Aaron's Sales And Lease
Two Contracts, Overcharged Late Fees and Return Delays in NC

In November I leased a range, washer and dryer from Aaron's in Concord, NC. To double up on any fees they could charge, they insisted that I put these items on two contracts (the range on one, the washer and dryer on the second) instead of one. At the time, I thought they were a respectable, legitimate business offering a service for "financially challenged" individuals such as myself, and I saw no reason to question this request. Both contracts were set up to be paid monthly on the 15th.

Our delivery was three days late, and the wrong electrical cord was on the dryer. This is a common enough problem, but they didn't have the other cord with them. To save time, we accepted delivery and told them we would pick up the correct cord. Both delivery guys were super friendly and helpful. The office staff, however, is a totally different story.

At some point in December, they "decided" to change my terms from monthly to bi-monthly. My usual contact at this branch is Jason (I don't know his last name). He couldn't explain why, but they began assessing late fees on both contracts ($5.00 per contract) twice a month, and the phone calls began.

I had been paying my contract amount less the late fees. At the beginning, when they called about a past due balance, I just paid what they said I owed without checking it myself. After the second time, I went into the store, met with Jason and was given a printout of my account activity. I knew standing at their counter that they had overcharged me for late fees. When I pointed this out to Jason, he explained that "when a customer overpays they have to make up a line item to post the extra money." These weren't all late fees, but they had to put it somewhere! Instead of allowing a customer to have a credit balance, they make up charges.

At that point, I reconciled my records, including any fees allowable under our contracts. I had overpaid these people by more than $30.00. I faxed a copy to Jason and began paying what I actually owed, not what they "said" I owed.

After the next call looking for more money, I found a number for the regional manager and contacted him. He said he would look into the situation and try to resolve the balance issue. I offered to fax him my records, but he said he would get them from Jason. I never heard another word from him, and no adjustments were made to my account. When I asked Jason about it, he said "they couldn't make heads or tails out of it," which doesn't necessarily surprise me based on what I know about their sense of accounting.

On April 25th I contacted their corporate office by e-mail. This is the only method of contact I could find. I received a computer-generated reply on the 26th stating that someone would be contacting me shortly. They never did. I did, however, receive a nice letter from the regional manager advising me that, due to my negligence in making timely payments, I could either pay the contract off early (of course my payoff amount was incorrect) or contact them to pick up the merchandise.

After much deliberation, I chose to return their merchandise. Yes, I just threw $1,000 out the window, but it was a lesson learned and one I plan to share with others. We contacted them on Monday and requested that they pick it up on Tuesday. They said that after 6PM their drivers don't pick up that late, and they wanted to do it at 3PM while I'm at work. After proving how unprofessional they are, they expected me to allow them to remove the items without my presence? No way! In the event that they don't have one, I have prepared a statement for them to sign stating that the items were in excellent physical condition when they removed them from my home. After arranging for an adult to be there during the day, we offered to let them come on Wednesday afternoon, and they said their drivers don't work on Wednesdays. We still have nothing scheduled, and my replacement appliances are out on the porch waiting to be moved in. After the conversation Monday, they arrived at my house while I was out to try to pick up the items. My son refused to allow them in. I should mention that this was after 6PM, so apparently they do have drivers that work that late.

I got burned on this deal. I don't want or expect anything from Aaron's once they pick up their merchandise. I just want to expose the crooked, illiterate, unethical business they run. I understand these are franchises, but corporate should step in and regulate their business practices before their name is completely ruined. I don't even pull for Michael Waltrip anymore because of this, and he was one of my favorites.

Company: Aaron's Sales And Lease
Country: USA
State: North Carolina
City: Concord
Address: 40 Branchview Dr. NE
Phone: 7047882332

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