Business Profile

Appliance Rental

Rent 2 Own

Headquarters

Complaints

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

Customer Complaints Summary

90 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/17/2025
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 always go online and pay my bill with Rent to Own with my debit card. Rent to Own decided to take it upon themself to run my debit card without my permission. $330 was taken out of my account by them without my permission. Today, Rent to Own tried to charge my debit card 4 times without my permission. When I called and spoke with the individual, he stated that he will take whatever he wants out of my account and that he can do so.
Business Response
Date: 04/21/2025
This is in response to Complaint #********. Thank you for taking the time to leave a complaint. The manager over the store has state that she spoke to you last Thursday, April 17th. She has stated you were set up on Autopay and the account was running late. She reviewed the transactions and the payment history on your account and did not see a withdrawl for the amount you stated. She also stated that you paid off the item for the total of $58 on 4/17/25. If you have any further questions or concerns, please contact the manager at your local store at ###-###-#### or you can also contact our Home Office and speak to the regional over the store at ###-###-####. Thank you.
Customer Answer
Date: 04/28/2025
If I was on autopay my account would not have been late! I have attached the screen shot where that specific amount was taken out of my account. I'm not able to log into Rent to Own (I have been blocked access). I have also attached a screen shot of that.
Business Response
Date: 04/29/2025
This is in response to complaint #********* Thank you for taking the time to respond. The manager over the store is still trying to contact you to resolve any issues. Please contact the store at ###-###-#### or you can also contact our Home Office at ###-###-####. Thank you :)
Initial Complaint
Date:04/11/2025
Type:Sales and Advertising 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 husband and I have been customers with r2o for a couple years now. Always making on time payments with no issue. Payments were always direct pay coordinating with paydays. We have washer/dryer combo ****** on one account that comes out of my bank. We then got a couch. A decent sectional. That was coming out of my husbands bank account. Last month he was in a horrible motorcycle accident that left him a long road of recovery. We had been speaking with a worker about the sectional who insured us everything was fine and we were late with payments but was aware of payment arrangements. Today they took $313 out of MY account. My card was not authorized for the couch account. Took every bit of remaining money we had left to make do until insurance sent us money regarding the wreck. Every bit. So I had to cancel my card and calling first thing 10am to have them come get their stuff. I get they are a business and need their stuff. Given we have made years worth of payments, no issues not contacting us saying they were taking money from an unauthorized account. I would have told them to get the couch immediately. Shady people. Very very very shady BECAUSE the worker we had been in contact with INSURED us that everything was fine and we were in communication. Now we are disputing the $313 with my bank I have cancelled my card and they can come get everything. Great job R2O for losing a decent customer and thank you for taking every bit of money we were holding on to make it. Maybe teach your workers not to tell people everything is fine when indeed it isnt and we were lied to. I have no issues returning all products. I have issues with you saying we were covered. Even acted concerned for my husband. What a joke.
Business Response
Date: 04/21/2025
This is in response to complaint #********. Thank you for taking the time to reach out. Please contact our *********** at ************** / Monday-Friday between the hours of 9am-5pm for further assistance...thank you!!!
Initial Complaint
Date:04/03/2025
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.
My contract agreement was for monthly payments of $159.53 for 18.92 months at a total of $2,648.80 for a gaming laptop starting 06-03-2023. Today they are still saying I owe 3 more months of payments. After I was told was already paid off. Then it isnt then its only one more now its 3 more..When using basic math and applying the agreements amounts my total amount paid and scammed out of far exceeds the $2648.80. That is also adding in 2 "free" months which turns out is not free at all they add it to the end of your payments. Or rather they just pause it temporarily. Keep in mind this laptop was supposed to be new, it isnt. Now they are blowing up my phone and email and now threatening to charge late fees even though its been paid for and much more. This isnt my only contract they have done this with. I have also recently paid off a new iphone 13. as well which they got me out of hundreds of dollars more than agreed as per my contract. I origin. Wanted the 11 but it wouldnot work right no matter what they did so they offered the 13 for the same amount and time as the 11. Not to mention when i tried to use my "no questions asked" replacement insurance that is included in the monthly payments and supposed to last a year after an item pays off they said they could only have the said phone sent it and I could rent another for more money while I wait for the one that i already payed way over for. And paid insurance on to to come back (fixed or not). This is theft and just plain wrong and false advertising to boot. Ugh someone please help me get back what i overpaid for these items. Just the refund for all i overpaid and my paid insurance is all im willing to accept. Because now I have to dig out older contracts and bank statements for various other items from this business and see if ive been scammed outta money with those as well. They should be ashamed tbh. Its disgusting to do ppl who are on hard times.
Business Response
Date: 04/07/2025
This is in response to Complaint #********. Thank you for taking the time to leave a complaint. Here is what the store manager has replied:

This customer was never sold a new computer, her item was preowned when she purchased it, she was given free time on her agreements initial payments, which does extend the agreement payoff date, she had an issue with her item and was given another laptop newer than what she had originally purchased for the same weekly price. I will payout the device at current amount paid for the item. The i phone is not a device we give back to customers as they are sent back to vendor, she was given a newer device with all payments applied over to the device. The Club plan she is discussing is not a free service as it must be paid for weekly, biweekly, or monthly and does state that there may be deductibles to be paid to fix or replace items as it is not an insurance program.
If you have any further concerns, please contact our Home Office at ###-###-####. Thank you.
Business Response
Date: 04/14/2025
Please contact the regional over your store, ****, at our Home Office at ###-###-#### between the hours of 9am-5pm Monday-Friday. Thank you!!!
Customer Answer
Date: 04/23/2025
I am rejecting this response because:

None of the issues or concerns or the fact that everything done by this place by definition is not just false advertisment, but is also fraud and theft. To which most other people who literally scam money from someone let alone many times get arrested and charged. How is this any different? Being how it isnt different i want everything they tricked or scammed me out of. Every last cent i have overpaid i want back and im gonna ask for a second time to have my contact info deleted from their system. I dont want mailers I dont want text and definitely dont want anymore calls from this business..all of which i am still receiving.

Regards,

****** ******
Initial Complaint
Date:04/03/2025
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 bought a PlayStation portal for my husband for Christmas. Didn’t think I would lose my job then they decided they were going to harass me all the time. Be rude and unprofessional. ****** is the worst person. ***** doesn’t run the store correctly. ******** is perfect I got **** on my payments and I did what I could. But they decided to take it back I go to pay and ***** is an *******. I paid for this I want my money back. I hope your store shuts down!
Business Response
Date: 04/07/2025
This is in response to complaint #********* Thank you for sharing your concerns with us. We understand that you’ve been going through a difficult time, and we regret any frustration you’ve experienced during your interactions with our store. We have tried to work with you to find a solution that worked for both of us, yet every option we have provided has been met with your dislike for our company and all of our employees. At this point I do not believe anything we do will make you happy. After careful consideration, we have decided that we will no longer be able to continue our business relationship with you. If you have any further issues or concerns, please contact our Home Office at ###-###-####.
Customer Answer
Date: 04/07/2025
I am rejecting this response because:
you lied to me and never contacted me when I went to pay it you are pretty much lying to your customers. Your customer service is terrible and you’re all terrible people.

Regards,

***** ******
Initial Complaint
Date:02/21/2025
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.
The manager of this location has ignored my SET payment plan and has charged my bank account 3 times within a week without authorization. When calling the business the figure out what was going on I was talked to very disrespectfully and hung up on. I was not angry until I was hung up on. The manager herself ******* **** up on me 3 separate times. I have since contacted cooperate who keeps transferring me around without allowing me to speak to someone. I have been a loyal customer since 2019 and am appaled by the behavior the management is displaying and treating paying customers with.
Business Response
Date: 02/26/2025
This is in response to complaint #********. Thank you for taking the time to reach out. The regional manager over the store has asked that you please visit the store and speak to the manager directly. She can see how she can help you in the best way possible. If you do stop in and still have questions or concerns, you can contact the regional over the store, ****, at **************. Thank you.
Customer Answer
Date: 02/26/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22972895

I am rejecting this response because: I have tried multiple times to speak with ******* and she doesn't have any response that explains why she deviated from my payment plan. She did say that she herself was the one authorizing the charges to my account. She did not speak to me prior to authorizing those charges and did not follow the set payment plan I have had for months now. I will not be working with ******* as she has proved unprofessional on all counts.

Regards,

****** *******
Business Response
Date: 02/27/2025
This is response to the claim rejection. The manager over the store has said that she has tried to contact you by text and by phone. You can always call in and speak to ********* at the store if you do not wish to speak with her. You can also call the regional over the store, ****, at our *********** ************** Monday-Friday 9am-5pm. Thank you!!!
Initial Complaint
Date:02/10/2025
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 had paid on 1/29 $69 ,20 to get it due on the 3 of each month. Then the box messed up. Returned it on Thursday Feb. 6. Couldn’t watch the box due to problems with it. I ask for a refund and they wouldn’t give me a refund. They said that they couldn’t. They could give me instore credit. I had to take 3 back do to not working. They said that they would call when the other box came in. They never called.
Business Response
Date: 02/11/2025
This is in response to complaint ID ********. Thank you for taking the time to reach out, here is what the manager of the store replied:
I spoke with this customer. They were offered a replacement box this morning, I spoke to them again around 5pm and offered them the new replacement box again or the option of a refund, ***** said he will talk with his wife and let me know as he really wants to get a replacement box
If you have any further questions, please contact our Home Office at ###-###-####. Thank you!!!
Initial Complaint
Date:02/09/2025
Type:Service or Repair 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.
Months and Months ago I communicated about not opting to be set up in automatic payments in which i spoke to someone who told me that it was a miscommunication regarding previous lifestyle customers && was taken off. Then, randomly my card began to be charged again without my approval of automatic payments once again.

I communicated an issue with a stove I rented to ******* in which was arranged for pickup. Since then, my card has been charged TWICE without me even having merchandise from the company. I have communicated via ******** *********, the messages go read && ignored.

The way this company handles business and the lack of professionalism is immensely insane. I have MONTHS of charges automatically being charged to my card even after revoking their approval to auto draft.

I want the last 2 payments from the date of return/communication about return refunded to my payment method.
Business Response
Date: 02/10/2025
This is in response to complaint ********. Thank you for taking the time to reach out. Here is what the store manager has replied with:

This customer was not on autopay. I did refund the payments that she is disputing even though it looks like she had text in to pay. We picked the stove up on 2/6/25. I have also reached out to her to let her know about the refund.

If you have any further issues, please contact our Home Office at ###-###-####. Thank you!!!
Customer Answer
Date: 02/18/2025
It has been resolved. Thank you.
Initial Complaint
Date:01/25/2025
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.
The company came out to my house when I was not home, my 16 year old sister was there month watching my eight month old baby they pounded on my door for over 20 minutes straight, stood on my porch screaming, sat in my driveway with their horses, blaring peeled out ofmy driveway, tearing up my yard and my neighbors yard.The 2 females harassment triggered my 16 year old ptsd inducing panic. I told them I was not home and they still chose to stay making my 8 month old very scared and stressed when they heard her crying they laughed yelling we know youre in there we hear the baby. My 16 year old sister is not allowed to let anyone into my home while I am away and I told rent 2 own that. I asked them to come at 6 when Id be off work.They came onto my property without permission, harassed my sister, damaged my property, induced panic, and then partook in criminal mischief.I had tried paying on line and it would not work and I sent them screenshots saying the system was down as it was and I got left a voicemail saying I was lying and I am just broke.
Business Response
Date: 01/27/2025
This is in response to complaint #********. Thank you for taking the time to reach out. Here is what the manager of the store has replied:

We went to the residence to retrieve our merchandise. We announced who we were at the door and got no response. When we attempted to back out of the driveway the vehicle got stuck in the median in the middle of 2 roads. We had the vehicle pulled out of the median not yards. We did apologize that the vehicle got stuck. The issue was addressed through text messages with *******. ******* at the time stated she would have our merchandise outside Thursday 01/30/25 for us to pick up. Once we have picked up our merchandise, we will have no need to return to her residence. If any more questions or concerns, please contact our *********** at **************. Thank you!!!
Customer Answer
Date: 01/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22857222

I am rejecting this response because:

Regards,

Madison ***********
Customer Answer
Date: 01/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22857222

I am rejecting this response because: this is not what happened. This does not say why they were yelling and pounding on my door, this does not explain why they were blasting on the horn in my drive and then peeled out. Why did they come 2 times knowing I was at work and proceeded to harass my home knowing I was at work.
why were they at my home harassing my 8 month old daughter and 16 year old sister for over a half hour?
I had 2 different neighbors call me angry because of how they were acting. And the medium is actually people yards, if they did not peel out of my drive way there would have been no possible way of them getting stuck considering I keep my drive way shoveled and salted and my road was clear. They were at least 50 feet behind my drive way and at least 20 feet off of the road. I have pictures of where they were that I had sent over to rent 2 own.

Regards,

Madison ***********
Business Response
Date: 02/03/2025
I'm so sorry you have dealt with difficulties. We would like to help resolve the issue. Please call ************** to speak with a Regional Manager. Ask for **** and they will direct you to him.
Customer Answer
Date: 02/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22857222

I am rejecting this response because: I made the payment then they closed my account, told me I never made a payment and theyd re open my account and never did that either.

Regards,

Madison ***********
Business Response
Date: 02/11/2025
Please contact the regional over the store, ****, at our *********** for further assistance. You can reach our *********** by calling ************** Monday through Friday 9am-5pmthank you!!!
Initial Complaint
Date:01/13/2025
Type:Sales and Advertising 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 ended up having some financial issues and a death in the family and I had to miss a good amount of work and had to go out of state to attend their funeral and help sort thru their belongings. I got very behind on my bill and was trying to find any way to pay it. I told 3-4 different people in the store about my situation and that I only had a certain amount of money in my card. They were extremely rude, they blew my phone up multiple days in a row even after I had talked to people in the store, and they began to harass and threaten me. I was texted from private phone number, the store phone, and every conversation I was threatened and talked down to. I had a check coming but the weather affected when it would arrive and because of this I was threatened with police and law suits over something I could not control. I have never been so disrespected and treated so badly by any one in customer service like this before.
Business Response
Date: 01/14/2025
Thank you for taking the time to leave a complaint, here is the store manager's reply:
This account is a first payment default 24 days past due, we need this merchandise returned or we need payment in full. This is not harassment we are following our collection guidelines, and she has terminated the customer agreement due to nonpayment, we need this resolved per her agreement by either merchandise returned or payment in full.
If you have any further questions or complaints, please contact our Home Office at ###-###-####. Thank you.
Initial Complaint
Date:01/02/2025
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 out of town and thought my payments were going through. Come to find out they werent coming through and now sense its past do they will not work with me on a payment arrangement and have been stocking me and threatening me at my door. I want to keep my product and for them to leave me alone!!!
Business Response
Date: 01/08/2025
This is for complaint #********. Thank you for taking the time to leave this message. This is what the regional manager over the store has replied:

The customer is a first payment default going on 30 days past due. We cant start business like this and continue it. We will always per-sue for payment and call and visit. The customer has been home and will not answer the door. With this being a new customer, we need to pick the merchandise up or receive payment to catch them up completely to their next pay day. We are not stocking we are collecting. It either has to be the payment or the merchandise. We also have a phone number to call us to make payment or she can go online. The payment is needed and expected.
If you have any further questions or concerns, please contact our *********** at **************, Thank you!!!
Customer Answer
Date: 01/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22759885

I am rejecting this response because: they are not working with me on a payment option to get me caught up

Regards,

****** *******
Business Response
Date: 01/10/2025
Thank you for taking the time to respond back, here is what the regional manager over the store has responded with:

Since you are a new customer, we have to establish a pay history before we are able to go further with this account. You will be required to either pay up the account or return the merchandise. Please contact our *********** if you have any further questions or concerns at **************. Thank you!!!

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Rent 2 Own is BBB Accredited.