American Appliance Rentals

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I am not satisfied with the complaint because number one the company is not being truthfulThey did promise to deliverme a new refridgerator on 4-4-When I received the fridge their were dents on it The driver put his initials on mydelivery receipt and checked the box off that there was some damage He stated that he would let the company knowabout the damage and they would contact me I waited for a call from the company and never received one about the damage.I phoned a few months later and spoke to [redacted] in customer service She told me that she would talk to the manager [redacted] and they would give me a used price of $a month and they would credit my account accordingly Well I waited for a phone call from [redacted] and [redacted] and never got one It was three more months and I did not hear back fromthem When I called the company again...I asked [redacted] why she had not contacted me about what she had promisedand she had no answer I asked for the manager and she said [redacted] the manager was not in and she did not know whenshe would be back Then I spoke to [redacted] and he said that he did not know when [redacted] the manager would be back either.I continued to phone and kept getting the run around Then they started phoning me telling me that my bill was behind[redacted] told me that she was going to put my account on hold so no charges would accrue, but that was not true The next thing they were telling me was that my bill was $...they were adding late fees....I continued to call and ask for themanager, but when I phone all I got was the run around This company plays a lot of games on the phone..instead of handing the matter..they bombarded me with calls telling me they are going to come and get the fridge I finally spoke to [redacted] on February 21, and explained the situation to her......I was trying to explain everything from the beginning...but she will not help me in any way When they told me my bill was I paid and the bill stayed the same in December it was $ again although I made a payment of Then as of January they say my bill isstill $after I made a payment of I spoke to [redacted] and she told me my bill was $ and I paid 54.00and the bill is still over $ [redacted] told me my bill was $on the 21st of January 2015..I paid and she said'I was charged a collection fee of $and it is still over $ They are charging me late fees and collection fees [redacted] is forgetting that I did not damage the fridge..and I was the one waiting for a call for months I would like this issue solved by getting all the late fees and collection fees removed and for the company to charge me$per month as promised by [redacted] .......I am really tired because everytime, I call I get the run around and the personI need to speak to is not there or my call is not transferred and I am left on hold repeatedly I have never seen a company thatplays so many games Instead of taking care of the issue, they are prolonging itThey would rather give me the run around.than solve the problem that started with them in the first place.Thanks,***

Response to complaint:We picked up our refrigerator on 7/17/17. We received a call from our customer's wife on 7/18/17. She spoke with our customer service representative named Elvira and explained that our driver caused a nick on her linoleum floor. I spoke with our... customer's wife on 7/25/17. I asked her if anyone in the house hold ever moved the refrigerator. She said no. She requested we replace the flooring and that she could provide the floor material since she had an extra piece. I explained to her that our drivers are trained not to cause damages on the floor. We also handle the appliances with an electric dolly which prevents floor damage as well. Our customer also signed our form for the delivery and pick up appointment stating that no damage was caused to the home/property. We offered a $35.00 refund as a courtesy but our offer was not accepted. Our offer still stands should our customer be interested. Thank you muchSincerely, [redacted] Customer Care Manager

The person submitting this Revdex.com complaint is not account holder or the person who placed the order for this accountThe person submitting this Revdex.com claim indicated to us over the telephone he is the account holder's sonThe account holder (the father) placed the order with our company over the
phoneThe person who submitted this Revdex.com complaint (the son) was present during the delivery
When the account holder called to place the refrigerator order our customer service representative asked him to describe the stairs our driver would have to deliver the refrigerator throughThis is something all of our customer care representatives are trained to do to prevent issues with deliveriesThe account holder explained to our customer service representative that there were two sets of stairs and that one of them was tricky but the other set of stairs was notOur customer service representative asked the account holder for pictures of the stairs but our customer did not want to provide themOur customer service representative made our customer aware that there would be a re-delivery fee is we could not complete the deliveryThe account holder confirmed the stairs were a straight shot up and there would be no problems
When our driver arrived to the delivery it was determined a second driver would be required to bring the refrigerator up the stairsThere was a dirt path leading to the stairs with river rocks on them so our driver had difficulties rolling the refrigerator through that path and there was not enough room for our driver to turn the dolly from the dirt path onto the stairs
All of this information was not explained upon application and a second driver was not requested upon applicationHad the account holder requested a second delivery man, our representative would have scheduled the appointment accordingly and charged an extra fee for the second driverThe account holder was charged our standard rates which included one delivery man
We offered to reschedule the delivery for another day and send out two drivers which would come with an extra fee for the second driverThe account holder informed us his son would help the driver bring the refrigerator up the stairs insteadOn average our standard deliveries are approximately 20-minutesOverall, we spent approximately 1/hours at the delivery which is well over our expected time frame for a standard deliveryNo extra fee was charged to the customer for the extra time spent at the delivery
Unfortunately, we are unable to provide any discount as requested in this complaint
Please contact us should you have any further questions or concerns
Thank you
American Appliance Rentals Inc

As mentioned American Appliance delivered a brand new refrigerator so we will not reduce the cost nor have we ever agreed toWe were not contacted regarding any issues or concerns until months laterWe should have been notified the day of delivery or shortly there afterI spoke to *** regarding her balance due and she made a partial payment and set up a commitment to pay the remaining balance on 1/23/but we have not received a payment or phone call***'s account is currently past due and will be sent to a collection agency

We apologizeI see our driver fixed the issue with the sbs on 7/9/We can provide a $courtesy credit on the account

We provided a refrigerator rental service to our customer which started on 5/20/Our customer signed our rental agreement at this time and we went over all terms and conditionsIn this complaint, our customer mentioned she had issues with the refrigerator in May of Our refrigerator was not
delivered in May 2015, it was delivered in May Our customer service representatives are required to notate all conversations with our customer and I show no record of our customer calling in to report any maintenance issues at any point during the rental service. Regarding the fees, during the time we provided our refrigerator rental service, our customer was past due every single monthMost months our customer was over days past dueAt the end of the service, our customer became days past due and the account Is currently with an outside collection agency. Per our rental agreement, when an account becomes more than days past due, we attempt to collect a payment in person or repossess the appliance for nonpaymentEach repossession attempt comes with a feeUnfortunately, our customer did not keep the payment arrangements she made to pay on the accountThis resulted in a total of repossession attempts. Regarding our customer’s request to speak to a manager, I did speak to her on 9/1/I explained the late fees and repossession attempt fees are valid fees on the account and cannot be waivedWe scheduled an appointment to pick up our refrigerator and explained what the final balance was at the timeOur customer could not make a payment at that time and did not agree with the repossession attempt fees or late feesThe refrigerator was officially picked up on 9/25/As stated before, the account is currently with an outside collection agency since there is still an outstanding balance owed on the accountWe understand our customers go through financial hardshipsWe tried to work with our customer which is why accepted commitments on the account; however, the commitments were not kept on her end. Regarding our customer service practices, we strive to provide the best customer service possible at all timesWe are in a call center and our customer service representatives are under supervision by several managers at all timesUpon reading the notes made by our customer service representatives, our customer raised her voice and used profanity on several occasions, while we remained courteous and professional at all timesI myself experienced this while speaking to our customer on 9/1/17. I am able to provide you with the notes on the account made by our customer service representatives and the lease agreement signed by our customer as well. I hope I was able to address all questions and concerns. Thank you for your time, ***Customer Care Manager *** S.Customer Care ManagerPhone: 714-834-0530Fax: 714-834-0853***@rentafridge.com

American Appliance Rentals delivered a brand new refrigerator on 4/4/14. [redacted] contacted us on 10/29/15 (almost 7 months later) to inform us that the refrigerator we brought her was not brand new. We had received several calls from [redacted] after the delivery for payment and she did not express to our...

representatives that the she thought the refrigerator was not brand new. In July, [redacted]'s account became delinquent. At the time [redacted] contacted us regarding the refrigerator not being brand new her account was over two months overdue. The account is currently still past due and has been since July. We cannot reduce the monthly installments or provide any credit because the refrigerator was delivered brand new and we were not notified [redacted] felt otherwise until 7 months. Had there been any concerns regarding the refrigerator's condition we would have needed to be notified the day of delivery or shortly there after.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On a conference call with the company, my father passed legal proxy to me ([redacted] Talbott, the son of [redacted], the person who made the initial order), allowing me to make any and all decisions regarding the account with the company. I, my father, and [redacted], the representative who assisted me is witness to this. In addition to this, the company expected me - without signing a liability waiver of any sorts (a testament to their poor business practices) - to help with the delivery of the fridge, or else they would charge an additional fee to send an additional man out. They sent one man to single-handedly transport an object that was at least 300 pounds by himself. As I believe I said in the original complaint, my mother had just gotten out of the hospital, and requiring me to help with the delivery (which I did out of solidarity to the employee, who was also complaining of the company's business practices) required me to temporarily neglect the care of my mother so I wouldn't incur additional fees, for a service that I had already paid for in full. The staircase (attached to a balcony that was added in a renovation) in question was built explicitly for the purpose of transporting larger objects into the apartment. We have had no issues transporting heavy objects of our own up the exact same staircase. However, we were always wise enough to use at least two people if the object was well over 100 pounds to ensure the safety of everyone involved. I'm 6'4", and I assure you, I'm quite strong, but I am also aware of the limitations of the physical body. The average human, in average shape, is in no way capable, without advanced technological assistance (and I'm talking about robotic exoskeletons here, not battery powered stair-king dollies, such as the one your employee had with him) of lifting and appropriately maneuvering a 300+ pound object by themselves. I suggest you try, and see how it goes.Also, I agree that it took way longer than a standard delivery. That is mostly due to the technician taking photos on his tablet (in disbelief that his company would send him out to such a job, as he alone was unable to lift the refrigerator onto the staircase, and was calling his company in request of an additional man, at no additional fee. However, the company refused), the lack of the appropriate manpower to complete the job. Even after I agreed to help, and we got the refrigerator onto the first step, from then on, it took at least another hour and a half. This was purely due to lack of appropriate manpower and expertise.To add on to that, the fridge they delivered, they installed incorrectly. Essentially stranding us without a fridge over the 4th of July weekend. To this day (7/8-7/9), the fridge is still not in working order. The initial problem was that they installed the fridge door incorrectly, so that the trigger that causes the condenser fan to activate and cool down the fridge never activated. As such, the light bulb inside the fridge would never turn off, essentially turning the fridge into an EZ bake oven, ruining all the food we had put inside of it.An additional problem was that when it was refurbished/installed/whatever, the ice-maker and ice/water dispenser were installed incorrectly, rendering them useless.  A technician was scheduled to come out and repair it, and he did just that today (7/8). However, the tube inside the fridge that distributed the water to the door dispenser was broken, causing the fridge to leak water all over the floor. Luckily a fridge we had owned in the past had done something similar, and I asked the technician to check it thoroughly; otherwise it would have gone unnoticed, and he would have left, assuming the job was completed. Low and behold, there was a gigantic leak, and they would have to have another technician come out at a later date to fix it.Quite frankly, I'm very frustrated with my dealings with this company, and I don't think what I'm asking for is that unreasonable. If you were to rent any other object, with delivery included, you would expect that object would be delivered (in a manner that doesn't require the customer help to deliver it) with no hiccups, and arrive in perfect working order. I have experienced none of that. I paid to rent a refrigerator, and I paid for delivery. The delivery couldn't be completed without my aid, or additional charges would be incurred, and when the delivery was completed (keep in mind, after the refrigerator was installed, the technician did not run a diagnostic check to make sure everything was in working order) I was left with a half-freezer, half-EZ Bake Oven.We recently moved into a new place, and that's why we're renting a fridge. I've had dealings with AT&T in the same day that were infinitely more pleasant. They've given me credits on the account for delays, I've called to reschedule appointments that fell through the cracks and when I talked to a manager, the manager was actually able to help me and appeared to care about my needs as a customer, moving appointments around to correct my delay to the best of his abilities. Vanessa, the office manager (who refused to identify herself further), was rude to me, appeared to recite lines of a script, instead of attempting to solve my issue, and insisted that there was no way she could help me, despite their company's shortcomings. To continue the AT&T analogy, when they were unable to install my internet on a certain day, due the the delay, they put a $30 credit on my account, because of the increase it would cause in our cellular data use. Basically, a reputable company realized they had a shortcoming, and valuing the customer, decided to make things right.That is all I'm asking for. I'm not asking for a complete refund, I was asking for a discount due to the trouble I've incurred. As I said, I don't think what I'm asking for is too much. Other companies have compensated me for similar failures in service. I do have to say though; the more this escalates, the more disrespect I feel, and the more frustrated I become. To put it in black and white, I paid for a service. In return, I received an infinitesimally small fraction of that service, and was expected to pay in full. Much like how in law, the punishment should fit the crime, the payment should fit the service. I'm asking for compensation in the form of a significant discount due to a major failure in delivery of a paid service. I'm not expecting the service to be free, however, you should pay for what you get, and what I got was not what I paid for.
Regards,
[redacted]

We truly apologize for the issues our customer experienced. We received a call on 7/20/15 regarding the refrigerator not working. We exchanged the refrigerator the same day, 7/20/15 and provided a courtesy credit on our customers account. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I am not satisfied with the complaint because number one the company is not being truthful. They did promise to deliverme a new refridgerator on 4-4-2014. When I received the fridge their were dents on it.  The driver put his initials on mydelivery receipt and checked the box off that there was some damage.  He stated that he would let the company knowabout the damage and they would contact me.  I waited for a call from the company and never received one about the damage.I phoned a few months later and spoke to [redacted] in customer service.  She told me that she would talk to the manager[redacted] and they would give me a used price of $33.00 a month and they would credit my account accordingly.  Well I waited for a phone call from [redacted] and [redacted] and never got one.  It was three more months and I did not hear back fromthem.  When I called the company again...I asked [redacted] why she had not contacted me about what she had promisedand she had no answer.  I asked for the manager and she said [redacted] the manager was not in and she did not know whenshe would be back.  Then I spoke to [redacted] and he said that he did not know when [redacted] the manager would be back either.I continued to phone and kept getting the run around.  Then they started phoning me telling me that my bill was behind.[redacted] told me that she was going to put my account on hold so no charges would accrue, but that was not true.  The next thing they were telling me was that my bill was $252.00 ...they were adding late fees....I continued to call and ask for themanager, but when I phone all I got was the run around.  This company plays a lot of games on the phone..instead of handing the matter..they bombarded me with calls telling me they are going to come and get the fridge.  I finally spoke to [redacted] on February 21, and explained the situation to her......I was trying to explain everything from the beginning...but she will not help me in any way.  When they told me my bill was 252.00 I paid 54.00 and the bill stayed the same.  in December it was $ 252.00 again although I made a payment of 54.00.  Then as of January they say my bill isstill $252.00 after I made a payment of 108.00.  I spoke to [redacted] and she told me my bill was $ 252.00 and I paid 54.00and the bill is still over $200.00.  [redacted] told me my bill was $252.00 on the 21st of January 2015..I paid 45.00 and she said'I was charged a collection fee of $45.00 and it is still over $200.00.  They are charging me late fees and collection fees.   [redacted] is forgetting that I did not damage the fridge..and I was the one waiting for a call for months.                                    �...⇄ would like this issue solved by getting all the late fees and collection fees removed and for the company to charge me$33.00 per month as promised by [redacted].......I am really tired because everytime, I call I get the run around and the personI need to speak to is not there or my call is not transferred and I am left on hold repeatedly.  I have never seen a company thatplays so many games.  Instead of taking care of the issue, they are prolonging it. They would rather give me the run around.than solve the problem that started with them in the first place.Thanks,[redacted]

Response to complaint:We picked up our refrigerator on 7/17/17. We received a call from our customer's wife on 7/18/17. She spoke with our customer service representative named Elvira and explained that our driver caused a nick on her linoleum floor. I spoke with our...

customer's wife on 7/25/17. I asked her if anyone in the house hold ever moved the refrigerator. She said no. She requested we replace the flooring and that she could provide the floor material since she had an extra piece. I explained to her that our drivers are trained not to cause damages on the floor. We also handle the appliances with an electric dolly which prevents floor damage as well. Our customer also signed our form for the delivery and pick up appointment stating that no damage was caused to the home/property. We offered a $35.00 refund as a courtesy but our offer was not accepted. Our offer still stands should our customer be interested. Thank you muchSincerely,[redacted] Customer Care Manager

Review: When I originally called this company, I told them I would like torent a refridgerator from them and if they could please send me out a new one so that I could eventually purchase it. When they delivered the refridgerator there was dents on it. I told the driver upon arrival to sign that the refridgerator was dented in transit and he signed the paper that was given to me April 4, 2014. I phoned the company and spoke to [redacted] several times. She told me that they would change my price to $33.00 and credit my account since it was dented in transit. I waited for months and [redacted] never phoned and every time I called they were playing games and saying that the manager was not it. it became a game. I ten spoke to [redacted] and he told me that the manager was not in also. Recently I have been speaking to [redacted] and she told me she would take care of it.I also stopped making payments because [redacted] and others never stuck to there word about taking care of this problem. Then the company said I owed to hundred and fifty two dollars so I made a payment of 108.00 dollars, in two payments of 54.00 dollars and my bill has never went down.[redacted] told me that she was going to put a hold on the account...and I do not know where my payments are going. I would like the company to credit me accordingly and also the fridge is not considered new when it was banged up upon arrival. I am not responsible for damages and I would like the used price given. [redacted] told me I would be charged $33.00 a month and given a credit. The credit has never been given as of today.Thanks,[redacted]Desired Settlement: I would like to be given the credit as promised and a used price of $33.00 as promise since it was banged up when brought out....

Business

Response:

American Appliance Rentals delivered a brand new refrigerator on 4/4/14. [redacted] contacted us on 10/29/15 (almost 7 months later) to inform us that the refrigerator we brought her was not brand new. We had received several calls from [redacted] after the delivery for payment and she did not express to our representatives that the she thought the refrigerator was not brand new. In July, [redacted]'s account became delinquent. At the time [redacted] contacted us regarding the refrigerator not being brand new her account was over two months overdue. The account is currently still past due and has been since July. We cannot reduce the monthly installments or provide any credit because the refrigerator was delivered brand new and we were not notified [redacted] felt otherwise until 7 months. Had there been any concerns regarding the refrigerator's condition we would have needed to be notified the day of delivery or shortly there after.

Consumer

Response:

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

Regards,

I am not satisfied with the complaint because number one the company is not being truthful. They did promise to deliverme a new refridgerator on 4-4-2014. When I received the fridge their were dents on it. The driver put his initials on mydelivery receipt and checked the box off that there was some damage. He stated that he would let the company knowabout the damage and they would contact me. I waited for a call from the company and never received one about the damage.I phoned a few months later and spoke to [redacted] in customer service. She told me that she would talk to the manager[redacted] and they would give me a used price of $33.00 a month and they would credit my account accordingly. Well I waited for a phone call from [redacted] and [redacted] and never got one. It was three more months and I did not hear back fromthem. When I called the company again...I asked [redacted] why she had not contacted me about what she had promisedand she had no answer. I asked for the manager and she said [redacted] the manager was not in and she did not know whenshe would be back. Then I spoke to [redacted] and he said that he did not know when [redacted] the manager would be back either.I continued to phone and kept getting the run around. Then they started phoning me telling me that my bill was behind.[redacted] told me that she was going to put my account on hold so no charges would accrue, but that was not true. The next thing they were telling me was that my bill was $252.00 ...they were adding late fees....I continued to call and ask for themanager, but when I phone all I got was the run around. This company plays a lot of games on the phone..instead of handing the matter..they bombarded me with calls telling me they are going to come and get the fridge. I finally spoke to [redacted] on February 21, and explained the situation to her......I was trying to explain everything from the beginning...but she will not help me in any way. When they told me my bill was 252.00 I paid 54.00 and the bill stayed the same. in December it was $ 252.00 again although I made a payment of 54.00. Then as of January they say my bill isstill $252.00 after I made a payment of 108.00. I spoke to [redacted] and she told me my bill was $ 252.00 and I paid 54.00and the bill is still over $200.00. [redacted] told me my bill was $252.00 on the 21st of January 2015..I paid 45.00 and she said'I was charged a collection fee of $45.00 and it is still over $200.00. They are charging me late fees and collection fees. [redacted] is forgetting that I did not damage the fridge..and I was the one waiting for a call for months. I would like this issue solved by getting all the late fees and collection fees removed and for the company to charge me$33.00 per month as promised by [redacted].......I am really tired because everytime, I call I get the run around and the personI need to speak to is not there or my call is not transferred and I am left on hold repeatedly. I have never seen a company thatplays so many games. Instead of taking care of the issue, they are prolonging it. They would rather give me the run around.than solve the problem that started with them in the first place.Thanks,[redacted]

Business

Response:

As mentioned American Appliance delivered a brand new refrigerator so we will not reduce the cost nor have we ever agreed to. We were not contacted regarding any issues or concerns until 7 months later. We should have been notified the day of delivery or shortly there after. I spoke to [redacted] regarding her balance due and she made a partial payment and set up a commitment to pay the remaining balance on 1/23/15 but we have not received a payment or phone call. [redacted]'s account is currently 86 past due and will be sent to a collection agency.

Review: Over an approximate 3-year period, American Appliance had to replace refrigerators that I rented from them 4 times including three times in recent weeks because of defective motors. On the latest replacement, they were unwilling to make the replacement in a timely manner, and I told them on the phone that I wished to terminate doing business with them immediately for their repeated failures. The person I spoke with told me I would be in violation of our agreement. At that point, I took steps to ensure that they could no longer charge to my debit card and ordered them to come pick up their refrigerator immediately, that day, which was yesterday, 1/23/2014.(The owner of the company later called and tried to mollify me, but in view of the point noted below, I was unwilling to have any further dealings with them.)During the entire time I rented from American Appliance, I was under the belief that my rental was automatically paid monthly using a bank account debit card number I provided to them. In reality, they sent me a monthly statement by mail for the amount of $29.16 which I was supposed to pay by check. In the event of my failure to pay by check, they would have the right to debit my account for that amount plus a $10 late fee, which they did. The company never informed me that I was apparently mistaken and continued enriching themselves by an additional 34% over their stated charge. I believe this misunderstanding exists on a large number of their accounts and they apparently take no steps to correct the misimpression. In fact, in each of the phone calls I made to pick up my refrigerator except the last one, no mention was ever made of the fact that I was paying an additional $10 / month.If they allow this misunderstanding to persist by design for the majority of their customers, then they are guilty of fraud on a fairly large scale. I intend to file a criminal complaint against them.Desired Settlement: I will await a response to my complaint of criminal wrong-doing and then may file a civil action against them.

Business

Response:

Id#9899649

Customer Information: [redacted] ([redacted]) [redacted]

To whom it may concern,

Please find our response to [redacted] complanit. Thank you.

American Appliance Rentals Inc.’s response: Our customer has rented with us since 02/22/2011. Per our rental agreement, all maintenance on our appliances is free. During the time our customer rented with us, he reported a total of 3 issues with the refrigerators rented. We exchanged the refrigerator on 06/02/201Your Logo Here or delete this text1 because our customer reported the refrigerator was not working and on 01/08/2014 because our customer reported the refrigerator was making noise. Our technicians found that the noise coming from the second refrigerator was normal and we immediately rented it out to a new customer. No further complaints were made from the new customer in regards to noise. On 1/22/14, [redacted] called in to report the refrigerator that was exchanged on 01/08/14 is also making noise. Eventually, this refrigerator was brought to our warehouse and our technicians confirmed the noise from the refrigerator was also normal. This refrigerator was rented out to a new customer. Again, no further complaints were made from the new customer in regards noise.

Regarding our billing, our customer was informed by our representatives numerous times that his account was not on auto and he was responsible to send in a payment every month. We also mailed out a monthly invoice to his home address. All of our representatives disclose this information and explain that should the account become 14 days past due, we charge the account holder’s card including a $10 late fee. This is also mentioned in the rental agreement that our customer signed and on our monthly invoices.

Per the notes on our customer’s account, a representative contacted our customer on 05/12/11 to inform him his invoice returned. At this time, the address was verified as correct and our customer explained he thought his payments were being automatically being deducted. Our representative explained to him he was not on auto pay and he was responsible to send in a payment every month. Our customer explained that he understood. We also waived the $10.00 late fee on his account, as a onetime courtesy.

On 02/16/12, we again contacted our customer to inform him his invoice returned. The address was again verified as correct and our customer explained it may have returned because his mail box was full. Our representative again explained that he is not on auto pay and that he is responsible to send in a payment. Our customer again explained that he understood.

As our customer has desired, we have provided a response to his complaint. To summarize, American Appliance has provided all maintenance as agreed, although there was no issue with 2 of our refrigerators. American Appliance has also provided all billing information verbally and in writing, to prevent any misunderstandings.

Thank you

American Appliance Rentals Inc.

[redacted] A.

Customer Care Manager

Ph: (714) 834-0530

Fax: (714) 834-0853

[redacted]@rentafridge.com

Consumer

Response:

Actually, the noises were not normal, and American Appliance employees said they could hear the noisea

in the background on my telephone. Apparently, employees of American Appliance have serious memory

Review: For the last 2 months they have been added on $10 extra to my bill and I was inofrmed I have a 5 day grace period so I'm not sure why the extra charges, and I told them to come and pick on the refrigerator and they are stating there is a $35.00 fee but no one can tell me why I have the fee. I demand that they zero out my account ASAP. These people are trying to get extra money out of people!Desired Settlement: I want them to zero my account as no money should be old to these people trying to take extra money out of people. No money owed to them

Business

Response:

2/17/14

Attention: [redacted] & Revdex.com

Re: customer id #[redacted]

Our customer has been with our company since July 9th, 2011. Our customer was informed that she was responsible to send in a payment before or by the 9th of every month. In addition, there is a 5 day grace period. Our customer made all her payment via check and would mostly always enclose the $10 late fee when the payment was late. The payments due 12/9/13 and 1/9/14 were both received 7 days past the due date of the 7th. Our customer did not include the $10 late fee for either of these months so $20.00 in late fees is owed. We already waived a late fee for our customer in September 2013 so we were not able to waive any further late fees.

Our customer also called in her 30 day notice on 1/23/14. A payment of $29.16 is still owed on the account.

The total due on the account is $49.06.

Unfortunately, since these fees are valid, we are unable to zero out the account as the customer has desired. We hope that this explanation will help our customer better understand what is still owed on the account. We also emailed our customer this information on 2/12/14 when she inquired about her final balance.

Our customer is welcome to contact us should she have any further questions or concerns.

Thank you,

Sincerely,

[redacted].

Customer Care Manager

Consumer

Response:

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

Regards,

Review: I have been renting off this company for years and this is the 3rd fridge that has completely stopped working. Their appliances are extremely poor quality. To top it off, they only have Monday - Friday hours so if you have an emergency where your fridge randomly stops getting cold then you are completely out of luck. This happened to me this weekend and unfortunately I have now lost over $200 of groceries went bad due to this. I am not a rich person - hence the renting and cannot afford to replace all those groceries let alone eat out this entire weekend since I have no food and no way to store food. Poor customer service. Renter BEWARE.Desired Settlement: I would like to be compensated for all the groceries I have lost which could have easily been avoided if they had emergency maintenance hours over the weekend. I would like to speak to the manager or owner of the company about how they can resolve my issue ASAP!! In the meantime I cannot eat at home or cook food!

Business

Response:

We truly apologize for the issues our customer experienced. We received a call on 7/20/15 regarding the refrigerator not working. We exchanged the refrigerator the same day, 7/20/15 and provided a courtesy credit on our customers account. Thank you.

Review: I paid for a 2 man delivery of a fridge. I told them the delivery would be tricky, and it would require two people. The representative over the phone said that it would not be an issue, and that no extra charges would be applied. Upon the date of delivery, only one man was present. My mom had just been released from the hospital, so my main concern was watching over her. However, the company only sent one man, and I was expected to help with the delivery, and neglect the care of my mother. I asked the worker (who seemed equally disillusioned with the company. He voiced many complaints himself) multiple times to have another man sent by the company, however he communicated to me that it wasn't possible, and that they always sent one man out on the job (keep in mind, the average refrigerator is approximately 350 pounds. Much more than the average person can lift by themselves).

Basically, the service I paid for was not delivered. I asked for two men to deliver a fridge, and in return, I was expected to help, through a process that took well over two hours (more than the allotted appointment window)

This is cut and dry, company negligence. I was expected to help the delivery driver because it's not humanly possible for one person, meanwhile the company is threatening me with extra fees for a service I already delivered. Not to mention the office manager I talked to on the phone was incredibly rude to me. All of her subordinates were great. Everyone was plenty polite to me except [redacted], the office manager. All of this could have been resolved by simply offering me a discount on the service that I was advertised, but didn't receive (which I went up the chain to ask for. [redacted] is the office manager).Desired Settlement: All I want is a discount on the service. I paid for a two-man job, and they sent one man, refusing to send another man without additional charges (which contradicts the conversation we had previously on the phone). I was expected to help, or incur additional charges, meanwhile, neglecting the care of my mother who had recently been released from the hospital. I'm not asking for a full refund, I appreciate the service that was rendered. It was just not the service that I paid for, and certainly, seeing as I was expected to help with the delivery, I deserve a discount. They sent one man, for a two man job. All of which was previously agreed upon.

Business

Response:

The person submitting this Revdex.com complaint is not account holder or the person who placed the order for this account. The person submitting this Revdex.com claim indicated to us over the telephone he is the account holder's son. The account holder (the father) placed the order with our company over the phone. The person who submitted this Revdex.com complaint (the son) was present during the delivery.

When the account holder called to place the refrigerator order our customer service representative asked him to describe the stairs our driver would have to deliver the refrigerator through. This is something all of our customer care representatives are trained to do to prevent issues with deliveries. The account holder explained to our customer service representative that there were two sets of stairs and that one of them was tricky but the other set of stairs was not. Our customer service representative asked the account holder for pictures of the stairs but our customer did not want to provide them. Our customer service representative made our customer aware that there would be a re-delivery fee is we could not complete the delivery. The account holder confirmed the stairs were a straight shot up and there would be no problems.

When our driver arrived to the delivery it was determined a second driver would be required to bring the refrigerator up the stairs. There was a dirt path leading to the stairs with river rocks on them so our driver had difficulties rolling the refrigerator through that path and there was not enough room for our driver to turn the dolly from the dirt path onto the stairs.

All of this information was not explained upon application and a second driver was not requested upon application. Had the account holder requested a second delivery man, our representative would have scheduled the appointment accordingly and charged an extra fee for the second driver. The account holder was charged our standard rates which included one delivery man.

We offered to reschedule the delivery for another day and send out two drivers which would come with an extra fee for the second driver. The account holder informed us his son would help the driver bring the refrigerator up the stairs instead. On average our standard deliveries are approximately 20-45 minutes. Overall, we spent approximately 2 1/2 hours at the delivery which is well over our expected time frame for a standard delivery. No extra fee was charged to the customer for the extra time spent at the delivery.

Unfortunately, we are unable to provide any discount as requested in this complaint.

Please contact us should you have any further questions or concerns.

Thank you

American Appliance Rentals Inc.

Consumer

Response:

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

Review: This company may have the worst bookkeeping I've ever experienced with a vendor. I was a customer for about 2.5 years. Last November, they sent a truck to retrieve my rented refrigerator and I had to show them that I was not in arrears - emailing their office while the truck was still here. They truck was told to move on. They never cleared up their books and I told them to come get the refrigerator in February out of frustration. I went with another vendor. I have proof that I paid every month - and on time except for twice when the bank failed to send my monthly bill-pay. I made amends and again I have proof that I made amends. Received a final bill saying I still we them $138 - they billed me for the month I returned the refrigerator! I ignored the statement. Went right into the trash can. They have turned the amount over to a collection agency and tacked on another $50. I'm considering a small claims court case to get compensation for all the time I have spent on this matter. Of course, never got back any deposits, etc. even though the refrig was returned in clean condition - same as when I received it. Very poor billing relations even though the delivery people were always very nice.Desired Settlement: cancel collections and delete account with agency - or....see ya in court!

Business

Response:

The customer started renting with our company as of 11/19/2011. Payments were made on time up until the payment due 11/19/2012. After thsi point, late fees were accessed the account and left unapaid which at some point off set the account. $30 in late fees were accessed and we applied one of the monthly installment to these fees. The account later because 54 days past due, 86 past due and 110 past due. Within this time of delinquincey we also went out a few times to repossess the appliance which comes with a $35 repossession fee attempt wheter we are successful or not. We tried several times to contact our customer by phone, mail and left messages on the reference phone numbers but we received no repsonse. We evenutally sent this account to a collection agency. Should the customer need any further information about the account or payment history, he must contact the collection agency directly.

Consumer

Response:

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

The one late payment which festered into a collection of late payments every month (using the rental submission to do so) was through no fault of my own. My bank failed to issue a check via bill pay and that was remedied a few days later. This is an old ghetto business trick of squeezing out every dollar they believe legal. Most of the info in the response is not correct. There was only one attempt made to repossess the refrigerator and they were turned away once I'd proven I'd paid and was current. Again, the bookkeeping at this business is reprehensible. Again, I have proof that I paid every month on time - except for the one month where the bank did not issue a check. When I told the business this, they said they'd send me their records (which they never did). That's why I had them come and take away the refrigerator and I went with another company. Check my records with them. Their bookkeeping is first rate. Awful, awful people at American Appliance (except the delivery people who were really very nice). And I do not deal with collection agencies.

Regards,

Business

Response:

Unfortunately, since we did not receieve a payment for 8/19/13 until 9/16/13, the account became past due and our collection department called our customer several times to resolve the issue but we did not receive a response. Our records are correct and we sent out montly invoices as well. We don't show any records that our customer requested their payment history. Should our cusotmer have any further questions or concerns. they will need to our collection agency. Thank you.

Review: I use American Appliance Rental's ("AAR") online payment service to pay my monthly rental bill. My payments have been automatically withdrawn on schedule however AAR continues to add accumulating non-payments and late fees to my account. I have contacted AAR on numerous occasions to resolve the issue but have been told they cannot use my existing payment method and have insisted I provide credit card information over the phone.

- Accumulating "non-payments" added account when monthly payments have been remitted on time.

- Accumulating late fees added account when monthly payments have been remitted on time.

- Service provider refuses to use stored payment information and needlessly asks for payment and personal information over the phone.Desired Settlement: I would like all "past-due" and late fees waived as they are erroneous and unsubstantiated. I would like documented proof that all fees have been reconciled to avoid any further dispute or potential credit related issues. In the event that AAR has reported any late payment information to credit agencies: I insist that letters be sent to any and ALL credit agencies, at the sole expense of AAR and within 15 days of determination, retracting prior reports of late payment.

Business

Response:

We contacted our thrid party payment system to get information as to why the payment for April 2014 was not received. Our third party sent us a transaction receipt, confirming that our customer's card had expired. Our customer has explained that their card information had not changed or expired and there must be a mistake. Our customer also expressed that he has had several issues with our online payment site in the past and with the refriegrator. Our cusotmer also expressed he is not satisfied with the condition of the current refrigerator he has.

After reveiwing the account, American Appliance has decided to waive 2 late fees and provided a one month courtesy credit on the account. In addition to this, we have also scheduled an exchange for the refrigerator. American Appliance has not reported to any credit bureaus. We hope our customer is satisfied with our resolution and we apologize for any inconvenience.