Complaints

This profile includes complaints for Rent 2 Own's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rent 2 Own

  210 S Quarry St Bainbridge, OH 45612-9482

  
• 

  Rent 2 Own

  PO Box 547 Bainbridge, OH 45612-0547

  
• 

  Rent 2 Own

  313 Lafayette St London, OH 43140-9326

  
• 

  Rent 2 Own

  180 Heath Rd Heath, OH 43056-1107

  
• 

  Rent 2 Own

  115 W Main St West Union, OH 45693-1303

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was asking about paying for a tv that got broken and they told me a price of ***** and they would swap it out but I told them to just come get it and they came 2 weeks later to pick it up and they said well this is broke I had to pay for it and they took the TV and I called the next day saying I would come pay for TV and pick it up and take it to get fixed and they said they left it here and they did not but still expecting to pay for it

  Business Response

  Date: 12/23/2024

  This is in response to complaint id #********.  Thank you for taking the time to leave a complaint.  Here is what the manager of the store has replied: 
  
   ***** ********* is the account holder and was quoted $108 for accident forgiveness to replace the tv. While replacing a tv screen is technically possible, it would need to be done by a professional and would be very expensive. What we offer our customers is a very good deal and replaces the tv while the customer continues making payments as per the original agreement. 
  The tv was not picked up because it is useless for us to do so, we cannot resell a broken tv.

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

   

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22716125
  
  I am rejecting this response because: they said they never picked up the TV but I handled the manager ***** the tv out the door and they came back said it was broke and said we had to pay for it and the next day I messaged saying I would just come down pay for it and pick it up and they told me they left it here but I have checked every where around my house and it not here so I don't think I should have to pay a dime for it 
  
  Regards,
  
  ***** ***

  Business Response

  Date: 01/05/2025

  Thank you for your response.  Here is what the manager has to say:
  
  I was off work on Thursday the 19th. The text messages the day after the return verify that the account manager in fact left the tv at the home. Which is honestly neither here nor there. Broken tv's need accident forgiveness paid in order to return or replace them. 

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

• Initial Complaint

  Date:12/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for the washer&Dryer for delivery and I called to get a delivery date and they said they can't service me with my delivery.

  Business Response

  Date: 12/19/2024

  Thank for taking the time to leave a comment.  To receive a refund, please contact our *********** at **************.  They are open Monday thru Friday from 9am-5pm.  Thank you!!! 

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm have been trying to tell rent to Own in ********. They co-workers have been harassing me. I have text and threats from then. They will not work with us. My wife has health issues and medical bills. So it's hard to to keep up at times. I have tried to work a payment plan out with them and they are giving me a hard time.

  Business Response

  Date: 12/15/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  The regional manager over the store has stated that he has already contacted you on this matter and has made arrangements with you.  If you have any further questions, please feel free to contact our *********** at **************...thank you!!! 

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was put down as a Reference on someone elses account. They called one month looking for them, I offered to pay the payment to help. But then Rent 2 Own decided to make my card an automatic payment on the account. To be honest I didnt catch it for months, finally did in August and called and asked them to remove it. And they just keep taking money. The person that has a rent 2 own account is not on my bank.

  Business Response

  Date: 11/30/2024

  Thank you for taking the time to leave a comment.  Please contact our *********** at ************** for further assistance.  Thank you!!! 

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had my reclining couch and rocker for 8 months through Rent 2 Own in ************ and they refused to come out and fix them

  Business Response

  Date: 11/19/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  Here is what the manager over the Ironton store has said:
  
  My delivery team came out on 8/29 to drop off a PS5 to you and I had followed up with them in asking if there was an issue then and they said nothing was brought up about the living room service. I have spoken with my service manager as well and he reassured me that he had tried to call you on 11/11-11/12 but got no response. I was unaware of any on going issues that started from when you got the living room. We pride ourselves on servicing our customers, we have no issue on coming out and getting this resolved at your earliest convince. We do however just need you to contact us that way we can get this taken care of. My name is *** **** ************ I look forward to your phone call that way we can get this taken care of immediately. Thank you so much and Im very sorry of this issue. 

  Customer Answer

  Date: 11/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22567175
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 11/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22567175
  
  I am rejecting this response because: they lied and never contacted me about trying to fix the couch and recliner that I had through them
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased an Xbox and a TV from rent to own in heath ***** They came out a few weeks ago we told them to take it if they needed to because it would be awhile before we could do anything. They said keep it call the store. It took me a few days due to my job schedule but I called I told the lady I only had a few minutes as I was still working but wanted to try and rectify this. I gave her a new card to run and told her the one on file to not run anymore because there is no money on it. She put me on hold for over 15 minutes, after I told her I was still working. I had to get off the phone for work. I am the only one working so my work schedule is hectic she is now harassing my husband and threatening to file charges on me after she ran my other card and over **** my account by 300 dollars which is over the amount I owe anyways. They committed fraud and theft by running my card and now threatening me with theft charges but will not come get their things by the time I get off work and get my kids settled I have no time for anything. I want them to come get their stuff or I will be filing a police report for them running my card without authorization.

  Business Response

  Date: 11/19/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  The regional manager over the ***** had ***** from the Heath ***** try to contact you directly on 11/19/24.  Please call the ***** at ************ or text them at740-281-2750 to speak directly to someone between the hours of 10am-6pm Monday-Friday and 10am-4pm on Saturdays.  They will do their best to immediately get you taken care of.  Thank you!!! 

• Initial Complaint

  Date:11/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to the business establishment rent to own in waverly desperate and in need of a fridge. Went in and discussed payment plans. A fridge that was $238 retail was now being evaluated at $650 and after all payments were made the total was going to be paid was going to add up to $1080. A bit much and the clerk a guy named ***** was so rude that my girlfriend had to leave in tears. Kept making comments about if you dont have enough money to maybe find somewhere else to go. Very unprofessional not to mention a nearly 300 percent mark up on people who are financially hirting

  Business Response

  Date: 11/16/2024

  This is in response to complaint 22561599.  The manager over the store, ***,  has asked for you to reach out directly to him at **************.  Thank you!!! 

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a couch and recliner about 4 weeks ago I have received the couch still not seen a recliner I have called several times always put off saying it should be here on the truck Friday . I have paid my payments I would like my recliner or my money one

  Business Response

  Date: 11/15/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a message.  Here is the manager's response:
  
  Good Morning **** *******! I am terribly sorry about this issue that's going on. The CSR who had ordered the recliner for you had told me that she informed you that your new recliner would be here on our last truck or this upcoming truck. The company that we had to order your recliner from we only get a shipment from them twice a month. Where you wanted new there was none in the company that were available so to ensure that we get you what you are asking for we had to special order that. I am very sorry that you feel like you have been giving bad service. We pride ourselves on taking care of our customers the best way possible in a very timely manner. I double checked the PO, and it does say that your recliner ETA date is 11/15. I will have the delivery team bring the recliner straight to you once we receive it. I will also take some money off the back end of your bundle due to this issue. If you would like to speak with me, you can always reach me at the store, and we can go over the savings on your agreement ************. That way we are all on the same page. We appreciate you and your business. I will make sure this gets taken care of as soon as your recliner gets here! Thank you and I'm very sorry for this again. 

   

   

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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!!!