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 ComplaintThe 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:05/02/2024
Type:Customer Service IssuesStatus: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 computer on 04/23/2024 online and made a payment of $12 to get the computer to the store. I was told I’d get it the following Wednesday and did not. I left for college that Wednesday night now they want to deliver it on Friday to a house thats empty that nobody will be at. I have a PTSD and a couple other disorders that cause me to have some disabilities so my brother makes phone calls for me. He tried to call 2 times to the home office and was sent to ******** voice box no reply the first time now he called again and they said they can’t talk to him cause he didn’t order it and I’m not able to to talk to them. All I want to do I cancel the order you can keep the $12 I don’t care I just don’t want the computer and have no way of getting the computer. This place has been a wreck to work with. Cancel the order I don’t want the computer. I still have yet to hear Anything from my brother about them calling him back to cancel it. Bad companyBusiness Response
Date: 05/08/2024
This is in response to complaint #********. Thank you taking the time to leave a review. ********, the regional over the store, would like to talk to you directly about this issue and to get your refund issued as quickly as possible. Please contact him at our Home Office at ###-###-#### and he will be more than happy to assist you. Thank you!!!Initial Complaint
Date:03/30/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
From 2/29/24 till 3/30/24 rent 2 own has taken 8 payments from me totaling 402$ 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 insaneBusiness Response
Date: 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
Date:03/23/2024
Type:Customer Service IssuesStatus: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 went into the store on 02/23/2024 to purchase a rental agreement on a refrigerator and stove. I left with both, and wound up leaving with a TV and PlayStation game console. I paid approximately $90-$95 as a first payment in store. I was asked if I wanted to sign up for AutoPay to receive a monthly discount. I declined, and was told that I had to have a card on file to complete the transaction, but he said he would take it back off file. It is now 03/24/2024 and they still have not taken it off file. On 03/23/24 they attempted to run multiple unauthorized transactions for various amounts. I called to ask them to remove it and was told I wasn’t allowed because it’s an AutoPay store. They have harassed every one of my references for a payment when I got behind. They threatened me with felony charges, and stalking my social media. I returned the Tv and Playstation on 03/23/2024 and was contacted on 03/24/2024 about the PlayStation being broken despite both devices worked when they came to pick it up, and They claim I am responsible for the accident fee. They also committed extortion by telling my references I was behind by $1000 when I was only behind on one payment.Business Response
Date: 04/01/2024
This is in response to Complaint ID ********. Thank you for taking the time to leave a review, here is what the manager of the store says. If you have any further questions or concerns, please contact our home office at ###-###-####.
A contract was signed. We do contact references and continue to call and message you unless you are late and have not had any communication with you. I ( store manager) was able to contact you after being late on a payment and got a payment of $54.47 and gave you help on the fridge and stove and took a commitment for the TV and ps5 to be returned the same day 3/19. It was not returned that day, it was picked up on 3/23 and the PlayStation did not work. This is a business where references will be called if we do not have communication. I would be happy to refund your $54.47 and pick up the stove and fridge. I was being helpful by giving you an additional 2 weeks free on the stove and fridge after being late.
Erica S****Initial Complaint
Date:03/15/2024
Type:Sales and Advertising IssuesStatus: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 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
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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
Date: 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
Date:03/10/2024
Type:Customer Service IssuesStatus: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 Monday, March 4th, my fiancée and I went to Rent-to-own in Grayson Ky to see if we could get a couch and chair set that we seen on the website. They didn’t have it, but the woman helping us called another store and they had it. She told us that the set would arrive at their store on Friday, March 8th, and we would get it Saturday, March 9th. I called the store to see if I could get an estimated time for when they would be delivering it, and they said that they didn’t have it. That we would have to wait until next Saturday. We have already paid towards it, had it been a delay and they called us and let us know, it would’ve been different. We were NOT contacted or made aware of any issues. I whole heartedly believe that we would’ve been left in the dark if i hadn’t called.Business Response
Date: 03/11/2024
This is in response to BBB Complaint #********. Thank you for taking the time to leave a review. Here is what the manager of the store has responded: The situation was he ordered a set of living room furniture and it didn’t come in on Friday. He was scheduled for delivery Saturday morning. Micheal called the customer and explained to him what the situation was and that we could go ahead and deliver a sofa to him on Saturday so he wouldn’t be without. Micheal sent pictures to the customer of all the sofas we had in stock. The customer agreed and we delivered a sofa to his home on Saturday around 3/3:30. His originally set ordered will be here this week. We have confirmation from Purchasing that AWF will deliver it to the store and we will deliver the set that he ordered Saturday and pick up our couch that we let him use. He was satisfied at the time of delivery.
If you have any further questions, please contact the manager Jonda directly at ###-###-####. Thank you!!!Initial Complaint
Date:03/08/2024
Type:Billing IssuesStatus: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.
This business continues to charge my debit card in different amounts over $250-300 2 two 3 times a day when it gets declined because I always have my card locked because of this they try to charge a different amount without my permission to charge my card I am not set up in auto pay they were told numerous times to take my cards off file I will pay in person or over phone and not save my card info. They continue to call me off different numbers and don’t even give me time to answer it rings once and hangs up. I have had my debit card flagged for fraudulent transactions because of the continued effort to charge my card. I had just paid $150 on my $300 payment and 3 days later they took over $300 off my daughter social Security card not even my debit card without approval didn’t call me didn’t text me anything. They just took the money.Business Response
Date: 03/11/2024
This is in response to complaint #********. Thank you for taking the time to leave a review. Here is what the manager has responded:
***** the Co Renter, talked to ***** * on the phone on Friday Feb. 26th, and told him to run the payment on the 1st and they would pay again on 3/10/24. When this payment was ran she messaged Jaman and demanded he void it. He then voided it immediately . We have been trying to reach them for pick up or payment since Saturday the 2nd.If you have any further questions, please contact the store manager, Richie, directly at ###-###-####. Thank you!!!
Customer Answer
Date: 03/12/2024
They never addressed all the charges that were made by them that they were trying to take money without my permission and consistently trying to charge multiple amounts on my card which is not allowed and I did not sign up for auto pay and when ***** requested that money back her card was never supposed to be saved in their system and they were to not charge that card again without permission I have screen shots of her messages stating that she has told them this before no action has been taken to solve the situation that I originally complained about
Regards,
****** ********Initial Complaint
Date:03/04/2024
Type:Product IssuesStatus: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 table about 2 1/2 months the delivery guys was very nice and told me that there was a big nick in the top of the table. I called Gina the person that sold it to me and she took $100 off but since then I noticed that it was peeling and chipping and I called 2 weeks ago and spoke to Doug and he told me he was unable to do anything but he would have Crystal the store manager call me I waited two days and no call then I called the home office and they told me Ben or Dustin would call me and still waiting. But Kristen the account person texted a friend of mine and told her I was late and would late fees but still no call from her to make me aware that my account was due or what they planned on doing for the table issue. I am paying $900 dollars for a table and want to pay it off but I want to make sure the problem is taken care of first. I don’t appreciate her telling my business and not even trying to contact me at all. I feel like my table needs fixed or replaced so I can pay it off and be done. Clearly nobody care enough about my business as a customer to contact me back or to take care of their damaged items. I either want a full refund on the table or it replaced with a new one or a discount on the damaged one. I also feel that something needs done with Kristen for feeling the need to tell me private business as a business that is wrong and shouldn’t be allowed I do have the screen shot of the message where she ask the friend to tell me since I was going to get late fees if you need proof of thatBusiness Response
Date: 03/06/2024
This is in regards to BBB Complaint #********. Thank you for taking the time to leave a review. The manager over the Jackson store, Cristel, has said that Ms. ******* was contacted directly by one of her employees. They have ordered her a new replacement and will contact Ms. ******* when it gets here. If there any more issues, please contact the store directly at ###-###-####. Thank you!!!Initial Complaint
Date:03/02/2024
Type:Billing IssuesStatus: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 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 useBusiness Response
Date: 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
Date:03/01/2024
Type:Billing IssuesStatus: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.
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
Date: 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 Answer
Date: 03/08/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:02/29/2024
Type:Service or Repair IssuesStatus: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.
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
Date: 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!!!
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