Rent-to-own News - UHR makes industry's first "Bedbug Free" Guarantee

UHR Rents President Ernie Lewallen.

Cincinnati, Ohio-based UHR Rents today, announced it is introducing a "Bed Bug Free Guarantee" to its customers for all its products and merchandise -- a first for the rental industry.

Cincinnati has been the epicenter of the bed bug battle for the past several years, causing RTO dealers like UHR President Ernie Lewallen considerable headaches. Now, through years of tinkering and experimenting, Lewallen is ready to provide his customers with the assurance they need and the confidence they expect.

"Our customers have already been asking about this kind of guarantee, but until now, we hadn't perfected a system that could allow us to really offer one confidently. Now we do," Lewallen said. "We need business and we need our customers to be happy with the items found in our stores. We are doing everything we know to eliminate this worry."

The teeth of the deal is a one week guarantee that provides for immediate retrieval of the merchandise and a full refund of payments if any type of bed bug infestation is discovered. In addition, the merchandise will be replaced free of charge for two weeks and in some cases, UHR will even send a professional out to treat affected areas of customer's homes.

"We are so convinced that we've become so proactive, that we're very comfortable giving our customers this guarantee," Lewallen said. "They should have the confidence that they can rent from us without concern of bed bugs."

Over the years, Lewallen has developed a highly specialized system for dealing with bed bugs which includes isolating the infested products, cooking them inside a truck whose walls are mounted with proprietary electric powered heaters. High heat -- at least to 125 degrees fahrenheit for at least one hour -- is the only non-toxic way to kill both bedbugs and their eggs.

Lewallen switched from liquid combustible fueled heaters to electric ones due to the risk of fire. Such practices using propane, kerosene or other liquid combustibles are highly discouraged by APRO's endorsed commercial insurance provider, who notes the fire hazard and suggests such a fire may not even be covered by fire insurance.

The mattresses and furniture are then cleaned and disinfected before being re-wrapped and prepared for professional upholstery cleaning.

"Four years ago when I started speaking up about our bed bug issues, I was the only guy in the room talking about it," Lewallen said. "Today, that's not the case. The process isn't cheap, but from my standpoint, it's a lot cheaper than throwing away furniture and losing customers. Without the process there may be no future in furniture rentals. You cannot thrive by throwing away assets. It's now just part of doing business in RTO."

Lewallen will present his bed bug experiences and go over the details of his new guarantee system at the Kentucky Rental Dealers Association Annual Meeting tomorrow, Feb. 10,  at the Hyatt Regency in Lexington, Kentucky. For more information on that meeting contact Chris Caprio, 502/379-6153.