The complaint has been investigated and
resolved to the customer's satisfactionResolved Aarons — my experience with aarons
resolved to the customer's satisfaction
My Experience with Aarons
7/28/2011- I contacted and Aarons and asked if they had any specials that included a living room, and bedroom, and a big screen television so that I could furnish my new home that I was about to move into; I was informed that they do, and that they cost about $250/month, and that they are the Managers Special, so I told them that I would be in the next day to set up an agreement.
7/29/2011- I went into Aarons and I picked out furniture for my new home and then I was unable to get a TV as I had wanted because they said that the amount of furniture that you get when you first start out is at the Managers discretion; so I went along with the agreement, and I had The Christmas in July Giftcards, I had one from the mail for $100 and one that I had received via e-mail for $50 that I had asked previously if I could use both of them, and I was informed that I could. So I picked out my furniture and I was happy with it, I was a little sad because I couldn’t get the TV that I wanted, but I just said that I would wait the 4 months, because the store Manager stated that if I wait 4 months, then I could get a TV.
7/30/2011- I called to the location because I was inquiring about if I changed my furniture to some furniture that was less expensive would I be able to add the TV onto my agreement, I called and I asked to speak to the Manager, and Heather got on the phone, and stated that she was the Assistant Manager, and that the Manager had the weekend off, so I went ahead and informed Heather of what I was trying to do, and she stated that the Manager is the only person that has the authority to change an Agreement, and that I would have to speak with him, so I said okay
8/1/2011- I called the store Manager and asked him that if I changed my furniture to something a less expensive could I get the TV then, and he stated that could be a possibility, but if I did that then I would have to pay the difference from the Giftcards, because that promotion was over July 31st, I then stated that was just yesterday, and that I had called him on 7/30/2011 and I was informed that the store Manager is the only one that can make those changes and that I would have to call him back on Monday because he was off for the weekend, and then he stated that is correct, and I can make that change but you will have to pay the difference, so I said that was okay because I didn’t think that was fair, and I just said that I would wait.
8/4/2011- I contacted the store, because my furniture was scheduled to be delivered on 08/06/2011, but my house was not ready, so I contacted the location, and spoke with Heather again and informed her that my house would not be ready in time for me to move in at the scheduled date and time, so I wanted to know if I could change my scheduled delivery date to 08/15/2011, Heather informed me that would not be a problem.
8/13/2011- I contacted the location to find out what was the scheduled delivery time for my furniture, and I was informed that I was the first customer on the list, and that the deliveries start at 10:00am, and I then informed them that I had to be at work at 12:30 pm and asked could they please be on time, and they stated that they would be there.
8/15/2011- I was at my new house waiting on the furniture to be delivered, and the time was 10:05 am, still no Aarons, so I waited and waited, and finally at 10:45 am, I called and asked what happened to my delivery, and I was informed that the delivery guys were running behind this morning, and that they were loading up the truck and that they were on there way; 11:25 am, the delivery truck is finally pulling up, and I have an hour to be at work, so they are bringing in the furniture and the living room set is used, but the bedroom set is suppose to be brand new, so they are bringing in the box spring, and there is a hole in the bottom of the box spring, so I inform the delivery guys of that and they say you may want to call the location, so I said okay, just as I was about to call the location, the delivery guy came and told me that they had forgotten the bed rails to the bed so they were going to have to come back, and I asked how long was it going to take because I had to go to work, and they said that they were sorry, and that they could have another driver from the store bring the rails. So finally at 12:17 pm the other delivery guy gets there with the rails, and then I also informed him that the box spring has a hole in it, and he looked at it and he said to call the store, so I called the store and I spoke to Heather, and she stated that she could either give me a $5 discount off each payment, or give me another box spring, and seeing that I had already had to call off of work at this point for being stuck dealing with Aarons all morning I just said forget it just give me the discount, and then I asked her if it would be okay if I could make my first payment on September 15, 2011 instead of September 1, 2011, because I had a few things to come up, and she said that was fine, and that the two weeks between August 15, 2011 and September 1, 2011 she would add those to the end of the agreement.
8/24/2011- I received an estatement in my e-mail stating that make account was due on September 1, 2011.
8/25/2011- I contacted the location and I spoke with Harold, and he stated that he remembers the phone call, and that he would take care of it, and that I would be due on the 15th.
9/1/2011- I was at home, and I noticed that my bed looked like it was leaning, so I got down and looked under the bed, and the rails were falling apart, because all of the screws were not put in when the bed was put together, so I said that I had to make a mental note to call them the next day.
9/2/2011- Before I could call Aarons, I received a phone call stating that this was a courtesy reminder that my Renewal payment was due on 9/1/2011, I informed them of the situation and told them that I had spoken with Harold, and I asked them if they had read the notes in the system, and they stated that there are no notes in the system; so I asked to speak to Harold, and Harold stated that the note was in the system, and then he pulled up the note and read the note to me, then I asked when would somebody be available to come and fix the bed because it was not put together correctly. Harold then stated that he would have the service department contact me, and then Harold stated Mrs. Ford other that everything is straight the note is in the system, and you are due on the 15th.
9/3/2011- I received a phone call stating that my renewal payment was due, and what time was I coming in to make the payment, so I had to go over the same scenario as the day before going all the way back to August 15, 2011 with the phone call with Heather, then to August 25, 2011 to the phone call with Harold. This time the phone call was a little more intense than the day before, and I asked why do you guys keep calling me about the same thing when there is a note in the system, and when is the service department going to call me, so then they stated the service department never called you and informed them that they had not, so then I was placed on hold and the service Manager who I believe name is Justin got on the phone and said that somebody would be out on 9/6/2011 between 10am-3pm to fix the bed.
9/3/2011- Not even an hour later from the first phone call, I received another phone call, asking what time can I come in to make my payment, then I asked are you reading the notes and the guy said what notes, there are no notes, so then I asked to speak to Harold, and I was like Harold what is going on, I keep getting phone calls and everybody is saying that they don’t see the note, and then Harold stated okay I am looking at the account right now, and the note is in there, then he said what happened was this Mrs.Ford in July they gave you a credit for your box spring in the amount of $100, and I then informed Harold that was not true, and that I had gotten the furniture on August 15, 2011, and that there was a hole in the box spring then and that the $100 credit that he was seeing was from the giftcards that I had brought in, and then Harold asked me to hold on again, so I did. Harold came back to the phone and said okay Mrs. Ford I have everything taken care of, I then informed Harold that I was very dissatisfied with the level of service and professionalism that I was receiving from Aarons, and that if Heather was unable to accommodate me, then she should not have informed me that she could, and Harold said Mrs. Ford I do apologize for the inconvenience, but I do remember the conversation, and then I stated to Harold that it was nothing personal towards him, but I needed to speak with the Corporate Office or a Regional Manager, and Harold gave me the number for Brad Market ; I attempted to contact Brad Market on 9/3/2011, but I was informed by a woman at that location that Brad had left for the day, but that she would send him an e-mail informing him to contact me, and she took down my contact number as well as my name.
9/6/2011- The repairmen came to my house and when I opened the door, they stated that they were there to pick up my furniture, and said no your suppose to be here to fix my bed, and he asked the other guy who was with him if he had his cell on him, and I said I need to call them as well, and then when I called and somebody picked up the phone at the store the delivery guy said that was his mistake he read the sheet wrong, so I informed the guy on the phone that was okay, and then I hung up. So then the repair guys started to fix the bed, and then when they were finished they said we have to bring another rail out here, so Justin from our service department will call you.
9/7/2011- I came home from work, and had a door tag on my door saying that they had came by.
9/8/2011- I called Aarons to see why they had came by my house, and the guy on the phone pulled up my account and then he said that they came by because I was past due, and that they just wanted to know when I was coming in to make a payment, I then informed him that he should review the notes, and that I just need to know why they came to my house, and he said oh it was for a service, I said that I was informed that Justin would call me to set up an appointment, and that never happened, and then he put me on hold, and then he came back to the phone, and said that somebody would be there between 10-3 on 9/9/2011.
9/9/2011- I called up to Aarons to find out what my exact amount due monthly was, and then the guy who answered the phone asked for my information, and he looked everything up, and then he said that my amount due was $294.xx, and what time was I coming in to pay that today? I told him that I am not coming in today and that I am not scheduled to come in until the 15th, and then I told him that I didn’t know the exact amount, but I do know that it was not as much as he said it was, and I told him to review the notes, and then he placed me on hold, and then he got back on the phone, and said that there is no notes and then he stated that the General Manager said that you are due on the 1st so your past due, and then I asked may I speak to him because apparently neither one of you know what you are talking about, then he repeated what I said and started snickering, and then the General Manager got on the line, said yes Mrs. Ford you are due on the 1st, you came in on July 29th and started this agreement and you paid up until September 1, 2011, and then I asked him was he going to let me talk, and he said yes go ahead, I asked him why did Heather tell me that then, and he stated that he spoke with Heather and that Heather informed him that she never had that conversation with me, about me changing my due date, and I said well if Heather is informing you of that than she is lying to you, and then I said that even Harold is aware of the situation and he said that Harold said that he never spoke with me about this situation, I said are you serious, and he said yes, I said okay I am not going to even worry about it, I said I am just going to continue to contact Brad Martin the Regional Manager as I have been doing, because I am tired of this whole situation, and then I informed him that for Harold to say that he never spoke with me about this, he is the one who gave me the contact information for the Regional Manager, and then he was being sarcastic and stated really so when did you speak to the Regional Manager, because he is on vacation, and I informed him that I spoke to the Regional Manager last Friday, and I said that there is a woman at the Regional Managers store that sends him e-mails when he is not in, so he is getting my message, then he stated well nobody at this store has the authority to send e-mails to the Regional Manager except for him, and I informed him that I didn’t say that anybody from his store sent the e-mail, I informed him that the e-mail was sent from the Regional Managers store. Then the General Manager stated okay Mrs. Ford your account is due on the 15th, and let the Regional Manager make any other adjustment that you need made, and you don’t have to worry about anybody at this location anymore, because I am transferring you over to the Mayfair Plaza store and it is closer to your house, I said that is fine, but I am still calling the Regional Manager, and then he said that there is no reason for me to contact the Regional Manager because I no longer have to deal with them, and I informed him that I was calling, because I feel like the Regional Manager needs to made aware of how you treat your customers especially ones that are new, and he needs to be aware of the unprofessionalism and rudeness and the quality of care that is coming from that store, and he stated okay Mrs. Ford you have a good night. I then contacted Logan at the Regional Managers store, and I informed him partially of what was going on, and then he stated that he would also send an e-mail to the Regional Manager, I am very disappointed by this whole Calendar of Events that has taken place with this company, and I do not appreciate it at all, and I wish that something would be done for this, I am a paying customer and I work hard for my money, and this money that I am paying to help keep this corporation going, and they way that I have been treated all the way back to August 1, 2011 is just completely unacceptable, and this will be heard. Because I work for a major corporation, and if my business manager even thought for one second that we were mistreating our members I wouldn’t have a job, so my thing with that is if you don’t know how to treat people you shouldn’t deal with the public, maybe you should have a back end job and not frontline where you represent your company, because the impression that I have of Aarons at this point sucks badly. And I don’t believe that I am going to remain a customer there, I will take my business to the competitor before I am a disrespected paying custome