Rent One

Initial Business Response /* (1000, 7, 2015/12/01) */
To whom it may concern,
The Mrs***' freezer was originally switched out due to not operating properlyUpon arrival the employees found the freezer door to be slightly open, due to over packing and a hinge was bent on the freezer door
The employees discussed the bent door and the client acknowledged that they had let their grandchildren "swing" on the door resulting in damage the caused the freezer door not to close properly
While their unit was in service, the client called with a the complaint that the replacement was not keeping the temperature and asked for another replacement to be broughtThe store was unable to locate an identical freezer as their and offered an alternative, to which the client agreedThe employees arrived at the home on the agreed date and timeAt this time the client refused to allow the employees to switch out the freezer and complained that the freezer has been defrosting for over a week and the first time the client notified the storeThey refused the 2nd replacement freezer and the next day asked that the freezer be picked upTheir first freezer and the replacement were sent to our service department and were sent back "checked ok"It was determined that any malfunction was caused by either misuse or over stocking

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 experience. The Regional Manager, Store Manager and all...

associates participated. Thank you for bringing this to our attention.

See attached.

Initial Business Response /* (1000, 10, 2015/12/09) */
She has been very late on her payment, replacement tables is what we do all the time. When she sent this in she was behind on her payments. This 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  offer a 30 day money back guarantee to all of our clients.  In order for our customers to receive their money they must request a refund through email or on our website at:  [redacted]    We have received no messages or...

missed calls from Mr. [redacted].  We have searched both our missed call logs and our voicemail system.  We have a complete call log that details each and every call missed or received that comes into our company line.  We have also not received any email requests from this client. In addition: 1.  He claims the purchase price was $425.00.  However the correct price was: $300.00 plus tax. 2.  He claims our office was off of 50 and Hazel and it is actually off of Sunset and Hazel.  And yes it does exist.3.  He claims we have a UPS store with the number [redacted], however it is [redacted]  [redacted]. 4.  He claims he can never get in contact with anyone.  We return every call within 24 hours with NO EXCEPTIONS.  Please try to call us and push option 1 or 7 at anytime between the hours of 12pm and 8pm Mon. - Fri.   If Mr. [redacted] can provide evidence that he has attempted to contact us via phone or email by May 31, 2016, we will refund him in full provided he follows the return guidelines and qualifications stated on our website:[redacted]       Warmly, [redacted]VP of Sales[redacted]

To whom this may concern:I am writing to you about a complaint that I had made earlier with Rent One in Union, MO. My 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]

I have discussed the incident that Mr. [redacted] described and found that the employees action was in compliance with our policy and procedures. The store has been attempting to contact Mr. [redacted] in regards to his account that defaulted 49 days ago. We now have discovered that the same day...

Mr. [redacted] agreed to rent to own the 4 items in question, he pawned them for cash, violating the terms of the rental agreement. We have attempted to resolve this matter with Mr. [redacted] with no success. According 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

We are aware the furniture that Ms. [redacted] purchased has been damaged and required repair, we have scheduled or attempted to schedule time for the item to repaired. Unfortunately. Our records indicate the sofa and loveseat were in working order upon delivery and Ms. [redacted] signed the delivery...

receipt confirming the condition was in working order upon receiving. Ms. [redacted] has cancelled the most recent appointment and we have not been able to reach her to reschedule. Ms. [redacted] has refused to contact the store direct via phone to assist in resolving, she continues to use Facebook Messenger as the form of communication. Our store manager [redacted] is available at [redacted] to schedule repair and resolve any payment frequency issued she may have.

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 purchase. They had the washer longer than I have for repairs that never seemed to solve the problem. If 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 washer. They 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 move. I'm a loyal customer because I have bought so much stuff from them and they have lost me as a customer.
Sincerely,
[redacted]

The living room set was posted on [redacted] marketplace as a as-is 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 time. Sometime after Ms. [redacted]' call another customer called inquired about...

the set and proceeded to come to the store and purchase the items for the amount agreed. It was explained clearly to Ms. [redacted] that the item would not be put on hold at any time.

Complaint: [redacted]
I am rejecting this response because:
Mis. [redacted] offered to pay for the manager for the set who told Mrs. [redacted] she was with a customer and would call Mrs. [redacted] right and get the info she even took Mrs. [redacted]'s phone number. She said she would keep the item until she took our info then she never called back. I honesty believe she was given a higher offer and sold it out from under us. Very bad business practice from a [redacted] manager. 
Sincerely,
[redacted]

Ms. [redacted] was contacted and an agreement was reached to provide a "loaner" at a discount rate and her washer has been sent to service for repair.

Ms [redacted] did purchase a previously owned living room set as-is from our location in Cape Girardeau, MO on 11/19/17. The Store Manager received a call from Ms. [redacted] on 1/2/18 reporting that bugs were found around the living room set. The Store Manager then proceeded with company policy to contact our Pest Control company to inspect the items and household to assist in determining if there is any signs of bugs and origin if any was found. The item(s) were inspected on 1/4/18 by the Pest Control Technician and reported no activity found on the item(s). We them offered Ms. [redacted] a full refund for her purchase as per her request and accepted by Ms. [redacted] on 1/4/18.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I work 2 jobs morning and evening. I can not have my phone on while working. Why do I pay for the insurance coverage monthly if it doesn't get fixed? Two months later and still broken furniture. The repair man called me two weeks ago and was supposed to show up the next day. He ended up calling me at 12:21 that day and cancelled after I waited on him all morning. He 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 fixed. My 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 fee. We stopped paying in store and started paying online due too poor customer service. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/09/01) */
We have already addressed with this consumer. The money was taken off on the front end of the contract and she was given a very large discount. After we heard from Revdex.com, we wanted to be done with it even though she owed us over $400. 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 off. We are not giving this consumer any more money. We have tried to explain this to her and go through the contract with her and every time we do she hangs up on us. We 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 bedbugs. I spoke to re manger they tried to...

say we already had bedbugs. They sold furniture tht they claim the treated through a heat room and cleaned. Neither of this happen because pestcntrolled came and stated the bedbg activity was very active. A business should n' be selling furniture wih bedbugs

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