ComplaintsforRent 2 Own

• Initial Complaint

  03/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From 2/29/24 till 3/30/24 rent 2 own has taken 8 payments from me totaling 402$ my weekly payment is 68$ let’s do the math rent 2 own!! They also try to get my daughter that also has a rental agreement with them. They call her and try to get into other people’s places because they can’t get ahold of them!!! That’s putting her in danger!’ I’ve called they over and over about taking extra payments from me. They come u with all kinds of reasons. I have auto pay so this is insane

  Business response

  04/08/2024

  This is response to Complaint ID ********.  Thank you for taking the time to leave a comment.  The manager over the store and the regional over the store have tried to contact you several times and have not been able to reach you in regards to this matter.  Please contact the regional over the store, Jeremiah, at ###-###-####.  Thank you!!!

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I arranged to buy an ***** ******* *** from the company, but encountered discrepancies in price and specs. Despite confirming my purchase in the morning, delays due to FAFSA issues prevented me from finalizing. When I sent my husband, the computer was sold, despite assurances. The company's lack of communication and selling refurbished items without disclosure is unprofessional. This incident raises concerns about the company's professionalism and business practices. Not only were the advertised specifications and price inaccurate, but upon further investigation, it was revealed that the model in question was refurbished, a detail that was not disclosed during the transaction. Despite being charged the same amount as the advertised price for a new product, I received a refurbished one instead. Furthermore, the lack of communication and the apparent disregard for customer satisfaction, demonstrated by the sale of an item that was already promised to another customer, are unacceptable. This experience leads me to believe that either the sale was not intended to proceed from the outset, or the company engages in dubious practices. Overall, the combination of poor professionalism and the sale of misrepresented items reflects poorly on the company's integrity and ethics. Not only did this waste my time, my money and cause a major inconvenience, but they have no remorse, no care about their actions and the issues they cause.

  Business response

  03/20/2024

  This is for complaint # ********.  We always try to be as transparent and communicate the best with our customers. Unfortunately, we do apologize for the miscommunication, but it is our policy to not hold merchandise unless we have a deposit.  On our website, all ***** ******* models have "RFB" in the beginning of the model number, which stands for "Refurbished".  If you would like to proceed with the rental, we will be more than happy to get you an ***** ******** ***** **************.  Please let us know if you would like to continue with the rental and do business with us.  We would love to have you as a customer!!! If you have further questions, please contact the store manager, Dawn, at ************.  Thank you for taking the time to leave a comment.  

  Business response

  03/20/2024

  This is for complaint # ********.  We always try to be as transparent and communicate the best with our customers. Unfortunately, we do apologize for the miscommunication, but it is our policy to not hold merchandise unless we have a deposit.  On our website, all ***** ******* models have "RFB" in the beginning of the model number, which stands for "Refurbished".  If you would like to proceed with the rental, we will be more than happy to get you an ***** ******** ***** **************.  Please let us know if you would like to continue with the rental and do business with us.  We would love to have you as a customer!!! If you have further questions, please contact the store manager, Dawn, at ************.  Thank you for taking the time to leave a comment.  

  Customer response

  03/21/2024

  I do not wish to rent the computer is one of the reasons for this rejection due to no mention of the funds needed to hold anything was ever mentioned the day before, the day this occurred  this occurred and as well the week prior when inquiring about the product nor being called back about it either. I spoke to three different people in one day and for a like this to be a guideline no one seem to know that until mentioned here in response we.  To include no mention at all about the computer being refurbished .  As the model I was sent information and pictures from do not match any of the online models that are advertised which was attached to this complaint.  
  
  Regards,
  
  *** *****

  Customer response

  03/21/2024

  I do not wish to rent the computer is one of the reasons for this rejection due to no mention of the funds needed to hold anything was ever mentioned the day before, the day this occurred  this occurred and as well the week prior when inquiring about the product nor being called back about it either. I spoke to three different people in one day and for a like this to be a guideline no one seem to know that until mentioned here in response we.  To include no mention at all about the computer being refurbished .  As the model I was sent information and pictures from do not match any of the online models that are advertised which was attached to this complaint.  
  
  Regards,
  
  *** *****

  Business response

  03/22/2024

  Our company is always trying to be transparent. We will definitely look into which model number was sent to you.  Hopefully, if you ever would like to rent from us in the future you will have a better experience.  Any further issues, please contact the r******* ******* over the store, Jeremiah, at ###-###-####.  

  Business response

  03/22/2024

  Our company is always trying to be transparent. We will definitely look into which model number was sent to you.  Hopefully, if you ever would like to rent from us in the future you will have a better experience.  Any further issues, please contact the r******* ******* over the store, Jeremiah, at ###-###-####.  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my boyfriend was admitted to the ER i called to tell them that i will be late on pay They told me i will be able to make that payment on Mar 1st i told them that will be fine and i’ll send the payment after 6 because that’s when i get paid is 6pm on friday so when the 1st came around they auto pay my card of 103 at 9am. they charged a card that was supposed to be taken out of there system AND i was not set up on auto pay i called them to tell them that they charged the wrong card and that the card wasn’t even supposed to be in there system anymore i havent used that card on any payments but my first payment with them i also stated how i wasnt signed up for auto pay the lady on the other end of the phone told me that on her end that i was set up for auto pay and the agreement was to pay on friday i told her i was aware of my payment being due on friday but i told the lady i talked to on 23rd that i will be paying through the app after 6pm she refunded me and told me to pay once i get the money after 6pm i said okay and asked once again to take me off auto pay and to remove that card that they charged 103$ on because that card shouldn’t be on there she said ok i havent received that refund yet and decided to wait to pay on the other card they should be using until my refund is back the next day on the 2nd they charged the card i didnt authorize them to use AGAIN i called and told them i have yet received my refund and will not pay until i received it so im not out of 200 a man got on the phone and basically verbally harassed me and said i will not be receiving another refund until they get there laptop back or a payment. i told them i don’t think it’s right to give them another 100$ when i still haven’t received the original 100$ they took off a card they shouldn’t have and told them multiple times to take it out there system seems illegal he said if i dont pay by monday he will be at my door whether i got my money back or not from card they were unauthorized to use

  Business response

  03/14/2024

  This is for complaint #********.  Thank you for taking the time to leave a review.  This is what the manager over the store has responded: 
  
  She called in she has been setup on auto pay. She had a commitment for us to run card on 3-1-24.. she then wanted a different payment date and amount to run.  She told us to run card. Then once card was ran she called in upset about us running the card. She had been set up on auto pay since day of agreement 
  
  We then refunded her money . She gave us another commitment date.  And now is 19 days late.  She has since contacted us at now has a payment arrangement. 

  if you have any further questions, please contact the manager ****** directly at ###-###-#### or you can also contact the regional over the store, ****, at ###-###-####.  Thank you!!!  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I moved into my new home I signed up to receive a bed online from Rent 2 Own. They dropped off the bed while I wasn’t here and left with my spouse. They did not provide any paper work or have me sign my contract. 1 whole year later I am still paying on this bed despite not having a valid contract with them. They have taken unauthorized payments from my bank account on 4 different occasions. I had no idea the term of this contract was longer than 12 months. Also had no idea about the same as cash option. They have threatened me with the law, stated they would remove my bank accounts from their system and never did. There are a lot of deceptive practices happening with this business and I would be happy to provide the text messages back and fourth with me and rent 2 own.

  Business response

  03/05/2024

  This is in response to BBB Complaint #********.  Thank you for taking the time to leave a review.  The regional manager over the Newark store has said that the store is going to try to reach out to you to discuss this matter.  If you have any questions, please contact the regional manager over the store, ********, at ###-###-####.

  Customer response

  03/08/2024

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone used me as a reference at this Rent 2 Own location and I've been receiving multiple phone calls about this weekly and they still continue to call my phone and it's in my opinion becoming borderline harassment. I personally feel like I'm being harassed by this company over something that I have absolutely nothing to do with. I understand they're trying to chase down a debt but this isn't mine and I'm not going to continue to feel like I'm being harassed over this. Enough is enough. Call someone else. I'm at the point I'm going to take legal action against this company if they call me again. The guys name is ***** that keeps calling me. I have several voice messages from him over the last few weeks.

  Business response

  02/29/2024

  This is for BBB complaint #********.  Thank you for reaching out to us thru the BBB.  The regional manager over the store has removed that phone number from the store's system.  He has assured that no more contact will be made on our part.  If any questions or concerns, please contact the store directly at ###-###-#### or our home office at ###-###-####.  Thank you and have a great day!!! 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’m got a pc from athens Ohio rent 2 own and had it shipped to Maysville ky Rent 2 own but the specs Athens gave me on it wasn’t right they told me it was a 3060 ti 1tb and I got it and it’s only a 1650 500gb I called and they said there’s nothing they can do about it I was expecting to get what I’m paying for isn’t that false advertising?

  Business response

  02/27/2024

  This is for BBB Complaint ********.  The manager of the Maysville store has reached out personally to the customer and has reached an agreement with him.  The customer will get the correct product for the same discounted rate.  If there are any more questions on the customer's end, please feel free to contact the Maysville store manager at ###-###-####.  Thank you!!! 

  Customer response

  02/27/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Rent to has been charging me for a freezer that I never purchased so far they owe me over 2000.00 dollars and refuse to repay me I have talk to manager and regional manager and just keep getting told there is nothing they can do I am at my witts ends

  Business response

  01/30/2024

  This is in response to complaint #********.  If we could please know which store you rent through and are having the issues with we will be more than happy to further assist you.  You can contact our Home Office at ###-###-####.  Thank you!!!  

  Customer response

  02/07/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  ###-###-####

  ******** , ***** ********

  Rent 2 Own

  Feb 7, 2024 3:17 PM

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RTO sent an unauthorized request for a payment causing me to overdraft incurring several overdraft fees totaling $175.00 I'm on a fixed income, I can't afford to pay my necessary bills because of all these charges I would not have had if they hadn't withdrew funds I did not give my permission to do

  Business response

  01/08/2024

  Thank you for leaving feedback on the Better Business Bureau.  This is for complaint #21100906.  This is what the manager of the Ironton store has responded to this complaint:
  
  Ms. ****** texted into our system on 11/8 and said she thought she was on automatic withdrawal; confirmed with a message back from an employee with card number ending 3431 she replied back with yes. Ms. ****** is set up to make monthly payments. On 12/5 Ms. ****** called in a 2 week payment with a different card number I’m not sure if it was a mistake on our end but the card that she used was set up on the autopay so when the payment came due it processed for a month. Ms. ****** called into the store a few days later wondering why so much was pulled I explained that to her and apologized for the misunderstanding; I also refunded Ms. ****** that same day the amount that was ran and I then helped the account to pay it up until the following month of when she got paid. We appreciate her choosing to do business with us and we take it very seriously on making sure we help our customers when needed! Ms. ****** has been a fantastic customer with us and that’s why it was no issue to refund that payment and get her some help. We are so sorry that her experience in the month of December wasn’t up to par. We did everything we are aloud to do to help her. I hate that she got overdraft fees but on our end we cannot give money back for that; because when agreeing to be on autopay the customer needs to make sure the correct funds are available. Again; we appreciate her and that this was the place she choose to get her product from! From all of us here we are terribly sorry and in hopes that this is something we can overcome and can continue to see her to ownership on her products! 

  If you have any further questions, please feel free to contact the Ironton Store manager at ###-###-#### and she will be more than happy to help.  Thank you!!!!  

  Customer response

  02/15/2024

  you all have notified me that you notify them that they haven't responded in any way to me about the matter. So, I was wanting to find out what to do or what to do next, or whatever, any anytime today, will be fine to reach me. Thank you.

  Customer response

  02/15/2024

  Yes I gave permission for this to be an automatic withdrawal method for my monthly payments but that was not the agreement on this month's transaction. I and the person I spoke with agreed on 2 two week payments that's why the payment was half of the payment not to be done as a automatic withdrawal 2 weeks later. This person knew I paid my payment with automatic withdrawal on the 3rd of the month and this particular payment was divided in half for me to pay in two payments by me calling in the second payment. When I called to do so the day the second payment was due a full payment was withdrawn and had caused my bank account to overdraft. I did have the money in the account to pay the 2 week payment as discussed. Therefore I became overdrafted for several days costing me a payment of$175 dollars in overdrafts.  I  feel rent-2 own should refund these charges because I  did not authorize the withdrawal for this particular transaction. The person I discussed this with did not enter the payment properly as discussed Therefore the overdraft charges are their fault and should be returned to me. I feel like all the business I have given them that I have not been treated properly and will do my further business with another company. 

  Business response

  02/16/2024

  Good evening!!!  This is the response from the Ironton R2O store manager:

  Good Evening; We are so very sorry for this inconvenience to you Ms. ******* still. In the future please if you ever plan on making a 2 week payment when you get paid monthly  we ask that you speak to an account manager, collection manager or the store manager that way we can make sure it doesn’t happen again. As soon as you called in we refunded the payment ran plus we also moved the account 2 weeks to help you which was totaling $176.26 to get you due the following month. We pride ourselves on giving the best customer service that we can! I personally will give you a call on 2/17 to speak with you. We love that you chose to do business here! You have been a wonderful customer here at rent 2 own and we appreciate you and your business that’s why it was never a second thought to get the payment refunded as soon as you called plus help the account till the following month! Again we are so very sorry for this inconvenience and we hope this isn’t the end of you renting with us because we do appreciate you are rent 2 own! 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had told rent 2 own that my phone I got from them was stolen! They are still demanding I pay 150 for my payment I don’t feel the need to pay this if my device was stolen I keep telling them this but they ignore that fact. I also have insurance on the phone but they have not offered to replace it for me ! I have a police report on my stolen phone !! I had told them that as well! I feel like at this point I’m just being harassed and they don’t care about the fact that my phone was stolen ! They haven’t even asked me for my police report just demanding money !

  Business response

  12/15/2023

  The store manager, ***, has asked for the police report to be dropped off at the store for them to move forward.  If any more questions, please contact the store manager, ***, at ###-###-#### or you can also contact our home office at ###-###-####.  Thank you.  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my customer number is *******. My rental agreement number is ******** for this platform that I bought last September 2022 in West Union. The platform was only supposed to be $120. It is supposed to be paid off September 2023, but this lady whose name is ****** ****** who goes by the name ***** told me that I am still paying on it. She said since I didn't do 120 days same as cash ( which I was not told what that statement meant) she told me that I still owed on the platform. She then gave me a receipt , but told not to pay attention to the receipt, but it says on the paid out on the receipt and that I still have to pay on the platform. Then this lady named ***** told me that my mattress I bought from them was 120 same as cash also. she also said I have to pay $100-150 in Feb 2024 for finance accrued. That is why is say Feb 2024.

  Business response

  10/30/2023

  ******, the manager of the West Union store, has tried to contact Ms. ****** on several occasions since the complaint was submitted and she has never returned any of the phone calls.  Ms. ****** can contact ****** directly at the West Union store at ###-###-#### to discuss this matter whenever it is convenient for her.  

*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. ↩