Complaint Review: Aaron's Sales And Lease

In November 2005 I leased a range, washer and drier from Aaron's in Concord, NC. In order for them to double up on any fees they can charge, they insisted that I put these items on two contracts (range on one, washer and drier on second)instead of one. At the time, I thought they were a respectable, legitimate business offering a service for "financially challanged" individuals such as myself and saw no reason to question this request. Both contracts were set-up to be paid monthly on the 15th.

Our delivery was three days late and the wrong electrical cord was on the drier. Common enough problem but they didn't have the other cord with them. To save time we accepted delivery and told them my we would pick up the correct cord. Both delivery guys were super friendly and helpful. The office staff however, is a totally different story.

At some point in December, they "decided" to change my terms from monthly to bi-monthly. My usual contact at this branch is Jason (don't know last name) and he couldn't explain why but they began assessing late fees for both contracts ($5.00 per contract)twice a month and the phone calls began.

I had been paying my contract amount less the late fees. At the beginning, when they called regarding a past due balance I just paid what they said I owed without checking it out myself. After the second time, I went into the store, met with Jason and was given a printout of my account activity. I knew standing out their counter they had overcharged my for late fees. When I pointed this out to Jason he explained that "when a customer overpays they have to make up a line item to post the extra money." These weren't all late fees but they had to put it somewhere! Instead of allowing a customer to have a credit balance, they make up charges.

At that point, I reconciled my records including any fees allowable as per our contracts. I had overpaid these people in excess of $30.00. I faxed over a copy to Jason and began paying when I actually owed, not what they "said" I owed.

After the next call looking for more money I found a number for the regional manager and contacted him. He said he would look into the situation and try to resolve the balance issue. I offered to fax him my records but he said he would get them from Jason. I never heard another word from him and no adjustments were made to my account. When I asked Jason about it he said "they couldn't make heads or tails out of it" which doesn't necessarily suprise me based on what I know about their sense of accounting.

On April on April 25th. I contacted their corporate office via e-mail. This is the only method of contact I could find. I received a computer generated reply on the 26th. stating that someone would be contacting me shortly. They never did. I did, however, receive a nice letter from the regional manager advising me that due to my negligence in making timely payments I could either pay the contract off early (of course my payoff was incorrect) or contact them to pick up the merchandise.

After much deliberation, I chose to return their crap. Yea, I just threw $1,000+ out the window but it was a lesson learned and one I plan to share with others. We contacted them on Monday and requested they pick it up Tues. after 6PM, their drivers don't pick up that late, they wanted to do it at 3PM while I'm at work. After proving how unprofessional they are, they expected me to allow them to remove this without my presence? No way! In the event that they don't have one, I have prepared a statement for them to sign stating that the items were in excellent physical condition when they removed them from my home. After arranging for an adult to be there during the day, we offered to let them come on Wed. afternoon, their drivers don't work on Wednesdays. We still have nothing scheduled and my replacement appliances are out on the porch waiting to be moved in. After the conversation Monday, they arrived at my house while I was out to try to pick up. My son refused to allow them in. I should mention that this was after 6PM, apparently they do have drivers that work that late.

I got burnt on this deal. I don't want or expect anything from Aaron's once they pick up their merchandise. I just want to expose them for the crooked, illiterate, unethical business they run. I understand these are franchises but corporate should step in and regulate their business practices before their name in completely ruined. I don't even pull for Michael Waltrip anymore because of this and he was one of my favorites.

Beth
Kannapolis, North Carolina
U.S.A.