Several months ago I rented a few movies from a Hollywood Video store on I 35 in Austin. I returned 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. She also suggested that I come in the store during various shifts to point out the guy who found the movie. Seriously? Really? That's the customer service? I spend my valuable time driving to and from their store until I happen upon this guy and hope he remembers me and owns up to the mistake. This is a stupid way to do business. Never have I experienced a company with so many incompetent staff from the ground up and I use Time Warner Cable!
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