Business ProfileforGarage Buildings

I apologize about the miss communication between the customer and our representative. The customer was originally having the building installed by our authorized install crew and purchasing the building utilizing our rent to own program. When the scheduler called the customer they discovered the customer did not have the required work area clearance for the crew to properly install the building. At that time, the customer decided they wanted to self install the building. The customer can self install the building; however, the bank who finances the rent to own buildings, will not cover a self install building. The only way to do a rent to own is with a authorized crew install.The customers can still get the building delivered and not installed but they would have to pay the COD amount at the time of delivery. They also have the option to change the location of the building allowing for the correct work area clearance and then the crew can deliver and install and the customer can move forward with the rent to own. During a recent conversation our rep had with the customer they were stating they were going to move the building and our rep was waiting for the new delivery address. Here is the text message transcript:

***** ********· 11:13 AM
Whats RTO? And I was going to have them install it but we don't have 3 feet of clearance all around so in their email they said they won't do it if they don't have the clearance


VM
vanessa *****· 11:19 AM
Rent to own


How many feet do you have ?


***** ********· 11:21 AM
Like a foot maybe, I have a back neighbor and a side neighbor, I measured it to have it almost against their fences.


If they won't deliver it or do a rent to own I will have to cancel the order and get the $***0 deposit back.


VM
vanessa ****** 11:23 AM
I always leave on the quote that there must be 4' clearance, if you check on the quote; you have that information there


Are you able to go smaller on the unit ?


***** ********* 11:24 AM
No I can't go smaller my truck and car won't fit if we do.


VM
vanessa ****** 11:30 AM
Is it a small or mid - size car and what kind of truck do you have ?


***** ********* 11:31 AM
Mid and a **** long bed.


My husband wants us to cancel the contract and get our deposit back. We can install it but we need a rent to own. I can find a different company


VM
vanessa mejia· 11:34 AM
Lisa, I added that information on the quote so refunding the deposit is not an option. It's on the quote


let me see what solution I can get


***** ********* *1:35 AM
It is. I read it. It said cancelation before the unit is delivered results in a refund. And I appreciate your help.


VM
vanessa mejia· 11:39 AM
Take a look at this picture. It's a 22x28 with a mid size compact SUV and an Estate car. I was checking with my superiors and they say you have enough space if you 22x28





***** ********* 11:57 AM
There is absolutely no where in the SIGNED RTO forms that says we aren't able to receive our deposit back. They just have clauses for missed payments they have a right to remove the unit so on so forth. I was told by you it would be delivered when I called the other day and that it just wouldn't have a warranty. I was not told it wouldn't have a rent to own option and that they wouldn't deliver it.


VM
vanessa mejia· 12:00 PM
You signed two forms: the roder and RTO order. Right here it says





***** ********* 12:09 PM


I read over the RTO and signed that one. Even in my emails I don't have a signed anything other then the RTO. Which doesn't say anything about a non refundable deposit ma'am. I want the unit but if you guys can't honor what I was told then I want my money back and I want my order canceled please. I want to install it myself and void my warranty which I understand and and am fine with. But now I'm told I can't have it delivered and I can't have a rent to own?


VM
vanessa ****** 12:11 PM
Lisa, you did sign. You click on "click here to sign" and signed. I can forward that email to you if that's the case. I'm giving you solutions but my installers won't do it with 1', they don't even have space. We need a support do RTO and that's the installation of the unit






Here is the prove


***** ********* 12:15 PM
What if I change the address and have it put on my property. Would THAT be acceptable for you guys.


VM
vanessa ****** 12:16 PM
Will you have 3'of clearance ? and what's the zip code



(719) 334-4920· 12:16 PM
I checked my email multiple times I don't see anything signed other then the RTO. I am just frustrated that I am told 1 thing and now I am being told something different. That is not not we agreed on or talked about. And I called and asked you questions before I signed.


VM
vanessa ****** 12:16 PM
Lisa, It was always on the quote and on the order. That's an E-sign and I apologize if you don't remember, I can send you the prove that you sign it


I'm here to help and get you solutions. But it's not possible to refund the deposit, I apolgoize


what is your zip code on your property and will you have 3' of clearance ?


***** ********· 12:20 PM
Yes it is 60 acres of just land lol. Nothing out there yet. The zip code is 81004


I understand you're trying to help. I'm just frustrated is all!


I appreciate your help


VM
vanessa ****** 12:25 PM
Yes, Lisa. We can change the address and the unit will be installed there


***** ********· 12:45 PM
Okay I'm trying to talk Chris into just getting a smaller unit for our house here and see what he says. Can we put this on hold and I will let you know first thing in the morning what we decide to do?


VM
vanessa mejia· 12:49 PM
Sure, take your time

***** ********* 12:57 PM
Thank you ma'am (END TRANSCRIPT)

We will contact the customer again regarding the change of address. If the customer has decided they no longer wish to move forward with the project, we will refund their deposit due to the circumstances of this cancellation.