Client Service/ account sent to collection

The Brick

565 West Hunt Club Road

Nepean, ON

K2G 5W5

Back in 2003 we purchased some furniture at above-mentioned store; we also purchased extended warranty. Last year, in October 2005 we called The Brick and asked them to come and repair sofa. A technician came but he said that it would cost them more to repair it than to exchange it. So, I called store and they offered us a sofa in exchange. I went to Hunt Club store to see the sofa but I didn’t like it at all (they do not have same model anymore). So they told us that we could pick up another one and pay difference. I picked a new one, paid difference immediately and arranged delivery. They told me that they will pick up old sofa the day they deliver my new one and they will credit my account. On February 8th, 2006 they delivered new sofa, picked up old and I believed credited my account. Sure!

In April 2006, I received a letter from The Brick collection center in Edmonton. It said that I owe them money and that I have to contact them immediately?!? So I called back. They told me that I owe 719,65$ (that is amount that should have been credited on my account for old sofa). I explained everything to him and since I didn’t hear more from him I assumed that my account has been credited and my credit history re-established. Wrong again!

In September 2006 I received a call from another Brick collection officer but this time from Toronto. She told me that on my file he has only one purchase, the new sofa, and that I owe them money. I explained my whole story once again and had to fax her all my old bills to support my story. Once she received all papers she called me back but now with new story. She told me that they didn’t pick up old sofa thus they didn’t credit my account. Furthermore she told me that pick-up date is set for September 30 2006. What is this some kind of joke? I asked her to call The Brick and to speak with manager there but she told me, impolitely, that she couldn’t call store directly but that I have to go there and speak to them. Nice!

So, I went to store asked to speak with a Manager and they called Mme Maria Bredeson, operation manager. I repeated my whole story, once again. She said that system is very slow and that she is not able to see old purchase but if I can send her all my bills by fax. Nice, now customers have to send papers to the store. I am lucky that I kept all my bills, what would happen if I didn’t. Aren’t they supposed to have a copy? She acknowledged that my account it’s a big mess, and that she does not know what is happening.

So once again, I sent all papers by fax on September 25th 2006. I also attached a letter to her explaining once again my whole story and asking her to keep me informed on development. Nobody called me nor sent me a letter. So I called her on October 9th 2006 and she told me that she contacted collection office in Edmonton and now she is waiting for them to tell her hat should be done and when she knows something more she will call me. Sure!

No phone call, nothing, for 3 weeks. Finally I decided to send her a registered letter and to request a written notice that they cleared my account and credit history. Letter was delivered to her on October 30th 2006.Today we are November 17th, 2006 and they didn’t even call me to tell me that they are working on my case. Is that customer service? Or they “Our Commitment is to you…our customer” does not apply to me for some reasons? I want my credit history re-established ASAP. I want a written note that everything is corrected, I do not accept over phone confirmation. Who will assure me that in six months they will not once again call me or send me a letter? Most of all I want my peace, and I will have it once I receive my confirmation because I know that never ever more in my life I will purchase something at The Brick!

Thank you,

Aleksandra M.