ComplaintsforEagle Rental Purchase

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the beginning of September the second week of September went into eagle rental to purchase a washer and dryer and a furniture set we agreed upon a set they delivered it the very next day upon delivery they did not level neither the washer or dryer out so it was very wobbly also it was damaged the dryer was damaged on the front end called the story immediately let them know they said that they would be out the very next day to swap the washer and dryer out we didn't hear from them for a month when the paint next payment was due as of October 1st on October 1st we called them they let them know that they did not do what they were supposed to do at the time and we would not be making a payment until they did what they were supposed to do with replacing the damage dryer they then brought out another set the same exact style and color and everything and when they delivered it the washer was damaged this time so we called the story immediately to let them know they told me to go ahead and they would just discount the washer for me and we would go from there I used the washer when they brought it out to hook it up did not know that they did not hook the drain hose up at the very bottom I was running a load of laundry and of course my whole entire house flooded from where they did not hook the the thing up call them right away let him know my house was flooded at that time they brought somebody back out again they looked at it they hooked it up they said I was good to go the washer and great for a couple weeks 3 weeks well about 2 weeks and at that time the host blew off at the very bottom that they hooked up and I had a second flood the second flood went all the way in toward my living room and I have video and pictures of all damage now they are playing a game with us letting us know that we can not get his district manager's number to handle the problem we were told to go get a quote to replace the floor we did we did get a quote we turned it in we called them this morning on October 26th and he informed us that we did not know how to run the washer or dryer so we are filing a complaint we have a copy of the quote and we would like our floor replaced for All the troubles.

  Business response

  10/26/2023

  Unfortunately I cannot resolve this with the customer over the phone. Customer and his wife yell into the phone at the same time, use profanity directed at employees, and make constant threats. The washer was hooked up fine when we left the house and ran a test cycle before leaving. While on delivery customer's wife pushed the drain hose further down into the drain which caused the hose to come off. I reattached it and told the customer that would cause it to come off.

  Days later they called back in and we went out to examine the machine. We found no evidence of fault in the machine and we checked that the drain hose was installed properly and left. The same issue occurred for a second time on a different machine. It is very clear that the customer is moving/tampering with the product. The customers floors were already damaged from a flood that had occurred in home prior to our delivery. The customer admitted as much.

  The second time the hose came off **** called in the store screaming and cussing. I asked him multiple times what I could do to, he only seemed interested with threatening me and telling me he was going to sue us. He refused to return the merchandise saying that "You guys are never coming back in my house."  He then proceeded to use more profane and insulting language before hanging up on me mid sentence of trying to help solve the issue. Aside from the fact when we showed up to collect the items, they were using the washer which they claim is the issue. It would seem to me if a washer flooded my house I would not hook it up and attempt to use it again.

  There are different claims from customer as to who hooked up the washer drain . The customer at one point claimed they hooked it up but often times switches the story of who hooked it up. Furthermore customer owes us over $800 in unpaid rent and damages to the merchandise that was returned. We received our couch back with many stains, burns, and dog odor. They only returned on lamp, which was broken.

  Business response

  10/26/2023

  I have photos showing the stains and burn holes. The odor I cannot documents but is already included in my price to get it cleaned. The amount listed was for repairing damages as well as rent owed. Customer has multiple times yelled and cussed at me and my employees. Customer did not deny misuse of the product in their response. Customer also fails to mentioned the previous damage that they admitted happened to home and that their home was never repaired from a previous flood. If customer has audio recording of our conversations I would be happy for them to submit them further proving that the customer has not been polite or spoken in good faith. Unfortunately due to the previous damage to the house as well as the documented instances of the misuse of the product as well as ignoring given instructions, we do not find that us nor our employees were the cause of any of the issues. Also I can present a document signed by the customer at the time of delivery stating that all items were in good working order. We would be responsible for anything that is a manufacturer defect but not misuse of the product. If customer has audio recording of our delivery I would ask that they also present that as you will hear my clear instructions as about the washer which were ignored.

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will not provide video or audio from security tapes. I will be providing those to small claims court. Just like when I asked to speak to his boss he refused. Not at all did anyone cuss anyone out. Been in store to drop off quote which I was told to get by employee. She had been at my house multiple times for damage on their part. As far as damage to their furniture I was planning on paying furniture off in full to take advantage of 90 days same as cash.but with all issues we had with washer and dryer we decided to return when they came and got furniture. They have done 3300.00 in damage and now trying to play a word game like cat and mouse. See ya in court. Thank you
  
  Regards,
  
  ******* *****

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We rented a lift chair that brought roaches into our home. We had to pay $399 for an exterminator.

  Business response

  09/29/2023

  I do not have a customer named ****** **** at this location. This is Eagle Rental on **** ********** street. Is the customer sure it is us?

  Business response

  10/05/2023

  Unfortunately, due to the lack of evidence that chair was the cause of the problem combined with the fact that we have such strict protocol on our merchandise, I do not find that there is sufficient evidence to prove that the issue was related to the chair. The person who did the inspection did not specify that the chair was at fault on that per conversation it was the problem. Without any actual evidence that the chair was at fault I have to stand by the protocols that we follow on returned merchandise, which again a professional cleaned the chair, and it was sanitized twice before it ever left the store. We are inspected multiple times yearly to ensure we are following code on sanitization.

  Aside from all of this, the chair was in the customers house for nearly a month before any complaint of bugs. It seems this would have been something that was noticed right away. A lot of things can happen as far as going in and out of the home in a month period.

  To recap,

  The furniture was inspected twice, sanitized, cleaned by a professional, sanitized again before being delivered. It then sat in the home for nearly a month before any complaints. The chair since has been brough back and gone through the same process which we found no evidence of any bugs, and has sat on my showroom floor since with no issues.

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  we began to see insects immediately after the chair arrived. Never having issue’s before. We were not sure what they were. We decided to have it inspected.As my husband was recovering from surgery the first few weeks we were not able to accommodate an inspection. When the chair was removed my husband actually found a dead adult insect that had fallen out of the chair. The appearance of the insects correspond s with the arrival of the chair.
  
  
  Regards,
  
  ****** ****

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