I received a call at 5:30 P.M. on January 3, 2008 from an Aaron's sales rep. He did not give his name; he just said he was calling to notify me that I was late with my payment. I told him I had sent the payment earlier in the week, and that the reason he had probably not received it was the holidays.
I proceeded to ask why he was calling, considering the circumstances, and asked for his name. He angrily said his name was Michael and it was his job. I replied that I understood, but that when I made the rental agreement I had a five-day grace period, which should be stated on my agreement. I asked if he would check the agreement to verify the grace period. He replied, "It's only my job to inform you you're late." That was very rude, especially to a customer who has never missed a payment. Yes, I have been late some, but very seldom. I then told Michael this was an unnecessary conversation. He replied that it was a conversation I would lose. I immediately asked to speak to a manager or someone in charge. I knew the manager's name and asked for Gerald.
Gerald came to the phone and I explained the situation to him. He said he had two new people working, as if to say they were very busy and he did not want to discuss the matter himself. I then explained the grace period, and he said there was no such thing. Again I was given absolutely no respect! By now the whole thing had gotten out of hand and tempers were flaring. I told Gerald I did not appreciate the way this matter was being handled, and he said, "Well, we're doing our jobs." I wonder if doing one's job means disrespecting your customers and being rude to them. I think not! I became so angry that I asked Gerald to give me the number to the district manager.
After receiving the number, I called and talked to a lady named Marty. She said she would relay the complaint and that a guy named Joe would call me. Sure enough, he called. I explained the whole thing to him, and evidently he had my records in hand. We agreed that Michael and Gerald were doing their jobs, but the disrespectfulness was uncalled for. I do not think it is Aaron's policy to be rude or disrespectful, but maybe they need to screen their employees more closely or teach them what respect is. When dealing with your customers, common sense is probably the best. That is something I do not think Gerald or Michael have.
I have been a customer with this company for almost three years, and I am considering whether I will ever do business with them again. I will do business with their competitors after this! Don't be two days late with Aaron's, and if you are, expect to be disrespected!
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