Complaints

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This has been an on-going issue and lack of direct communication since 2019. Originally stated by Zeswitz that I had to return the rental music equipment to the office in Reading, PA. I am now informed today two years later and a delinquent account on my credit that I could have returned the equipment to my child's old school. The hours of operation at the time of COVID were an inconvenience to me when I was last informed (2020-2021) that I had to return the instrument to the main location. Today I spoke with the collection agency, very rude I must state, and now I'm informed that the balance owed is for monthly charges I did not pay. This is inaccurate; the charges were for August 2019 through August 2020. School was shut down in March 2020 so how could my son use the instrument if the class was not provided to him. Nothing was sent to me via email or mail stating the instrument had to be returned in March when school was shut down. Now I'm being held responsible to pay a full year of rental charges, plus late & collection fees, when this could have, all been avoided had Zeswitz communicated better or allowed me alternate options to drop off the equipment 2 years ago. Now I am being told they don't want the equipment back just pay the balance of $768.00.

  Business response

  07/20/2022

  Thank you for the information regarding the Complaint filed by ******* *******.
  
  Below are the notes from the account:
  
  On February 14, 2020, we left a message regarding her past-due account.
  
  On March 5, 2020, we attempted to leave messages on both phone number on file regarding her past-due account; however, both mailboxes were full.
  
  One July 27, 2020, we placed a Hold from Collections on her account.
  We spoke to the customer who indicated she was waiting for her new credit card, and she would call us with a payment when that card was received.
  
  On September 2, 2020, we left a message regarding the past-due account, Collections, and Return of instrument. The customer was never asked to return the instrument to our location here in Reading. She was asked to return the instrument to the Main Office at *********** Middle School. Even during the height of the pandemic, we were able to visit schools for delivery of instruments, to pick up instruments, etc.
  
  On November 11, 2020, we left another message regarding the past-due balance, Collections, and Return of the instrument.
  
  Since the customer never responded to any of our requests for updated payment information for a partial/full payment or return of the instrument, the account was sent to Collections on December 4, 2020.
  
  From November 11, 2020, until May 20, 2022, the customer did not make any attempt to contact us. When I spoke to her on May 20, she told me she would like to return the instrument. During that time, I again told her that she can return the instrument to the Main Office at *********** Middle School and that her account was in Collections. It was during this conversation that she was told by a gentleman that she had to return the instrument to our location. She didn't indicate who the gentleman was, but we do not have any men in our Rental Administration Department.
  
  *** ******* is clearly upset that her account is in Collections, and she filed a complaint with you for that reason and for that reason alone.
   
  If she would like to return the instrument, she can still return it to the Main Office at *********** Middle School. Once it is received by our Warehouse, we will notify the Collection Agency verifying the return.
  
  Please let me know if you have any additional questions, what the next step is in this process, and how we can resolve this unnecessary complaint to BBB. You can reach me either by email or at the number listed below, Monday through Friday from 10:00 a.m. until 5:00 p.m.
  
  Thank you, and I look forward to hearing from you soon.
  
  Margie
  Rental Administrator

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