Strategic Group Inc

As per *** *** statement we responded right away to visit her home and inspect our furniture. Upon our arrival, there was no evidence of bugs other than two juvenile roaches MsFisher had contained in a plastic bagThe furniture items were not wrapped because there were no signs
of bed bugs during our inspection. The store manager did fulfill *** *** initial request to refund her for her $paymentThis payment was processed on our end on 9-3-15. We are looking into the reason internally as to why it hasn't processed at *** *** bank. We will make certain this is taken care of just as soon as possible. We appreciate *** *** business, therefore in addition to providing her with the refund she requested, we also offered to have her home inspected for bugs at our cost and we offered her a week promotion on all of her other current rentals. MsFisher declined the offer to have her home inspected for bugs (due to already having this done on her own), but accepted the offer for the week promotion

*** *** is not a UHR customer or employeeWe do not know any person by this name and have no record of being contacted by this personWe cannot and do not discuss details regarding our employees or other customers with the general public, even in this forum, or with anyone but whom it
directly concernsWe aim to run a reputable business that values both our employees and our customers and without question to abide by the laws of the state of Kentucky, including those that relate to how employees take their smoke break
If *** *** would like to reach out to our corporate office to discuss anything further, we would be more than happy to take the phone call
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have read the answer provided Their first point is correct about not paying the taxes and insurance I was quoted $per month to rent a washer When I was ready to make the agreement it went to $I asked why and was told because of taxes and insurance I told her that I did not appreciate being told one amount and then when it was time to make the agreement the amount increasedI did say I would have to speak to my wife about it After speaking to my wife, we decided we could fit it in the budget I went to sign the agreement and was told if I waited a day or two the delivery would be made by two people I waited and only one person showed up who I had to help get the washer downstairs As for the boy being able to hook it up, I did tell him I could hook up the two hoses and plug the machine inIt was not as a dramatic as they are making it out to beI only said I can hook it upI never asked Joe to leaveHe could have stayed since it took all of minutes Joe was more than happy to leave at this point He said to me they have a hard time keeping people and that's why he had to come by himselfAfter plugging in the machine it would not come onJoe did come out and WE found that the lid switch magnet was not hooked up Also, he had to call the office to ask what to check because he has never worked on a washer After that we put a load of clothes in the washer It would not agitate properly and it kept stopping in the spin cycle process and moved incredibly slowWe do have video to show this and I can provide this to anyone that would like to see itMy daughter did go to the store and asked about our account and how we were going to fix it My son was on the phone with her listening to the conversation as they discussed my account with her When my son told me they had lied about why they sent one person and that they lied about the washer working properlyI called my daughterShe came to my house and proceed to tell me what they said At this point, I called UHR and told them to come pick up the washer Then I asked about a refund and was told I would not receive one My daughter called the store, with me and my wife present, and asked why they would not refund our money She was told the contract states no refund Keep in mind they discussed the account with her twice When my daughter said we had not received working equipment, that's when they decided they could not talk to my daughter anymore Not one cuss word was said by my daughter She simply told them they need to refund her father's $or she will file a complaint with the Revdex.com and she hung up I'm absolutely outraged by their narrative of events My daughter was understandably upset by their treatment But at no time did she "cuss" them out It is correct that my voicemail box is full I would like them to mail my refund to me or in their response (which will probably be more lies) give me a time and date to come by with my daughter to pick the money up I want them to tell us directly that she cussed them out My daughter is a contractor for a very reputable accounting firm and has also worked as a contractor with generals at ***, she is hardly the type that would cuss anyone out even people as shady as this company The videos are on my phone I will have my son send those when he gets home
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Angela indeed is not a customer and will remain so after seeing the lack of customer service and the company's (lack) of quality products UHR has Mr*** address and phone number I am willing to speak to the Corporate Office in response to this matter I would prefer to receive a full refund
Regards,
*** ***

UHR's corporate office explained to Mr***, during a phone conversation on Friday, 2/26/16, that he is able to exercise the early buyout option and still receive his Exchange Lease item, however, there will be a premium for the exchange. Mr*** was instructed by the corporate office
that he must 1) first bring his account current and pay UHR the money that is owed as he is now days past due on his lease agreement, and 2) contact his store manager who will be able to accurately calculate the payout price with the premium once his account is in good standingMr*** said that he understood all of this, however, the store manager has not yet received a phone call from him. As previously stated, Mr*** CAN buyout early and receive his exchange lease item for a premium, however, he will need to contact the store to do so

Mr*** rented a PSfrom our *** store on 11/23/He paid $(a prorated amount due to the fact he started his lease agreement on a Monday)Per his agreement, his regular weekly payments were to be $total including taxesAll UHR lease agreements are due on Saturday,
therefore, Mr*** was due again on Saturday, 11/28/15. When Mr*** did not bring payment into the store on 11/28/15, our store attempted to contact him by phone on 11/30/to let him know his account was past due, without successThe phone number we were given should we need to contact Mr*** belonged to another person other than Mr***We went to Mr***'s home on Thursday, 12/3/to attempt to collect payment for both his missed payment on 11/28/and his upcoming weekly payment due on Saturday, 12/5/The total for the missed payment and coming payment due (of which Mr*** had use of our product for the majority of the week) is $78.65, which includes two weeks of his regular payment at $and $in late feesUHR does NOT offer daily payment optionsMr*** answered his door on 12/3/and informed our employee that he would not pay and returned the merchandise, excluding one PSgame that he has yet to return.All that being said, our *** store manager has agreed to work with Mr*** again and give him back the merchandise under two conditions: 1) He pays what is owed to UHR and therefore becomes current on his account and 2) He provides legitimate contact phone numbers and in turn, willingly communicates with the store

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** A***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below This is pointless...NO ONE SAID I HAD TO COME INTO THE STORE N PHYSICALLY REMOVE MY CARDI WAS TOLD ON MORE THAN ONE OCCASION THAT IT WAS NO LONGER ON FILE IM TIRED OF GOING BACK AND FORTH WITH THESE LIARS! BOTTOM LINE IS...WHEN I GET MY MONEY BACK, THEY WILL GET THE MERCHANDISE BACK.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

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

UHR’s Exchange program is something we have a conversation with each of our customer’s about when initiating a lease agreement. It is a program that the customer must pay a premium for in order to take advantage of the program benefits. When a customer elects the Exchange program over
the standard lease-to-own option, he or she must sign paperwork called an Exchange Addendum. In researching Mr***s complaint, we were not able to find record of him having chosen the Exchange program in that: 1) he didn’t sign an Exchange Addendum, and 2) his lease agreement is for a standard lease, not an Exchange, showing that he is not and has not been paying the Exchange premium. We certainly wish that Mr***e had chosen the Exchange option, but the good news is he still can take advantage of this great opportunity. Our records show he is not quite weeks into his week agreementMr***e would simply need to contact the store, pay the difference owed for the premium over the last weeks and have his agreement switched to an Exchange for the remainder of the lease. Our store manager, Mike Z***r, will be reaching out to Mr*** shortly to see how he can further help

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]

I would like to thank the Revdex.com for helping me to get things moving I spoke with the manager yesterday and I'm going to wait on them to bring me a good quality tv they went with another manufacturer to get me a tv however tv was not a good quality one so I will wait I thanked them for that so I'll wait I will be contacting the Revdex.com of further action until this comes to a close.    [redacted]I understand that I can reopen this complaint if needed at a later date. 
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.
Ok this company is lying the first day I received it was not in working order took them 4 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 up. They committed to arriving between ten am and twelve pm. I left my house at 12:02 pm. So I get my money taken and as usually Cincinnati Revdex.com is not going to do its job. I need an arbitrator to call me this is ludacris.
Regards,
[redacted]

Mr. Davie
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 3 days ago and, as is our standard procedure, we
submitted the order for his replacement item in advance. 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 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 availability. We will be in contact with Mr. [redacted] with the
specifics as to when this new solution can and will be fulfilled.

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 order. WhenI rented it the Manager would not take it off the truck for me to inspect he said everything is guaranteed to be working. When 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 off. I started to Mow my grass and the blade cut at an angle. I noticed loose bolts on the shield covering the pulley on the deck. I mowed a couple rows and the uneven cut got worse. I tried a swipe on the front yard and as I was completing the second swipe of the front yard the deck started to throw sparks. I called them as soon as it happened same day they delivered. They said they would look for a replacement and come and pick it up. They asked me to give them until Saturday. It was at that point they told me there were no replacements available until Monday. Then when they came to pick up the Mower there was no replacement. At 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 delivered. Now they picked it up and the when I got it back the employees told me it was a real simple fix. Now they said this mower was just picked up from service prior to coming to me. They 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 tilt. When I received the mower back the pulley cover bolts were tight and the mower cut properly I was willing to keep the mower. Now the next day they call about a Memorial Day Promotion and the lady that called me said I had a payment come due. My 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 week. She put me on Hold. The 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 Note........ Then 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 in. So I waited until 2 00 pm on Friday no Call So I called Back. Thats when I spoke to the person in charge of complaints she said she knew nothing about it and would have to call me back. In the process of me waiting for corporate the Employees came to my house to try and pick it up. My rent was not due I had paid until Saturday and they were trying to pick it up on Friday. Then 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 department. That she then offered to refund for the three days it was in service. I told her that it was not in working order when I received it and that was not acceptable. I 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 done. So they acknowledge I have received NO Money back on this. I only had three days use on the mower I expect the entire amount refunded for the week it was not in use.
Regards,
[redacted]

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.

Lease payments are always paid in advance and past due balances are obviously owed for time the merchandise was being used by the customer. The money that was charged to the customer’s credit card was 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. 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.

The issue with UHR has not been resolved.  I reached out to them on Wednesday April 19th 2017 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 5 to 7 business days.  I also read the response that was given by UHR and that is not what I was told. I made arrangements to have them pick up the merchandise on Saturday, April 15th 2017 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 2017 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 of. This occurred on or around March 30th 2017.

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 2 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]

Per our store manager, the
mower was fresh out of service and was working fine when it was initially
rented out to Mr. [redacted].  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 replacement. The 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 make. We 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. [redacted], 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 #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 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
#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.”
 
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, 5/23/15 and we would pick up the mower at the same time
since he refused to continue making payments.  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.
 
In the end, we 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.