A To Z Rentals

A To Z RentalsFM 78Converse, TX 78109January 16, 2018Revdex.com [redacted] We will be providing written statements from two employees of A To Z Rentals.The customer rented a margarita machine on Friday September 15, at 3:P.MShe called the next morning and said the machine was not workingWe told her to bring the machine back and get another machine and our mix (She had purchased a mix from somewhere else and the mix needs sugar in it for the machine to workShe had purchased a mix for "on the rocks")She said she had errands to run so she'd be in after thatShe came in at 11:A.Mand got two of our mixes.She called back at 2:P.Mand said the machine was still not workingI told her to try a different outlet ( the machine must be on its own circuit )She said that wasn't going to work so I told her to return the machine and we would swap it outShe did not want to do that and hung up on meSo at 3:P.MIcalled and left a message to see if the machine was working.She called back at 3:P.Mto say it wasn't workingI told her to bring it back so we could swap it outShe returned the machine at 4:P.MI showed her that it did work but she didn't believe meShe did take another machine.She returned the machine at 8:A.Mon Monday September 18, and said it also didn't workWe told her we would try out both machines and if they worked we would not be able to give her a refundShe did not want to waitI tried both machines with water and our mix and they both workedI called her at 9:A.Mto tell her but she didn't want to come seeShe then came in at 12:P.Mto close out the contractShe still didn't want to see the machines The customer rented a margarita machine on Friday September 15, We went over how to operate the machineThese machines get rented out about every weekend if not every other weekendOne of the main things we stress to the customer is that the machine needs to be plugged into its own outlet and circuitWe also told her the machine would not work properly if they were to add too much alcohol and if the mix wasn't correctShe said she understood and agreed and signed off on the load slip.She called Saturday morning and said the machine would not freezeShe was using a mix she purchased from somewhere elseShe then came in and purchased the Margarita Man mix we sell.She called at 2:P.Mwas still not working using our mixWe then told her to return the machine and we would test it for her or give her another machineShe came in at 4:P.Mwith her husbandWe unloaded the machine and tested it and showed her that it workedShe then got angry and started being very disrespectful to the employees and myself.I then calmly asked her if she would like to try a new machineShe turned to her husband and said she didn't even care anymoreSo I turned to her husband and asked him if he would like to swap out to another machine or we could refund him the moneyHe thought about it for a minute then said, "Yes, sirI'll just take a different margarita machine." I then told him, "Sir, before you take the new machine would you like for me to try it out for you?" He said, "No, don't worry about it." So we loaded the margarita machine in his SUV and told him to have a good weekend

A TO Z RENTALS9067 FM 78CONVERSE, TX 78109JANUARY 30, 2018Revdex.com ID [redacted] WE FEEL THAT WE HAVE MADE EVERY EFFORT TO RESOLVE THIS ISSUE. IT WAS EXPLAINED TO THE CUSTOMER THAT IF SHE TOOK A SECOND MACHINE WE COULD NOT ISSUE A REFUND. THEN AFTER SHE RETURNED THAT MACHINE WE TOLD HER WE WOULD TEST BOTH MACHINES AND IF THEY WORKED, WE COULD NOT REFUND HER MONEY. SHE WAS NOTIFIED THAT THEY WERE BOTH WORKING PROPERLY. SHE INSISTED THAT THEY DID NOT PRODUCE A “FROZEN” MARGARITA. THISMODEL (“XF124”) IS A “SLUSH” MACHINE. (INSTRUCTIONS PROVIDED BY MANUFACTURER- “THE XF124 IS TEMPERATURE CONTROLLED, WHICH MEANS THAT YOU SET THE TEMPERATURE YOU WANT YOUR SLUSH TO BE AND THE MACHINE COOLS THE MIX TO THE SELECTED TEMPERATURE.”). THESE MACHINES RENT OUT NEARLY EVERY WEEKEND AND HAVE BEEN RENTED MANY TIMES SINCE. NO OTHER CUSTOMERS HAVE HAD ANY PROBLEMS. IT IS POSSIBLE THAT THERE WERE ELECTRICAL ISSUES AT THEIR LOCALE.THE CUSTOMER HAS DISPUTED THE CHARGES WITH HER CREDIT CARD COMPANY TWICE. BOTH TIMES THE CREDIT CARD COMPANY RULED HER DISPUTE INVALID. SHE THEN TURNED IT IN FOR ARBITRATION. WE ARE STILL WAITING TO GET THE FINAL DECISION FROM THE DISPUTE RESOLUTION DEPARTMENT CONCERNING THE CHARGES.WE HAVE BEEN IN BUSINESS FOR 39 YEARS AND ARE CONFIDENT THAT THIS ISA RESULT OF BEING FAIR WITH OUR CUSTOMERS

Complaint: [redacted]
I am rejecting this response because: the business did not resolve anything. They gave an account of what happened to an extent of the truth. The machine never functioned. They openly admit I notified them the machine never worked. They openly admit that I took their word for it and bought other products on top of what I already bought in hopes the machine would then produce the intended output.  They assume the prior products I bought were not right-but we never had a conversation about what I bought exactly. But even with that aside I bought exactly what they said to buy-mix from their store following the directions on the back of the bottles and I bought more tequila (gold tequila that they said I should buy). The openly admit they finally offered an exchange (to which we were basically left with no other choice as our party was about to start and we had invested hundreds in products already for this machine to make it try and work).  I made it clear that if this second machine doesn't work I will be asking for a refund. They knew this. I am an honest forward upfront person. I say it like it is. I requested a refund several times. And they again openly admit that I told them the other machine still did not function any different. And they openly admit that I demanded a refund and that they have always refused. I supplied the owner with videos of the machine not working. I have phone records of the constant back and forth trouble shooting and the extra expenses and time incurred just to try and get  their machine to produce the intended output. At the time the item was returned I spent at least 30 minutes fighting for a refund. Their request for me to wait another 1-2 hours to plug in the machines and let their water and mix combination (not even tequila) freeze up (so they only hoped it would) is outrageous after all I have already went through. I have a full time job not to mention my son had a brain MRI scheduled that morning. They agreed to call me later with the findings.  I received a call later that day from Jody and have a voicemail from her (saved on my phone for future reference) to which her own words don't say the machines they tested have a frozen margarita consistency. She said it slushes. I did not rent this machine for a slushy. It is suppose to be a thick margarita consistency. Not watery and not slushy. Come on everyone knows what a frozen margarita feels like and looks like.  This company refuses time and time again to see what is clearly on the surface. They provide nothing more than an account of what I say is about 90% right. The machine did never function as rented for. This company is out to make a buck and doesn't care about the long term relationship it has with its customers. It is very clear that something about these machines didn't work but yet they still refuse. I purchased the products they said I needed to and followed every step (recorded on video) and still the machine did not create the right output. All this proof and effort and time and money and this horrible horrible no good company rather make $100 than a life long customer. Shame on them. Shame on them. I will not stop fighting for what is fair and right. This company is so wrong in what they have done its shameful they are apart of my community. I am requesting a full refund of the rental price as the machine I rented and paid for did not function as advertised. 
Regards,
[redacted]

A To Z Rentals9067 FM 78Converse, TX 78109January 16, 2018Revdex.com [redacted]We will be providing written statements from two employees of A To Z Rentals.The customer rented a margarita machine on Friday September 15, 2017 at 3:08 P.M. She called the next morning and said the machine was not working. We...

told her to bring the machine back and get another machine and our mix (She had purchased a mix from somewhere else and the mix needs sugar in it for the machine to work. She had purchased a mix for "on the rocks"). She said she had errands to run so she'd be in after that. She came in at 11:00 A.M. and got two of our mixes.She called back at 2:30 P.M. and said the machine was still not working. I told her to try a different outlet ( the machine must be on its own circuit ). She said that wasn't going to work so I told her to return the machine and we would swap it out. She did not want to do that and hung up on me. So at 3:30 P.M. Icalled and left a message to see if the machine was working.She called back at 3:45 P.M. to say it wasn't working. I told her to bring it back so we could swap it out. She returned the machine at 4:00 P.M. I showed her that it did work but she didn't believe me. She did take another machine.She returned the machine at 8:00 A.M. on Monday September 18, 2017 and said it also didn't work. We told her we would try out both machines and if they worked we would not be able to give her a refund. She did not want to wait. I tried both machines with water and our mix and they both worked. I called her at 9:50 A.M. to tell her but she didn't want to come see. She then came in at 12:30 P.M. to close out the contract. She still didn't want to see the machines.  The customer rented a margarita machine on Friday September 15, 2017. We went over how to operate the machine. These machines get rented out about every weekend if not every other weekend. One of the main things we stress to the customer is that the machine needs to be plugged into its own outlet and circuit. We also told her the machine would not work properly if they were to add too much alcohol and if the mix wasn't correct. She said she understood and agreed and signed off on the load slip.She called Saturday morning and said the machine would not freeze. She was using a mix she purchased from somewhere else. She then came in and purchased the Margarita Man mix we sell.She called at 2:30 P.M. was still not working using our mix. We then told her to return the machine and we would test it for her or give her another machine. She came in at 4:00 P.M. with her husband. We unloaded the machine and tested it and showed her that it worked. She then got angry and started being very disrespectful to the employees and myself.I then calmly asked her if she would like to try a new machine. She turned to her husband and said she didn't even care anymore. So I turned to her husband and asked him if he would like to swap out to another machine or we could refund him the money. He thought about it for a minute then said, "Yes, sir. I'll just take a different margarita machine." I then told him, "Sir, before you take the new machine would you like for me to try it out for you?" He said,  "No, don't worry about it." So we loaded the margarita machine in his SUV and told him to have a good weekend.