Rentsmart

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.
In every statement given by this company is false. I will address as that following:
1.      This sectional was purchased by the customer on January 11, 2013.  We have a signed invoice reflecting this fact that can be provided upon request.  This disputes the time frame provided by the customer. The amount paid was $321.84 plus tax, totaling $350 even.
2.      All property picked up from anyone’s home is inspected and cleaned for roaches, bed bugs, and other pests. Furniture is not delivered directly from one person’s home to another.  This sectional was brought back to the store where it was re-inspected and cleaned.  The customer’s husband saw it in our back room and purchased it then.  He wanted it that day, so we loaded it back up and delivered it later that night.
There is no written documentation of this on the invoice. To just go on a company's Word that they sprayed and inspected  is ridiculous. Please provide documentation on this as well.
3.      An internet search will return multiple reputable sources showing that bed bug eggs only survive 8 -21 days. If there was an active infestation, the customer would have known very quickly when they began to bite.  If there was no active infestation but eggs were present, again, they would have known within a month when they began being bitten. They are officially asserting in their complaint that the infestation began 4 months later in their timeline (saying they purchased it in May), which is actually 9 months later in the actual timeline as established by the sales invoice.
I have never had to deal with bed bugs nor even heard of them. When the rash was not going away and sought medical treatment, that is when I found out about the bed bugs and began to seek professional help to get rid of them.  Bed bugs need a living host to survive and because this sectional was not used on a daily basis only on weekends (for it was located in a game room) it would be much longer to detect the bed bugs. Infestation can be unseen for months at a time if you are not aware of what you are looking for. 
4.      The customer called on Monday and I was at lunch.  She didn’t leave any contact information and hung up when [redacted] said I wasn’t there.  She called back Tuesday during the snow storm and spoke to [redacted] because I was not there.  At this point, she gave an overview of the situation to [redacted].  Because of the snow, RentSmart was closed for the majority of Tuesday, January 28, all day Wednesday, January 29, and most of Thursday, January 30.  I attempted to call her upon our return Thursday and got no answer.  According to her file date, she filed this complaint on that Tuesday, January 28, at 8:33 AM (before we opened for the day), hardly allowing time for a reply at all, especially since at the time of her filing she had not made her complaint known yet.
 (not my mother's) a couple of weeks ago. I told him I would call him right back, with the date of when we burned it.  I did not hang up..I repeat,"Did not hang up" on [redacted]. I called [redacted] back and told him when we burn the couch, he then began to tell me what he already told my sister (which makes him aware of him knowing about the bed bug situation prior to me calling) that they spray every piece of furniture for all kinds of bugs, I interrupted and was going to ask him where was it on the invoice, he then interrupted me and stated really arrogantly, "Can I finish?", I did not speak and he finished his speech on the policy. He stated that the owner was at lunch and he would pass the message onto him, he stated that he should be back in about 30-35 minutes. I called back 2 more times the same day and spoke to [redacted] trying to reach the manager with my husband on the phone. The 3rd time I called back with my husband, [redacted]'s attitude had changed once he knew my husband was on the line and HE stated that the owner had went to the bank, he should be back soon. He also proceeded to state he had spoken with my sister and that I told her he was rude, which he was, and that he was not trying to be rude but just state the store's policy and for us to call back in about 30 minutes again...The 4th time I called back with my husband on the phone, [redacted] stated he has written down all the info and my reason for calling and had made the owner aware of what my situation and he took down my number and said he would make sure that he called back. We never received a call from you nor a voicemail. I have pulled my cellphone records which is the phone number that I gave [redacted] to call and not once have I received a call from you nor any message left..[redacted]please provide your documentation of your call (i.e. phone records,etc..)...The complaint was filed the next day because I kept getting the run around with [redacted] and was told I would hear back from the owner that day...NEVER DID
5.      When she called the store on Tuesday, [redacted] told her he had seen this sectional in her mother’s house in July 2013 and the mother said she got it from her daughter. When told this, the customer immediately refused to discuss it and hung up.
6.      Per her complaint, she was told she had a bed bug infestation by an exterminator and that it originated with the sectional.  If this is so, why did she remove the sectional to her sister’s house in October while her home was treated, which makes zero sense if the exterminator said the sectional was the source. Even if the exterminator had not said it was the sectional, why would you remove furniture from an infested site to another location?
7.      We question the exterminator’s analysis of origin. How exactly would an exterminator trace back an infestation to the origin item if the entire environment is infested and they were given incorrect data of when the sectional entered the home? The exterminator would not know what else has been introduced to her home by them or people visiting their home in the last year.
You can question the analysis all you want. The bottom line is the exterminator can pinpoint that actually origin, the main Nest Egg if you want to call it. The data was not incorrect and according to reputable source, you can tell how long the infestation has been based on the Nymph's and stages of each bed bug represent and the most Adult bed bugs were accumulated in the Sectional. If you did your research you would know this and would not even question the anaylsis of origin. But if you wish I will make sure that the extermination company sends out this report to me of my home infestation with each room and furniture and then I would want to be compensated for the entire extermination cost, because this is costing me time and more money.
8.      It is somewhat concerning that the sectional was destroyed before we were ever notified.  Why weren’t we notified when the infestation supposedly happened in September, or even in October when the exterminator supposedly identified the sectional? Why wait 3 more months to even call us? 
9.      The sectional was previously in the home of one of our current customers.  We contacted them and they confirmed that they did not have bed bugs in January or May 2013.
 Please provide proof of this.
10.   Just to reiterate: RentSmart inspects all merchandise at the customer’s home that we pick up for all pests, including bed bugs.  We do this to protect our other customers, as well as the integrity of our merchandise in the store.  If there are bugs present, they will attempt to escape the spray. The same methods an exterminator would use to look for any type of infestation are the same methods we use. If we see an active infestation or even have the suspicion that there is an infestation, we throw it away. We never bring the merchandise into the store. We understand that bed bugs are a serious issue and we do not take chances with them. 
You may need to check your workers on this matter. When my husband and myself went into rentsmart in May of 2013 to purchase this sectional we were told when we bought it that we were only responsible for cleaning the furniture. We were never informed on this policy of yours. 
For these reasons we do not believe that we were the source of the infestation. Bed bugs could have been introduced at any time from any source during the nine months before the start of the infestation (and one year before us being notified).  We have never had a single instance of spreading bed bugs or having them present in the store at any time. ...this is hearsay, need documentation.
If this matter can not be resolved then I will take it to small claims court with my exterminating representative and my documentation and I will as stated before be seeking for the exterminating cost. I gave the choice of reimbursing just for the sectional but since you have told lies I will be seeking for the cost of the sectional and exterminating cost along with court fees,etc...
Regards,
[redacted]