Carter's Paint & Body Shop

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
We at Tel-A-Rent take customer satisfaction seriouslyWe have to star reviews and will continue to maintain our standards
Originally the television was rented and delivered from our Ozark locationMs *** CALLED in a rentalShe agreed to lease an unseen itemWe urge customers to come in and physically choose items, as we cannot ever know what would be acceptable to themEither way, she agreed to lease a small television in pre-rented or used conditionOn this particular day, I understand we were very busy at that location and somehow when it went out for delivery the driver forgot the remoteFort this we have no excuseI can understand the frustration that the customer must have felt, however I also understand humanity, and the lack of perfection, therefore things like this can happen from time to timeThis is the point I become involvedMs *** called our corporate office in which she proceeded to explain to me about the driver forgetting the remote and the lack of a television "manual"As we all know, in this age, (not like in the time of the past) televisions when purchased new, now normally come with VERY LIMITED operators manuals,if at allManufacturers mostly now have the most up to date and complete documentation "on-line" available for download in pdf format to just about any product they manufacture on their websitesWe cannot guarantee any "manuals" or documentation on any pre-rented item, due to the fact that if there was one, the chances of it returning to the store after a rental can be slim to noneNonetheless, after speaking to ms ***, I understood the frustrationI notified her that for the inconvenience I would give her an entire month for FREE, redeliver a NEW *** television (Please note: I never stated the television would be in a "box" nor did I state it would be an *** as we do not carry *** I stated the television would be *** in which she proceeded to inform me that she had heard about the brand and was happy with the decision.I also informed her that since it was NEW, there would be a small booklet with it, or what we would refer to as a beginners user guideNothing else comes with the television in the boxTo address the issue that it was NOT in a box is simpleI reiterate that she was never told that the new television would be in a box when she received itI indeed, out of kindness, took the liberty to take it OUT of a new box and assemble it, meaning attaching the base to the television so that she would not have to find tools to do it herselfAll new flat panel televisions require some assembly on the baseI then gave the assembled television, the remote, and the limited manual (all that came with it) and sent it out for delivery immediately the next dayAdditionally NEW televisions are more expensive to rent than pre-rented televisions, however due to the inconvenience I felt it was right to leave the rates the same, therefore she would have been paying a "used" rate for a NEW televisionThe statement that there were "water marks" inside the screen are simply untrueThe television was newSometimes in shipping, the shipping bag over the television causes the screen to have "smear" marksAnytime I have unpacked a new television for display, I almost always have to spray the screen with Windex or similar clear just gently to remove any smears on the screenThis not only happens with televisions but computer screens, laptop screens, car windows and home windows alikeIt may have appeared to be inside the screen, but simply was notA simple wipe down with a terry cloth revealed differentlyWe all have to clean these panels from time to timeIt became apparent that there was nothing we could do to rectify this situation as Ms *** was not going to be happy, therefore we simply agreed to part ways, release her month contractual agreement and go about our own waysPlease note once again that we strive to provide our customers with the best possible service as we have for over years, and when they feel that we fail to meet their expectations, it's important for us to knowIn all our years of business if there has ever been a problem we have always rectified any problem immediately we never like to loose a customers business, or even more importantly trustWe sincerely hope that Ms *** can understand that there was nothing wrong, and this simply started from a matter of miscommunicationWe hope that she continues to look to us for any future needs as we really are the smartest, cheapest and most reasonable option in the industryHe account will be closed at a ZERO balance and a note will be entered to issue her a first month free credit for any future needsWe would however like to ask her to consider coming into the store next time to visually pick her items, rather than agree to a contract without a visualNo one would buy furniture or vehicles that way, therefore it seems that actually seeing the items you are renting, discussing terms of the agreement, and solidify your expectations as a customer in person is always the best option