Rent A Center Paying for Washer 8 months now still don't have it LIES ALL LIES Ripoff Danbury Connecticut
On December 6th 2006 my front loader Whirlpool Duet was picked up from my home to have the water pump replaced. I'd had this washer/dryer pair since May of 2005. The store manager Dave helped deliver them to my house brand new in the box. I had paid on them all that time no problem.
I was 9 months pregnant when the washer started having issues draining in November 06. Knowing I had a bunch of children ( the need for this big monster size washer ) and I had just had a new baby ( 12/2/06) they picked up my washer and didn't have a loaner for me. I was promised we'll try and get you one soon. Well I couldn't wait obviously so I got my own loaner else where.
With the new baby and the holidays I didin't really ask about it till the first week of January. At that point I was told by Dave oh it probably just went out for sevice it'll be back in a week or two. Time goes by no washer.
Around the end of February my 60 in TV just starts going nuts. I have to wait 2 days for them to pick it up and bring me a loaner. But eureeka my washer is back and ready. Scheduled delivery day comes and they have the loaner TV off the truck. I'm all excited my washer is back.
WRONG!!
They drop off the the lift gate literally a washer like mine that looks like hell. Before they dropped it off the raised lift it was dented, rusted in a dented section around the top edge and scratched.
I won't accept it of course. I call the store and Dave says it's finally the loaner not my machine. He can't locate my machine service dept doesn't know what happened he'll get back to me Monday. Now Dave had told me on the phone when I called about the TV it was my machine finally back but arguing isn't going to help so at this point I wait.
Monday comes no call. Tuesday I call. An associate tells me what happened is my machine came back and they took it by accident to someone else for rental as soon as it came back from service. That was Dec or Jan still not sure when. Now I'm so pissed! They're collecting rent from me and someone else for the same machine. The serial number is on my contract and someone elses?
Dave calls me Friday he'll fix it, he'll order me a brand new one and just swap the number on my contract. No extra weeks just a swap for a new one. It's on order, at least 3 seperate times, he tell's me should be here in 10 days tops usaully when I order.
Oh no we don't carry it any more!!
Finally a loaner is delivered in the middle of March as the one I'd gotten on my own died. I called up demanding a loaner they delivered it that week. This thing is falling apart. It has no securements on the sides so they flap. The top ( it's a top loader not a front loader ) is held in by just the wire harness. I've complained every week since it came that it's scary. I'm worried everytime I use it I'll have a fire. It has no legs so you can't balance it. Just junk.
In the mean time I've heard one story after another from Dave. All kinds of promises. Blaming everyone else.
He'll get me the Whirlpool Duets Sport model. My Duet takes up to 16 pairs of jeans the Sport they carry only 10. I looked up the model on Whirlpool site. Wait his store has to much inventory he can't order right now, in a couple weeks. Oh I've ordered it only it just never arrives. I ask and I'm just given the run around by every single employee in that store at one point or another.
Finally on 8/4/07 I go in an pay my weekly bill. Dave take me in the back room and shows me a machine. I agree to take a used front loader. He says it just came back from service it's in great shape. We set up delivery for Tuesday 8/7/07 between 2:00 & 4:00.
At 5:00 on Tuesday I call and am told to bad you were scheduled for 2 to 4. We called you on the phone to confirm & you didn't answer. It's 5:00 your not getting it today, maybe tommorow. I ask for the manager above the store manager's phonew number. I'm flat out refused that info by the same woman who 2 weeks before offered it to me.
I've rented since 96 and never once did anyone call me to confirm delivery. Suddenly it's policy. The funny thing is I have caller ID and voice mail. They have my home and cell numbers. No one called me, no message.
Called the customer service number and after a half hour on hold used the option to leave a message. I finally got in touch with the noreast regional manager after abunch of phone calls to different stores. Now I wait till tomorrow.
Why isn't anyone suing? No class action suit? I'm contacting consumer affairs and a lawyer.
Mary
Danbury, Connecticut
U.S.A.
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7 Updates & Rebuttals
Ex-aaronemployee
HOUSTON,Texas,
U.S.A.
call the corporate office in Plano Texas
#8UPDATE EX-employee responds
Sat, August 11, 2007
call RAC coporate office in Plano, Texas and ask them what they plan on doing to remedy the situation! This will get your problem resolved regardless whos on vacation.
Mary
Danbury,Connecticut,
U.S.A.
Still being robbed!
#8Author of original report
Thu, August 09, 2007
On 8/8/07 they delivered a washer to me. It has cosmetic issues and is not the one I sent in for service. I recieved apology from Manager Dave but not even an offer of credit towards my account.
If they had just made good and found me a good condition used machine, delivered as promised and offered free time to make up for the 14 weeks I had no washer I'd have been content. I still feel taken and frankly like my being a loyal customer for 11 years means nothing.
I started with RAC because I had no work history and no credit history.
I still deal with RAC because I see it as the same as buying on a credit card, high interest but paid quicker and the weekly payments work for me.
At this point I'm going to letter write and leave a message for Daves manager who's on vacation. I don't think it will get me anywhere though. I spoke to the manager of the entire northeast region and all I got was an apology and a crap machine.
Aafes
Viernheim,Europe,
U.S.A.
Ripped off over and over
#8Consumer Comment
Thu, August 09, 2007
You are being ripped off over and over.
First, you need to bet serious with these guys, this store in particular is taking advantage of you. If you were to be late on payments they would insist you fulfill YOUR agreement at ONCE. Yet, they are simply taking money from you at this point and laughing at you on their way to the bank with it.
Second, "customer service" from RAC is virtually non existent. In the rent to own market they literaly see you coming. The minute you walk in the door they know the likelihood is that you are low income, with little to no credit, and feel you have few other options. They prey on you like a predator on the weakest in the herd.
The money you have spent on payments, for an item you do not have would have purchased a new machine. Check your area for appliance repair centers which refurbish these items. You can even often find a large load machine similar to those in a laundromat for a reasonable price, often with a warranty from the repair center.
TAKE THEM TO TASK FOR YOUR MONEY! Write a letter to your state attorney general's consumer division. The rent to own market has a very bad reputation and they are not well liked by politicians. Send a copy to RAC corporate HQ. You will likely get some action by writing these letters.
Oh, and ignore the twit that is posting replies for RAC, he has no idea what he is saying.
Videostoreguy81
Gainesville,Florida,
U.S.A.
One clairification
#8UPDATE Employee
Thu, August 09, 2007
I wont go into much detail but i will inform you that the Standard Duet Washer is no longer availible for order through normal channels at Rent A Center, only the new sport model. However with reginal approval it can still be special ordered (this will take quite some time though) Just thought i'd let you know
Videostoreguy81
Gainesville,Florida,
U.S.A.
One clairification
#8UPDATE Employee
Thu, August 09, 2007
I wont go into much detail but i will inform you that the Standard Duet Washer is no longer availible for order through normal channels at Rent A Center, only the new sport model. However with reginal approval it can still be special ordered (this will take quite some time though) Just thought i'd let you know
Videostoreguy81
Gainesville,Florida,
U.S.A.
One clairification
#8UPDATE Employee
Thu, August 09, 2007
I wont go into much detail but i will inform you that the Standard Duet Washer is no longer availible for order through normal channels at Rent A Center, only the new sport model. However with reginal approval it can still be special ordered (this will take quite some time though) Just thought i'd let you know
D
_______,North Carolina,
U.S.A.
Service Issues
#8UPDATE Employee
Wed, August 08, 2007
Hello Mary,
A few items don't add up on what's going on with the store up there. You said the store stated they re-rented your washer? I do agree with you that the serial number would be listed under your name in the computer @ the store. If someone tries to rent an item that is already under rent, the computer will not let them do it. If they delivered the washer that you were renting, then someone up there is not checking serial numbers and they need to get the original washer machine back.
I just wanted to say when you called the customer care line, you did the right thing. Hopefully the District or Regional Manager will get things right for you as soon as possible. After this situation is settled, you may want to look into transferring your account to a different RAC store. You can do so by talking to the Store Manager at the different location.
Hope this helps.