Aaron's Rent To Own Complaint - How Aaron's Rent to Own is losing a Loyal customer
Resolution Update on 10/11/2010:
Its amazing when the right people are called and a poor review is posted. Within less than 24 hours of writting this review. Aaron's has notified me that they are on their way to another store to pickup my new Philip's 46 inch tv, and at no cost. I cannot believe this took so long to remedy,but with the right call was closed in a matter of hours. Thanks Aaron's you still have my business.
DURANT, OKLAHOMA -- Two years ago I purchased a new Philips 46 inch LCD flat screen with ambilight from Aaron's rent to own, store location Co528, Durant, Oklahoma. The store and the TV were great, I had a few payments left on it and it began to have playability issues. At this time it was still under Philips's warranty. Aaron's came and took the TV. Two weeks later they brought it back and said it was repaired. Well, it wasn't, so they loaded it back up and sent it back to their repair center, which is in Oklahoma City. Another two weeks go by and they brought it back, we hook it up, NOT REPAIRED! So they took the TV back to their store where it sat for 1 month. At this time the Aaron's store was having store manager issues and my TV was forgotten. After another week I called and the service employee handling my set decides to send it to a private repair center, where they had it for over a month. No one calls. I called the store and talked to the new store manager and he had no idea that my TV had been sent off 3 times. So I personally call the repair store, after getting the name from the tech at the durant location. I talk to him he said "well I haven't got to look at it." Now it has been 1 month and 20 days. I let him know what the issue is with the TV. He said he would look at it. Three more weeks go by. No one calls. I had to call. I now been without the TV for 2 months, that only had two more payments, (over 2200.00),and no one has a clue why it is taking to long to get it replaced. So I found the name of the head of the Store management positions corporate located in NewYork. I call him and he is outraged that no one has done anything about the TV. He told me to call the Aaron's hotline. The next morning I get a call from the Regional manager oF Aaron's for my area. I tell him the situation. I tell him that some repair center in Howe, Texas, has my TV. He says give me a couple of days and I will get back to you. 1 week goes by and of course no call. So I call and find out the store had picked up the TV and had sent it back to Oklahoma c
City repair center and that the TV was deemed not repairable and that Aaron's was sending me a used TV of a similar quality. I then advised them that the TV was still
under manufacturers warranty when brought in, and that I hoped that their service guys were Philips certified reps. He, regional manager, said oh yeah they are. I asked why is Philips not the ones replacing the TV due to their warranty. He, regional manager didn't have an answer for that. Now it has been 4 months. Philips deemed the set not repairable and sent Arrons a credit. Now this only took 1 WEEK.(first of September)for Aaron's to get the credit. I personally spoke to the Philips area Manager out of California, and he said the credit was issued. For 4 1/2 weeks Aaron's had the credit in their system and I am still without a resolution. Now it has been 5 months, that I have been without a TV that I paid over $2200.00 for. NOT ONCE was I ever called in this 5 month time where I did not have to instigate the call. I had to instigate every contact made. So I called the regional manager and asked why it was taking so long to get the credit because I know Aaron's has had it for 5 weeks. He then lets me know that he has to look at the price of the credit, because he doesn't want to hurt the store, and screw them out of a new TV or their profit margin(HIS EXACT WORDS), he had the gaul to say I need to be fair. I could not believe he was telling me this, but I didn't raise my voice or anything. I was told yesterday that a credit was issued for $999.99 for the TV they scrapped. I remained calm. I then called and asked the store manager, since we have had so many problems, could we use the credit toward a new TV, and that since we have been very understanding and calm about this foolish way that Aaron's has handled this situation, to offer the TV at the employees discount. The store manager said I am surprised you are even thinking of continuing business with Aarons. I told him well we have used Aarons to purchase most of our household furnishing, and we like doing business with this store, until this it has been quite enjoyable. The store manager told me, I don't have a problem with that, I think its only fair. Let me run it by the regional manager, and I am sure he will think the same. Well let me tell you what he had to say. "I will not lower the regular retail price, no discount! under no circumstances". I cannot believe after all that I HAD TO DO to get the TV looked at by Philips so their warranty would handle it, he wasn't even offering some help. I don't want a free TV. I'm just upset that I have paid the Aaron's company $2200.00 for a 999.99 TV and the regional manager is afaid of loosing money. I would sure hate the owner of the Aaron's Corporation to find out this employee is losing good, loyal customers over a 450.00 discount, that is the difference between the employee and retail price, after making a full 100% profit on the one before and I don't even have it. The regional manager doesn't even realize if he would have treated us with SOME COMMON COURTESY, we would be right back in that store in less than a month buying our daughters bed. I see the commercials with the Owner of Aaron's on TV and I find it really hard to believe if he knew this was happening, the result wouldn't be different. I have yet to receive any acceptable remedy to this situation.