Colortyme

Initial Business Response /* (1000, 5, 2016/05/21) */
I received a phone call on May 19thA women was yelling when I answered the phoneI did not know who I was talking to and had to ask for a nameThe women later to find out was *** ***The women stated that a automatic payment had been
withdrawn from her accountI asked her who I was speaking to she stated "you need to shut your mouth" My comment was "wait a minute" "I don't even know who I am speaking with" she then commented "are you going to shut your mouth and listen" I commented "I am the owner of the business.I asked "is this the way you call a business?" In order to help you I need to know who I am speaking with" she finally told me her name was *** ***I then looked into the accountShe stated that the her daughter had had an account for a very long time and that the auto debit was normally done on the 20th of every month.I reviewed the payment history and let her know that of the payments were on the 19th the others had been past due usually between the 22nd to the 28th whereas we had contacted the customer and she had paid then*** asked why the 19thDuring the entire conversation when I tried to speak *** would become angryI asked *** several times what she was askingI offered to refund the payment back into her account if that is what she was asking***'s daughter *** was in the background speaking*** then said I need to speak to ***I let her know that *** was off that day and I could help her*** then said " You better have *** call me' and hung upI waited about minutes and then tried to call *** backThe phone went to voicemailI left a voicemail on the phone letting *** know that I was unsure of exactly what she was asking and to please give me a callShe never called me back
In the concern from Ms*** she mentioned that I would not give her a statement? I was not asked for a statementColortyme provided *** a Rental agreement at the time of rental which can easily be reprinted upon request*** and *** can access their bank account for any debits as well as a print out of payments from our side*** signed a two year rental agreement and in the program can payoff early by paying what is leftThe account was opened in October of which leaves monthly payments remainingAt this point I am still unaware if *** and *** want to continue renting the merchandiseThe agreement gives the customer the option to return if they can no longer fulfill the terms of the agreementI had offered *** the return of the charge to her card the day she called with her concern*** hung up on me and did not answer my call back to her to try and rectify her concernColortyme has a great reputation in the community's in which we serveI personally will listen to anyone's concerns and do everything to helpIt is extremely difficult to help someone if they are not wiling to be helpedFeel free to call me at anytime on this concernThank you, *** *** owner operator of Colortyme

Initial Business Response /* (1000, 5, 2016/05/21) */
I received a phone call on May 19thA women was yelling when I answered the phoneI did not know who I was talking to and had to ask for a nameThe women later to find out was *** ***The women stated that a automatic payment had been
withdrawn from her accountI asked her who I was speaking to she stated "you need to shut your mouth" My comment was "wait a minute" "I don't even know who I am speaking with" she then commented "are you going to shut your mouth and listen" I commented "I am the owner of the business.I asked "is this the way you call a business?" In order to help you I need to know who I am speaking with" she finally told me her name was *** ***I then looked into the accountShe stated that the her daughter had had an account for a very long time and that the auto debit was normally done on the 20th of every month.I reviewed the payment history and let her know that of the payments were on the 19th the others had been past due usually between the 22nd to the 28th whereas we had contacted the customer and she had paid then*** asked why the 19thDuring the entire conversation when I tried to speak *** would become angryI asked *** several times what she was askingI offered to refund the payment back into her account if that is what she was asking***'s daughter *** was in the background speaking*** then said I need to speak to ***I let her know that *** was off that day and I could help her*** then said " You better have *** call me' and hung upI waited about minutes and then tried to call *** backThe phone went to voicemailI left a voicemail on the phone letting *** know that I was unsure of exactly what she was asking and to please give me a callShe never called me back
In the concern from Ms*** she mentioned that I would not give her a statement? I was not asked for a statementColortyme provided *** a Rental agreement at the time of rental which can easily be reprinted upon request*** and *** can access their bank account for any debits as well as a print out of payments from our side*** signed a two year rental agreement and in the program can payoff early by paying what is leftThe account was opened in October of which leaves monthly payments remainingAt this point I am still unaware if *** and *** want to continue renting the merchandiseThe agreement gives the customer the option to return if they can no longer fulfill the terms of the agreementI had offered *** the return of the charge to her card the day she called with her concern*** hung up on me and did not answer my call back to her to try and rectify her concernColortyme has a great reputation in the community's in which we serveI personally will listen to anyone's concerns and do everything to helpIt is extremely difficult to help someone if they are not wiling to be helpedFeel free to call me at anytime on this concernThank you, *** *** owner operator of Colortyme

? January 27, RE: Revdex.com ID ??" Response Enclosed Let it be known herein, Cindy *** (Cindy) is known as the "Respondent" and *** & *** *** as the "Complainant" Response to Customer Experience Information: Complainant claims the washer broke
down a "few months" after purchaseRespondent received first notification of service issue on the week of 3/07/which is ??"months after execution of the agreementThe washer was placed into service (an authorized Whirlpool facility) on March 12, (please see attachment marked #1) and a loaner washer was provided to the Complainant for the time that the original was in serviceWasher was returned from service on March 22, with the problem as described by the ComplainantRespondent called the Complainant to schedule a time for redelivery the following dayThe second service issue occurred on the week of October 17, The washer was placed into service (an authorized Whirlpool facility) on October 22, (please see attachment marked 42) and a loaner washer was provided to the Complainant for the time that the original was in serviceWasher was returned from service on November 7, As stated by the Complainantthe washer would not complete the wash cycleAs the Complainant states, the Respondent personally redelivered the washer and determined the washer had no powerLoaner was reinstalled and the washer was returned to the storeThe washer was placed back into service (an authorized Whirlpool facility) on December 24, (please see attachment marked #3A) and a loaner washer was provided to the Complainant for the time that the original was in serviceUnder conditions, products can take up to two weeks for service to be completedThis service time was over the holiday breakWasher was returned from service on January 3, Proactively, the Respondent hookthe washer at the store after it was returned and determined that it was having the same issueThe washer was placed back into service (an authorized Whirlpool facility) on January 14, (please see attachment marked 43I3)Washer was returned from service on January 23, Service had repaired a torn wirePer the rental agreement (see "Maintenance"), while on account and not in default, the Respondent will provide loaner if the product fails and needs to be removed from the homeThis was completed far each service issueOn January 13, 2017, Respondent did call Complainant for approval to run payment over the phoneComplainant had previously made a commitment to make payment on January 12, Complainant, as well as any other customer, was offered a discount if the account was paid-off early (see Rental Agreement -Early Purchase Option")Complainant stated that he would need to get approval from spouse before making that decisionComplainant still has yet to return our phone callCurrently Rental Agreement CAis in defaultThe Rental Agreement expired on January 5, Per the Rental Agreement, customers must make their payments on or before the due dateComplainant is not following their part of the agreement by having Respondent picking up the products or Complainant making payment of past due rent plus additional paymentforward (see Rental Agreement "Reinstatement")After numerous messages, Complainant still has yet to return any of our callsComplainant claims their homeowners insurance was covering the repairs to the floorsThis is true to an extent, Respondent notified their corporate insurance company about the issue (please see attachment marked 44) on November 9, 2:46pmCNA Insurance called and spoke with the Complainant on November 9, 3:08pmCNA requested the Complainants insurance company's details but was told that he would need to call them back with that informationJanuary 25, 9:06am, Complainant responds to CNA and provides necessary informationComplainant requests an exchange of the washerRespondent will redeliver the original washer as it is repaired per original agreementComplainant understands that if they no longer meet the terms of the agreement, they can return the productThere is no obligation to keep the merchandise and can simply request a return Please let me know if you have further questions Respectfully, Cindy *** ?

Due to road construction our staff was
unable to pickup the furniture
as scheduled on Thursday March 31th. We
were able to contact our customer and reschedule the furniture return for
Saturday April 2nd. The store was able
to process the return on the morning of Friday April 1st
Sincerely,
Peter
L[redacted]
Vice
President

Review: I recently purchased a mattress and box spring from Color Tyme furniture rental that took me a year to receive because it won't in stock. The mattress contains bedbugs and I would like the merchandise to be picked up and my money refunded to me. I have contacted Color Tyme and they told me that they did not want the furniture and they were going continue to charge me for the merchandise. The bedbugs have bitten me and my husband and I would like a refund and the account closed.They also informed me that they want the other furniture that I purchased in order to get my money back. I would like to keep the other furniture but have the mattress and box spring picked up and the account for these items closed out.Desired Settlement: I would like the mattress and box spring picked up and my money refunded to me for the mattress and box spring. I would also like the account closed out. I would also like the money I have paid towards ownership of this mattress and box spring in the sum of $958.00 and I would also like for them to pay for the extermination of $400.00 for the bedbugs.

Business

Response:

Ms. [redacted] rented a 3 room package from Colortyme on 4-23-2012, which consisted of a living-room, bedroom set, queen mattress and box-spring and set of coffee and end tables. On into the rental contract Ms. [redacted] had a complaint that she did not like the mattresses we gave her and wanted another set. I explained to her at that time we did not have any new sets in stock and we had to place an order. We tried to satisfy her until we were able to get a new set. On April 4, 2013 we switched her mattresses out with a brand new set of mattress still wrapped in the plastic packaging from the manufacturer. On August 13, 2013 Ms. [redacted] contacted the store and stated she thought the mattresses had bedbugs because she was having small bits on her. She made the remark that she did not have this problem until she took the plastic wrapping off the mattresses. We sent Dodson out to check the set the very next day. Dodson did state that the mattress and box-spring and bedbugs but so did the chair sitting beside the mattresses set. Ms. [redacted] stated to me that she had also just purchased this chair that was sitting directly beside the bed. Those bedbugs could have very well came from that chair or someone bringing them into her home and not know it because we gave her brand new mattresses and we have never had a complaint on bedbugs. As a rental store we have very strict guidelines we have to follow through with, with the health department. We not have bedbugs and never have had bedbugs. Those bed bugs could have very well came from that chair she just put in that room. Ms. [redacted] has been a very good customer of ours for years and we appreciate her business very much. But as a company we do not fill we gave her those bedbugs and explained to her that we would not pick them up from her home because we would not want to infest our delivery trucks or store with bedbugs. She would be the one responsible for removing any items from her home. If it was a manufacturer defect, we would not hold her responsible for the remaining cost of the mattress set but being it comes from customer neglect, we are holding her responsible for the remaining cost of the item. As for the other merchandise she has with us,we never told her we wanted to pickup those items. We just simply explained to her that she was still responsible for the payments. Ms. [redacted] has never missed a payment with us and we just explained to her she still had to pay for them. As for refunding her money, when you rent rental property you are paying for the time to use it therefore all rent is due in advance. We do not give refunds, that money paid for the time the customer had the renal merchandise in their home. If Colortyme had been responsible for the bedbug infestation we would be more than glad to take care of the cost but we do not feel it came from us.

Review: On Monday June 17th 2013 I called Colortyme Store regarding my account with them. The phone was answered by a female employee by the name of [redacted]. I asked to speak with [redacted] who is the store manager. Before the young lady placed me on hold she mocked me in a rude way meaning she repeated what I said in a rude way then placed me on hold. When [redacted] picked up I complained stating was she just mocking me? [redacted] replied I'll talk to her. About ten minutes later I recieved a call back from Colortyme. When I pick up it was [redacted]. She was not calling me about my account but using my phone number which is there for business reasons only for personal reasons. as soon as I realized why she was calling me I interupted her and asked for a manager. She then said "aint nobody here, what the [redacted]". Then slamed the phone down. I called back asking for a manager. She again said "aint nobody here" then slamed the phone down again. I called back once again and after the phone rang several times she picked up the phone and said "her she go" and I guess she handed the phone over to [redacted] as I started to complain and tell him what occured he said let me call you back. Of course no one has called me back as of yet. I am out of town at present upon my reture I will be returning the merchandise as I have already informed [redacted]. I nolonger wish to do business with a company who allows there employees to disrespect their customers.Desired Settlement: I would like an apology for what transpired as I still do not wish to continue to do business with Colortyme.

Review: A home health aid [redacted], employed by my mother, who lives, in my home apparently rented items from this store. They have called my home looking for this individual who as of 12/2012 is no longer working for my mother. The first call, the store manager spoke with my teenage daughter and proceeded to interrogate her about [redacted] and insinuated that my daughter was lying whe she said that no one name [redacted] lived in our home. My daughter was felt threatened that I received a call at work. I called Colortyme at spoke with the manager. At that time, he was told that the information provided to him was inaccurate. My home was not a care or nursing home facility, he was not contacting a business but a private home. I also informed him that to my knowledge [redacted] was out of the country. He was asked to refrain from calling my home as [redacted] was no longer in employed as a heath aid for my mother. If memory serves me correctly, this happened in January, 2013.

Today, I received a call from the same gentleman, again asking for [redacted]. I told him again this was a private home, [redacted] as with the last call was not employed by my mother and reiterated that my personal number be removed from their listing. At that time, he proceeded to tell me that [redacted] had come into the store recently after my January, 2013 converation and "updated" her information listing my address and number again. I asked why after being told previously would he add my information without verification as he should have noted his files of our previous conversation. He proceeded to tell me that how is he suppose to know whether the information provided is accurate. Should that be my issue?? I again reminded him that this was a harrasing call and to refrain from calling my house again. He again stated that [redacted] updated her information and he was following procedure in calling my house for her. He was informed again that he was harrassing me and that I would be reporting his practices to the Revdex.com.Desired Settlement: I would like for the owner, not the manager with whom I spoke to to apologize for both harrassing phone call and to review his company rental policy. Employment/reference information should be verified/confirmed prior to renting merchandise. This would prevent inaccurate information being used to obtain merchandise and harrassing phone call from unsuspecting individuals who have no knowledge of the personal information being provided to falsely secure merchandise from this establishment.