Strategic Group Inc

UHR was scheduled to deliver our customer’s, [redacted], exchange lease stove, and to pick up the stove that is still in her possession, on 4/15/17. When our drivers arrived at the customer’s home they accidently pulled the company vehicle into the neighbors driveway and were repeatedly cursed...

at and threatened by our customer and her family members to the point where they became uncomfortable. They were directed by their superior to leave the premises at once and that the exchange swap out would not take place that day.
[redacted], her granddaughter and a gentleman came to the store and confronted the store manager and another employee in a manner in which the decision was made to call the police for the safety of our staff. The customer and her family were asked to leave the store.
[redacted] granddaughter, who is not a UHR customer, contacted the corporate office on 4/17/17. Due to company policy we were unable to discuss details of our customer’s account with her. Once [redacted] contacted the corporate office it was explained that the only reason the exchange delivery and pick-up did not take place on 4/15/17 as planned was because it was determined that our employees were in a potentially unsafe situation and it was in their best interest to leave.
The corporate office never once said that the customer would not still get their exchange item. An agreement was made between [redacted] and a member of the corporate office that our store would make another attempt to deliver her exchange stove this Saturday, 4/22/17, as this was the customer’s preference, under one condition: only the customer is to be present for the delivery, and not the family members that were with her during the previous attempt. [redacted] agreed to this before ending the conversation. As far as UHR is concerned we planned to make this delivery and swap-out Saturday.
[redacted] submittal to the Revdex.com is the first time UHR is learning about a discrepancy in the color of the stove. [redacted] leased stove is white and that is the color stove that was ordered for her exchange. We are able to get a stove in the color black for the customer if that is the preference, however, it will need to be ordered and could take approximately two weeks or longer to arrive. We request that the customer let us know which direction she would like to proceed going forward.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Charles [redacted] Hello Revdex.com Uhr failed to tell you that I tried to pay out over a month ago what they failed to tell you is that I've been patiently waiting for the them order my tv telling me it's on back order does not say date or time I will receive tv that can take for ever they have not contacted me ever I have had to contact them both corporate too and have never receive a response I would physically have to go into store because calling on phone does not work I've waited over 78weeks and have paid over $3000.00 with UHR so now contract is fulfilled and I still don't have my tv they have had more than enough time to follow what contract states they are not abiding by contract as far as I'm concerned at this time they have broken the contract by not doing what it says. At this point I'm ready to seek legal counsel this is unacceptable.

August 16, 2017Dear [redacted],Please see attached copy of an email response written by [redacted], our store manager in [redacted] regarding Concerns you received by our customer, [redacted], ID [redacted] on 8/1/2017.Please feel free to contact us with any further questions regarding this...

matter.Thank you,Ernie L[redacted] President UHR Rents Debbie L[redacted]From: [redacted] [d[redacted]@uhrrents.com) Sent: Monday, August 14, 2017 3:23 PMTo: 'Ernie L[redacted]'CC: 'Joel E[redacted] 'Debbie L[redacted]' Subject: RE: Revdex.com COMPLAINTMr. [redacted] did come in to rent a washer, we rented him a preleased [redacted] model, but the reason it wasn't delivered at first was because Mr. [redacted] didn't want to pay taxes and waiver in addition to the monthly price so he said he wanted to go home and speak to his wife about it. A day or so later he called back and said that he did indeed want the washer So we scheduled his delivery. Joe did deliver it by himself but Mr. [redacted] refused to allow Joe to hook the washer up, upon completion of the delivery Joe called the store and informed me that Mr. [redacted] did not want him to hook up the washer. I asked Joe to let me speak to Mr. [redacted], let him know that we like to hook the up so we can make sure nothing is leaking, its hooked up and working properly, as well as he was comfortable with operating it before we left, but Mr. [redacted] again refused to allow Joe to hook it up. Later that day Mr. [redacted] called and said the washer was not Working properly so we scheduled a time to have Joe service the washer, Joe went out and said the lid switch magnet needed adjusted but before he left the washer was working fine. Mr. [redacted]'s daughter stopped in the store the next day and was demanding to know why we would take advantage of a veteran, we told her that we was not taking advantage of him, she then said that the washer was still not working, we let her know that we unfortunately could not discuss the account with her but we would be more than happy to call her father. As soon as she left we called Mr. [redacted] and Scheduled another service call, this time Ray went and again confirmed that the washer was working fine. Shortly after that we received a phone call requesting that we pick up the washer because he was going to go purchase one from [redacted]. Ray and Joe both went back to the house to pick up the washer, Mr. [redacted] had a load of laundry in the Washer upon pick up. The Washer was immediately brought back to the store and plugged in, we have been using it on a daily basis to Wash all of our items that need washed and have not have a single problem out of the washer, we even put a magnet to it to watch it work with the lid open to ensure that there was no problems. Mr. [redacted] was called multiple times to let him know that we would refund his money but we never had a response, his phone did not have a Voicemailbox set up So We couldn't leave a message. The day after we picked up the washer Mr. [redacted]'s daughter made a call to the store to cuSS us out and tell us that We would be giving her father a refund and that they would be in but again nobody ever came in.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company has never been reasonable or taken responsibility for their defective product only once threats we're made to complain were they even willing to give me the twenty dollars credit back towards my account. I will never do business with them again. I expect a full weeks refund since the product was never in good working order upon arrival. If this company is not willing to stand behind there merchandise they should not be Accredited by the Revdex.com. That I feel would resolve issue.
Regards,
[redacted]

Please see our previous response.

As we stated in Mr. [redacted]s previous Revdex.com complaint, he
has now approached the end of his Exchange Lease agreement and, as is our standard
procedure, we ordered his replacement item.  Unfortunately, we were informed of a manufacturers
back-order.  While we do everything we can to expedite the ordering and
delivery process for each Exchange item, this particular situation was quite
simply completely out of our control.  This fact has been explained
to Mr. [redacted] by both our store and our corporate office on multiple occasions.  We greatly value
Mr. [redacted]s business and our intent is and has always been only to
provide him with the best possible product available and nothing
more. 
Again, we
appreciate Mr. [redacted]s business and all we want is for him to have his new merchandise and enjoy it. 
Mr. [redacted] has indicated that waiting for his intended back-ordered Exchange item is unsatisfactory, therefore we ordered his replacement merchandise from another vendor with better
availability, just as we said we would. That item has arrived and we are making our best efforts to reach Mr. [redacted] to schedule a time for delivery. In conclusion, we feel that we are doing everything we can to provide Mr. [redacted] with his hard-earned merchandise.

It appears that this message has come from
Mr. [redacted]’ spouse, who is not a UHR customer.  Due to company policy we are unable to
discuss anything regarding Mr. [redacted]’ account with anyone but Mr. [redacted].  If Mr. [redacted] has any concerns regarding his
agreement that he would like...

to discuss both the Xenia UHR store and corporate
UHR would gladly speak with him directly. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was NEVER told I had to come into the store to have the autopay removed. I called and told Tammy I wanted my auto pay removed and she said OK! NOTHING WAS EVER SAID ABOUT SIGNING A PAPER. DONT YOU THINK I WOULD HAVE COME INTO THE STORE" TO DO SO? AND AS FAR AS THEM COMING TO MY RESIDENCE ON 4/15/17, NO ONE EVER SHOWED UP...I WAS HOME ALL DAY. I AM SO SICK OF THESE PEOPLE LYING ABOUT WHAT THEY SAID AND WHAT THEY ACTUALLY DID! THIS IS NOT HOW YOU CONDUCT BUSINESS. THEY HAVE BEEN LYING FROM THE VERY BEGINNING! THE FACT OF THE MATTER IS THAT THEY STOLE MY MONEY....BOTTOM LINE
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The facts remain that, 1) Ms. [redacted] chooses not to communicate with the store and 2) Ms. [redacted] still has UHR’s merchandise in her possession and is not currently paying for it.  Our previous statement still stands:   When a customer enters into a lease agreement with UHR the complete details of the agreement are reviewed with him or her at the time the lease is implemented. Again, lease payments are always paid in advance and past due balances are obviously owed for time the merchandise was being used by the customer. Ms. [redacted] has a signed lease agreement in place and a signed agreement allowing us to make her payments via credit card. She has been told that if she does not wish to keep her credit card on file she needs to physically come into the store and sign paperwork indicating she wants her credit card information removed. The money that was charged to the customer’s credit card was PAST DUE money that was owed to UHR with a written authorization to do so. To date, the customer is still in possession of UHR’s inventory.  Our store employees came to her home on 4/15/17 in the morning, as was the agreement between us and the customer, to pick up her merchandise and no one was home, nor did the store receive any communication from her after the scheduled time was missed. As we have already told her and stated in this forum, to avoid future charges, the customer needs to return UHR’s merchandise immediately .  Customarily, as stated in the  lease agreement, once the payment is made there are no refunds offered, however, if the customer does not wish to do business with UHR any longer we would be willing to credit the customer the difference for unused time back onto the credit card once our merchandise has been returned to us in good working order. We would also like to have this issued resolved as soon as possible, and that can be accomplished ONLY by receiving our merchandise back and communication from the customer.

UHR's corporate office and the Hamilton store location have investigated all of Ms. [redacted]'s claims and we have determined the following: 1. Our store manager denies any mistreatment, harassment or change in attitude during the time Ms. [redacted] was a customer at the UHR Hamilton...

location. Any calls placed to Ms. [redacted] regarding her lease agreement would only have been to determine why her account was behind on payment.2. When Ms. [redacted] started a new job and asked our store manager for help with her payment we were happy to help by approving a deferment agreement (which would temporarily suspend that payment from being due until the end of her lease agreement).3. Ms. [redacted] eventually decided to return her merchandise, but refused to pay the deferment that she still owed to UHR. This is specifically in reference to the discrepancy in payment claim she is now making.  Our understanding was that Ms. [redacted] ended her relationship with UHR due to financial issues. 4.  Additionally, Ms. [redacted] expressed concern about a Club (UHR's form of insurance on merchandise) charge showing up on her online account last week. We attempted to contact Ms. [redacted] yesterday to explain this charge would no longer show after 10/11/15, however, Ms. [redacted] did not return our call.5. UHR has confirmation from a witness that the events Ms. [redacted] described as UHR employees coming to her house "yelling and screaming profanities, and squealing tires" in her and her neighbors yard are NOT true. Ms. [redacted] has also admitted to not even being present when these alleged events occurred, but instead is passing on information reported by a neighbor.6. Ms. [redacted]'s reasons for her boyfriend's resignation from UHR are not for us to discuss with her or anyone other than our former employee. We appreciate the business Ms. [redacted] gave to UHR while she was a customer and we wish her the best, however, we simply did not find any truth in Ms.. [redacted]'s claims.

As previously stated, per our
store manager, the mower was fresh out of service and was working fine when it
was initially rented out to Mr. [redacted]. As soon as he reported the issue we
tried to find a replacement mower and took it in for service when we were
unable to find a replacement. The mower was fixed and returned as soon as
possible and Mr. [redacted] confirmed it was in proper working order upon
receipt. This is our standard operating procedure if a problem is reported
and we believe we acted as promptly as possible. Also, as previously stated,
our store manager explained the service program at the point of the initial
rental to Mr. [redacted], and reminded him that because the mower is a seasonal
rental item a loaner would only be available on a rare occasion. 
 
We still feel that it is not
Mr. [redacted]’s call to make on whether or not he should pay the rent he agreed to
when signing his lease agreement with UHR.. We serviced the customer, as we
always do, and Mr. [redacted] needs to pay for the merchandise that he rented.  Again, line item #13 on our rental agreement, which Mr. [redacted] agreed to and
signed, states that: “During the time you are renting the merchandise, we agree
to maintain the merchandise in good working order if you are current on your
rental payments…Your rental payments must be kept current while your
merchandise is being repaired.”  Line item #19 on our rental agreement,
which Mr. [redacted] also agreed to and signed, states that: “All rentals are final.
NO REFUNDS may be given for any reason.”
 
Mr. [redacted] was not initially
offered a refund because it is our company policy.  We operated per our
standard procedures and we feel we did the best we could to service the
customer.  Despite everything mentioned above, we DO appreciate our
customers very much and we wanted to try and make Mr. [redacted] happy, so as a
gesture of good will we offered him a refund of $21.74, for the monies owed to UHR while
the mower was in for service. Although Mr. [redacted] agreed that we would bring
him his refund money and come to pick-up the mower on Saturday, 5/23/15 a
specific time of pick-up that day was never agreed upon because Mr. [redacted]
refused to commit to a time.  When our employees arrived at Mr. [redacted]’s
residence they did not see him and they said that the mower had been left at
the bottom of a big hill with no gas in it and that they had to push the mower
up the hill to get it into our truck.  Our employees also said there was a
little note on the door saying that lunch was on Mr. [redacted] for the mower being
out of gas and being left at the bottom of the big hill.
 
As previously stated, we still believe that we acted fairly and
per the details of our agreement. It was Mr. [redacted]’s decision to not be
available to accept the refund we were generously willing to offer.

UHR's corporate office spoke with Mr. [redacted] on 09/28/15 and 09/29/15.  After researching his complaint and discussing the facts internally, we came to the following conclusion:This is not a case of typical wear and tear, but a destruction of UHR property issue.  Mr. [redacted] has had at least three chairs and they have all been reported as "heavily damaged" while in his possession, specifically, once returned we have found dog hair, rips in the fabric and bent and broken mechanics.  The loaner he has currently is a dual piston lift chair, which is the highest end chair we
offer our customers and he has now broken that as well.  As we have told Mr. [redacted], we would be happy to provide him with a new chair once his
Exchange Lease commitments are met. Our Exchange Lease program, which Mr. [redacted] elected into when he began leasing his chair, offers him the opportunity to receive a new chair of the same make and model or upgrade upon completion of his lease agreement.  Until then, he either needs to keep making
his payments on the loaner that he currently has (because his original chair
was damaged so badly it has now been deemed irreparable and unable to be leased or sold due to its condition) OR return our merchandise.Per line item #19 on the agreement Mr. [redacted] signed with UHR on 03/05/14, "All rentals are final. NO REFUNDS may be given for any reason."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1.  Of course the store manager denies the mistreatment.  This claim was just to notify the HR department of the occurrences, I was already aware that there would be no admittance to the fact because this would only harm the store manager's credibility.2.  Regarding the deferment, "happy to help" is a severe understatement.  The store manager asked how I found about the the deferment option, to which I responded that another employee told me about it.  I was told previously that the amount would be deferred to the end of the lease term (which is how any deferment usually works), but instead the store manager told me it only deferred the amount for 1 month and I had to pay half of the deferment amount up front.  I was then later told that as long as I paid something on it each week that was acceptable.  Whether or not my deferment payments were actually applied to my deferment is another problem.  I have no way of knowing how or where my payments were applied on my account, so when I said for example that I wanted $20 to be put on the deferral, I don't know if it actually was.  Even a pay history just itemizes by agreement number. 3.  I absolutely DID NOT refuse to pay off the deferment.  I paid the complete balance due that was read off to me explicitly BY the store manager in question.  She told me the amount paid my account off as well as the deferment.  I was told over the phone a few days beforehand that the amount would be $68.51.  On 9/10/15, the store manager tried to charge me over $80, to which I responded with a request to break down the charges because it conflicted with the amount I was told before.  When she broke the charges down (weekly payments + late fees + deferment) it was $68.51.  I have the receipt for the payment that I made in-store, with the store manager herself, and the bill of sale for the item acknowledging that it was paid in full.  This goes along with my complaint about discrepancies in payments and what was actually applied where.  I never had any issues when I was paying online, as the agreement totals were automatically calculated and itemized so I could see what I was paying on.  But once the deferment was in place, the balance online was completely off and I was told I would have to pay by phone/in store until the deferment was paid.  This is when the discrepancies started occurring, totals didn't add up quite right, and I requested my pay history and started keeping all my receipts.  The pay history and and receipts only itemized by agreement, though, so I never knew where my deferment payments were being applied.  I also had requested several times that my payments be changed to biweekly, but this was never done despite what I was told, and I was continually charged late fees when paying every 2 weeks.4.  I received the phone call in question yesterday, during work hours, and have not had a chance to return the call during UHR's business hours.  The complaint was about the amount showing when I was explicitly asked if I wanted to continue with the Club membership, and said no, but was charged anyway.5.  I have two neighbors who saw the incident in question.  My boyfriend was also home at the time, I called him on my lunch break that day to ask him what had happened and all 3 witnesses' stories coincided 100%.  One neighbor even threatened to file a police report, but I don't know whether they did or not.  When I called the store manager to let her know what had happened, instead of saying she will look into it or even apologizing (which would be the correct thing to say as a store manager in customer service), she acted like it was completely ridiculous that I would suggest such a thing.  She said one driver was in Madeira and the other was in Florence, KY.  I'm sure the company can check driving logs or GPS, but obviously the blatant denial of all parties involved was enough evidence.  It seems that the fact that I wasn't present and the parties' denial is the whole basis on whether this claim was substantiated or not.6.  The reason for my boyfriend's resignation was not even mentioned except for the fact that the above incident happened after he resigned.  The only other mention was that he was constantly harassed about several different issues while employed there.  I had also mentioned that there are 3 people that have quit just in the past few months.Lastly, the fact that the entirety of the "investigations" handled by the HR department (with which I also filed a formal complaint) apparently only entailed questioning the store manager and/or the employees implicated predictably proved to be inefficient.  Every single claim was denied flat-out, and I was even accused of refusing to pay my bill, I assume by the store manager, to hurt my credibility.  The point of my entire complaint was that the store manager is rude, unprofessional, and obviously untruthful about many things and I just asked that they investigate into the matters, further than just a line of questioning.  I know for a fact I'm not the only person to complain, customer or employee, and these aren't isolated instances regarding the way that specific store is run.In addition, I do not wish to be contacted further about any of the above claims by the company or their HR department.
Regards,
[redacted]