Oreck Complaint - Billing Department Incompetence
I purchased 2 Oreck XL Air Purifiers and don't think much of the product. What I cannot stand is the terrible customer service Oreck provides.
I bought the Air Purifiers where I would have no interest for 1 year. Sometime after the product arrived I began receiving mailings from Oreck Direct telling me I had a past due bill. I was receiving 2 letters like this per day! What a waste of stamps and trees.
I sent payments, but the letters did not stop. I called and Oreck said I had no outstanding bill, but the letters did not stop. Finally, I escalated the issue and someone figured out that the tax on my original purchase was not forwarded to HSBC. Oreck/HSBC are not one in the same. They are business partners, but hardly much good at actually partnering.
So, Oreck Direct is to straighten this out, and my next months HSBC bill shows I owe $0, zip, nada; in fact, I have a rather large credit balance. I call them to say, “no I have a real debt of about $300 and to please check their records.” Par for the course, I must call several times to fix this mistake.
Three months later I start receiving letters from Oreck Direct saying I am delinquent on making payments and the entire bill of $600 must be paid immediately. Well, I had made some payments because of the tax letters and my bill now should only be $300. I’m wondering what’s going on?
I call HSBC and a supervisor tells me she will work with Oreck Direct to let them know HSBC is still holding the debt that is around $300. She promises to call me back later that day; she never does.
I call Oreck Direct and they tell me HSBC closed my account and sent them back the unpaid debt. Oreck tells me to work with HSBC.
This two-headed monster of Oreck/HSBC will point back and forth at each other all day long, saying "don’t talk to us, talk to them." Obviously they don’t talk to each other.
I insist on a conference call and felt a bit like the fly on the wall as the two representatives discuss the all the pratfalls of their business and the mistakes that were made. Finally, the Oreck Direct associate who had been so uncompromising when telling me to send them a payment NOW and then get my money back from HSBC, apologizes and says the situation is resolved. IF ONLY....
Today I received a call from a collections agency hired by Oreck Direct and they start in with the PAY NOW OR ELSE attitude.
The following is an edited email I sent to Mr. David Orek (like anyone in that company has the brains to actually forward an email) with the copy of the email I had to send to the collections agency:
To David Oreck:
At the end of this email I am including a copy of an email I have been obligated to send to a collection agency because your billing department has repeatedly demonstrated that it cannot competently address or fix problems it has created.
I do not want to repeat the full litany of missteps Oreck Direct (and HSBC, by association) have made, for that information is in your records.
I will say that I have spent a great deal of time in trying to resolve the problem your business created. Your company has repeatedly offered me apologies and promises that the problem has been resolved, now only to find that you have turned my name over to a collections agency.
As I explained to your employee D______, I would like nothing better than to be done with your company once and for all, but you simply cannot get it right, but rather make matters worse. I won’t use the product I bought from you because it reminds me of what a mistake I made when I established a relationship with you to begin with.
To: F______ G_____ with A____ Collections
This is a notice to dispute that I have an outstanding debt with ORECK Direct.
Today you contacted me to collect on a debt with ORECK Direct. When I explained that I do not have a debt with ORECK and was advised me to send a written notice to dispute the debt.
I have subsequently called ORECK Direct and I spoke with D____. She reviewed my account and confirmed that I do not have a debt with ORECK Direct and that a mistake had been made when their computer sent you my information for collection. She said that they would recall the collection notification sent to you.
My past dealings with ORECK Direct have been unsatisfactory and I have little confidence in their ability to carry through with promises. I share my opinion about ORECK's demonstrated business incompetence since ORECK has seen fit to invite you into my business.
I want to stress that I DO NOT owe ORECK Direct any money.
Please, let me know if you need anything else from me to prevent ORECK, through your company, from damaging my credit rating.
CC: posted to Oreck's Contact Us page on www.oreck.com
Last word on my Oreck Experience: I don't recommend the Company. And the product is mediocre, at best.
Any bets on whether Oreck will call off the dogs?