ComplaintsforRent 2 Own

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 14, 2024 my husband and I purchased a couch and chair from the ******* Ky location. The first thing delivered was a loveseat not even matching the set that we had bought, then the second time they delivered what was our order, they were very rude and damaged our property. We moved in June 2024 and needed to downsize our furniture so we called the store and told them that we would be returning the furniture and asked to take our payment information off to stop automatic payments. The woman we were speaking to, said she did. However here it is 4 months later, and we are still being charged for something we do not have.

  Business response

  10/29/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a comment. This is the response from the manager over the store:
  
  The customer that has reached out was on ******** and has made 8 monthly payments on the agreement. We have no record showing that the customer wanted the merchandise to be retrieved at any specific time or day. or to be removed from the auto-pay option. 
  As part of the rental agreement line 17 and line 18, the customer does retain the right to terminate the agreement at any time but also agrees to provide the immediate return of the items to Rent 2 Own.  If in fact the customer has moved residency it is their responsibility to ensure the safe return of the merchandise otherwise it is considered a breach in the rental agreement.   In addition to receiving this complaint we have reached out to the x-landlord of the property we delivered the merchandise to, and he has verified that no merchandise belonging to Rent 2 Own or the prior tenant was remaining in the residence at the time of the final inspection of the property.   If you have any further issues or complaints, please contact our home office at **************.  Thank you!!! 
  
  

  Customer response

  10/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22475892
  
  I am rejecting this response because: My husband which was the account holder, did in fact call Rent To Own and the woman he spoke to was very rude and said our delivery drivers are busy so we will have to get back to you when they can come get it then she proceeded to say that the card was removed from auto pay which obviously wasnt the case. 
  
  Regards,
  
  ****** ********

  Business response

  11/03/2024

  This is response to complaint #********.  Thank you for taking the time to reply.  Here is what the manager of ******* has to say:
  
  We apologize for the inconvenience but as stated previously there are no notes regarding this matter and per the agreement line 17 and 18 the customer retains the right to terminate the agreement but is responsible for a timely return of said merchandise. More specifically its the customers responsibility to contact the account manager and or sales manager to ensure the safe and timely return of merchandise. It is stated from her response that she called and was informed to call back and that was not followed through. We have no record of this call or request but that being said, she or he did not follow up to schedule the safe and timely return of the merchandise. The amount being requested for refund hasnt been paid towards the agreement and its been set for autopay per the customer's request and theres been no contact or request until now to terminate autopay and the agreement. We have since contacted the landlord of the residence they were previously residing and there are no such items remaining at the residence and was not present during the final walk through of the residence. We are more than happy to discuss this and resolve if they customers can call and schedule a time and location for safe return of the merchandise and resolve this concern for them.  You can contact the store at ************ or our home office at **************.  Thank you.  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my thing is that I was threatened by one of the employees. He called my phone and told me this and that and everything else.

   Well I don't like being lied to. Every time I called he told me that he would call me back. Never did. Never did.

  Then I called the district manager. He never called me back and then on top of it, you know, they called me from a number blocked, saying that this person's name, this, this, this, and I don't have that anymore, I wish I did, you know, some way or proof of that, but I have people and witnesses that can vouch for that, so as I called another whatever, whatever, but I need that to be resolved, that to be resolved, and, you know. 

  Business response

  10/29/2024

  This is for complaint #********.  Thank you for taking the time to leave a comment.  The regional manager over the store would love to have a conversation with you about your experience with this store and to see if he can help you have any future success with the situation.  Please contact ******** at **************.  Thank you!!! 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started renting from **** to Own in December of 2023. Recently I have fallen behind due to my health, I have had two heart attacks, and many strokes that has prevented me from working my normal full time job. I have still kept up with my payments, but recently feel behind (17 days). I was behind previously but would have my daughter make the payment or I would come up with the payment. Since this has happened I get non-stop text messages more than 20 a day, from their (employees) personal cell phone numbers, I get phone calls from their personal phones before and after business hours. I get rude text messages, I get unprofessional text messages, and they've even began to text and threaten myself as well as my daughter who was helping me pay the bill. This is NON-STOP. It starts before 8am and goes until until nearly 10:30 at night. I have offered partial payments as I can't pay the full payment at one time, just to be told "that isn't going to work" and I have been harassed with messages saying "I can see you reading my messages *****, so what's it going to be". It has gotten out of hand, and I don't know what else to do, but what I can say is that this is not professional!

  Business response

  10/28/2024

  This is in response to Complaint #********.  Thank you for taking the time to leave a comment.  Here is what the regional manager over the store has stated:
  
  ****** was 102 days late in August
  She made a $60 payment to get back on track and resume her normal payments. She has not made a payment since then and is currently *********************************************************** return the merchandise.
  
  She said that we could come to her work to get ahold of her because her phone was shut off and provided ******* with her work hours.
  
  She has scheduled a pickup with us multiple times and each time either isn't home or is and doesn't answer the door.  

  Please contact our *********** at ************** if you have any further questions or concerns. Thank you!!! 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a **** bilt Bronco 46 riding mower from Rent 2Own in ****** ****. Had to have repairs done to the steering so Rent 2Own picked up the mower and took it for repair. After 3 weeks I the mower returned but its a different one. They gave me a **** **** Pony 42 and tried to say it was the one I sent for repair. I sent a picture of my original rental agreement to Rent 2 Own and was told my original mower was too expensive to fix, but they didnt bother to let me know this when they returned a mower to me and just dropped a mower I didnt rent from them and dont want to fix this issue

  Business response

  10/11/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a comment.  Here is what the manager over the store has stated:
  
  I spoke with **** yesterday evening about 5:30pm after figuring out that the original mower was unrepairable. **** was agreeable that another mower I have is comparable to the mower she had, and we arranged to swap out the mower on Monday between 10am and 1pm. I told her I would make sure it was in good shape before we brought it to her and would give her a week to see if she was happy with it because her mower is paid off. She seemed perfectly happy with this solution over the phone. 
  
  If you have any more questions or concerns, please contact the manager over the Athens store at ************** or you can also contact our *********** at **************.  Thank you!!! 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/07/2024 a Representative from the Wilmington Ohio R2O company ran my debit/credit card without my authorization. I had been speaking with the Representative through text to let him know I would be late on a payment. Instead of waiting for me to contact him to authorize my transaction, he took it up on himself to run my card at his own discretion. This is extremely concerning as my credit card information is being compromised by someone who is supposed to be trusted. I have lost all respect for this company and it's team for allowing employees to run credit cards at their discretion without having authorization. In a world of constant fraud, it's extremely concerning that a corporation at this status would allow it's employees to have access to do so. After texting the employee and questioning him as to why he ran it without authorization, he stated IN TEXT that Corporate must have ran it and he would reverse the charges. This in and of itself is concerning as he's telling *** customers that his corporate office is committing crimes. The employees name at the *************** R2O locations name is ****** ****** and his Manager is **** ****** (That's the names he gave me in text messages) I have screenshots of the illegal transaction from the business along with time stamped text messages from the employee.

  Business response

  10/15/2024

  This is for complaint #22397369.  Thank you for taking the time to leave a comment.  Here is what the manager of the Wilmington store has stated:
  
  This customer had made a commitment to pay to our store.  We agreed to wait on his payment even though he was going to be 2 weeks late.  At 2 weeks late, we have to get a payment or pick up our merchandise.  He not only failed to make his payment, but did not even make an attempt to contact us as to why he broke the commitment he made to us to pay.  At this point we tried to reach out to him to pick up our stuff.  A payment was run and refunded to him.  He has still not made a payment to us or explained why he didn't pay, and he still has not returned our merchandise. If you have any more questions, please contact our home office at 1-800-526-5606.  Thank you!!! 

  Customer response

  10/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22397369
  
  I am rejecting this response because: 

  I did not authorize anyone to run my credit/debit card. This is a violation of federal laws protecting the consumer. There is no such agreement made to make the payment on a specific day. I had reached out to let them know I would be late due to hurricane damage. Upon writing this statement today, they have again for the second time ran my debit/credit card without authorization making it twice now without approval. 
  
  Regards,
  
  Jason Fawley

  Business response

  10/15/2024

  This is response to the rejection sent.  Here is what the manager has to say:

  Mr. Fawley has again not responded to us when asked for a payment.   He is getting later every day.  He still has possession of our products which he does not have ownership ship of and is holding hostage and has broken his contract/agreement in which he agreed to make regular payments.   He also moved and took our stuff with him and failed to inform us of his new address which is a breach of our contract/agreement.   This is not how we do business.   At this point we just want to get our products back and part ways.

  Please contact our home office for further assistance at 1-800-526-5606.  Thank you.  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  so i got a phone from r2o and i have paid on it for a while now i got a lot of stuff from them but when i called last week my phone stopped working they told me they would bring me one out today Friday September 20th 2024 well they text me and now they are trying to get me to do another agreement for the phone when they told me that it would only be charged 100 dollars and it would go onto my agreement that i already have going on its almost paid off i owe another 450 on it and now they want to do another agreement and charge me way more then the phone is even worth they charge 4 times the amount and they don't want to help me out i told them to come get all there stuff and they keep trying to get me to keep it and all they do is call you and text you they are breaking the agreement i have with them they are trying to say its not covered how is that i have text messages from them i feel ilke they are money hungery now my remaining balance just went up to 961 dollars from 450 why is that too that is not right they change your agreement without signing anything i have text messeages please get ahold of me i dont want anyone from the ****************** rent to own to contact me

  Business response

  09/25/2024

  This is for complaint #********.  Thank you for taking the time to leave a review.  This is what the manager of our Mt.****** R2O has said about the complaint:
  
  We special ordered him a replacement phone from ******* (the one he actually wanted) because he ran over the phone, that was currently on rent, with a lawn mower. The 2nd phone that we special ordered from ******* for him, was smashed with a hammer (I have pictures). Since he had already used his accident forgiveness on the 1st phone, he ran over with the mower in May, we weren't allowing him to use accident forgiveness again just 4 months later. 

  If you have any questions, please contact our home office at **************.  Thank you.  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a product that I was told over the phone by a sales representative named ****** that I would be getting a new dryer. I signed the paper and set up delivery. When the product was delivered it was dented, had blue stains on the inside and had lint in the trap. They have been charging me the price of the new dryer for an old used. I have asked them to correct the account, they would rather argue and harass for payment. I have asked for corporates number which they will not give. I have asked for pick up, they have yet to be by my house to get it. I have given them my phone number and so have the people they have harassed around me to get them to stop calling them. They will not call me directly. They wont email me or reach out to me personally. They would rather act like a bunch of middle schoolers and even sent a message saying I was telling people they werent trying to contact me. Its unprofessional to act like a kid and not conduct yourself in a business manner when youre sitting there conducting business. I want a full breakdown of charges. And for them to come collect the used product.

  Business response

  08/26/2024

  This is in response to complaint #********.  Thank you for taking the time to leave us a review.  The store manager has stated that this issue has been resolved, and they were able to pick up the product.  They have offered her a copy of the payment history on the product that they would be willing to deliver, mail, or arrange a pick up.  If any further questions, please do not hesitate to contact the store manager directly at ************ or you can always contact our home office at **************.  Thank you!!! 

  Customer response

  08/28/2024

  This issue has not been resolved as I have asked for it to be mailed and this was the response. I have yet to receive it. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  05.22.24 this business called & demanded a payment by Sat or bring my computer till i get my SSDI check. a month ago i spoke with Carey at the Amelia location & told her i was taking over payments. i came in and made a full months payment then 2wks later i get a call from the store tellin me im late i said no i made a full months payment then i get a call 2day tellin me i need to make a payment by Sat or return my PC i said u aint gettin my PC i said i can make a payment on the 28th or 29th when i get my Social Security Check they said that too far away. They refused to work with me the balance is less than 200 atleast thats what i remember. The whole thing its almost paid off and they refuse to work with me. I dont know any1 that has this kind of money i only know the guy that lives across the street and he is on retirement Social Security. what i would like for them to work with me i will make a 100.00 payment when i get my ck then next month (july) pay it off and i will not ever deal with them again.

  Business response

  06/04/2024

  This is in regards to Complaint ID ******** .  Thank you for taking the time to reach out.  The regional over the store has said that they have been in touch with Mr. ***** they are perfectly fine waiting until July 28/29th for a payment.  We will try our best to work with Mr. ***** to help him in the best way possible.  If Mr. ***** has any more questions, please contact the regional over the store, Cameron, at ###-###-####.  Thank you!!! 

  Customer response

  06/05/2024

  Rent2Own do they want the full balance paid by the 28/29th? If so i cant do that what ever the Bal is i can afford 100.00 a month and no late fee's

  Business response

  06/13/2024

  Thank you for responding.  Cameron, the regional over the store, has stated that he has contacted you and that the situation has been taken care of.  If you have any further questions, please contact Cameron directly at ###-###-####.  Thank you!!! 

  Customer response

  06/14/2024

  
  hi i just wanted to let you'll know that myself and Cameron @ Rent2Own Complaint # ******** we Mr Cameron & I talked and the plan is i pay 100.00 on the 28th of June and 30th of July the remaining balance in the amount of 72.00 and this is all settled. Thank u'll very much for the hard work u guys & gals do for We The People.
  
  **** **** ***** ***** ******************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had missed 5 days of work due to having Covid and explained this to Rent 2 own when they called me two days before my payday and before my payment was even due asking about payment. I also explained to them that I was in the process of catching up on bills and just made a payment 12 days prior so I was not behind or due for a payment yet but told them I would have to see what I have left come payday. My phone had got shut off which is still off due to not being able to make the payment so I could not get in contact with them to let them know at the time that I would need more time to make the payment and any time they stopped I was at work or not home. The company has been told before that when I am at work I never get home until 9 p.m. and work 12-16 hour shifts. While at work yesterday my phone was on WiFi and a voicemail popped up which I am able to at least listen to when on WiFi. It was Brandon from Rent 2 own saying that he sees that I have cleared out my mailbox so knows I had been home which after hearing that I did not finish listening due to the fact that my privacy rights have now been violated because apparently Brandon has been opening my mailbox and looking at mail to determine what has been taken out so he can say whether I have been home or not. Which is false because I don’t even know what mail was in there due to my grandmother grabbing my mail and putting it in my house when I am at work or not home when she has the kids. Upset that not only were my privacy rights violated but a federal crime was committed against me by the employee and I don’t know what he has looked through or could have even taken out of my own personal mail. I then texted the number Brandon had left the voicemail from on my text app to let him know that I don’t appreciate my privacy rights being violated and that what he did is a federal crime and against the law. I also told him when at work I can’t just stop what I am doing and use a company phone to make a personal call.

  Business response

  05/09/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  The manager of the New Philadelphia store, ****, has confirmed that she has spoken to Ms. ******** after the complaint was made and they have made payment arrangements.  **** states that the store and Ms. ******** have resolved the issue. If Ms. ******** has any further questions or concerns, she can contact our Home Office at ###-###-#### and ask to speak to the regional manager over the store, ****.  Thank you!!!  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a NEW SET of washer and dryer they brought me a new washer but a used dryer it wasn't drying right so I checked and lint was so full I was pulling it outta the hole the trap goes in. I'm not from here so never seen a bed bug before and it had a million I've had my house treated now 2 times at over 1500 a pop and need another one they said I'm behind on everything fromm pauyme.ts to my rent because of this infestation. I called them to come get it I spoke with the manager and told him the only place they could have come from was the dryer due to I just moved Ed Ina d I sent photos he said oh I've never heard of bedbugs in a dryer. Well ho online ohio state did a study about it. I think they should take the over 3000 off of what is owed and apology would.be nice

  Business response

  05/07/2024

  Thank you for leaving a review on the BBB.  This is in response to complaint #********.  This is what the Wilmington store manager, ****, has replied: 
  

  This customer called me and said she had a case of bed bugs and had to hire an exterminator.  She said she did not know where they came from and wondered if they might have come from the dryer.  I told her that was highly unlikely because bed bugs do not like heat, and as a matter of fact, that is how we treat them to kill them.  I told her they can come from anywhere you go and they get on your clothes and you can take them home.  Or possibly from someone who comes in your home and may have them on their clothes.  She said she did not think it was the dryer but she did have to pull a lot of lint out it.  She said the treatments were expensive and she would not be able to make her payment right now until she got caught up on her bills.  I told her we would work with her.
  

  If you have any further questions, you can contact our Home Office at ###-###-#### and speak to the regional over the store, ****.  Thank you!!!  

  Customer response

  05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: that is not what was said and he knew that the dryer was filled with lint as me and his people told him. The man who has been treating my house has investigated and the only new thing to come into my house, after a friend stayed here and she was contacted and her house inspected to see if she had bed bugs and if they could have come from her and her house was big free, the day she went home was the same day they brought a used dryer full of lint, I was told and my 1st papers said new washer and dryer, the one I got was full of lint I mean full and there were what to me bring from Ga looked like big nats all in the lint. After I went to Dr to see why I was breaking out I called and got an exterminator to come and check my house and the manager of rent 2 own Wilmington told me there is no way to get them from a dryer well he needs to go read on Google there are 1000s of cases of bed is on the dryer lint and they live through the dryer heat as heat alone according to my exterminator is not a guarantee that they will die and not hatch out more. I called again and spoke with a guy and he said oh we understand and I'll tell the manager I'm sure he'll call corp and there has to be something we can do. And nothing I called and ask for corporates number and was told they didn't have it. No I don't know who I spoke with that time . I am not happy at all about this now I had a quest who allowed her house to be inspected. I have pics of the infested lint. I didn't want used and my paperwork said new til it got here. Then I had new paperwork for a used dryer it's cost me over 3000 so far to get rid of this mess and he says they are working with me on my payments how by putting nots on my door saying there coming to get my stuff when it's only a week behind. No they don't care. They refuse to admit they messed up. I mean it wasn't on purpose but it was from the used dryer when I asked for new and now I'm just screwed I mean all my bills are late due to all I've had to put out to get rid of something I've never had on my life. And all I got from them is bologna answers the one man and woman who came to collect were like yeah it happens sometimes we do all we can but sometimes there's nothing  you can do. Wile the manager was telling me how I could have gotten them by walking past someone in a store well according to the exterminator then they would have been in my car too but they were not as as soon as I found out I called him. But I am not happy I have called country rentals the parent company and am waiting for a response as I really like the people at my store in Wilmington they have always been helpful and respectful but to dismiss this like it's my fault really bothers me.
  
  Regards,
  
  ***** **********

  Business response

  05/23/2024

  The regional over the store, ****, has had communication with her.  They have worked out an arrangement.  If she has any more questions, she should please contact **** at our home office at ###-###-####.  Thank you!!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩