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:10/30/2022

  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.

  I authorized the Wilmington, OH to use my card as a one time payment but didn’t ask them to keep my card info on file. On more than 1 occasion now they have run my card without my permission and have costed me to be late on more important bills than the bill for my bed. These people are constantly contacting me and calling even after I text them back to the point during their business hours I can’t even use my phone. I’m constantly having to explain myself after I tell them I had to pay a more important bill and will get their payment later and they ignore it. They took money out of my account this time and now I’m short on rent this month on my home. I’m beginning to get extremely upset about it because I never gave them any authorization to remove any funds from my account in any amount except for once.

  Business Response

  Date: 11/03/2022

  I have reached out to the store manager **** ****** on complaint # 18335489 with ********* ****. He said the customer has been over 3 weeks past due on his payments for his rental agreement. They visited his address and he paid $50.00 and agreed to return the headboard and keep the mattress and platform. He said he would pay the following day when he was paid from his job. He broke the commitment. The store contacted him and he agreed to have them run the payment and agreed to have it put on auto pay so he could keep the bed. The auto pay card kept declining, it will keep processing for payment until the payment is made and brought current. It was a week past due and the payment went through on the auto pay 10/29/22. They reminded him he was on auto pay and he didn't reply back. Since the complaint he has account has been taken off of auto pay. He can stop in or call in and speak with **** ******. He is willing to see what can be worked out with him.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

   

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Rent 2 own Towne Blvd Middletown ohio took money out of my bank account without my permission! Never been on any kind of auto pay ever. They overdrew my bank account on 10/14/22. I also got a letter dated the 10th saying account was terminated but still took 206.12 out of my bank account. The disrespect and harassment has been unreal. I have tried to give back merchandise but want my money back in my account they had no right to take ever. Then want to say they will bring a signed receipt that they put the money back and pick up washer and dryer. Showed up no receipt and didn't take washer and dryer and tell us we are paid up to 11/10/22 which they took illegally out of my account. They can have their merchandise we just want our money back. They talk to you like a dog and text and call everyday. Then yesterday got a scare letter from their lawyer saying.our account is terminated to give stuff back immediately. If that was true why tell us that the money you took without or permission that we are paid til 11/10/22. All we want is our money returned that took without permission. We was told in the beginning that our card was just to be on file so that we could text pay with last 4 numbers on card and no money would be taken without our permission per ******. However they overdrafted our account t 206.12 plus 37.50 overdraft fee. We are already apparently struggling and they have make it worse and could careless. The are extremely unprofessional. ***** is the most unprofessional and talks to people horrible. I just want it over with and they can have there stuff and I want my mo ey back. I have too much going on in my life to even have to deal with this.

  Business Response

  Date: 11/01/2022

  I reached out to the store manager ***** ****** on complaint #18251410 - ******* *****. ***** has been trying to get in contact with both *** and ******* twice in the last few days. He is going to refund payment and try to set up a day to pick up the washer and dryer. He has not been successful in contacting either of them. Please contact the store and speak with ***** ******.

  Sincerely,

  ***** ******

  Facility Manager

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/18/2022

  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.

  I have $28 payment left to make on this account which probably consists mainly of nothing but late fees. I have never been as late on my account as I have been now. Today the branch manager **** contacted me for payoff which I have been speaking to them about, and I told him to contact me at 5:45 p.m. for payoff. When he contacted me I told him I was transferring money over to my card. When I transferred the money over it said that it would be available tomorrow morning which is October 19th. When I told him that he was quite rude in his response back to me through their messaging app that they message customers through and accused me, made accusations of me making him wait all day and that I knew that I wouldn't be able to make payment until tomorrow. He asked me why I would do that if I knew that payment wasn't going to be able to be made until tomorrow? I was completely thrown off as I have been in touch with him and I told him that I just put the transfer through but that the deposit will not go through until tomorrow. I did not expect his rude response and do not appreciate anybody let alone a branch manager speaking to a customer that way. I cannot believe that a branch manager would think it's okay. Anytime I have spoken to anybody other than Jeff at that location they have been rude. There was an incident several months ago with a female who was really rude to me and I filed a complaint then. I do not understand why they would think that they're going to get something resolved by being rude. They say it's only $28 but I literally just got my car out of the shop and literally just told him that the funds will be available on my card for them to take payment tomorrow morning when they open. I want you guys to see and to take a look at what he said to me on your guys's messaging app. And you tell me if you approve of his customer service? He may be a branch manager but everybody knows that you shouldn't have poor customer service and treat people badly!

  Business Response

  Date: 10/27/2022

  In response to the complaint # 18243070 with Rent-2-Own from ***** *****, I have checked with the store manager. He has shared with me and I have attached ***** *****'s payment history on his account. The payments on the account were late every payment except for the first one. I can under stand the frustration on the manager part. Especially with several of them since May were more then 30 days past due. Thank you for paying your account in full. 

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own 

  Customer Answer

  Date: 10/27/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18243070
  
  
  
  I am rejecting this response because: 
  
  Really? We all know that it can be frustrating when a person makes a payment late. That is not the point here as the issue with the payments being late has been addressed and yes I am somebody that has paid off the account in full. It is however very unprofessional that you are not addressing the difference between a manager being frustrated and then being completely disrespectful to a customer. Perhaps you should read some of the communications and address it from there to see what it is I'm talking about. At no point in time should a customer being late on payments excuse a manager treating a customer poorly or badly to the extent that he did! It is by far way more concerning knowing that you are also trying to disregard what the employee has done. By the way no all of my payments have not been more than 30 days late! Frustrated or not, my account was paid in full. It's okay for a company and employees to be understanding but at no point in time is it okay for them to communicate with me as a customer via text message the way that I was communicated to. Perhaps I need to put these communications out there for others judgment? I am simply trying to notify you guys and you are making excuse for an employee's behavior. Business is business and when money is owed to a company by somebody that is completely understandable. There is a difference between owing money though and not knowing how to conversate with the person. If you are going to excuse your employee who did something wrong with a customer of almost 2 years that at the end end up paying off their account just because of late payments, then that is very alarming! People do not get a get out of jail free card to do and say whatever they want because a customer is late on payments. And that's what you're trying to make it sound like. That's terrible
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/30/2022

  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.

  I purchased a bed frame the last 2 weeks of July as we were moving and I needed a bed frame. The bed frame I choose was slated for the mattress. I came back to the frame and when I was going to set it up parts were missing a lot of parts, some screws in the legs and the slates. I called and they gave me a screw, and the slates were missing was told they were in the back of the frame. They were not. I told them I was sold this on the purpose it had slates. They said we don’t sell those. I said it came with them. They couldn’t find them. Then brought a platform to my house that I told them I didn’t want because I didn’t want that kind of bed first off and second I wasn’t paying for it . They said they would deal with it. Then I called to pay off my acct and they said they can’t give me a platform. I told her that now she’s wasted a lot of my time and money because I have to drive an hour to give it back. After I told her In the first place to avoid this. So now I have to drive an hour back to give this this I never wanted back because I was told they would deal with it and that there store manger called to tell me and he never did. They just planned on charging me for it without me consenting. I also NEVER signed a contract for that platform, they just brought it here.

  Business Response

  Date: 10/07/2022

  I have been searching for ***** ******** account within our Rent-2-Own company. I have searched in 5 surrounding stores and I do not find an active or inactive account for the consumer. I think she may have us mixed up with another rental company. If she could provide the address to the store she is having issues I can check into getting a solution if it is with our company.

  Thank you,

  ***** ******

  Facility Manager

  Customer Answer

  Date: 10/17/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18150325
  
  
  
  I am rejecting this response because: it is under my husband’s and is name ******* ****** and it is with the heath Ohio store 
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 10/27/2022

  In response to the complaint for ******* ****** # 18150325 I reached out to the store. They did say that the customer has been waiting and having issues getting the proper slats that they requested. They did order the parts for the and took awhile to get them in. They did come and pick up the slats and parts, returned the platform and seemed to be satisfied. We apologize for the delay in getting them the proper parts. It takes longer these day for items arriving in a timely matter.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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 daughter and her boyfriend rented a computer from the circleville Ohio store. And every time they are late they go Though Facebook and Instagram asking for payment or they are going to pickup and they have people my daughter doesn’t know sending messages to her Facebook. I think this is a bad way to do business. Texting five or six times a day plus the messages

  Business Response

  Date: 10/07/2022

  I spoke to the manager on this customer complaint. They have to try all means of trying to contact the customer to speak to them about their past due payments. All they need to do is call the store and speak to the account manager or the store manager. Avoiding their attempts to call about their account is why this happens. Have them contact the store.

  Thank you,

  ***** ******

  Facility Manager

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service 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.

  These people stole money from my moms social security card after she di**. Super shady all around. Found out they charg** her like $1600 for a $400 tv anyways. Would give them 0 stars but they don’t let you do that for some reason. They found out she di** somehow and that next day they charg** her card until it wouldn’t go through anymore.

  Business Response

  Date: 10/12/2022

  ** that was living with his mother is the one that called the store and talked with the manager and said to run the card for these transactions. The manager would not just run the card. It was ** that called in to run the card. 

  Sincerely,

  Nancy D

  Customer Answer

  Date: 10/12/2022

  I am rejecting this response because: so would absolutely never authorize payment on a credit card that was not mine. I called one time weeks before she passed away for them to come and pick the television up and they never did. First and only contact with the business. I would never authorize $800 and multiple payments. This response from the business is a joke 
  
  
  
  Regards
  

  Business Response

  Date: 10/13/2022

  I reached out to our accounting/tech employee to future research into the customer complaint. Our in house system was not showing the 350.00 transaction. The tech had the ability to pull the credit card transaction history for the Hillsboro store for the card ending in ****. The card number which the transactions were done for **/****** ***********. He did indeed find where a 350.00 transaction was completed on 8/8/2022 for the 350.00. We do not know how or why this happened, it never came over into our in house system. The transaction was refunded today for the $350.00 and should appear back into card account in 3 to 5 business days. I want to apologize for the error and the auto transaction. If you have had other transactions like this please send the information over for us to dig into now that we know this has happened.

  Sincerely,

  Nancy D

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:08/24/2022

  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.

  We rented a washer, a dryer, and a refrigerator off of rent to own.
  We expected to deal with the same person in our contract, but we have dealt with SO MANY PPL working th contract and all which have our card information.
  There next level of stalking and harassment is unreal. They call off of a different cities phone number all the time. I was in a ICU making medical decision for my mom who was on life support, and they cornered me, and took advantage of my vulnerability and backed me into giving them my card over the phone, and that was just last week. Then amounts being declined started happens. In multiple amounts. We have made sure we paid them SOMETHING once a week.
  But they still continue to use our cards against our permission. We never signed or agreed for them to leave a card on file. We always resorted to paying with cash (even ******* a employee) pointed out we're cash people, because we started noticing fraudulent charges appearing off our cards in various amounts. I have screenshot of my bank statements. The last attempt on my card was tried 5x all denied because it was right before my pay day. All five times were different various amount they tried charging my card til it went through.
  They got 448 dollars off my card, then they say they never charged my card (in a text message) and I have the proof.
  Also, there DELIVERY DRIVERS. Are high 100% of the time. They came to remove my washer and dryer for repairs and flooded my whole bathroom and left the water there. With out notifying me that the water was on my wood floor in my bathroom and it is now DESTROYED. WARPED, MOLDED, AND DANGEROUS. Twice. TWICE! HAVE TWO SEVERE ASTHMATICS IN THIS HOUSE. AND TWO AUTISTIC CHILDREN UNDER THE AGE OF 10.
  Mentally 5 people have beat me down with constant reminders of lawsuits and cops over the refrigerator that I've been paying on for over a year and they tell me it's still the original price it is when we signed contract.

  Business Response

  Date: 08/30/2022

  I apologize for the delay, I was out of office on vacation. I did reach out to the manager on this complaint with Diana Cox. Said did have the customer come in and spoke with her on the issues she was having. Cassie Roberts the store manager did remove her account from the re-occurring auto-pay system. She also deleted the card information from the file. She was able to verify 2 payments had been paid on the card she provided. She paid one week and the account was them moved to be current and got her back on track for the $44.00 weekly payment. 

  Thank you,

  ***** ******

  Facility Manager

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service 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 name is ******* ******* and I am contacting you concerning a serious issue with my local rent-2-own store located in Russell, KY. My wife got sick so we fell behind a bit on payments. She and I work as a team for several cleaning companies in the Virginia Beach area.
  
  I ended up speaking with the company about 2 weeks ago and agreed to pay $62.50. They instructed me that I still had another $62.50 that needed to be paid soon and I told them I would get it paid within the next week. Then all of the sudden, about 2 days after I paid the first $62.50, a payment of $68 was taken from my account WITHOUT MY PERMISSION! I guess they had taken it upon themselves to add the last card I had used to make a payment to autopay? I contacted them about this issue, and they said it was a misunderstanding. I explained that this could not happen again bc I had just enough in the account to cover my phone bill and when they took the payment without my knowledge, it caused my autopayment to be denied and cost me money. Plus, the card they took the payment from is a shared account between my wife and mother n law, and she did not give permission to use this card for autopay!
  
  Then, about a week later, a 2nd payment of $30 was taken from my account AGAIN, without my permission. This time, it was my mother n laws money. She had just put funds in the account to cover her car insurance payment and when she realized that Rent to Own had taken her money out of the account, she was quite upset! She had to go to town on her day off and add funds back to the account which ultimately costed a fee plus gas and the overall cost of the $30 payment which she had cover.
  
  With my wife’s Health issues and being out of work, we cannot afford to have payments taken from our account without our permission. We were not offered an apology, only that “they needed to get their payment somehow”. They said it would not happen again but they said that before. I still have the text. Please help!

  Business Response

  Date: 08/24/2022

  I reached out to our Russell store manager ****** England about the complaint from ******* *******. He was able to void and refund the card back for the 30.00 payment. The 68.10 payment is not voiding in the system and can be applied back to the card. ****** is happy to refund the payment but ******* will have to come into the store and speak with ****** and he can give it back to him in cash. He did say the mother-in-laws card number has been deleted out of the payment system and no future transactions can be processed on it. Please stop in and see ******, he can assist ******* in regards to his account.

  Thank you,

  ***** ******

  Facility Mgr.

  Customer Answer

  Date: 08/31/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17701468
  
  
  
  I am rejecting this response because: I do not feel that refunding the payments fixes the issue at hand. When the payments were taken, it caused other payments that were supposed to be coming out of the account to be returned, such as our phone payment and my mother-n-laws insurance payment. This costed us both extra money due to the payments being returned plus the fees to add additional funds back to the card. I also lost service on my phone for the entire day, because I had to add funds back to the account to cover my phone payment. I have proof of this and can provide it if necessary. My phone payment is set on autopay, which I receive a discount for. When the autopay did not go through, I had to add money back to the account (which cost a fee) plus pay an extra $15 which is the additional cost of the plan if you do not use autopay. My mother-n-laws situation is very similar. She had to jump up on her only day off, and drive 6 miles into town just to put funds back onto the card to cover her insurance payment. All of this cost money and time, not to mention that it was a huge inconvenience! My wife has been ill and recently had to have a very serious surgery. When I messaged Rent-to-own about making a payment, I told them what was going on and that I would pay what I could for now, then I plan to pay it off in September. I ended up paying half of the balance due at that time. Just a couple days later, my phone got shut off. I contacted the phone company and was very upset because I thought they had messed up my payments. When they attempted to take the payment from the account manually, that is when I realized that there was not enough funds on the account, because Rent-to-own had taken a payment without my knowledge. I messaged the company and it took a couple days before anyone responded and stated that it was a misunderstanding and that they could refund the payment if needed. Instead of ending the message with an apology, they ended it with, "But we do need to know when your going to be making another payment!" Even after I had just explained my situation to them and had just paid half of the balance due on the account. I allowed them to keep the payment, because the damage was already done and it was already a huge mess. So I allowed them to keep the payment, hoping it would satisfy them for a few days. I CLEARLY EXPLAINED TO THEM THAT I DID NOT WANT ANYMORE PAYMENTS TAKEN FROM THAT ACCOUNT BECAUSE IT WAS A SHARED ACCOUNT, and they assured me that the card had been removed from the account and that no more payments would be taken. Then that following Sunday, they did it again! I ended up having to get them to refund the 2nd payment of $30, because that was not even my money, it was part of my mother-n-laws insurance payment. ****** was not very happy when I requested that the payment be refunded. He said, "Well we need to know when were getting our next payment?" I explained the situation to him AGAIN, about my wife being ill and us being out of work and instead of him trying to work something out with us during this difficult time, as all other companies have, ****** said, "Well, we don't work that way, you can't just pay whenever you want." he even went on to say, "Well that is one of the stipulations for you to have an account with us, is that you have to be employed." I told him, "We are employed, but we are currently out of work due to my wife's illness!" I explained many times that "we work as a cleaning team for a multitude of companies out of Virginia and since my wife is unable to work, then I am also out of work." She is currently on medical leave, and I am out on an exception, because we work as a team. We can return to work when she is able, but that is just not possible at this time. I felt it was very unprofessional for him to be speaking to me in this manner, especially considering that they had been illegally taking payments from our account! I felt he could've at least apologized or showed some type of compassion for our situation. I do understand that people have bad days, and that he has a very tough job! ****** has always been very good to us which is probably why I was so surprised when he didn't show any compassion for our situation. Either way, refunding the payment does not help to cover the additional cost from our other payments being returned, not to mention the heartache of having to deal with my mother-n-law and the loss of the funds from our accounts during those days. I feel the company was completely uncaring about our situation and showed absolutely no remorse for causing us these problems. The amount of money and fees it cost for our payments to be returned might not seem like much to some people, but when your out of work and your wife is sick, every dollar counts! I am requesting further assistance and compensation for this issue. I also feel that ****** should have a little more leeway when it comes to sudden financial loss due to medical issues, as well as a better of understanding of how to handle situations like these. I never wanted to say anything negative about an employee or a company, which is why I am hoping that we can solve this issue through this service. I really appreciate any help you can offer.   

  
  Regards,
  
  ******* *******

  Business Response

  Date: 09/14/2022

  The manager was able to refund the 68.10 on 8/30/22 as the payment history showed, but it could not be applied back to the bank card because it was ran at the store and not as an auto pay. The system will not allow this. The manager has it holding in the store for the customer to come in and pick up. And the account is now 45 days past due. The customer needs to come in and speak with the manager to work out a plan to get your account current. He can then be handed the money for the payment that was backed off of his account. I apologize for the miss-communications on the stores behalf, the account will soon go into a collections status if nothing has been set up with manager and the customer.

  Sincerely,

  ***** ******

  Corporate Office Facility Mgr.