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 I did try to speak with the owner as he stated because my payment was not lateHe then informed me that the payment date had changedThe entire call was very hostile on his partI could not even ask any questions or try to speak without him talking over me or not allowing me to speakI brought this to his attention times that he was continuing to talk over me and I finally told him I was not going to speak with him anymore as he was not allowing me to speakYes, the furniture being delivered in its deplorable condition was the beginning, but the fact the furniture is broke still has not been addressed, nor has it ever been rectifiedThe fact I have leases, bot incorrect has not been addressedIn march of I received an email from [redacted] stating that because of the actions of his staff, the best way to communicate with him is via emailThen on the phone the other day when asked why I wasn't receiving any communication regarding my issues he said because I they do not do emailsI explained to him that this means of communication was the way he personally told me to communicate [redacted] continues to think this is about dirty furniture and that has nothing to do with itHe is very demeaning, has basically told me I am just out to get something and raised his voice at me on the phone several times the other day, while I stayed calmI am not paying the full amount for broken furniture, then assume responsibility for it being brokeThat makes no senseThe only time frame my payment was late, was due to a heart surgery when I was off work and in the hospital, prior to that I was never lateReceiving phone calls from them in a day period for nothing is overboardI would request proof that the broken furniture and lease situation was attempted to be resolved prior to our phone call on the 17thThe month free rent I received was due to me paying to have the furniture cleaned in the beginningBeyond that there has been no other "free rent" [redacted] has completely dropped the ball hereI was a customer with them for months before I bought the furnitureThe fact that months later I am still paying for broken furniture and for a table I did not order is the problemNot that the furniture was dirtyThe condescending remarks, calls and emails I have received over the year have completely been uncalled forI would have never filed a complaint if these issues had been addressed, but they were notPer our phone conversation on 2/after being spoken over many times and his voice raised I informed [redacted] that I would go through Revdex.com to resolve this and no longer him as they have been very unprofessional and dishonest up to this point and I wanted to make sure everything was actually taken care of properlyChecking the value of the couch without vibrating and the table that they actually delivered with a broken chair, the cost should have been drastically reduced if they have no attention of replacing or fixingEspecially since I pay extra for the damage insurance even though it was like this when delivered Regards, [redacted]
Revdex.com,
RE: Recent complaint from customer *** ***
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As an owner of this company, I agree that some mistakes were made by my staff handling the rent-to-own relationship with *** *** However, there are obviously two sides to this storyOur relationship with *** *** started off on the wrong foot and has deteriorated from there We have made numerous attempts to rectify the situation from ** ***, including multiple service calls and free rent, but her demands consistently change Our company prides itself is superior service, however mistakes can happen I believe *** *** intended to use the fact we delivered furniture that was not cleaned properly to her advantage right from the start
I agree with *** ***, the best solution to this situation as this point is to agree upon an amount to close out this relationship
The current balances on *** *** accounts are as follows:
- TV - $
- Furniture/Table -
Our contract with *** *** has a "buy out" cause for 40% off of the balance at the time of payoff (60% of the balance is due to EndZone Rentals) I am willing to increase that buyout to 60%, meaning she would only owe us 40% of the balance to close out both contracts So, as of today *** *** payoff's and rights to ownership the merchandise would be:
- TV - $
- Furniture/Table -
** *** is currently late again on her contract but indicated yesterday that she has a payment in the mail Upon receipt that payment, will reduce the current balances above and also factor that payment into the final settlement amount Meaning the payment will come off of the balances not the payoff
I also want to be clear, that upon acceptance of the settlement *** *** will assume full responsibility for any repairs to merchandise she will then own.
Please let me know if this will satisfy this complaints
Regards,
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once I was told that the store did not accept checks I requested twice for the furniture to be picked upThis information is all recorded in emails from and to *** (store manager), *** (account manager), *** (account manager) and *** (sales associate)The furniture was not picked up and the check was cashedThe only means of me keeping the furniture is for a one time cost of $minus the $that was cashed fraudulently for a total of $
Regards,
*** ***
We received the notice that [redacted] rejected our offer. I am disappointed with her decision because I feel it was a very fair solution.
I also want to make it very clear that I was in no way rude or unprofessional to [redacted] on the phone. We made numerous attempts to rectify the situation from [redacted], including multiple service calls and free rent, but we are unable to satisfy her. Our company prides itself is superior service.
We are NOT willing to refund [redacted] for merchandise that she has used for over a year. So, at this point I only see a few options to resolve this situation and close this Revdex.com case:
1) - [redacted] can return all merchandise and our contract will end, no further payment will be required.
2) - [redacted] can catch up her past due account, we will again make plans to fix the items in question, and the contract continues to completion or payoff.
3) - [redacted] can take a onetime buy-out offer of $520+ tax (25% of her current balances) to close both the furniture and TV accounts and she will have ownership of all product. This settlement would need to be paid immediately upon acceptance of the offer. This is our final settlement offer.
4) - If [redacted] refused any of the 3 options above and also refuses to make payments on the account, unfortunately we will be forced to proceed with legal action against [redacted] for the entire balance.
I also want to be clear, that upon acceptance of the settlement Mrs Ashcraft will assume full responsibility for any repairs to merchandise since she will own them.
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.
I did try to speak with the owner as he stated because my payment was not late. He then informed me that the payment date had changed. The entire call was very hostile on his part. I could not even ask any questions or try to speak without him talking over me or not allowing me to speak. I brought this to his attention 3 times that he was continuing to talk over me and I finally told him I was not going to speak with him anymore as he was not allowing me to speak. Yes, the furniture being delivered in its deplorable condition was the beginning, but the fact the furniture is broke still has not been addressed, nor has it ever been rectified. The fact I have 2 leases, bot incorrect has not been addressed. In march of 2013 I received an email from [redacted] stating that because of the actions of his staff, the best way to communicate with him is via email. Then on the phone the other day when asked why I wasn't receiving any communication regarding my issues he said because I they do not do emails. I explained to him that this means of communication was the way he personally told me to communicate. [redacted] continues to think this is about dirty furniture and that has nothing to do with it. He is very demeaning, has basically told me I am just out to get something and raised his voice at me on the phone several times the other day, while I stayed calm. I am not paying the full amount for broken furniture, then assume responsibility for it being broke. That makes no sense. The only time frame my payment was late, was due to a heart surgery when I was off work and in the hospital, prior to that I was never late. Receiving 13 phone calls from them in a 4 day period for nothing is overboard. I would request proof that the broken furniture and 2 lease situation was attempted to be resolved prior to our phone call on the 17th. The 1 month free rent I received was due to me paying to have the furniture cleaned in the beginning. Beyond that there has been no other "free rent". [redacted] has completely dropped the ball here. I was a customer with them for months before I bought the furniture. The fact that 9 months later I am still paying for broken furniture and for a table I did not order is the problem. Not that the furniture was dirty. The condescending remarks, calls and emails I have received over the year have completely been uncalled for. I would have never filed a complaint if these issues had been addressed, but they were not. Per our phone conversation on 2/17 after being spoken over many times and his voice raised I informed [redacted] that I would go through Revdex.com to resolve this and no longer him as they have been very unprofessional and dishonest up to this point and I wanted to make sure everything was actually taken care of properly. Checking the value of the couch without vibrating and the table that they actually delivered with a broken chair, the cost should have been drastically reduced if they have no attention of replacing or fixing. Especially since I pay extra for the damage insurance even though it was like this when delivered.
RE: [redacted] Complaint
EndZone Rentals Agreement# [redacted]
Agreement Open date: 10/12/13
Until recently Mrs [redacted] had been a quality customer that also paid timely on her Rent-to-Own agreement. I would personally like to speak with Mrs [redacted] regarding this situation. I recently attempted to call her at (317)[redacted], but it seems her phone is either not working or blocking phone calls.
In early July EndZone changed system providers and as a result our online bill pay functionality changed from our old system to a new one. Until that point Mrs [redacted] had frequently paid timely online. We would like to have her sign up for online payments on the new system.
On August 18th, Mrs [redacted] did delivered a check through our drop box of the store (check is #101 for the amount of $ 128.00). Typically we prefer not to take checks since so many of them end up being returned NSF. Our notes indicate several attempts were made to contact Mrs [redacted] regarding coming into the store to replace the check with a money order or cash. After unsuccessful attempt for contact the decision was made to make an exception to our procedure and cash the the check dropped off my Mrs [redacted].
During the time between when the check was dropped off and cashed our account manager (collections) [redacted], did make a request to resolve the situation or have the product returned.
I am willing to refund the check to Mrs [redacted] if she prefers to no longer do business with EndZone Rental. The check would be return at the time we pick up our merchandise. We cannot return the check and also allow Mrs [redacted] to keep the merchandise.
My preference would be to personally speak with Mrs. [redacted], understand what happen, and see if we can resolve the situation with her and allow her to keep her merchandise.
I can be reached at 317.503.[redacted]
Owner, Endzone Rentals
I spoke to [redacted], she claims the EndZone merchandise was stolen along with other items from her apartment. She is in the process of filing a police report. She to deliver the police report to EndZone General Manager on 1/15/2015.
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 I did try to speak with the owner as he stated because my payment was not lateHe then informed me that the payment date had changedThe entire call was very hostile on his partI could not even ask any questions or try to speak without him talking over me or not allowing me to speakI brought this to his attention times that he was continuing to talk over me and I finally told him I was not going to speak with him anymore as he was not allowing me to speakYes, the furniture being delivered in its deplorable condition was the beginning, but the fact the furniture is broke still has not been addressed, nor has it ever been rectifiedThe fact I have leases, bot incorrect has not been addressedIn march of I received an email from [redacted] stating that because of the actions of his staff, the best way to communicate with him is via emailThen on the phone the other day when asked why I wasn't receiving any communication regarding my issues he said because I they do not do emailsI explained to him that this means of communication was the way he personally told me to communicate [redacted] continues to think this is about dirty furniture and that has nothing to do with itHe is very demeaning, has basically told me I am just out to get something and raised his voice at me on the phone several times the other day, while I stayed calmI am not paying the full amount for broken furniture, then assume responsibility for it being brokeThat makes no senseThe only time frame my payment was late, was due to a heart surgery when I was off work and in the hospital, prior to that I was never lateReceiving phone calls from them in a day period for nothing is overboardI would request proof that the broken furniture and lease situation was attempted to be resolved prior to our phone call on the 17thThe month free rent I received was due to me paying to have the furniture cleaned in the beginningBeyond that there has been no other "free rent" [redacted] has completely dropped the ball hereI was a customer with them for months before I bought the furnitureThe fact that months later I am still paying for broken furniture and for a table I did not order is the problemNot that the furniture was dirtyThe condescending remarks, calls and emails I have received over the year have completely been uncalled forI would have never filed a complaint if these issues had been addressed, but they were notPer our phone conversation on 2/after being spoken over many times and his voice raised I informed [redacted] that I would go through Revdex.com to resolve this and no longer him as they have been very unprofessional and dishonest up to this point and I wanted to make sure everything was actually taken care of properlyChecking the value of the couch without vibrating and the table that they actually delivered with a broken chair, the cost should have been drastically reduced if they have no attention of replacing or fixingEspecially since I pay extra for the damage insurance even though it was like this when delivered Regards, [redacted]
Revdex.com,
RE: Recent complaint from customer *** ***
/>
As an owner of this company, I agree that some mistakes were made by my staff handling the rent-to-own relationship with *** *** However, there are obviously two sides to this storyOur relationship with *** *** started off on the wrong foot and has deteriorated from there We have made numerous attempts to rectify the situation from ** ***, including multiple service calls and free rent, but her demands consistently change Our company prides itself is superior service, however mistakes can happen I believe *** *** intended to use the fact we delivered furniture that was not cleaned properly to her advantage right from the start
I agree with *** ***, the best solution to this situation as this point is to agree upon an amount to close out this relationship
The current balances on *** *** accounts are as follows:
- TV - $
- Furniture/Table -
Our contract with *** *** has a "buy out" cause for 40% off of the balance at the time of payoff (60% of the balance is due to EndZone Rentals) I am willing to increase that buyout to 60%, meaning she would only owe us 40% of the balance to close out both contracts So, as of today *** *** payoff's and rights to ownership the merchandise would be:
- TV - $
- Furniture/Table -
** *** is currently late again on her contract but indicated yesterday that she has a payment in the mail Upon receipt that payment, will reduce the current balances above and also factor that payment into the final settlement amount Meaning the payment will come off of the balances not the payoff
I also want to be clear, that upon acceptance of the settlement *** *** will assume full responsibility for any repairs to merchandise she will then own.
Please let me know if this will satisfy this complaints
Regards,
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once I was told that the store did not accept checks I requested twice for the furniture to be picked upThis information is all recorded in emails from and to *** (store manager), *** (account manager), *** (account manager) and *** (sales associate)The furniture was not picked up and the check was cashedThe only means of me keeping the furniture is for a one time cost of $minus the $that was cashed fraudulently for a total of $
Regards,
*** ***
Revdex.com,
RE: Complaint from customer [redacted].
We received the notice that [redacted] rejected our offer. I am disappointed with her decision because I feel it was a very fair solution.
I also want to make it very clear that I was in no way rude or unprofessional to [redacted] on the phone. We made numerous attempts to rectify the situation from [redacted], including multiple service calls and free rent, but we are unable to satisfy her. Our company prides itself is superior service.
We are NOT willing to refund [redacted] for merchandise that she has used for over a year. So, at this point I only see a few options to resolve this situation and close this Revdex.com case:
1) - [redacted] can return all merchandise and our contract will end, no further payment will be required.
2) - [redacted] can catch up her past due account, we will again make plans to fix the items in question, and the contract continues to completion or payoff.
3) - [redacted] can take a onetime buy-out offer of $520+ tax (25% of her current balances) to close both the furniture and TV accounts and she will have ownership of all product. This settlement would need to be paid immediately upon acceptance of the offer. This is our final settlement offer.
4) - If [redacted] refused any of the 3 options above and also refuses to make payments on the account, unfortunately we will be forced to proceed with legal action against [redacted] for the entire balance.
I also want to be clear, that upon acceptance of the settlement Mrs Ashcraft will assume full responsibility for any repairs to merchandise since she will own them.
Please let me which option she chooses.
Regards,
[redacted]
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.
I did try to speak with the owner as he stated because my payment was not late. He then informed me that the payment date had changed. The entire call was very hostile on his part. I could not even ask any questions or try to speak without him talking over me or not allowing me to speak. I brought this to his attention 3 times that he was continuing to talk over me and I finally told him I was not going to speak with him anymore as he was not allowing me to speak. Yes, the furniture being delivered in its deplorable condition was the beginning, but the fact the furniture is broke still has not been addressed, nor has it ever been rectified. The fact I have 2 leases, bot incorrect has not been addressed. In march of 2013 I received an email from [redacted] stating that because of the actions of his staff, the best way to communicate with him is via email. Then on the phone the other day when asked why I wasn't receiving any communication regarding my issues he said because I they do not do emails. I explained to him that this means of communication was the way he personally told me to communicate. [redacted] continues to think this is about dirty furniture and that has nothing to do with it. He is very demeaning, has basically told me I am just out to get something and raised his voice at me on the phone several times the other day, while I stayed calm. I am not paying the full amount for broken furniture, then assume responsibility for it being broke. That makes no sense. The only time frame my payment was late, was due to a heart surgery when I was off work and in the hospital, prior to that I was never late. Receiving 13 phone calls from them in a 4 day period for nothing is overboard. I would request proof that the broken furniture and 2 lease situation was attempted to be resolved prior to our phone call on the 17th. The 1 month free rent I received was due to me paying to have the furniture cleaned in the beginning. Beyond that there has been no other "free rent". [redacted] has completely dropped the ball here. I was a customer with them for months before I bought the furniture. The fact that 9 months later I am still paying for broken furniture and for a table I did not order is the problem. Not that the furniture was dirty. The condescending remarks, calls and emails I have received over the year have completely been uncalled for. I would have never filed a complaint if these issues had been addressed, but they were not. Per our phone conversation on 2/17 after being spoken over many times and his voice raised I informed [redacted] that I would go through Revdex.com to resolve this and no longer him as they have been very unprofessional and dishonest up to this point and I wanted to make sure everything was actually taken care of properly. Checking the value of the couch without vibrating and the table that they actually delivered with a broken chair, the cost should have been drastically reduced if they have no attention of replacing or fixing. Especially since I pay extra for the damage insurance even though it was like this when delivered.
Regards,
[redacted]
RE: [redacted] Complaint
EndZone Rentals Agreement# [redacted]
Agreement Open date: 10/12/13
Until recently Mrs [redacted] had been a quality customer that also paid timely on her Rent-to-Own agreement. I would personally like to speak with Mrs [redacted] regarding this situation. I recently attempted to call her at (317)[redacted], but it seems her phone is either not working or blocking phone calls.
In early July EndZone changed system providers and as a result our online bill pay functionality changed from our old system to a new one. Until that point Mrs [redacted] had frequently paid timely online. We would like to have her sign up for online payments on the new system.
On August 18th, Mrs [redacted] did delivered a check through our drop box of the store (check is #101 for the amount of $ 128.00). Typically we prefer not to take checks since so many of them end up being returned NSF. Our notes indicate several attempts were made to contact Mrs [redacted] regarding coming into the store to replace the check with a money order or cash. After unsuccessful attempt for contact the decision was made to make an exception to our procedure and cash the the check dropped off my Mrs [redacted].
During the time between when the check was dropped off and cashed our account manager (collections) [redacted], did make a request to resolve the situation or have the product returned.
I am willing to refund the check to Mrs [redacted] if she prefers to no longer do business with EndZone Rental. The check would be return at the time we pick up our merchandise. We cannot return the check and also allow Mrs [redacted] to keep the merchandise.
My preference would be to personally speak with Mrs. [redacted], understand what happen, and see if we can resolve the situation with her and allow her to keep her merchandise.
I can be reached at 317.503.[redacted]
Owner, Endzone Rentals
I spoke to [redacted], she claims the EndZone merchandise was stolen along with other items from her apartment. She is in the process of filing a police report. She to deliver the police report to EndZone General Manager on 1/15/2015.