Several months ago I rented a few movies from a Hollywood Video store on I 35 in Austin. I returned the EVERY video. When I went back to rent another movie I was told I owed $50. I explained I'd returned the movie. After a half an hour of arguing, the guy finally agreed to look again and lo and behold, he found the movie. He apologized, said he would make a note on the account and all was good. Here we are weeks later and I'm getting repeated phone calls from some type of collection agency about this same movie. They gave me a "corporate" number which led me to a voice mail telling me to call back during regular business hours even though it was, in fact, during regular business hours. I called again. Same thing. I get another call today from collections and call the store directly. The asst. Manager who answered just kept saying there was nothing she or anyone else could do, I would have to try the corporate number again. It's Saturday. I asked for a manager, she said there would not be one in the store for two days. I asked for the number for the regional manager and was told she did not have that number. I asked if I could talk to the guy who found the video and she said there was no way to know who I'd talked to and that I would have to come back up to the store and see if I could identify the employee, otherwise, I couldn't prove I'd returned the movie. "I know it sucks, but there's nothing we can do" were her exact words. Well, it does suck. It sucks because I don't think 1. I should have to pay for a movie I returned 2. You people should hide your access to management so the staff who cannot help customers are stuck fielding calls they can't do anything about (that actually sucks for both your customers and your non-management staff - so congratulations, you're screwing two people over at once, the most efficient thing I've seen you do so far) 3. A representative of your company (the guy who found the movie) told me I was "all good", but he was either incompetent or stupid and was totally wrong, either way, not my responsibility. You are making your responsibility mine and I've already wasted hours trying to work this out without being able to speak to a SINGLE PERSON who can do anything to help me. Oh, yeah, and just in case there was another manager somewhere who could help me, I called THREE other stores in Austin to ask for a manger and NO ONE ANSWERED. It's 11:30 on a Saturday, they should be there. So, I beg of you, in all earnest and sincerity, please contact me and get this settled.in the meantime, I will be sending an email to my sister, who happens to be an attorney to see what I can do from my end. Get it together! Everywhere there's a Hollywood Video, there's a Blockbuster across the street, not to mention iTunes. Can you really afford to treat people this way? I noticed your store on So Congress closed, this doesn't surprise me.
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