My wife and I were vacationing in Gatlinburg, We rented a video shortly before closing time on 3/21, a new release "TWILIGHT" from Glades Video, down the street from our cabin. When we arrived home we starting watching the video which seem to be having trouble playing. We tried to call the store but they were closed. The next day we returned to the store and they were still closed, so we deposited the video in the drop box. I called the store a short time later and left a message stating that we wanted a refund as the video would not play correctly. I never received a call back, a letter or anything. The video rental was only $3.83 and so my wife and I decided it was not worth the hassle to try and pursue it so we simply let it go. We started to reconcile our account this month and discovered not only a $3.83 charge, but 5 DAYS LATER, another charge for $19.70. I immediately called the store, again got the answering machine, left a message. I placed this call at 8:25AM in the morning. I never received a call-back (SURPRISE-SOUNDS FAMILIAR), so at 4:50PM I called the store again, someone named "DAVE" answered the phone. I asked DAVE if he was the owner and he stated the owner was "OUT" on service calls. I explained that I had called first thing and left a message regarding a disputed charge and never received a call back. "DAVE" says oh yea was your name, "@*#$&", the owner got your message but he didn't have time to call you back (NO SURPRISE) and that you rented a video and returned it scratched. I explained to "DAVE" that we returned the video in the same condition it was rented in and he had no comment other than, "I JUST WORK HERE". So i told him I wanted a call from the owner. GUESS WHAT (NO SURPRISE) I have yet to receive a call. My question is if in fact they charged my card, without my authorization, for a damaged video that was returned on 3/22, why did they wait until 3/26. They did not attempt to call me or contact me, so they were not waiting on a callback or explanation from me. I further had already left a message the same day it was returned stating it would not play, however I never got a call back. I believe this guy does this to people from out of town, thinking they wont be coming back to the store so what does he have to lose. He gets an extra $20.00 and most people probably never even notice the charge on their account. Well we did and we are not going to just let this slide. I have already filed a complaint with the Better Business Bureau. I am sending a registered letter to the business and if I get no response then I am filing a complaint with the Attorney General's office. I realize most folks may think ah its just $20 bucks let it go. Thats the problem. This guy will continue to do this to other people and get away with it, the bottom line is he is stealing. I am also contacting his merchant company to inquire about any other questionable actions and have contacted my bank to file a dispute as well.
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