Report: #1042300

Complaint Review: Aaron's Lease

  • Submitted: Wed, April 10, 2013
  • Updated: Sat, April 13, 2013
  • Reported By: disgusted — Hampton Virginia
  • Aaron's Lease
    HAMPTON 2712 W. MERCURY BLVD. | 7578267544
    Hampton, Virginia
    United States of America

Aaron's Lease Aarons Rent to own TV broken, took 4 phone calls to get loaner, now Loaner is broken Hampton, Virginia

*Author of original report: It took three days, but I got it all resolved. =)

Show customers why they should trust your business over your competitors...

I have been with Aaron's for the last 17 (?) months. I have two TVs from them, and all seemed to be fine. I paid my bills on time, and when I knew I may have been a day late with a payment, I CALLED. If I forgot (which I have done ONCE) they called me, I answered, and told them I would be in the next day.... and I was. 

Now the larger of my two TVs started acting wonky, flipping between inputs and shutting off on its own. I called the store shortly after the first week in February, only to be told over the phone there is nothing they can do unless it happens all the time. The TV was flipping randomly, sometimes once a day, and sometimes once every three or four days. I wasn't some TV psychic... I could not anticipate when it would happen. 

Forward to April, nearly two months after I called, and finally spoke to Jeremy (nice guy, btw!). Jeremy arranged for pickup, and exchange, while my TV goes to service. I told him that I am working 6-7 days a week, and if he could come by before a set time (TWO DAYS LATER) I would try to be home. 

I said be there by noon. 

It was quarter to one when they showed. ( I already called my boss and told her I would be at work at two and close  if she could just wait for me, I was waiting on AArons)

strike one.

They put MY TV I intend to pay for on the gravel outside, scratching the bottom up. 

strike two. 

The "loaner" was also put on the gravel, and when they put it on my stand, they scratched the glass on the top.

strike three.

The Loaner was so dirty, I am refusing to touch it. It looks like someone puked on the screen. Doesn't really matter if I clean it at this point, it does not work. 

They dropped the TV off Friday, and on Saturday it shut off for the first time. 

I got it on after 30 minutes of playing with it, but then it shut off again on Sunday. I tried calling the store, but alas, they were closed. 

On Monday, I had other pressing engagements and did not even see the TV until 5am Tuesday. It was off, and blinking yellow. I called the store manager (Mr. Frasier) and was told he would be out in "tomorrow". Never asked for a time I would be available, I told him it was my ONLY day off this week, and I had errands i needed to run. He just replied "ok" and hung up. 

strike four. 

I called corporate, asking for their district manager. I was told they would call me by 4pm ,and guess what? no call. I called again, and nobody answered. figures. 

So I waited. On my day off. when I have a ton of stuff that requires me to leave my house. 

and nobody showed. At one PM, I called the store only to be told i was to be seen :between 3pm and 7pm:

so I left my house, and did everything I could in an hour... it was not much. 

at 6:59 I wrote a note and taped it to my door. I told them that it was 7, they were late, and I was not answering my door. I called corporate, and I figured they owed me my salary for waiting on my day off, seeing as I was forced to be in a building I did not want to be in all day....much like work. 

The truck showed up at 7:22. I refused to answer my door, and the associate signed the note "Frasier"...indicating that Mr Frasier himself came to the door... hmmph.

I think that I made a mistake in choosing Aarons to deal with. I shopped around for the perfect TV as a gift for my wife, and they had the best deal with payments I can afford. I paid way too much already to just end the contract, all I wanted was an answer, and timely service. I am tired of the few times I actually needed something, they take days to get back to you. On the other hand, based on these other reports here, they have no problem calling you when they want their money. 

I hate to say it, but RAC may have been more expensive, but the few times I needed them, they came. The same day. And the stuff I paid for years ago still works. 

I think I am calling my old RAC tonight to tell them I am sorry, and let me come back to them as a customer. They NEVER called my references. (which, Mr. Frasier told me when I was signing my contract is something Aarons NEVER does!)....gulp. Hope I am never that late.. I dont want to find out if they really call them or not..
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#1 Author of original report

It took three days, but I got it all resolved. =)

AUTHOR: disgusted - ()

After three days of missed calls, voicemails and finally "scheduling" a time to speak to the Regional Manager, I got my issues fixed. 

Kevin (the RM) listened to my rant, and was actually quiet while I spoke. (For a while, I must admit)

When I stated it all boiled down to me not having a working TV, and that I am paying for something that I cannot enjoy, he gave me a time that worked for me, and a promise a new TV will be delivered WITHIN that promised time, and not right at the end. Kevin stated that he would speak to the Store manager, and everything would be taken care of. 

So... here it is, a half hour before the guys were supposed to come out, and my TV is here. Granted, I am paying for a 60in, and they delivered a 50in loaner, but I am happy. I can actually watch it, and its not shutting off, and its not making funny noises, so all is well. 

I appreciate the fact that Kevin realized that the little time I have is precious, and I actually enjoy watching TV to relax. 

So, Thank You, Kevin. You got the results that I have been asking for. 

(And thanks for realizing AND VOCALIZING that my account is in good standing, and I am a model customer! I know that shouldn't be a reason for your manager to treat me any different, but I feel better all the same.)
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