On take it to the bank,
00:00:01.36\00:00:02.73
you'll find ways to get of debt,
00:00:02.76\00:00:09.80
solve your credit card problems.
00:00:09.84\00:00:14.94
How to make in
stick with a budget.
00:00:14.98\00:00:17.05
Simple ways to save,
buying or selling a home
00:00:20.02\00:00:27.19
and many more financial
matters on Take it to the Bank.
00:00:27.22\00:00:31.06
Hi, and welcome back my
name is, Cordell Thomas,
00:00:31.09\00:00:33.43
and this is Take it to the Bank.
00:00:33.46\00:00:36.03
What are your top
customer complaints?
00:00:36.06\00:00:39.40
Do you know what they are?
00:00:39.43\00:00:40.77
I'm sure you have some as
all of us have complaints.
00:00:40.80\00:00:44.01
I like to talk to you,
00:00:44.04\00:00:45.37
about a couple
of different issues
00:00:45.41\00:00:46.74
that are out
there right now and.
00:00:46.78\00:00:48.11
I think they're relevant.
00:00:48.14\00:00:49.48
As we, as we move
forward with this conversation
00:00:49.51\00:00:52.25
that we'll have, of
what things make us upset.
00:00:52.28\00:00:55.55
For example:
When you go and shop.
00:00:55.58\00:00:58.39
What do you shop
for? What do you do,
00:00:58.42\00:01:00.16
when you take that item
home a CD D.V.D. player?
00:01:00.19\00:01:03.73
And once you get it at home.
00:01:03.76\00:01:05.83
You take
everything out of the box,
00:01:05.86\00:01:07.50
and what typically
falls out of the box,
00:01:07.53\00:01:09.13
is warranty and
or registration card.
00:01:09.16\00:01:13.50
What do you do with it?
00:01:13.54\00:01:14.87
What is the right
thing to do with it?
00:01:14.90\00:01:16.24
How do you deal
with the warranty card
00:01:16.27\00:01:17.87
you need to have a warranty?
Filled out and sent in,
00:01:17.91\00:01:21.28
what information are
they asking for from you
00:01:21.31\00:01:24.95
and why do they need to have you
00:01:24.98\00:01:26.78
fill out a warranty card.
00:01:26.82\00:01:28.15
And many of us think
that the warranty card
00:01:28.18\00:01:30.49
is to actually protect us.
00:01:30.52\00:01:32.55
If you think about
what warranty is all about,
00:01:35.52\00:01:37.89
it's to cover an item
if something happens to it.
00:01:37.93\00:01:40.50
Correct, but, did
you know that most items
00:01:40.53\00:01:43.03
come with a warranty
in and of itself already.
00:01:43.06\00:01:45.37
And that the fact
00:01:45.40\00:01:46.74
that you're filling out a
warranty card can actually,
00:01:46.77\00:01:49.10
be away for a
marketing to make more money.
00:01:49.14\00:01:52.01
It has nothing to do
with you and the product.
00:01:52.04\00:01:54.61
It has
everything to do with you,
00:01:54.64\00:01:56.75
and your information.
00:01:56.78\00:01:58.11
And more, and more
00:01:58.15\00:01:59.48
we're finding people
filling out this information.
00:01:59.51\00:02:01.48
And many companies if
you're not aware of them
00:02:01.52\00:02:03.62
will ask for information that,
00:02:03.65\00:02:05.29
they don't
necessarily need from you.
00:02:05.32\00:02:06.99
Asking for information
such as your marital status,
00:02:07.02\00:02:09.66
and where you're from
and what you do work and,
00:02:09.69\00:02:12.86
many of these
other type of items.
00:02:12.89\00:02:14.53
So we begin the
process of asking the question,
00:02:14.56\00:02:17.50
of what do you need to do,
00:02:17.53\00:02:20.17
when you receive
that warranty information
00:02:20.20\00:02:22.80
you go to their website.
00:02:22.84\00:02:24.37
You, they have
an online capacity
00:02:24.41\00:02:27.64
to fill in warranty information.
00:02:27.68\00:02:29.44
But where does it go?
00:02:29.48\00:02:31.15
Many of the times
people in Washington D.C.
00:02:31.18\00:02:34.38
and people overlook this
type of area saying that,
00:02:34.42\00:02:37.35
"Much of the time you
don't need to fill out
00:02:37.39\00:02:39.62
a warranty card."
00:02:39.65\00:02:40.99
I actually recommend that,
00:02:41.02\00:02:42.36
when you get home
you take your receipt.
00:02:42.39\00:02:44.73
Staple it to the warranty card
00:02:44.76\00:02:46.16
you don't have to
fill out the warranty card.
00:02:46.19\00:02:48.26
Because everything that
you need to refer to that.
00:02:48.30\00:02:52.17
Warranty on that
item is on the receipt,
00:02:52.20\00:02:54.74
it tells you the
item number of the,
00:02:54.77\00:02:57.24
the product that you purchase,
00:02:57.27\00:02:59.01
it tells you the
time that you bought it,
00:02:59.04\00:03:01.58
where you bought
it, what was with it.
00:03:01.61\00:03:03.21
So, you have the start date
00:03:03.24\00:03:04.75
and however long the
warranty should exist.
00:03:04.78\00:03:07.58
And the other thing is,
00:03:07.62\00:03:09.15
many people aren't aware of that
00:03:09.18\00:03:10.75
if you use a credit
card to buy that item.
00:03:10.79\00:03:14.26
The credit card in and of itself
00:03:14.29\00:03:16.62
offers specific
type of coverage.
00:03:16.66\00:03:19.49
Buying with a credit card,
00:03:19.53\00:03:21.16
offers you the
ability that if you're upset.
00:03:21.20\00:03:23.83
Or there's a dispute in order,
00:03:23.87\00:03:25.47
you can call your
credit card company.
00:03:25.50\00:03:27.60
And they can work it out
00:03:27.64\00:03:29.67
on your behalf to ensure
that you're a happy customer.
00:03:29.70\00:03:33.14
In fact, credit
cards can also come with
00:03:33.17\00:03:37.05
an innate
warranty along with them.
00:03:37.08\00:03:39.45
And that if we talk
about these types of things
00:03:39.48\00:03:41.82
we begin to understand,
00:03:41.85\00:03:43.49
why we need to
really educate ourselves
00:03:43.52\00:03:46.86
as to the importance of
credit versus debit cards.
00:03:46.89\00:03:50.93
Is there a
difference? Yes, there is.
00:03:50.96\00:03:52.79
Because a debit card actually
accesses your account directly.
00:03:52.83\00:03:56.83
So, if you have
a checking account.
00:03:56.87\00:03:58.20
And you swipe your debit card.
00:03:58.23\00:03:59.93
It pulls the money
right from your account.
00:03:59.97\00:04:02.10
What is the danger?
00:04:02.14\00:04:03.47
Many, many stories have come out
00:04:03.51\00:04:05.97
where scammers
have come into a store.
00:04:06.01\00:04:10.25
Distracted the
tellers for a moment,
00:04:10.28\00:04:12.31
and set up a device that
actually reads your card.
00:04:12.35\00:04:15.82
When you go to a gas station,
00:04:15.85\00:04:18.39
it's important that
00:04:18.42\00:04:19.75
and I recommend that you do this
00:04:19.79\00:04:21.69
is if you using a
debit card to get your gas.
00:04:21.72\00:04:25.19
Use the debit
card as a credit card.
00:04:25.23\00:04:28.40
Then doesn't ask
for your pin number,
00:04:28.43\00:04:31.40
it will ask for zip code.
00:04:31.43\00:04:33.67
Where you live, so there
00:04:33.70\00:04:35.47
and if a scammers out
there trying to read cards.
00:04:35.50\00:04:38.14
And getting your pin
number, they'll get a zip code.
00:04:38.17\00:04:40.84
And it will not
help them in any way
00:04:40.88\00:04:42.91
in reusing your number.
00:04:42.94\00:04:44.91
There are many different
ideas that are out there,
00:04:44.95\00:04:48.18
that I choose to share with you.
00:04:48.22\00:04:49.55
Because many of us, go
through different situations
00:04:49.58\00:04:53.86
and there are major
complaints that we contend
00:04:53.89\00:04:57.39
with an on going basis.
00:04:57.43\00:04:59.66
I can remember working in
our automotive organization
00:04:59.69\00:05:04.67
in the customer
affairs, complaint area.
00:05:04.70\00:05:07.40
A young lady
calling, she says, you know,
00:05:07.44\00:05:09.54
"Hi, My name is such and such,
00:05:09.57\00:05:11.31
and I just ran into a difficult
situation at a dealer."
00:05:11.34\00:05:13.74
Did you know that
they're doing this?
00:05:13.78\00:05:15.54
And they give you
all the information.
00:05:15.58\00:05:17.68
Now there's nothing I can do.
00:05:17.71\00:05:19.75
Because they've
already signed a contract
00:05:19.78\00:05:22.05
and they have driven off
the dealership lot with a car.
00:05:22.08\00:05:26.09
But she told me that, for
a car at that point in time
00:05:26.12\00:05:29.06
could have cost her
only 14,000 dollars.
00:05:29.09\00:05:31.79
She drove this car off the
lot spending 26,000 dollars.
00:05:31.83\00:05:35.16
And of course the dealer
had given them a warranty,
00:05:35.20\00:05:38.40
for an additional 2,800 dollars.
00:05:38.43\00:05:41.37
And she's now driving
in Arizona, in her new car.
00:05:41.40\00:05:45.47
And what happens
a car breaks down.
00:05:45.51\00:05:47.98
She was except an expectant mom,
00:05:48.01\00:05:49.68
so of course she was upset.
00:05:49.71\00:05:51.38
In the hot weather,
00:05:51.41\00:05:52.75
and she calls the
dealership and said,
00:05:52.78\00:05:54.25
"Can you send a
tow to pick me up
00:05:54.28\00:05:57.72
and taking to the
nearest dealership."
00:05:57.75\00:05:59.52
"Oh, I'm sorry ma'am.
00:05:59.55\00:06:01.36
But your
warranty is only covered
00:06:01.39\00:06:04.09
at our local dealership."
00:06:04.13\00:06:06.56
We didn't read the
information in the fine print
00:06:06.59\00:06:09.06
on the warranty she
got a local dealer warranty
00:06:09.10\00:06:12.20
that will handle her concerns
only if she's in that area.
00:06:12.23\00:06:15.40
She's out of the area
00:06:15.44\00:06:16.77
she ended up having
to call another dealer.
00:06:16.81\00:06:19.14
To help tow her
to that dealership
00:06:19.17\00:06:21.01
to get the car repaired.
00:06:21.04\00:06:22.64
And then that
dealer actually told her,
00:06:22.68\00:06:24.58
"You shouldn't have
to spend that much money
00:06:24.61\00:06:26.25
on this specific vehicle."
00:06:26.28\00:06:28.92
And there's this 2080 rule.
00:06:28.95\00:06:30.42
When I worked in automotive,
00:06:30.45\00:06:31.79
being understand that
there are a few dealers
00:06:31.82\00:06:34.72
that are very challenged in
how they ethically do business.
00:06:34.76\00:06:39.16
The majority of them out
there want to do a good job
00:06:39.19\00:06:42.40
and retain you as a customer.
00:06:42.43\00:06:44.27
But as I had the experience,
I was told when I worked in as,
00:06:44.30\00:06:47.70
as I was getting familiarized
with the automotive industry.
00:06:47.74\00:06:52.11
I was told to go,
and shop two dealers.
00:06:52.14\00:06:53.98
One dealer was
customer oriented.
00:06:54.01\00:06:56.51
And I remember the experience,
because it was very relaxing.
00:06:56.54\00:06:59.55
You know, I walked
into the dealership
00:06:59.58\00:07:00.98
no one really came after me,
00:07:01.02\00:07:02.52
but they came up to me and said,
00:07:02.55\00:07:03.89
"If you need
anything let us know.
00:07:03.92\00:07:05.25
Here is a cup of
water for you leaded,
00:07:05.29\00:07:07.52
there is a relax in a
relaxation area over there
00:07:07.56\00:07:10.43
if you like to
sit down and consider
00:07:10.46\00:07:12.06
the different options
you like on the vehicle."
00:07:12.09\00:07:14.16
And they let me take my
time and look through it.
00:07:14.20\00:07:16.93
And as I was
finishing my time there,
00:07:16.97\00:07:19.13
I just said, "You know,
I'm not interested in doing
00:07:19.17\00:07:20.77
any kind of a
purchase right now.
00:07:20.80\00:07:22.94
But I'm really
happy with your service.
00:07:22.97\00:07:24.91
And I will get
in touch with you.
00:07:24.94\00:07:26.41
When I am about
ready to buy a car."
00:07:26.44\00:07:29.28
The other
dealership that they sent me to
00:07:29.31\00:07:31.55
was one that had
a bad reputation.
00:07:31.58\00:07:33.62
Had a low Q.C.P, Q.C.P
00:07:33.65\00:07:36.42
when you hear that any
at dealership is called,
00:07:36.45\00:07:38.79
Quality Commitment
Performance Profile.
00:07:38.82\00:07:41.52
And they had it was low,
00:07:41.56\00:07:43.39
and they didn't care it was low.
00:07:43.43\00:07:47.03
Why?
00:07:47.06\00:07:48.73
Vera motto was, "We will
sell one car, to any customer.
00:07:48.76\00:07:53.44
And we don't care
if they come back."
00:07:53.47\00:07:56.81
But their method
was really difficult,
00:07:56.84\00:07:59.71
because once I got in there.
00:07:59.74\00:08:01.51
First of all they got
control of my keys too
00:08:01.54\00:08:04.18
of course they
wanted to evaluate my,
00:08:04.21\00:08:06.51
my used car which I
didn't really want them to do.
00:08:06.55\00:08:09.22
But the second issue
was they took me through
00:08:09.25\00:08:12.59
a very, very difficult process
where I met with the manager,
00:08:12.62\00:08:17.36
and his manager and
the assistant manager
00:08:17.39\00:08:19.89
and all of these individuals
00:08:19.93\00:08:21.26
and they wouldn't let
me out of the dealership,
00:08:21.30\00:08:22.96
and wouldn't
give me my keys back
00:08:23.00\00:08:24.33
because they said,
00:08:24.37\00:08:25.70
at the end after
about three hours there,
00:08:25.73\00:08:27.60
they said, "Why in the world,
00:08:27.64\00:08:29.24
did you come here
in the first place,
00:08:29.27\00:08:30.71
if you weren't
planning to get a car."
00:08:30.74\00:08:32.27
They treated me very badly
00:08:32.31\00:08:34.01
and it was one
of the experiences
00:08:34.04\00:08:35.61
I'll never forget.
00:08:35.64\00:08:36.98
As I was leaving the dealership,
00:08:37.01\00:08:39.45
I had to find my keys,
and I had to find my car,
00:08:39.48\00:08:43.92
way out there
in a lot somewhere,
00:08:43.95\00:08:45.75
and when I finally
got it, I drove away.
00:08:45.79\00:08:47.82
Can you imagine how many people
have come into that dealership
00:08:47.86\00:08:50.96
and found themselves
driving away with the car
00:08:50.99\00:08:53.29
that they really didn't
want at that specific time.
00:08:53.33\00:08:56.03
Spending far more
money then they ever realize.
00:08:56.06\00:08:59.33
We have a lecture
series, on buying car
00:08:59.37\00:09:02.50
and you would be amazed.
00:09:02.54\00:09:04.07
At some of the
practices that many people do.
00:09:04.11\00:09:07.41
So, what I would
probably tell you in reference
00:09:07.44\00:09:11.25
to some of these top complaints
that people have is this.
00:09:11.28\00:09:15.72
When you plan to do something.
00:09:15.75\00:09:19.79
Do your research.
00:09:19.82\00:09:21.66
Now, I'm going to take
a little commercial break
00:09:21.69\00:09:23.73
and talk to you about research.
00:09:23.76\00:09:26.39
Did you know, there's a website.
00:09:26.43\00:09:28.23
And I'll put the
website on my website U.R.L.
00:09:28.26\00:09:31.73
the location on my website
so you can have access to it.
00:09:31.77\00:09:34.27
But there's a
website you can go to,
00:09:34.30\00:09:35.97
to you do your due
diligence on researching.
00:09:36.00\00:09:41.04
Specifics about medical coverage
00:09:41.08\00:09:43.04
so you can
actually go to the website
00:09:43.08\00:09:44.58
and you know, I
need to get a physical.
00:09:44.61\00:09:46.61
And it will tell you the
actual cost of the physical.
00:09:46.65\00:09:50.49
Did you know then if
that you go into that,
00:09:50.52\00:09:52.92
if your doctor
and get the physical
00:09:52.95\00:09:55.42
the biller is a very important
person at that in that office.
00:09:55.46\00:09:59.96
Why the biller will
tell you, that you know.
00:10:00.00\00:10:04.30
If you are
willing to pay as cash,
00:10:04.33\00:10:06.00
if you volunteer the information
00:10:06.03\00:10:08.24
they will answer you this way.
00:10:08.27\00:10:09.94
"If you're
willing to pay as cash.
00:10:09.97\00:10:11.51
We will give you a 10
to 50 percent discount.
00:10:11.54\00:10:14.48
So that we can avoid
billing your insurance company."
00:10:14.51\00:10:16.98
Did you know that?
By asking that question.
00:10:17.01\00:10:19.85
Solves a lot of issues
00:10:19.88\00:10:21.22
so do I rely on
my health insurance
00:10:21.25\00:10:23.28
or why don't I
just pay them cash.
00:10:23.32\00:10:25.59
And I can get a discount
00:10:25.62\00:10:26.96
on the cost of that
service interesting.
00:10:26.99\00:10:29.86
Did you know that if
you went to Home Depot,
00:10:29.89\00:10:31.99
and you're not happy
with the service of the store
00:10:32.03\00:10:34.46
or the floor person
who at any point in time
00:10:34.50\00:10:38.30
without approval can
give you a 50 dollar discount
00:10:38.33\00:10:42.00
upon your asking to
save you as a customer.
00:10:42.04\00:10:45.24
That if you go to the
assistant store manager.
00:10:45.27\00:10:48.94
That they can give you between
500, 1000 dollars discount
00:10:48.98\00:10:52.15
on whatever purchase
that you like by your asking
00:10:52.18\00:10:54.88
or telling them
that you're going
00:10:54.92\00:10:56.48
to check elsewhere for a deal.
00:10:56.52\00:10:58.85
They can do it very easily.
00:10:58.89\00:11:01.16
And it solves a lot of problems,
00:11:01.19\00:11:02.62
because many times we
walk out of retail facilities.
00:11:02.66\00:11:06.16
Upset, angry
00:11:06.19\00:11:07.63
because we did not ask
that additional question.
00:11:07.66\00:11:10.73
Our lecture series
now, as we talk about money
00:11:10.77\00:11:13.67
is not about financial literacy
00:11:13.70\00:11:15.10
because we are all
financially literate.
00:11:15.14\00:11:18.24
We know how to
spend money. Don't we?
00:11:18.27\00:11:21.24
And we as individuals,
00:11:21.28\00:11:23.24
have fit in and that,
the consumer environment
00:11:23.28\00:11:26.41
that the media
is provided to us.
00:11:26.45\00:11:28.05
And we like to buy things,
we like to get things in fact,
00:11:28.08\00:11:30.79
there's a chart that
I would love to show you
00:11:30.82\00:11:32.49
some point in time.
00:11:32.52\00:11:33.86
That provides the detail,
00:11:33.89\00:11:35.36
when they deregulate
the advertising industry.
00:11:35.39\00:11:38.43
Back in 1984,
00:11:38.46\00:11:40.20
there is a parallel on
the drop in personal savings
00:11:40.23\00:11:44.37
over the course of
years up until 2006.
00:11:44.40\00:11:46.90
Where we actually had a
negative savings rate now,
00:11:46.94\00:11:49.80
why do I tell you
all of this information
00:11:49.84\00:11:51.71
because we don't
have to fit into,
00:11:51.74\00:11:54.08
what the media
tells us about buying.
00:11:54.11\00:11:58.78
We have been following it.
00:11:58.81\00:12:01.28
We've been
following what they tell us,
00:12:01.32\00:12:03.45
a 12 billion dollar industry.
00:12:03.49\00:12:06.42
That hits us,
with television media,
00:12:06.45\00:12:08.79
that hits us with
Billboard with a radio,
00:12:08.82\00:12:11.83
with magazine advertising
in many different ways.
00:12:11.86\00:12:16.06
I can tell you that it works.
00:12:16.10\00:12:18.33
Because, they
actually teach our kids
00:12:18.37\00:12:20.10
and there's a video I can,
00:12:20.14\00:12:21.47
I would love to
be able to show you
00:12:21.50\00:12:22.84
at some point in time,
00:12:22.87\00:12:24.21
but you can look
it up on, on YouTube.
00:12:24.24\00:12:25.94
That talks about consumers
00:12:25.97\00:12:27.64
and talks about what
how they approach us,
00:12:27.68\00:12:29.91
and there is as young lady,
00:12:29.94\00:12:31.65
who works with
media conglomerate.
00:12:31.68\00:12:33.68
And she says,
"Well is it ethical.
00:12:33.72\00:12:35.92
She won't answer the question."
00:12:35.95\00:12:37.29
She says, "Well, I don't
know if it's ethical but.
00:12:37.32\00:12:41.02
We get the job
done for our client.
00:12:41.06\00:12:43.12
By getting you to consume."
00:12:43.16\00:12:45.53
In fact, they actually tell us
00:12:45.56\00:12:47.63
that they teach
kids to be naggers.
00:12:47.66\00:12:51.67
There's the Nagra factor
00:12:51.70\00:12:53.13
they actually
call it the nag factor.
00:12:53.17\00:12:54.87
That if you're
child asks you some
00:12:54.90\00:12:56.77
they teach your
children to ask you
00:12:56.81\00:12:58.47
something seven or eight times.
00:12:58.51\00:13:01.34
To break down the barrier,
00:13:01.38\00:13:03.04
and then they go
to the next parent.
00:13:03.08\00:13:04.75
And then consolidate the deal.
00:13:04.78\00:13:07.25
I will tell you it works,
00:13:07.28\00:13:08.62
because how many
of us as parents.
00:13:08.65\00:13:10.22
Enjoy going to a
specific type of pizza place.
00:13:10.25\00:13:13.86
That's allowed are rambunctious,
00:13:13.89\00:13:15.42
with a bunch of kids
running around I don't like it.
00:13:15.46\00:13:18.99
But I go, and they
actually tell you that.
00:13:19.03\00:13:21.73
Sales have increased
between 20 and 40 percent.
00:13:21.76\00:13:25.73
Four out of ten actual
visits to this facility happen
00:13:25.77\00:13:29.67
because a child knows
how to nag their parents
00:13:29.70\00:13:33.91
into getting them
that specific getting
00:13:33.94\00:13:37.05
the objective accomplished.
00:13:37.08\00:13:38.85
That's what they're
trying to accomplish
00:13:38.88\00:13:40.85
and when you as a consumer
are going to understand that.
00:13:40.88\00:13:43.52
All of this information that,
00:13:43.55\00:13:46.19
that's out there and
warranty information,
00:13:46.22\00:13:48.79
and registration information,
00:13:48.82\00:13:50.93
'causes us as customers
to start to revolt against
00:13:50.96\00:13:54.20
what's going on out
there, and we do need to.
00:13:54.23\00:13:57.10
We need to begin this
speak up about the privacy
00:13:57.13\00:14:00.54
that we should have with
our personal information.
00:14:00.57\00:14:03.34
And you can begin to
protect it by understanding
00:14:03.37\00:14:05.84
that they don't need
warranty information.
00:14:05.87\00:14:08.14
They don't need it.
00:14:08.18\00:14:09.51
They you can protect yourself
00:14:09.54\00:14:10.88
by understanding that
there is fraudulent information
00:14:10.91\00:14:13.28
going on out there,
and we are individuals.
00:14:13.31\00:14:17.15
That can begin the
process of harnessing
00:14:17.19\00:14:19.72
that private
end for information,
00:14:19.75\00:14:21.92
that we don't want
other people to know about us.
00:14:21.96\00:14:26.09
So, we talk to
several young people
00:14:26.13\00:14:27.56
when we ask them
the same question
00:14:27.60\00:14:28.93
about what are
your top complaints?
00:14:28.96\00:14:32.70
And here is what they said.
00:14:32.73\00:14:36.10
As a consumer my talk complaint,
00:14:36.14\00:14:38.14
is somebody who's
working customer service,
00:14:38.17\00:14:41.04
and is not giving the
correct customer service.
00:14:41.08\00:14:44.18
I worked in that
field for a longtime.
00:14:44.21\00:14:46.61
So, I know it could be
really frustrating but.
00:14:46.65\00:14:48.98
If the company or the store,
00:14:49.02\00:14:51.45
is going to put
somebody in that department,
00:14:51.49\00:14:53.92
they should that person should
be able to work with people
00:14:53.96\00:14:57.16
it's really
uncomfortable, and frustrating,
00:14:57.19\00:14:59.29
when you're trying
to explain a situation.
00:14:59.33\00:15:01.40
And the person seems, out of it
00:15:01.43\00:15:03.16
or does not really care
00:15:03.20\00:15:04.90
if they can at
least try to care.
00:15:04.93\00:15:08.60
Biggest complains for a consumer
00:15:08.64\00:15:09.97
will be the
quality, of the product.
00:15:10.01\00:15:11.61
It's really ability.
00:15:11.64\00:15:13.14
And also the warranty
from the manufacturer,
00:15:13.17\00:15:15.01
in order to
place I bought it from.
00:15:15.04\00:15:16.95
I always like to get the most
I can out of something I buy,
00:15:16.98\00:15:20.12
I want to be last for
a good month time like.
00:15:20.15\00:15:23.42
At least a couple
years, depending on what it is
00:15:23.45\00:15:25.09
if it's a for sure refrigerator
I would like to a last,
00:15:25.12\00:15:28.92
at least like ten years.
00:15:28.96\00:15:30.29
If it's a car well,
00:15:30.33\00:15:31.66
I like to lease
last for five years.
00:15:31.69\00:15:33.86
And if it's a bunch
of little electronics,
00:15:33.90\00:15:35.73
little stuff that you know.
00:15:35.76\00:15:37.10
At least a year or so
and there's something it is
00:15:37.13\00:15:39.43
that I put a lot of
money into a little effort.
00:15:39.47\00:15:41.44
Because nothing is really cheap.
00:15:41.47\00:15:44.81
I would like to have
an extended warranty.
00:15:44.84\00:15:48.18
Sometimes you're
not really informed
00:15:48.21\00:15:51.18
about what you're getting.
00:15:51.21\00:15:52.65
And sometimes
most a lot of times,
00:15:52.68\00:15:54.05
you find that you're.
00:15:54.08\00:15:56.02
You know, they go,
00:15:56.05\00:15:57.39
they use their own
system to kind of to,
00:15:57.42\00:16:00.39
to really just mess
you up sort of speak,
00:16:00.42\00:16:02.29
in many cases you know,
00:16:02.32\00:16:03.66
there are cases
where it's positive but.
00:16:03.69\00:16:05.03
There's a lot of,
a lot of instances
00:16:05.06\00:16:06.39
where they will not
inform you about certain things
00:16:06.43\00:16:09.06
that they that you as
a consumer need to know.
00:16:09.10\00:16:11.87
And then, you find
yourself in problems
00:16:11.90\00:16:13.67
because of that.
00:16:13.70\00:16:20.01
You know, it's very interesting
what these young people said,
00:16:20.04\00:16:22.28
and they
couldn't hold more truth
00:16:22.31\00:16:24.15
in what their
experience has been.
00:16:24.18\00:16:26.61
For example: They talked
about customer complaint issues,
00:16:26.65\00:16:29.58
talking about warranty issues,
00:16:29.62\00:16:31.35
they talked about the
quality of the product and.
00:16:31.39\00:16:33.96
Not getting what they expected
these are typical issues
00:16:33.99\00:16:37.29
that we would
like to touch on as
00:16:37.33\00:16:40.43
we talk about the top.
00:16:40.46\00:16:41.80
Complaints of 2011 had to do.
00:16:41.83\00:16:43.97
Number one, complaint
in 2011 was automotive.
00:16:44.00\00:16:49.30
Automotive misrepresentations
and advertising's bait
00:16:49.34\00:16:52.37
and switch type of thing.
00:16:52.41\00:16:53.91
New and used car sales
lemons, faulty kind of repairs,
00:16:53.94\00:16:58.01
leasing and towing charges
00:16:58.05\00:17:00.02
automotive was
also number one in 2010.
00:17:00.05\00:17:03.59
So it replicated
itself it seems that.
00:17:03.62\00:17:04.99
This seems to be a major issue.
00:17:05.02\00:17:08.52
Of contention when
people go to buy cars
00:17:08.56\00:17:10.89
it's very stressful.
00:17:10.93\00:17:12.26
Did you know that as of recently
00:17:12.29\00:17:14.36
with the Internet we
are able to research,
00:17:14.40\00:17:18.40
costs and prices of cars.
00:17:18.43\00:17:20.67
And it's as
recently as a few years ago.
00:17:20.70\00:17:24.94
We still had to
negotiate the deal
00:17:24.97\00:17:26.54
going in to buy a vehicle.
00:17:26.57\00:17:28.54
And you negotiate
the deal on pricing.
00:17:28.58\00:17:31.51
Of what you're actual
cost of the car would be.
00:17:31.55\00:17:34.65
You don't go to best
buy, a negotiated deal do you?
00:17:34.68\00:17:37.29
Buy it at seems to
be the only industry
00:17:37.32\00:17:39.22
where that's, that high
stress type of negotiation
00:17:39.25\00:17:43.39
and also we all
have to deal had to deal
00:17:43.43\00:17:46.43
with at some point in time.
00:17:46.46\00:17:47.80
Number two, credit and debt.
00:17:47.83\00:17:50.20
Credit and debt can have
to do with credit repair.
00:17:50.23\00:17:52.83
I call it credit rebuilding.
00:17:52.87\00:17:54.87
I don't think you
can repair credit.
00:17:54.90\00:17:57.17
There's a semantics issue,
00:17:57.21\00:17:58.54
as we've talked
with several agencies
00:17:58.57\00:17:59.97
that we work closely with
00:18:00.01\00:18:01.34
in the southern California area.
00:18:01.38\00:18:02.94
That also had to
do with modifications,
00:18:02.98\00:18:04.65
you can tell where
you're at in the in the economy
00:18:04.68\00:18:08.05
and what year it
had to be because 2010.
00:18:08.08\00:18:11.15
Is when we are at the
height of foreclosures
00:18:11.19\00:18:14.56
and the like so
everyone is trying to modify
00:18:14.59\00:18:17.69
loans and everyone.
00:18:17.73\00:18:19.63
At that had that
opportunity to say,
00:18:19.66\00:18:22.06
"Hey we can modify your loan",
00:18:22.10\00:18:23.67
one of the major
areas of dispute.
00:18:23.70\00:18:26.30
Modification of
credit repair issues
00:18:26.33\00:18:28.84
number three, on the list is.
00:18:28.87\00:18:30.41
Home Improvement
and construction.
00:18:30.44\00:18:32.57
Same type of thing
between 2003, 2007,
00:18:32.61\00:18:36.54
what was happening.
00:18:36.58\00:18:37.91
Everyone is building
00:18:37.95\00:18:39.28
as quickly as they
possibly could, why?
00:18:39.31\00:18:40.72
Because home prices
were appreciating so quickly.
00:18:40.75\00:18:43.25
So, let's get into it
00:18:43.28\00:18:44.62
and build as many houses we can.
00:18:44.65\00:18:46.15
And guess what?
00:18:46.19\00:18:47.52
There are construction defects
00:18:47.56\00:18:48.99
that were made aware in many
different housing developments
00:18:49.02\00:18:53.16
because the homes
were put up so quickly.
00:18:53.19\00:18:55.60
So we had shoddy work.
00:18:55.63\00:18:57.53
And we had failure to complete
00:18:57.57\00:18:59.50
or do a job which had to
do with contracting work.
00:18:59.53\00:19:02.44
Retail sales, false advertising
and other deceptive practices
00:19:02.47\00:19:06.57
such as, problems with
rebates probably with couponing
00:19:06.61\00:19:09.98
and those types
of other elements.
00:19:10.01\00:19:12.18
Number five, on the list was,
00:19:12.21\00:19:13.55
Utilities how many of us
have had satellite network,
00:19:13.58\00:19:17.02
brought in with
the understanding
00:19:17.05\00:19:19.05
they were paying one price.
00:19:19.09\00:19:20.46
But then on the bill we get
a completely different price.
00:19:20.49\00:19:24.06
Many of those were major issues,
00:19:24.09\00:19:25.79
disputes with Phone, Cable,
00:19:25.83\00:19:27.96
Satellite, Internet, Electricity
00:19:28.00\00:19:31.10
and Gas service did you know,
00:19:31.13\00:19:33.13
that there's a
credit check done on you?
00:19:33.17\00:19:35.20
That when you sign
up for gas service,
00:19:35.24\00:19:37.91
or electricity service online
with any type of gas company.
00:19:37.94\00:19:42.88
You have information that
goes to your credit company
00:19:42.91\00:19:46.21
based on that type of
service people don't know that.
00:19:46.25\00:19:50.49
Internet sales, Landlord tenant,
00:19:50.52\00:19:53.62
is tied now for number seven,
00:19:53.66\00:19:56.16
did you know that many disputes,
00:19:56.19\00:19:59.53
come up with
landlords and tenants,
00:19:59.56\00:20:02.20
where they don't fix or,
00:20:02.23\00:20:03.57
or, or take care of
problems that tenants are having
00:20:03.60\00:20:05.63
major disputes
happen according to that.
00:20:05.67\00:20:08.20
Internet sales, another issue
00:20:08.24\00:20:10.57
and you heard what
that one young man said,
00:20:10.61\00:20:12.97
about not being informed
of what we're going to get.
00:20:13.01\00:20:16.14
Many people buy online,
00:20:16.18\00:20:17.81
they try to get
the cheapest price
00:20:17.85\00:20:19.38
they don't
necessary do the research
00:20:19.41\00:20:21.12
they're supposed to do,
and they pay for something
00:20:21.15\00:20:25.02
via debit card
instead of credit card.
00:20:25.05\00:20:27.59
If you have a dispute,
you can't take up that dispute
00:20:27.62\00:20:30.63
if you've paid for
it via a debit card.
00:20:30.66\00:20:32.66
With a credit card agency
if there is a major dispute.
00:20:32.69\00:20:35.53
You have the opportunity
00:20:35.56\00:20:37.00
to tell your credit card company
00:20:37.03\00:20:38.70
that, they didn't send me
what they were supposed to.
00:20:38.73\00:20:41.87
And if you can prove to them,
00:20:41.90\00:20:43.27
they will actually
take the funds back
00:20:43.30\00:20:45.81
and put it back and
give it back to you.
00:20:45.84\00:20:48.48
Many little things
that people don't realize,
00:20:48.51\00:20:50.45
that are differences between
a debit and or a credit card.
00:20:50.48\00:20:54.78
Number eight, is Fraud.
00:20:54.82\00:20:56.99
Now, we do a two hour
program on fraud, and scams
00:20:57.02\00:21:02.09
and we'll be
touching on some of those
00:21:02.12\00:21:03.76
probably in some future shows.
00:21:03.79\00:21:05.49
But, this is a
big, big, big issue
00:21:05.53\00:21:09.23
where people are
using the Internet
00:21:09.26\00:21:11.57
to access your computer,
to access your information.
00:21:11.60\00:21:16.00
They call it,
things like phishing.
00:21:16.04\00:21:18.47
PHISHING, or coming in to
do things like, ran somewhere
00:21:18.51\00:21:24.98
and I'll give you
some details about that.
00:21:25.01\00:21:27.02
But fraud is a big
issue with things like.
00:21:27.05\00:21:30.39
Bogus sweep stakes,
Bogus lotteries saying that,
00:21:30.42\00:21:33.99
you have to pay a certain amount
00:21:34.02\00:21:35.62
to get access to your funds
00:21:35.66\00:21:38.49
or the like and we
can go into some detail
00:21:38.53\00:21:40.90
from that standpoint.
00:21:40.93\00:21:42.86
Real estate was
also on the top ten list.
00:21:42.90\00:21:44.63
It was number ten last year.
00:21:44.67\00:21:46.30
No, I'm sorry it was not in
the top ten lists last year.
00:21:46.33\00:21:48.84
But it is number nine this year.
00:21:48.87\00:21:50.64
With a concern
with time share sales,
00:21:50.67\00:21:52.94
how many of you
have ever gotten a call
00:21:52.97\00:21:55.04
or postcard about coming
to a time share presentation
00:21:55.08\00:21:58.51
and getting some
type of free gift.
00:21:58.55\00:22:00.32
I had to go to one, a
one hour waste of my time.
00:22:00.35\00:22:03.28
But I'm not all of them are bad.
00:22:03.32\00:22:05.55
You have to study
the ones that have,
00:22:05.59\00:22:07.86
question able reputation.
00:22:07.89\00:22:09.42
And number ten,
tied for number ten was,
00:22:09.46\00:22:12.39
Household goods or
Household Solicitations.
00:22:12.43\00:22:16.56
And I'm going
to talk about some,
00:22:16.60\00:22:17.93
of the major ones that I
think you should be aware of.
00:22:17.97\00:22:20.24
And we'll talk
about the ones that,
00:22:20.27\00:22:21.67
I just recently mentioned.
00:22:21.70\00:22:24.61
If you take a look, at
some of the major concerns
00:22:24.64\00:22:28.51
that people have when we
talk about consuming products.
00:22:28.54\00:22:33.65
The major
contention most people have,
00:22:33.68\00:22:35.48
and they don't
know their rights.
00:22:35.52\00:22:37.12
That if someone
comes to your front door,
00:22:37.15\00:22:38.69
and solicit you to buy a
vacuum cleaner for example.
00:22:38.72\00:22:41.69
You know, that you
have a three day right.
00:22:41.72\00:22:45.59
To return that
piece of equipment,
00:22:45.63\00:22:47.10
and get your money back.
00:22:47.13\00:22:48.46
Did you know that? Why?
00:22:48.50\00:22:50.10
Because they've come to you,
00:22:50.13\00:22:51.73
and tried to sell you
something at your home.
00:22:51.77\00:22:55.27
If you went to
that retail facility,
00:22:55.30\00:22:57.91
vacuum store or car dealership
00:22:57.94\00:23:00.38
and bought the car at that time.
00:23:00.41\00:23:02.58
You can't return the car,
and many people think that.
00:23:02.61\00:23:05.18
If you buy a large ticket item
00:23:05.21\00:23:07.55
you have three
days to return the item.
00:23:07.58\00:23:10.02
You don't, unless the
dealer has put it in writing
00:23:10.05\00:23:13.39
and put it on
that specific contract.
00:23:13.42\00:23:16.36
So, there are
many specific issues
00:23:16.39\00:23:18.76
that people should be aware of
00:23:18.79\00:23:20.23
when you look at
Household solicitations.
00:23:20.26\00:23:22.43
Were a lot of disputes come,
and many of us aren't aware,
00:23:22.46\00:23:26.07
that when we sign up
for that, the fine print.
00:23:26.10\00:23:28.97
It's all in the fine print,
00:23:29.00\00:23:30.57
where they're
going to charge you
00:23:30.61\00:23:31.94
a certain amount of interest,
00:23:31.97\00:23:33.31
and the
interest can be absorbed.
00:23:33.34\00:23:35.81
People don't
realize these things called,
00:23:35.84\00:23:39.38
Payday loan centers are charging
00:23:39.41\00:23:41.38
tremendous amount of interest.
00:23:41.42\00:23:43.49
Just for you to
get access to cash.
00:23:43.52\00:23:45.22
Because we haven't planned,
00:23:45.25\00:23:46.65
and we go back to the same issue
00:23:46.69\00:23:48.62
about planning,
planning, budgeting
00:23:48.66\00:23:52.56
and doing those
other type of things
00:23:52.59\00:23:54.26
that help you to
be more accountable.
00:23:54.30\00:23:56.46
And many of us I would
suspect wouldn't buy a car,
00:23:56.50\00:24:01.37
if we hadn't planned for it.
00:24:01.40\00:24:04.04
And I begin the
process of talking people
00:24:04.07\00:24:07.24
through the decision
making they go through,
00:24:07.28\00:24:09.64
when they think about a new car,
00:24:09.68\00:24:11.05
the new car
smell, of a new car this,
00:24:11.08\00:24:12.95
new car that.
00:24:12.98\00:24:14.45
And we begin to
realize why cars,
00:24:14.48\00:24:16.95
will go back to that automotive
is the biggest problematic area
00:24:16.99\00:24:21.66
that we all have to deal
with the cost of the car.
00:24:21.69\00:24:25.56
Did you know?
00:24:25.59\00:24:26.93
That the majority of wealthy
individuals around the globe.
00:24:26.96\00:24:32.30
Do not buy new cars.
00:24:32.33\00:24:36.10
In fact, only 20
percent of wealthy Americans
00:24:36.14\00:24:38.34
will buy a new car
straight off the lot.
00:24:38.37\00:24:41.21
The majority of
wealthy individuals
00:24:41.24\00:24:42.64
buy two year old new
vehicles, did you know that.
00:24:42.68\00:24:45.31
Why?
00:24:45.35\00:24:46.68
Luxury tax is a major issue,
so they avoid the luxury tax.
00:24:46.72\00:24:50.32
They get a car
that's relatively new,
00:24:50.35\00:24:52.62
that has still the
majority of its warranty on it.
00:24:52.65\00:24:55.12
And they are not paying,
00:24:55.16\00:24:56.73
for great
depreciation on that vehicle
00:24:56.76\00:24:58.49
so in these write off a lot.
00:24:58.53\00:25:00.26
There are a lot of benefits,
and ways to save money.
00:25:00.30\00:25:03.60
When you buy a car that
has already been broken in,
00:25:03.63\00:25:07.00
it's relatively
new, and you get the car
00:25:07.04\00:25:09.70
for a reasonable price that you
can check online at, Blue Book,
00:25:09.74\00:25:13.21
and find out that this
vehicle is actually worth,
00:25:13.24\00:25:16.34
this amount of money
00:25:16.38\00:25:17.71
and here is what I offer for it.
00:25:17.75\00:25:19.08
So, I'm not necessarily
paying the top price.
00:25:19.11\00:25:22.25
Major concerns, come from
not planning and not thinking,
00:25:22.28\00:25:26.92
through the process of
what that purchase will be.
00:25:26.96\00:25:30.03
What was the other major area
00:25:30.06\00:25:31.66
had to do with
household construction,
00:25:31.69\00:25:33.66
had to do with retail sales,
had to do with credit and debit
00:25:33.70\00:25:39.87
and when we take a
look at that specific area.
00:25:39.90\00:25:44.24
Many people think that,
they can repair their credit.
00:25:44.27\00:25:48.41
And I got an email
from an individual this,
00:25:48.44\00:25:50.98
past few weeks.
00:25:51.01\00:25:53.08
That asked about how
can I repair my credit.
00:25:53.11\00:25:55.78
I have something on my credit
I didn't pay on a specific card
00:25:55.82\00:25:59.62
for a certain amount of time.
00:25:59.65\00:26:00.99
And now, I have
something on my credit report.
00:26:01.02\00:26:04.99
How can I repair it?
00:26:05.03\00:26:06.36
The first thing I tell people
00:26:06.39\00:26:07.73
is you can't repair your credit.
00:26:07.76\00:26:10.97
You can rebuild your credit.
00:26:11.00\00:26:12.33
If something is on your
credit that you actually did.
00:26:12.37\00:26:14.90
It can't be
removed for seven years.
00:26:14.94\00:26:17.27
If something is there that's not
00:26:17.31\00:26:18.64
supposed to be there,
which we're finding out.
00:26:18.67\00:26:21.14
It happens quite a
bit in people's lives.
00:26:21.18\00:26:23.38
Is the fact that
you can then dispute it
00:26:23.41\00:26:26.82
with your credit
company by sending a letter.
00:26:26.85\00:26:30.69
Many people pay 699
dollars, 1000 dollars,
00:26:30.72\00:26:36.73
to an individual who says,
"I can repair your credit."
00:26:36.76\00:26:39.76
They cannot repair credit,
00:26:39.79\00:26:42.50
it takes time to rebuild credit.
00:26:42.53\00:26:45.07
The only thing that they
can do is dispute an item
00:26:45.10\00:26:47.80
that you don't
think needs to be there.
00:26:47.84\00:26:50.04
And that's a big issue.
00:26:50.07\00:26:51.44
Many disputes and
customer complaints
00:26:51.47\00:26:53.58
come from a lack of knowledge,
00:26:53.61\00:26:56.24
of what you can do
and if you would like,
00:26:56.28\00:26:58.51
I will put on our website,
and link to a P.D.F. page
00:26:58.55\00:27:03.79
that a major
organization has provided to us.
00:27:03.82\00:27:06.59
That will give
you all the resources
00:27:06.62\00:27:08.82
you need to dispute information
on your credit report.
00:27:08.86\00:27:12.69
It's essential, that
you begin to understand,
00:27:12.73\00:27:15.70
the importance of why we
have many customer complaints.
00:27:15.73\00:27:19.60
Because we are a group,
that loves to consume things.
00:27:19.63\00:27:24.97
So, when we get out
there and consume things
00:27:25.01\00:27:27.18
and not think
about planning, budgeting
00:27:27.21\00:27:30.18
and being a happy
person by giving back
00:27:30.21\00:27:32.45
and doing things
for other people.
00:27:32.48\00:27:34.38
We run into critical
issues that cause us,
00:27:34.42\00:27:38.19
to have to complain.
00:27:38.22\00:27:39.79
And dispute things happiness,
00:27:39.82\00:27:41.36
comes from doing
things for others.
00:27:41.39\00:27:43.32
Happiness comes from giving.
00:27:43.36\00:27:45.33
Happiness comes from
doing the right thing.
00:27:45.36\00:27:49.16
And that is planning, budgeting,
00:27:49.20\00:27:52.73
and thinking twice
about any type of purchase.
00:27:52.77\00:27:55.87
Thank you, so very much.
00:27:55.90\00:27:57.24
For being with me
today and God bless you.
00:27:57.27\00:28:00.68
Bye-bye.
00:28:00.71\00:28:02.04