Vernon Sales and Rentals

RE: Complaint # [redacted] ***To Whom It May Concern,In response to the customer complaint I would like to address Ms [redacted] 's concerns as well as explain what actually took place during this alleged incident.It is routine to contact a customer via telephone when an account becomes delinquentMs [redacted] made her last payment on October 28th which only took her account up till October 31st due to the account being delinquent and Ms [redacted] only making a partial paymentVernon's account representative made a courtesy call to Ms [redacted] to let her know that her account was now delinquent again, and had Ms [redacted] simply told the representative when she was going to be making her next payment it would have been noted in the computer an no further calls would have been madeRather than informing Vernon's when she would be in to make her payment she continued to ask the representative why her account was late again and it was explained to her several times before she finally hung the phone up on the representativeI was present for the entire conversation and my employee was polite and said nothing that could in any way be misconstrued as, “Extremely Ignorant” as Ms [redacted] worded in her complaint.Approximately one hour after the above mentioned phone call Ms [redacted] came into our store location and said she would like to complain about the representative that she had spoken toI informed Ms [redacted] that I was the store manager and asked what her complaint was in regards toMs [redacted] would only say that my employee was , “Getting Smart” on the phone and could offer no explanation as to what exactly that meantI tried to explain to her that I was present for the entire conversation and my employee said nothing out of line other than politely asking when she would be able to make her paymentFurthermore I tried to address the issue of her late account and when payment would be made but unfortunately Ms [redacted] was very irate and only wanted to discuss how my employee was, “Getting Smart”Ms [redacted] began demanding to speak to the person in charge and accused me of lying when I explained to her that I was in chargeAlso I tried to explain that we are a locally owned business and there wasno one else that she could complain to, which Ms [redacted] did not want to acceptAt this point Ms, [redacted] began to question my identity and demanded to know my last name to which I asked why she needed that information and she replied in a threatening tone of voice, “Im going to find you”Ms [redacted] finally turned around and began to exit the store and I attempted to ask her one final time when she would be making her payment or returning Vernon's property and she replied with, “You’ll have to break in to get your stuff out”Ms [redacted] then left the premises.Ms [redacted] has alleged that Vernon's staff was, “Extremely Ignorant" and “rude" but has offered no example of how we were ignorant or rude to herFurther more no Vernon's staff yelled loudly to Ms [redacted] , in fact Ms [redacted] was the one that deliberately came to our business location seeking a verbal altercation.In conclusion it should also be noted that myself and the account representative that called Ms [redacted] , are in fact in store employees that run the day to day operations not merely delivery guys as we were referred toAs to specifically address her desired settlement, Ms [redacted] had the opportunity to speak to me but refused to discuss the only matter this complaint is truly about which is when payment would he made or property returnedAlso Vernon's hereby requests that this complaint be removed from the records of the Revdex.com due to it being baseless and merit less as the only thing our business has done was ask Ms [redacted] for her payments to be made on time to which she agreed to when she signed a contract with Vernon’s.Sincerely,Kevin S [redacted] Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] - [redacted]

RE: Complaint #***
*** ***
*** *** ***
*** ** ***To Whom It May Concern,
In response to the customer complaint I would like to address Ms*** ***'s concerns as well as explain what actually took place during this alleged
incident.It is routine to contact a customer via telephone when an account becomes delinquentMs*** made her last payment on October 28th which only took her account up till October 31st due to the account being delinquent and Ms*** only making a partial paymentVernon's account representative made a courtesy call to Ms*** to let her know that her account was now delinquent again, and had Ms*** simply told the representative when she was going to be making her next payment it would have been noted in the computer an no further calls would have been madeRather than informing Vernon's when she would be in to make her payment she continued to ask the representative why her account was late again and it was explained to her several times before she finally hung the phone up on the representativeI was present for the entire conversation and my employee was polite and said nothing that could in any way be misconstrued as, “Extremely Ignorant” as Ms*** worded in her complaint.Approximately one hour after the above mentioned phone call Ms*** came into our store location and said she would like to complain about the representative that she had spoken toI informed Ms*** that I was the store manager and asked what her complaint was in regards toMs*** would only say that my employee was , “Getting Smart” on the phone and could offer no explanation as to what exactly that meantI tried to explain to her that I was present for the entire conversation and my employee said nothing out of line other than politely asking when she would be able to make her paymentFurthermore I tried to address the issue of her late account and when payment would be made but unfortunately Ms*** was very irate and only wanted to discuss how my employee was, “Getting Smart”Ms*** began demanding to speak to the person in charge and accused me of lying when I explained to her that I was in chargeAlso I tried to explain that we are a locally owned business and there wasno one else that she could complain to, which Ms*** did not want to acceptAt this point Ms, *** began to question my identity and demanded to know my last name to which I asked why she needed that information and she replied in a threatening tone of voice, “Im going to find you”Ms *** finally turned around and began to exit the store and I attempted to ask her one final time when she would be making her payment or returning Vernon's property and she replied with, “You’ll have to break in to get your stuff out”Ms*** then left the premises.Ms*** has alleged that Vernon's staff was, “Extremely Ignorant" and “rude" but has offered no example of how we were ignorant or rude to herFurther more no Vernon's staff yelled loudly to Ms***, in fact Ms*** was the one that deliberately came to our business location seeking a verbal altercation.In conclusion it should also be noted that myself and the account representative that called Ms***, are in fact in store employees that run the day to day operations not merely delivery guys as we were referred toAs to specifically address her desired settlement, Ms*** had the opportunity to speak to me but refused to discuss the only matter this complaint is truly about which is when payment would he made or property returnedAlso Vernon's hereby requests that this complaint be removed from the records of the Revdex.com due to it being baseless and merit less as the only thing our business has done was ask Ms*** for her payments to be made on time to which she agreed to when she signed a contract with Vernon’s.Sincerely,
Kevin S***
Manager

RE: Complaint #[redacted]To Whom It May Concern,In response to the customer complaint I would like to address Ms. [redacted]'s complaints as well as explain our contract and fees. I will...

try to decipher and interpret the customers concerns as best I can due to what I believe to be misspellings of key words and information. Vernon's strives to help each customer avoid paying the $1.50 a day late fee in several ways. We provide the customer with a detailed receipt after each payment is made. Also, on the bottom of each receipt is the customers next due date in large bold face print. In addition we also offer the customer a two day grace period before any late fees begin accrue. Further more all late fees are discussed and explained in detail at the time the rental agreement is signed by the customer. Ms. [redacted] has been late on every single rental payment excluding the initial payment made at time of rental in the store.Concerning Vernon's charge of $7.50 for trip fee/in home collection fee. This fee is also explained in detail and initialed on our rental agreements by the customer. We explain that we make several attempts to contact the customer via phone and if we do not have a response we will have no other choice other than to make a visit to the customers residence in an attempt to collect the payment. Ms. [redacted] has received a total of 44 phone calls from us, none of which ever resulted in a returned phone call from the customer or a commitment to pay (which would prevent the $7.50 trip charge). In addition, 12 total trip charges have been assessed to the customer over the 47 days she was late, which is no where near the one charge per day she claims to have been charged. All of these fees were agreed upon and signed for in our contract with the customer and can be avoided by returning our phone calls and giving a commitment to pay.To sum up the concerns of Ms. [redacted], the only thing required for her to not be assessed late fees and trip charges is to pay her account on time. She could also return phone calls and give commitments to avoid visits to her home. We have made every attempt possible to try to help her but we have had no contact with the customer directly and she sends a child in to make her payments on her behalf. Furthermore this is a rent to own contract and she may return the property any time she wishes with no further fees or penalty’s, ownership is not achieved until all rental payments are paid in full.Sincerely,Vernons Staff

RE: Complaint #[redacted]To Whom It May Concern,In response to the customer complaint I would like to address Ms. [redacted]'s complaints as well as explain our contract and fees. I will try to decipher and interpret the customers...

concerns as best I can due to what I believe to be misspellings of key words and information. Vernon's strives to help each customer avoid paying the $1.50 a day late fee in several ways. We provide the customer with a detailed receipt after each payment is made. Also, on the bottom of each receipt is the customers next due date in large bold face print. In addition we also offer the customer a two day grace period before any late fees begin accrue. Further more all late fees are discussed and explained in detail at the time the rental agreement is signed by the customer. Ms. [redacted] has been late on every single rental payment excluding the initial payment made at time of rental in the store.Concerning Vernon's charge of $7.50 for trip fee/in home collection fee. This fee is also explained in detail and initialed on our rental agreements by the customer. We explain that we make several attempts to contact the customer via phone and if we do not have a response we will have no other choice other than to make a visit to the customers residence in an attempt to collect the payment. Ms. [redacted] has received a total of 44 phone calls from us, none of which ever resulted in a returned phone call from the customer or a commitment to pay (which would prevent the $7.50 trip charge). In addition, 12 total trip charges have been assessed to the customer over the 47 days she was late, which is no where near the one charge per day she claims to have been charged. All of these fees were agreed upon and signed for in our contract with the customer and can be avoided by returning our phone calls and giving a commitment to pay.To sum up the concerns of Ms. [redacted], the only thing required for her to not be assessed late fees and trip charges is to pay her account on time. She could also return phone calls and give commitments to avoid visits to her home. We have made every attempt possible to try to help her but we have had no contact with the customer directly and she sends a child in to make her payments on her behalf. Furthermore this is a rent to own contract and she may return the property any time she wishes with no further fees or penalty’s, ownership is not achieved until all rental payments are paid in full.Sincerely,Vernons Staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

RE: Complaint #[redacted]To Whom It May Concern,In response to the customer complaint I would like to address Ms. [redacted]'s concerns as well as explain what actually took place during this alleged incident.It is normal routine to contact a customer...

via telephone when an account becomes delinquent. Ms. [redacted] made her last payment on October 28th which only took her account up till October 31st due to the account being delinquent and Ms. [redacted] only making a partial payment. Vernon's account representative made a courtesy call to Ms. [redacted] to let her know that her account was now delinquent again, and had Ms. [redacted] simply told the representative when she was going to be making her next payment it would have been noted in the computer an no further calls would have been made. Rather than informing Vernon's when she would be in to make her payment she continued to ask the representative why her account was late again and it was explained to her several times before she finally hung the phone up on the representative. I was present for the entire conversation and my employee was polite and said nothing that could in any way be misconstrued as, “Extremely Ignorant” as Ms. [redacted] worded in her complaint.Approximately one hour after the above mentioned phone call Ms. [redacted] came into our store location and said she would like to complain about the representative that she had spoken to. I informed Ms. [redacted] that I was the store manager and asked what her complaint was in regards to. Ms. [redacted] would only say that my employee was , “Getting Smart” on the phone and could offer no explanation as to what exactly that meant. I tried to explain to her that I was present for the entire conversation and my employee said nothing out of line other than politely asking when she would be able to make her payment. Furthermore I tried to address the issue of her late account and when payment would be made but unfortunately Ms. [redacted] was very irate and only wanted to discuss how my employee was, “Getting Smart”. Ms. [redacted] began demanding to speak to the person in charge and accused me of lying when I explained to her that I was in charge. Also I tried to explain that we are a locally owned business and there wasno one else that she could complain to, which Ms. [redacted] did not want to accept. At this point Ms, [redacted] began to question my identity and demanded to know my last name to which I asked why she needed that information and she replied in a threatening tone of voice, “Im going to find you”. Ms [redacted] finally turned around and began to exit the store and I attempted to ask her one final time when she would be making her payment or returning Vernon's property and she replied with, “You’ll have to break in to get your stuff out”. Ms. [redacted] then left the premises.Ms. [redacted] has alleged that Vernon's staff was, “Extremely Ignorant" and “rude" but has offered no example of how we were ignorant or rude to her. Further more no Vernon's staff yelled loudly to Ms. [redacted], in fact Ms. [redacted] was the one that deliberately came to our business location seeking a verbal altercation.In conclusion it should also be noted that myself and the account representative that called Ms. [redacted], are in fact in store employees that run the day to day operations not merely delivery guys as we were referred to. As to specifically address her desired settlement, Ms. [redacted] had the opportunity to speak to me but refused to discuss the only matter this complaint is truly about which is when payment would he made or property returned. Also Vernon's hereby requests that this complaint be removed from the records of the Revdex.com due to it being baseless and merit less as the only thing our business has done was ask Ms. [redacted] for her payments to be made on time to which she agreed to when she signed a contract with Vernon’s.Sincerely,Kevin S[redacted] Manager

Review: Although this companies rental prices are reasonable, they gauge in othee areas. I fell behind on my account and they started charging me $1.50 a day that my payment was late. On top of that they send aomeone to your house to knock once and leave and charge you $7.50 a day and they do it everyday to where you are paying double the payment that you should be paying. After my items are paid I will never recommens them or purchase from this company again.Desired Settlement: They should not be allowed to charge me for coming to my house uninvited.

Business

Response:

RE: Complaint #[redacted]To Whom It May Concern,In response to the customer complaint I would like to address Ms. [redacted]'s complaints as well as explain our contract and fees. I will try to decipher and interpret the customers concerns as best I can due to what I believe to be misspellings of key words and information. Vernon's strives to help each customer avoid paying the $1.50 a day late fee in several ways. We provide the customer with a detailed receipt after each payment is made. Also, on the bottom of each receipt is the customers next due date in large bold face print. In addition we also offer the customer a two day grace period before any late fees begin accrue. Further more all late fees are discussed and explained in detail at the time the rental agreement is signed by the customer. Ms. [redacted] has been late on every single rental payment excluding the initial payment made at time of rental in the store.Concerning Vernon's charge of $7.50 for trip fee/in home collection fee. This fee is also explained in detail and initialed on our rental agreements by the customer. We explain that we make several attempts to contact the customer via phone and if we do not have a response we will have no other choice other than to make a visit to the customers residence in an attempt to collect the payment. Ms. [redacted] has received a total of 44 phone calls from us, none of which ever resulted in a returned phone call from the customer or a commitment to pay (which would prevent the $7.50 trip charge). In addition, 12 total trip charges have been assessed to the customer over the 47 days she was late, which is no where near the one charge per day she claims to have been charged. All of these fees were agreed upon and signed for in our contract with the customer and can be avoided by returning our phone calls and giving a commitment to pay.To sum up the concerns of Ms. [redacted], the only thing required for her to not be assessed late fees and trip charges is to pay her account on time. She could also return phone calls and give commitments to avoid visits to her home. We have made every attempt possible to try to help her but we have had no contact with the customer directly and she sends a child in to make her payments on her behalf. Furthermore this is a rent to own contract and she may return the property any time she wishes with no further fees or penalty’s, ownership is not achieved until all rental payments are paid in full.Sincerely,Vernons Staff