American Rental Reviews (%countItem)
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American Rental Rating
Address: 1436 S Liberty Dr, Bloomington, Indiana, United States, 47403-5118
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My daughter and her fiancee have a few things they're renting from the Lebanon American Rental location and they live with my wife and I. They stopped by our house to collect or repo the contents today. My wife is one of they're contacts. When they stopped by my son answered the door and he told them that they weren't here in which they wasn't. I walked to the door because they didn't believe my son. I asked them what was going on and they told me that they were there to repo my daughters things that they were behind on and I also told them that they wasn't here. They then just stood there staring at me like they were trying to intimidate me and then I told them to walk away. Then the manager called our cell phone and my son answered. He asked to speak with my wife, my son said she wasn't here, so then they called our house phone and I answered. They asked to speak with my wife and again I told him she wasn't here. He then started talking about my daughter and her fiancee's things and they needed to pick them up. I told them that they wasnt here and I wasn't going to touch their things while they're not here and I told him not to call back. A little later when my wife went to work people were telling my wife that the American rental truck was sitting in the parking lot of her work. She asked if anyone got out of the truck and they said no. Then they started calling her work phone. Not just once but several times. An hour or two later they showed back up at the house. By then I had enough. I told the people again that they weren't here. (Which they weren't) and they needed to leave. They wanted me to go in and get the things and I told them that I wasnt going to touch their things. I told them that her fiancee messaged the manager ( they know each other) and said that he would get their account up to date on Saturday. I then said isn't this harassment or a breach of privacy? He told me he had every legal right to do what he was doing and if he wanted to he would camp out all night in our driveway because he was on the clock. I then told him he can just take our stuff too! (My wife has an account with them) and he said no problem. I had to walk away due to me getting heated so I went for a drive. They were still there 10 minutes later when I returned. He the said to me "I thought I was taking your stuff"? I eventually called the police and American Rental left the property. But they did stop by my wifes work one last time, went inside looked at her, didn't say a word and left. (She works at a gas station) . I understand that they were here to get the things due to being delinquent but my wife is merely a contact. She isn't accountable for anything on that contract. I feel my wife and I were harassed and violated. My wife suffered embarrassment and humiliation. This was extremely excessive and uncalled for. We will no longer do business with this store again. The feeling of being bullied from this store will stick with my wife and I for a long time.
Response to *** BBC customer complaint.
After reading the overall complaint filed with the BBC, I must admit I was disappointed with my employees’ overall handling of the situation. We train our Customer Service Technicians (CSTs) to leave the premises when dealing with an individual who is combative. My people should have left a message for Mr.’s daughter, and that should have been the end of the situation.
After interviewing all of the employees involved in the situation, I was informed that the only reason we were at Mr.’s property was due to the fact that our customer *** lives at the address, and was no longer responding to any of our phone calls or text messages. Our only purpose of the visit was to have conversation with Miss *** about resolving her account that was severely in arrears. Mr. was very upset from the get go, and informed my employees that Miss *** would not be home until later that day, at which point our CSTs left Mr.’s property.
After leaving, our employees drove to a local gas station and restaurant to make a phone call to the store. Apparently ***, who is also a customer on the contract agreement with her daughter, is employed at the service station and perceived that we were somehow there to intimidate her. My employees had no idea Mrs. worked at the station nor did they try to approach her. This is a very small community and the only reason for stopping at the station was to make a phone call and grab a sandwich. It was a total coincidence that Mrs. was working there.
When my employees returned to the residence later to speak with ***, they unfortunately encountered Mr. again. He was very upset even though he is the one that instructed us to return later. At that point, Mr. instructed our CSTs to pick up everything his daughter and wife were renting from American Rental even thought he is not listed on any rental agreements with us. My CSTs reached out to Ken W, our store manager, to advise him of Mr.’s request. Ken attempted to call Mrs. to ask what we were to do at that point since the only individuals we held contracts with were herself and her daughter. Mrs. did not answer Ken’s phone calls. In the meantime, Mr. had left the property. Our CSTs were in the process of closing up our truck to leave when Mr. returned. They asked Mr. what he wanted to do at this time. His response included profanity. It is my understanding that local law enforcement was called to the property and asked our employees to leave once the officer was informed that the ***’s would be making payment on Saturday, April 7.
When I received the complaint that was filed with the Revdex.com, I spoke directly with all involved and reiterated our company policy of not discussing an individual’s accounts with individuals not listed on existing contracts. I also spoke to the individuals involved about how they should have handled the situation.
Unfortunately, neither *** or *** have followed through with their commitment that was given to the police officer nor have we been able to make any contact with either of the contract holders. All we really want is resolve the issue of payments not being made. If either *** or *** had been open to speaking to us, we would not have had to make a trip out to the address listed on the contracts at all. We have never had to make an in-person visit to the listed address before, and Ken W has always felt that he had a good relationship with the ***’s in the past. We do not want to lose these individuals as customers, but we are currently at an impasse as to what to do to resolve the issue. If neither *** or *** reach out to us, we will have no other option but to return to the property to make contact with one of them.
Please feel free to contact me at 812-345-1923, if you have any further questions about the incident. My name is Mike G, and I am the district manager for the Lebanon location of American Rental.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards
We went to rent a bed for my son, we received the bed and my son did not like the bed we scheduled a day and time for it to be picked up, several different times due to them never showing up, we were told we were not allowed to return it with our own vehicle which I now know I should have done anyways! It has now been 4 months no phone calls to myself or my husband or any of our references. Today I get my phone blown up not with phone calls but text messages threatening us with legal action of theft. About a hour of texts back in forth me stating several times to come get the bed like we have scheduled them to do several times over the past few months with them never showing up! There response was the same everytime I said to pick it up, that I was refusing (not sure how telling them to come get it is refusing). When I mentioned to them about not even calling 1 time to myself my husband or our references they said my phone was not in service my phone has been in service for 5 years through our current carrier! When I asked for documents of said phone calls and proof of us refusing pick up they again would threaten legal action. After telling them several more time to come get this bed. They finally show up at our home 10 mins later pounding not knocking, pounding on our front glass door! This all could have been avoided it they would have come to get this bed from the beginning like we had scheduled several times! Now saying we owe them a past balance. We do not owe them a past balance it is no fault of ours that they never showed up to pick up the bed after scheduling and rescheduling several times due to their negligence.
We my wife and I have been longtime customers of American Rental till now we purchased what we thought was a new PS4 and was paying the new price only to be delivered a used item. Was told we would get a new one had for four months an never received. We were sold used equipment at new prices.
I have reviewed this situation and I am willing to give Mr. a refund for the amount that he has paid in to the agreement. Please don't hesitate to contact me at 812-360-4433 to start this process.
Bill H
District Manager.