Rent One

See attached

Initial Business Response / [redacted] (1000, 10, 2015/12/09) */ She has been very late on her payment, replacement tables is what we do all the timeWhen she sent this in she was behind on her paymentsThis isn't even her account the account actually belongs to [redacted] She is listed as a renter, but the actual renter is [redacted] Your acct has to be current for us to switch something out and she can't keep her acct current long enough to do so

We want all our customers to have a great experience when doing business with Rent One and our employees, we looked into the incident described and did assign additional online training and role playing to review our policy on customer experienceThe Regional Manager, Store Manager and all associates participatedThank you for bringing this to our attention

The living room set was posted on [redacted] marketplace as a item, the store received a call from Ms [redacted] regarding the set and the employee explained to her that she was unable to hold it for anyone or any amount of timeSometime after Ms***' call another customer called inquired about the set and proceeded to come to the store and purchase the items for the amount agreedIt was explained clearly to Ms [redacted] that the item would not be put on hold at any time

To whom this may concern:I am writing to you about a complaint that I had made earlier with Rent One in Union, MOMy complaint ID is [redacted] .I just wanted to let you know that the company and I have got the problem resolved now and I wish to withdraw my complaint against them.Sincerely, [redacted] * [redacted]

Initial Business Response / [redacted] (1000, 7, 2016/02/09) */ The TV has been replacedWe placed a call to [redacted] to confirm her satisfaction yesterdayShe did not answer so we left a message for her to call back

Initial Business Response / [redacted] (1000, 10, 2015/09/01) */ We have already addressed with this consumerThe money was taken off on the front end of the contract and she was given a very large discountAfter we heard from Revdex.com, we wanted to be done with it even though she owed us over $We do not want to have this consumer complaining so even though we have given her a discount we went ahead and wrote the rest of it off and wrote her contract offWe are not giving this consumer any more moneyWe have tried to explain this to her and go through the contract with her and every time we do she hangs up on usWe have gone above and beyond to satisfy her

I purchased some frniture from Rent One, after a week of having the furniture I disovered there were bedbugsI spoke to re manger they tried to say we already had bedbugsThey sold furniture tht they claim the treated through a heat room and cleanedNeither of this happen because pestcntrolled came and stated the bedbg activity was very activeA business should n' be selling furniture wih bedbugs

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I work jobs morning and eveningI can not have my phone on while workingWhy do I pay for the insurance coverage monthly if it doesn't get fixed? Two months later and still broken furnitureThe repair man called me two weeks ago and was supposed to show up the next dayHe ended up calling me at 12:that day and cancelled after I waited on him all morningHe contacted me today and said he was going to be in the area and asked if he could come by? I told him NO that I was at work, and needed a scheduled date as too when he would actually show up! I have messages saved from an employee of rent one stating where they didn't blame me for not wanting to pay for furniture that is broke and hasn't been fixedMy account was also supposed to be paying bi weekly instead of weekly and that change has never been made so therefor I have been having to pay a five dollar late feeWe stopped paying in store and started paying online due too poor customer service Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I shouldn't have to pay for the loaner washer because they were aware of the washer having multiple issues since the day of purchaseThey had the washer longer than I have for repairs that never seemed to solve the problemIf the washer and dryer wasn't paid for they would have swapped for free but since it's paid for I'm getting charged to use the loaner washerThey have had to rebalance the washer multiple times and they saw that the washer ruined my floor and the wall has a hole in it which I have to pay for if I moveI'm a loyal customer because I have bought so much stuff from them and they have lost me as a customer Sincerely, [redacted] ***

I have discussed the incident that Mr [redacted] described and found that the employees action was in compliance with our policy and proceduresThe store has been attempting to contact Mr [redacted] in regards to his account that defaulted days agoWe now have discovered that the same day Mr [redacted] agreed to rent to own the items in question, he pawned them for cash, violating the terms of the rental agreementWe have attempted to resolve this matter with Mr [redacted] with no successAccording to our rental agreement he is default of the terms and we have the right to the immediate return of our property [redacted] Vice PresidentRent One [redacted] @shoprentone.com

The set was offered as is, first come first serve no holdsThe Ms*** offered to provide debit card but we did not accept due to no hold, first come first serveThis was a $cash and carry set, we chose to mark down due the condition of itWe were under no obligation to offer it on hold for Ms***

The purchase was made on 11/30/and we noticed we were getting bit soon after but the actual inspection was not done until the 2nd week in December

Mrand Mrs***' account was charged off for lack of payment and failure to pay renewal payments on 3/3/after numerous attempts to contact the *** with no responseThe account was over days past due at the timeOnce the account was closed, the unit was no longer under warranty
with Rent One as they no longer has an active agreementOn 5/19/17, Mrs*** contacted the store via phone to let them know that she was interested in getting all her accounts in good standingThe store explained that we could set it up so that she could pay off the remaining balances of the account(s) but that the accounts would remain inactiveShe agreed and made a payment on the inactive washer and dryer agreement and requested the other agreement be returnedOnce payment was made, she explained to the store personnel that the dryer was not operating properly requested it be fixedAfter consulting with the Regional Manager, the Store Manager notified Mrs*** that because the accounts were not active and still in a charge off status, it would not be covered under the terms of an active rental agreementAfter discussing the situation further with the Regional Manager, The Store Manager did explain to Mrs*** that Rent One would honor any remaining warranty after the remaining balance was paidWe will continue to honor that commitment to Mrs***In response to the release of private information, after speaking with *** *** the Store Manager that spoke with the individual described in Mrs*** complaintThe call came a person that identified herself and the mother of Mrs*** with Mrand Mrs*** clearly in the background of the callThe only information given was the commitment to honor any warranty if the account was paid in fullWe will honor our original commitment to have the unit service once the balance has been paid in full by Mrs***. Respectfully, *** ***VP Sales***@shoprentone,

Upon review of the complaint and discussion with the store manager, the computer cord was ordered and arrived today 4/3/The Store Manager was to contact Ms*** and deliver to cored as soon as possibleThe washer has been serviced on tow separate occasions the last service date was
2/13/18, the service complaint was that half of the control board did not work, the service department re-calibrated the computer and it all tested the unit and it tested ok, no issues foundWe stand behind our products and services, however if we are unable to duplicate or find an issue we are unable to service the unitWe would be happy to speak with Ms*** and assist in resolving any issues she may haveThank you

Complaint: ***
I am rejecting this response because:l they were told many times during over the time the washer did not work on heavy loadWas taken two times to be fixedCame back two times just as it was takenWasher still will not work on heavy loadI also have not heard anything on them having the PC cord
Sincerely,
*** ***

I have reviewed the contact history for Ms***, our records do indicate MsGun received friendly reminder the day her account came dueThe friendly reminder was sent as an opted in text messageThere were attempts to contact per day until the account was made current with a paymentI do
not see excessive attempts to contact Ms***, however I did request that the store employees are reassigned our customer retention specialist training that outlines the companies policies on matters related to account managementThank you *** ***VP Sales and Marketing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
There was no credit card offered it was a debit card we in no way would use a credit card and I do not have one. A debit card is the same as cashWe were pushed to the side for someone they knew or someone that offered more money than the asking priceSo it would have been paid ( debit card ) same as cash and we were on the way to pick it up there would have been no holding it
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/14) */
Contact Name and Title: *** *** VP
Contact Phone: ***
Contact Email: ***@shoprentone.com