Aaron's Rental
Used computer sold as new still held another person's documents

I purchased (rent to own) a new Compaq Presario desktop computer system from Aaron's Sales & Lease Ownership located at 9051-1 West Broad St, Richmond VA. The computer was delivered to my home on Friday. The monitor box was sealed, but the CPU box was already open. I set up my new computer on my desk. It came with three months of free AOL, and the disk was included because it was not preinstalled on the computer. I proceeded to install AOL, but the CD-RW drive did not work. The light came on, but it could not read the disk. I then tried to install it manually by going to the control panel and add new programs. The drive still could not read the disk. I put in a music CD, and it did not play.

The computer came with a 1 year warranty from Compaq and an extended 60-day warranty from Aaron's after the 1 year. I called Aaron's and spoke to Vernon Clark, the salesman who sold me the computer. He gave me the number to Compaq technical support to call and told me to get a case number if the problem was not resolved. He said that if they could not fix it, I should call him back and he would give me a loaner computer until mine was fixed, so that I would not be without a computer.

I called Compaq support and stayed on the phone with them for about an hour. We did different things to see if we could fix the drive. The last thing we did was a system restore, in case something had happened and it would fix any changes. If the computer was new, it should not have had any changes. When the system restore process was over, the background was different, and AOL and AOL broadband were on the computer. This told us that someone had had this computer previously and that it was not new. The Compaq technical support man also told me the warranty had started 3 months ago, and I had just purchased the computer 3 days ago. That gave me another warning that it was used. The CD-RW drive could not be fixed and needed to be replaced.

I called Vernon Clark back, and he said to bring in the computer and he would give me a loaner. I pulled up to the front of the store, and another salesman took the computer out of my car and carried it inside. I parked my car, and when I came inside, Vernon had put another computer in my box and told me this was going to be my permanent merchandise exchange, so I would not have to make another trip. He said the computer was the same as the one I had and was also new. He gave me the paperwork that showed the CPU I turned in and the one it was switched with. He signed the copy and gave it to me, and I signed a copy for the files. He also told me the same problem had happened a couple of times that week with previous customers. This also made me suspicious.

When I came home, I plugged in the computer. I went to my documents, and to my surprise it had twenty-two personal documents there. If this was a new computer, it would not have any documents on it. I opened one of the documents, and it was a woman's financial aid papers for college. The application had tons of personal information in it. It included her full name, address, phone, social security number, driver's license number, parents' information, and previous tax year information. I was so shocked and upset. I immediately called Aaron's to tell Vernon, but he was unloading a truck and I could not wait for him to return my call.

I spoke to the sales lady who answered the phone, named Katheryn. I told her the situation, and she asked me to read the number off the computer that was on a sticker. There was no sticker, but the number was handwritten on the bottom of the computer with a black marker, which she said was their inventory number. She typed the number into the computer and told me this was a used computer and that it came from another store. She apologized and said she did not know why he sold me a used computer or why that information was still on it. She said they usually refurbish the computers before they are resold to make sure everything is working and restored to the original settings. She was not sure of the procedure they followed to do this. She asked me what I wanted to do, and I told her that at this point I did not know. She said she understood and that she would have the manager call me back. All of this happened on Friday.

On Saturday after 2 pm I still had not heard from anyone at Aaron's, so I went to the store to speak to them in person. Vernon said he was sorry, that he did not know it was used, and that he would give me a brand new computer and call it a day. I said no, we were not going to call it a day, and that I needed to talk to the manager. He told me she was with a customer and would be right with me. He also told me he had informed her of what happened. She came to the sales counter and asked if she could help me. I told her that I thought we needed to go behind closed doors to talk about this, and she said OK, very sarcastically. She acted as though this was no big deal.

Instead of getting right to the core of the problem, I wanted to find out some details on company procedure. I asked whether there was a procedure they follow when they get a computer back from someone before they resell it. She said they just close it out. (What that means, I do not know.) She would not give me any helpful information to help me understand how this all happened. We were sitting around a table, and she did not take notes or anything. The only thing she said was that Vernon did not know the computer was used. She said she had closed it out, so she was the only one who knew. That brings up the question of what procedure they have in place to make sure this kind of thing does not happen. I am sure this kind of business gets computers back all the time, so I know they know what to do from there. I know the manager was trying to cover for Vernon. You cannot cover up the facts. The manager asked me whether I wanted a new computer or wanted to keep the one I had. She said that if I wanted to keep the one I had, I could bring it in and they would delete everything off of it.

Vernon tried to sell me a used computer and charge me for a new computer, and that was one problem. The second problem was the computer with personal information on it. The world today is not the same as it was years ago, when people had morals and values. Aaron's is a rent-to-own store that does no credit check. Everyone is approved to rent from them. We hear every day about identity theft, murders, stalkers, and credit card fraud. If this computer had been given to the wrong person, they could get credit cards, apply for loans, or anything they wanted in this person's name. They have different kinds of spyware on computers to steal your personal information, and Aaron's just gives people computers without checking them out. This may be a one-time thing, but what if it is not? I do understand that consumers should delete their personal information before turning a computer back in, but the company also has a responsibility to consumers to protect their privacy. The way I look at it, this could have been my information or yours given to a serial killer, an identity thief, or someone in need of money who wants to use your credit. All that is necessary for the triumph of evil is that good people sit back and do nothing about it.

The following is the mission statement for Aaron's.

Our Promise

We promise your total satisfaction by always providing the highest level of service, a large selection of name brand products and the guaranteed lowest price.

Our Mission

We will grow Aaron's into the premier, market-dominant company in our industry, recognized by our customers and peers, as the standard bearer of integrity, honesty and fairness by...

Establishing superior operating standards
Executing in detail our proven systems, promise and program
Ensuring we meet our responsibilities to shareholders, customers and associates
Exporting new opportunities
Embracing each community by giving back to its citizens.

Corporate offices do not know what is going on at the local level if customers do not give feedback, the good and the bad. After reviewing their promise, I feel they have failed me and the other parties involved. Their mission is to be recognized as the standard bearer of integrity, honesty, and fairness. That is not happening at the West Broad location, as stated above.

Why did the salesman try to sell me a used computer the first time? Why did he try to sell me a computer the second time? Why did she look in the system and see the computer was used, but the manager and the salesman swear he did not know it was used? What if I was a criminal? I did not have to hack anyone's computer, follow anyone, steal their purse, or anything. They just gave me all the information I needed to get a loan, a credit card, and everything else I wanted on a silver platter. This is unacceptable, and telling me you are sorry will not justify what happened here.

I already have a 15 monitor at home. I did not need another one the same size, but Vernon told me the computer came as a set and he could not break it up. The manager agreed to take back the monitor since I did not need it. They do this from time to time but try to sell everything as a package. She then had to adjust the price of the CPU. She charged me for a used one instead of a new computer, which was only a 9 dollar difference. Nine dollars does not justify what has happened.

My mother had a similar experience at the Midlothian location, also in Richmond, Virginia. After she paid her computer off, it crashed. She called Dell. They told her the computer belonged to someone else in Florida, who had purchased it 1 year before she had it. They sold her the computer and told her it was new. She is not computer literate, so she did not find out until she had problems with it.

They are the cheapest rental company in Richmond, so I stepped out on faith to do business with them. I also recommended a friend who came in later that day and purchased a laptop from them, and this is how I was treated. They did not show me any type of remorse, sympathy, professionalism, or anything of the sort.

I believe in customer satisfaction. Without us they would not have a job. Sometimes the customer is not always right, but they need to treat that customer with respect and let them know that they are appreciated. In this case I know I am right in saying that Vernon tried to get over on me twice and his manager tried to cover for him. They wanted me to just forget about it like it is no big deal. If I do not do or say anything about this, they will continue to do it to others, and that is not right.

If the manager had been professional, admitted that they were wrong, and assured me this is not the kind of thing that goes on at their facility, I would have felt differently about the company and the situation. She also should have given me the steps she would take to see why this happened and given me more assurance that this would not happen again. As of now I feel it will happen again and again. This is very serious and needs to be addressed.

I am going back to school, and I feel the least they can do is take the used computer back and give me a brand new computer, with a monitor, free of charge. By doing this, they will show me that they are truly sorry for trying to use me and for their negligence in giving me a computer with personal information on it. This will open their eyes to being loyal to their customers, and they will take their individual jobs more seriously. I hope they appreciate the fact that I let them know what happened, and that they will look further into what happened at the store level and correct, or get rid of, the problem.

I had the used computer until 2 days ago. In reality, I had the computer since the end of August. As a company they should have picked up the computer or asked me to bring it in immediately. It still had the woman's information on it, as well as all other information she may have saved to the hard drive. They did not check it at all, so they do not know if it has any viruses or if any programs are missing. Yet they are still looking for me to pay on it every two weeks until it is paid off in twelve months. I should not have to pay for someone else's mistakes.

I finally got in touch with a news channel in the area, WWBT 12. They have a program called 12 on Your Side where they deal with consumer issues. They came to my house, interviewed me, and looked at the paperwork that came with the computer. Everything said new, not used or refurbished. They went to the home of the woman whose information it was, and she was angry. Then they went to Aaron's and spoke with the manager. She stated that they do erase information off of the computers before reselling. When asked why this information was on mine, she had nothing else to say.

That is when the district manager finally contacted me, wanting to swap out the computer before 5:30 pm the same day. Let me remind you that the segment was going to air at 6 pm and it was already 4 pm. I called him the next day, and he wanted to give me another computer. This is the 3rd computer I have received. This one is new. But what about the information left on the other computer? If I do not pay my bill, will they erase my information or just sell it to the next person? He apologized, but you could tell it was fake. When I went to the store to pick up the 3rd computer, the manager did not apologize or thank me for my business or anything. She acted like nothing ever happened.

They told the news channel that they gave me the computer half off. If you take 50% off the original price, that is half off. If you take something back, of course I am not going to pay for it. Nine dollars off is not half price off of the computer. Since they said they gave me the computer for half off, they need to give me the monitor free.

I want justice, and I want them to live up to their word.

Is this a company you want to do business with? Is this a company you want in your neighborhood? If you are a business in the same area, is this how you want them to treat your customers? What happened to ethics, social responsibility to your customers, or just being fair?

I am in college, and the price is cheaper than the other rental companies. That is the only reason I am still with them. I will continue to make my stand until justice has been done. If I do decide to go to another company, I will delete the hard drive information myself.

Please do not do business with Aaron's, at any location, especially Richmond. There are rip-off reports for lots of locations. This company is out for the money with no concern for your privacy.

Vernon Clark now has his own store... The cycle is continuing in Richmond.

Company: Aaron's Rental
Country: USA
State: Virginia
City: Richmond
Address: 9051-1 West Broad St
Phone: 8045277836

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