Strategic Group

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 Ok this company is lying the first day I received it was not in working order took them days to pick up the inoperable lawn tractor and they are only offering to pay for the three days they had it not the four days it took to pick it upThey committed to arriving between ten am and twelve pmI left my house at 12:pmSo I get my money taken and as usually Cincinnati Revdex.com is not going to do its jobI need an arbitrator to call me this is ludacris 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 implementedAgain, lease payments are always paid in advance and past due balances are obviously owed for time the merchandise was being used by the customerMs [redacted] has a signed lease agreement in place and a signed agreement allowing us to make her payments via credit cardShe 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 removedThe 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 soTo date, the customer is still in possession of UHR’s inventory Our store employees came to her home on 4/15/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 missedAs 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 orderWe 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

MrDavie is an Exchange Lease customer with UHR The Exchange Lease program provides the customer with a brand new item (whether leasing furniture, electronics or appliances) at the completion of his or her lease agreement The Exchange Lease program clearly states the following: 1) Start a new lease agreement 2) Complete the lease agreement 3) UHR will exchange the item that the customer was leasing for a new one, the same make and model, or provide an upgrade to the next available model with the manufacturer’s warranty.Mr [redacted] completed his lease agreement just shy of days ago and, as is our standard procedure, we submitted the order for his replacement item in advanceUnfortunately, 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 is quite simply completely out of our control This fact has been explained to Mr [redacted] by both our store and our corporate office 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 We take great pride at UHR in our Exchange Lease program as we feel it offers our customers the best reward possible: brand new merchandise.Again, we appreciate Mr [redacted] s business and want him to have his new merchandise If waiting for his intended Exchange item is unsatisfactory, we will simply order his replacement merchandise from another vendor with better availabilityWe will be in contact with Mr [redacted] with the specifics as to when this new solution can and will be fulfilled

UHR's corporate office and the Hamilton store location have investigated all of Ms [redacted] 's claims and we have determined the following: Our store manager denies any mistreatment, harassment or change in attitude during the time Ms [redacted] was a customer at the UHR Hamilton locationAny calls placed to Ms [redacted] regarding her lease agreement would only have been to determine why her account was behind on paymentWhen 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)Ms [redacted] eventually decided to return her merchandise, but refused to pay the deferment that she still owed to UHRThis 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 Additionally, Ms [redacted] expressed concern about a Club (UHR's form of insurance on merchandise) charge showing up on her online account last weekWe 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 callUHR 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 trueMs [redacted] has also admitted to not even being present when these alleged events occurred, but instead is passing on information reported by a neighborMs [redacted] 's reasons for her boyfriend's resignation from UHR are not for us to discuss with her or anyone other than our former employeeWe 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

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 $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 saysAt this point I'm ready to seek legal counsel this is unacceptable

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***’ account with anyone but Mr*** 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 directlyThank you

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***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 replacementThe mower was fixed and returned as soon as possible and Mr [redacted] confirmed it was in proper working order upon receiptThis is our standard operating procedure if a problem is reported and we believe we acted as promptly as possibleAlso, as previously stated, our store manager explained the service program at the point of the initial rental to Mr***, 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***’s call to make on whether or not he should pay the rent he agreed to when signing his lease agreement with UHRWe serviced the customer, as we always do, and Mr [redacted] needs to pay for the merchandise that he rented Again, line item #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 #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 serviceAlthough Mr [redacted] agreed that we would bring him his refund money and come to pithe mower on Saturday, 5/23/a specific time of pithat day was never agreed upon because Mr [redacted] refused to commit to a time When our employees arrived at Mr***’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 agreementIt was Mr***’s decision to not be available to accept the refund we were generously willing to offer

The issue with UHR has not been resolved I reached out to them on Wednesday April 19th after being told the previous week that a form had been submitted to get my refund for the money they took from me I was then informed by [redacted] that she didn't submit the form and that another person did Originally [redacted] was the one who said that she herself had submitted it Now I am getting a different story She told me previously that the form was submitted and that I would receive my refund within to business days I also read the response that was given by UHR and that is not what I was toldI made arrangements to have them pick up the merchandise on Saturday, April 15th and no one showed up No one has shown up yet and no one has called me about the issue Bottom line is this, I want my money that they illegally withdrew from my account REGARDLESS if I owe any money or not, they had NO RIGHT TO TAKE ANYTHING OUT OF MY ACCOUNT I was also informed by my bank that if the money hasn't been returned to my account by April 28th that I need to immediately call them back I also am considering consulting an attorney to press charges for what was done to me It caused me severe stress and I struggled to provide for my family I need this issue resolved immediately and the money returned to my account, it should have never been touched in the first place Once again, I called to have my auto pay taken off my account with UHR and it was confirmed twice by Tammy B [redacted] that it was taken care ofThis occurred on or around March 30th

As I no longer have any kind of business relationship with the company, and did not seek any resolution other than investigation into the matters, I no longer wish to pursue these issues I see that the balance on my account (that was paid almost months ago) has been removed It is clear from the company's previous response to my complaints that no other resolution would have been obtained as every issue was denied in full by all parties involved In addition, I retain my request of no further contact from the company and will take all future rental business of mine elsewhere.Thanks Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

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 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 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 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 $to be put on the deferral, I don't know if it actually was Even a pay history just itemizes by agreement number 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 $ 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 $ 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 weeks 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 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 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 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 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]

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 belowI was NEVER told I had to come into the store to have the autopay removedI called and told Tammy I wanted my auto pay removed and she said OK! NOTHING WAS EVER SAID ABOUT SIGNING A PAPERDONT 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 DAYI AM SO SICK OF THESE PEOPLE LYING ABOUT WHAT THEY SAID AND WHAT THEY ACTUALLY DID! THIS IS NOT HOW YOU CONDUCT BUSINESSTHEY 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] ***

Per our store manager, the mower was fresh out of service and was working fine when it was initially rented out to Mr*** We are not certain what the cause of the problems were that Mr [redacted] described, however, once he called to report the issue we first looked into finding a replacement mower and then picked it up for service when we were unable to find a replacementThe mower was fixed and returned as soon as possible and Mr [redacted] confirmed it was in proper working order upon receipt When our store called to market our give away promotion for last weekend, Mr [redacted] said he was not going to make his payment because of the mower being in service We believe that simply is not his call to makeWe serviced the customer, as we always do, and Mr [redacted] needs to pay for the merchandise that he rented Our store manager explained the service program at the point of the initial rental to Mr***, and also remind him that because the mower is a seasonal rental item a loaner would only be available on a rare occasion Additionally, line item #on our rental agreement, which Mr [redacted] agreed to and signed, states that: “During the time you are renting the merchandise, we agree to main 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 #on our rental agreement, which Mr [redacted] also agreed to and signed, states that: “All rentals are finalNO REFUNDS may be given for any reason.” With all that being said, as a good will gesture, we did still offer Mr [redacted] a refund of $21.74, for the monies owed to UHR while the mower was in for service Mr [redacted] agreed that we would bring him his refund money on Saturday, 5/23/and we would pick up the mower at the same time since he refused to continue making payments When our employees arrived at Mr***’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 In the end, we believe that we acted fairly and per the details of our agreementIt was Mr***’s decision to not be available to accept the refund we were generously willing to offer

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, 3: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 itA day or so later he called back and said that he did indeed want the washer So we scheduled his deliveryJoe 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 washerI 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 upLater 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 fineMr [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 fatherAs 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 fineShortly after that we received a phone call requesting that we pick up the washer because he was going to go purchase one from ***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 upThe 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 problemsMr [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 messageThe 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 The Mower was never received in working orderWhenI rented it the Manager would not take it off the truck for me to inspect he said everything is guaranteed to be workingWhen they Delivered the Mower the brake released so fast it almost threw me off and the seat well was rusted where the seat was about to come offI started to Mow my grass and the blade cut at an angleI noticed loose bolts on the shield covering the pulley on the deckI mowed a couple rows and the uneven cut got worseI tried a swipe on the front yard and as I was completing the second swipe of the front yard the deck started to throw sparksI called them as soon as it happened same day they deliveredThey said they would look for a replacement and come and pick it upThey asked me to give them until SaturdayIt was at that point they told me there were no replacements available until MondayThen when they came to pick up the Mower there was no replacementAt This point I had rented a mower that was only used to unevenly and I mean inches of difference from one side of the blade to the other they also promised a replacement that was never deliveredNow they picked it up and the when I got it back the employees told me it was a real simple fixNow they said this mower was just picked up from service prior to coming to meThey thing that came to my mind since it was such a simple fix is that when it was in service prior to me receiving it for the first time is it was the bolts on the new pulley that was installed was never tightened to torch specs to ensure the pulley didn't tiltWhen I received the mower back the pulley cover bolts were tight and the mower cut properly I was willing to keep the mowerNow the next day they call about a Memorial Day Promotion and the lady that called me said I had a payment come dueMy Reply was I have only had the mower for a day on Saturday I will only have it for two days I don't feel I should have to pay for the mower for the week is there any way I can get a week credit for not having the mower the first weekShe put me on HoldThe Manager Came on the line and Started telling me I had to pay saturday or they were going to come take it back & How if I buy a car and it goes into service I still have to pay the Car NoteThen I called there Corporate Office and spoke with the lady on the phone that evening she said someone would call me back first thing when they got inSo I waited until pm on Friday no Call So I called BackThats when I spoke to the person in charge of complaints she said she knew nothing about it and would have to call me backIn the process of me waiting for corporate the Employees came to my house to try and pick it upMy rent was not due I had paid until Saturday and they were trying to pick it up on FridayThen when I finally communicate with the Complaints department she said they were not giving me any credit it wasn't until I threatened to report this to the Revdex.com and The KY Attorney Generals Consumer affairs departmentThat she then offered to refund for the three days it was in serviceI told her that it was not in working order when I received it and that was not acceptableI was not going to Withhold their Mower The Said they would be here by Noon Sat and they didn't arrive until afternoon I had some things that needed to be doneSo they acknowledge I have received NO Money back on thisI only had three days use on the mower I expect the entire amount refunded for the week it was not in use Regards, [redacted] ***