I found Capital Home Placement Center via a classified ad in the Penny Saver. My first visit with them was in January and I was interviewed by Vivian, who provided me with the application and contract and was charged a total of $180.00, which would allow me to begin my process of finding a home or apartment (this consisted in receiving a list of available house and/or apartments.
Every Wednesday, I would contact Vivian to fax me the housing lists for that Wednesday and for the previous Saturday, which she did. Needless to say, I never found any home or apartment that was neither affordable nor would allow my 3 chihuahuas.in the contract, as well as during the signing of such contract, it is stated, if you do not find a home within 90 Days, you will be refunded $125.00.
My contract expired on April 25 and the contracts states you have 10 days after this date to claim your refund, which I did. I calimed my refund on May 1, by personally going to their office in El Monte, CA. I was then attended by Susan, to whom I said, "I am here to verify how I go about requesting my refund." Susan proceeded to hand me a Refund Request Form as asked to see the copy of the contract I was originally given.
I completed the refund form and Susan took a copy of my contract and informed me I would receive my refund in 7 to 10 business days, this is also stated on the contract as well as the refund request form. Well come June 3, I still had not received any refund, so I called Susan again and she told take the copy of the Refund Request Form and write out on the top of this form that as of this date, I have not yet received my refund, and I she asked I fax it to her.
Instead, after work, I went to the CAPITAL office, since I didn't feel comfortable sending information by fax, because who knows who would receive it or even if they did. Once I met with Susan on June 3, she just had me write my name, signature and date the top of the Refund Request Form and she said she would submit it so that I could receive my refund and that she would call me to let me know the status.
So June 12 comes around and I decide to give Susan a call since I never heard back from her and I still have NOT received any refund. After being placed on hold for more than 7 minutes, three time in a row, I was finally able to speak with Susan. I asked if she had any information for me regarding the status of my refund.
She said. "Well did you bring in your listings when you came to request your refund?" I said, "Excuse me, why would I bring in my listings and if this is a requirement, why was I not informed of this since the first time I called to ask how I go about obtaining my refund?!" Susan responded, "You should have known about this, it's in your contract, and I am not in your mind, like you are not in mine, so how would I know you didn't know about this if you've had the contract for 90 day!"
I was completely beside myself and I realized at that point, that I had signed up for a SCAM! I did not have my contract with me during this conversation, therefore I was unable to verify if what she was saying was true. I was so upset that I was not told about this when I was originally given the Refund Request Form to complete. This is their job, I would think if they had the faintest idea of what Customer Service is, they would provide the customer, (myself), with the information regarding all the requirements needed in order for my refund to be processed.
It became very appararent that all they were doing was giving me the run around and avoiding reimbursing me. As soon as I got home I re-read the contract, and there is not one single indication on there, that states you must present all the listings you have been provided, when requesting a refund.
I went back to the CAPITAL office on June 13, and I entered with a friendly attitude, thinking to myself, if I come in showing the anger I truly feel, they will continue to prolong my process even more or continue to give me the run around. So I sucked up my pride and anger, and I even apologized to Susan for raising my voice over the phone and she was friendly and said not to worry, it's just a job, she doesn't take it personal. I brought in all the listings I had... Thank goodness that for some reason, I didn't throw them away, these lisitngs dated back to January.
So now it is Thursday, June 26, (2) months have already gone by since the expiration of my original contract. I called CAPITAL Home Placement Center and asked to speak with Susan. First I was told she was out to lunch to call in one (1) Hour. I did, then I was told to call back in 30 minutes.
So I ended up calloing back at around 6:30 PM, Susan answered the phone, I recognized her voice, but I still said, "Hello, may I please speak with Susan?" There was a pause and then I was told, "Yes, one moment please." Afew seconds later, another woman got on the phone and saus to me, "Susan is not here, she just left..." Before she could finish, I said, "That's funny, Susan just answered the phone, didn't she?" Again a longer pause with a trembling voice said, "No that was me, I went outside to look for her but she is already gone for the day. You can call her back tomorrow after 10:30." I said, "OK, thank you."
So I heade down to their office, just to see if what I though was true. To my amazement... Guess who greeted me when I enterd by saying, "Hi, can I help you?" Yes, that is correct, it was none other than... Susan! Hmmm, thought she had left for the day. I replied, "Yes, I am here to verify the status of my refund." The other two girls who were there, and I am certain it was one of them who has told me Susan was gone, were in schock!
Susan tried to play it off and by make small talk by saying, "I love the way you dress, your blouse is so pretty, can I touch it?" I never told her whathad happened, since it was obvious she knew, that knew what was going on. So like all the other occasions, she took a copy of my Refund Request form which now has four (4) dates, including today's date on it, and said to me, "Come on Saturday and I will have your refund here. I will make sure to tell them to bring it to me, but still call me on Friday and I'll let you know for sure!" I told her I will call her tomorrow, Friday, but I am actually going in person instead.
To end this note, I hope this situation is soon to be resolved. All I am asking for is what I am entitled to, which is what is also stipulated on thier contract. It is very unfortunate that comapnies such as these are in business. The main problem is, they have no accountability and the consumer is not even aware of who is running the place.
This company mainly caters to the Hispanic and Latino lower income community, and their actions only lead me to believe that because they see we are Hispanic, they automatically assume we are ignorant. Some people may ignore their rights or may become frustrated with the entire experience that they just give up and feel it is not worth the time, the emotional and financial drain, especially in the times. Now $125.00 may not seem like a lot of money to many, but for us it's gas in our car, or food on our table, bills to be paid, etc. Mainly, it is the principle of the matter, the Golden Rule... Do unto others as you would have done unto you!
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