in excess of 5 years past due.

On September 5th at

approximately 9:30 am, NEMC’s Manager [redacted] spoke with the customer concerning

this account. According to the customer,

they never received any notices, but they had moved within New Jersey before

ultimately moving to Florida. The

customer stated that they used the flute until they gave it to the band

director in December of 2009 when they moved to Florida.

It is our understanding that the customer is requesting to be removed from collection

status, thereby absolving the customer of any responsibility for monthly

payments for the use of the flute from June 15, 2008 to December, 2009, or the

Company’s loss of the use of the flute for the years following.

Although the proper return of the instrument was the responsibility of the customer and

the rental agreement states in capital letters and underlining that “…[redacted]

[redacted] MUST BE NOTIFIED IF RENTAL IS TO BE DISCONTINUED…”, [redacted]

[redacted] was not notified and it is unfortunate that the band director

accepted responsibility for the instrument but also did not notify the company

or return the instrument for many years.

NEMC offers the following resolution to this issue:

We understand that the band director held the flute for many years during which

time the flute was not in the care and control of the customer.

According to the customer they returned the flute in December of 2009 when they moved to

Florida. As such, they would be

responsible for the 18 monthly payments of $27.00 or $486.00 for the continued

use of the flute until it’s return.

However, the last contact information items NEMC (through [redacted])

has on file for this customer are the Post Office’s undeliverable returned

envelopes dated 2008. The customer may have given an incorrect date of December

2009 when they actually moved to Florida in December of 2008. Therefore, NEMC will accept monthly payments

for the admitted use of the flute from June to November, 2008 in the amount of

$135.00 to satisfy the obligations under the agreement and give the customer

the benefit of any doubt. Along with

this offer of resolution, NEMC would ask that there be no further on-line

defamatory postings against NEMC.

Upon receipt of the $135.00, NEMC will instruct the collection agency to remove this

account.

We hope that this offer of resolution will close this matter.

Thank you.