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

  743 E State St Ste Q Athens, OH 45701-2157

  
• 

  Rent 2 Own

  621 N Memorial Dr Lancaster, OH 43130-2561

  
• 

  Rent 2 Own

  919 Columbus Ave Wshngtn Ct Hs, OH 43160-1649

  
• 

  Rent 2 Own

  1653 N Bridge St Chillicothe, OH 45601-4106

  

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:04/21/2023

  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 husband and I have had several accounts with Rent to Own dating back to 2019. Many of which we have paid off and received title to the property. We currently have 2 open accounts. However one of the accounts was initiated by our daughter, and we NEVER signed a contract nor gave permission for the rental agreement to be in our name or on our account, however have been paying on it since 2021. We are concerned about the collection practices and harassment by this store and its employees.
  We have fallen behind on more than one occasion on our payments, but we always catch up, and again have paid thousands of dollars to this store. We NEVER agreed or signed up for AutoPay, but we are still consistently charged without permission or authorization. Each transaction attempted is always a different amount, and we are unclear what the payment actually is. We’ve asked for payment records and pay off balances to which we were denied. Our references are constantly harassed and given detailed debt information, which is not only unethical but illegal. In addition, weeks were added to contracts without notification or permission from us. Payments being made are not credited correctly to the accounts. Currently it’s listed that we have only paid 64 weeks of 104 on a contract initiated on 11/09/2021, and only 45 weeks of 121 on a contract we did NOT sign that was initiated on 12/17/2021. Neither of which are correct. The last instance occurred on 4/20/23. In which Rene came to our home while our 2 minor children were home alone. Banging on doors and windows and shouting. Telling my children “I can hear you in there”. Harassing them to the point that my 10 year old daughter was crying hysterically and hiding in a closet. Our neighbors complained of the noise and commotion and nearly called the police. I understand the need for a house call on occasion to retrieve payment or property, but harassment is unnecessary, unethical and unprofessional.

  Business Response

  Date: 04/24/2023

  Good afternoon,

  I have reached out to the store Manager in regards to the complaint #19965559 with ******** ******. The following is her response:

  I spoke with ******** today regarding her account. I
  explained we had been trying to reach them by phone and text because the
  account was past due. When we could not get a hold of them I sent an
  account manager to the residence. I was not the one that was at her home.
  ******** understood why we went to the house and explained they had blocked all
  of our phone lines from contacting them. I explained to ******** that 
  ********, who is a cosigner and I had worked out a hardship for them since he
  was the only one working. She understands now how it works and why we did it.
  ******** and I have resolved the issue, she will be contacting me today to make
  a partial payment on the account before 6pm. I gave her my personal cell
  number to reach out if she has any questions or concerns. 

  Sincerely,

  ***** ******

  Facility Manager, Rent-2-Own

• Initial Complaint

  Date:03/17/2023

  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.

  On multiple occasions they have taken money out of accounts without authorization, 3 times they have taken it out of my daughters account when I told them not to ever use her card. She had paid a payment for me one time and I told them to not save the card. They did refund the charges but it took days and she is a college student pregnant with little income, this was bad for her. I have been late on payments but when they go into my account and take money out without authorization should not be permitted. I do not have a auto pay set up, they blame this on their computer system but it all sounds crooked to me. They are very harassing, when I got the washer and dryer I gave them $500 down that they didn't even put toward the balance of the washer. After inquiring about where the $500 went, they responded that they had just put it in an account and not applied it to anything and used it throughout my lease toward payment which wasn't what they told me they would do. My financed balance should have been $500 less. I have been paying on this for over a year and a half with some late payments but seems like when the balance gets down they will harass you to try and repo for them to make more money renting again. My biggest complaint is they shouldn't be aloud to take money out of my account without my permission. They overdrew my account and that's something I can't get back. I have looked at other complaints with the BBB about this company and it seems to be some shady stuff they do to alot of people. This can not be LEGAL.

  Business Response

  Date: 03/23/2023

  I reached out the store manager Derek Schild in regards to the consumer complaint #19614741. He contacted ****** and apologized for the poor service on their part. They made arrangements for ****** to come into the store to work out a payment plan to help get the account back on track. ****** said thank you for reaching out and making things right.

  Sincerely,

  ***** ******

  Facility Mananger

  Rent-2-Own

  Customer Answer

  Date: 04/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19614741
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ****** ***********

• Initial Complaint

  Date:03/13/2023

  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 first rig they gave me stop freezing so they took it to get it fix ,they replaced it with one that didn't have sofa till they other one was fix yes I called but they said it was ready so ok this ones fine Gor the time bringing I called the said I said I would be the one they gave I I did not now they said I did and its been a year so its my fault they never called me pleSe help me

  Business Response

  Date: 03/16/2023

  I reached out to the store manager with our Rent-2-Own store, Chrissy Daulton, in regards to the complaint #19584550. The following is her reponse:

  The customer called March 2022 - complaining that her
  refrigerator was no longer working. We scheduled a service call and came out
  with a loaner refrigerator for her to use while her refrigerator was being
  serviced. This customer has roaches and it caused damage to her refrigerator
  but the service department was able to repair it.  When they sent it back
  to us, I called ***** to schedule a switch out, we agreed on a day and time but
  when we went to her house nobody answered.  We left a door tag and
  received a call from ***** saying she was not available and needed to
  reschedule but said she would call back to do that.  I attempted to
  reschedule the switch out.  When a couple weeks had gone by, I asked *****
  if she would like to keep her loaner refrigerator, in which she agreed
  to.  So I switched the refrigerators out in the system and put her
  original refrigerator back on the sales floor. We had spoken to ***** between then
  and now in regards to payments and renting other items, she had never mentioned
  the refrigerator until now.  When ***** did call in about getting her old
  refrigerator back we asked questions and that is when we found out that the
  replacement loaner refrigerator was too tall and that her original refrigerator
  was also too tall and did not fit in her kitchen. Chas was able to get the
  measurements from ***** and after doing some research, Chas found out that the
  only type of refrigerator that would fit, would be a standard top mount. 
  When Chas attempted to call ***** back he was not successful, either nobody
  answered or another lady would answer and tell Chas that ***** was not
  available.  I am more than happy to switch ***** out with a refrigerator
  that fits in her kitchen, I just need a call back so we can schedule it. 
   
  
  After looking at the contact info ***** submitted with this
  complaint, it is a different phone number than what we have on file for
  her.  I tried to call that number and it went straight to voicemail, the
  mailbox was full, so I was unable to leave a message.  I did, however,
  text her on Perq - 3/16/23 12:51pm.
  

  Please have ***** call and speak with Chrissy to help resolve the issue.

  Thank you,

  ***** ******

  Rent-2-Own

• Initial Complaint

  Date:03/01/2023

  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 am behind on my payments, have an agreement with a supposed corporate person to get my account current Friday by noon and have screenshots of this conversation. This morning my card was ran ONCE AGAIN without my consent. My card was locked, so no money was withdrawn but this is unauthorized card usage. An autopay agreement is for a certain day. Not for whenever they feel like it. This has happened multiple times and I can provide documentation to support this. Looking through this complaints, I am not the first customer with this issue. I am elevating this to my bank and the Ohio Attorney General.

  Business Response

  Date: 03/07/2023

  I have reached out to the store manager in regards to the compliant # 19518225 for ***** ********. Here is the response from the store:

  I do want to apologize for the inconvenience of the card attempting to be processed. I do see the commitment there for Friday 3/3/23 by 12 noon. However the card was not delayed for the Auto Payments by the employee, therefore the auto-payment system attempted to process, but no payment was taken. Again I apologize for the inconvenience in this matter as do take these types of things seriously & I will do a full investigation with the employee to mke sure this does not happen again.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:02/28/2023

  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.

  it was around march of last year, I rented an Xbox and a PlayStation 5, I had moved in with a friend. and they had a fire on their property, I lost both items in the fire. I asked for a replacement was told no. Im still paying on this a year later I've tried to stop payments, giving them money for something I no longer own and they are well aware that I do not have it any more I'm being charged 300 every 2 weeks, I've been verbally assaulted by there employees told I'm going to court. and they blow up my phone constantly, I'm done giving them free money I've payed well over what these items are worth tenfold. would like them to stop threating me for money and a refund. as a result I've attached the typical type of intimidation they use they also threaten home visits, I've been polite but I cant deal with this anymore, my relative is a state senator **** ********** of Ohio, will be getting help from him if R2O doesn't stop!

  Business Response

  Date: 03/07/2023

  I reached out to the regional and store manager in regards to the compliant with *********** ****** and the Lebanon Rent-2-Own. On January 10. 2022 *********** ****** did rent a PS5 gaming system. He also had rented an XBox gaming system on 1/31/22. There were only 3 payments paid by their due date. Then the accounts went very late. On Novermber 4, 2022 both accounts were 151 days late on the PS5 and 148 days late on the XBox. The manager worked with customer and reinstated the accounts. As stated on the rental agreement line 14. LOSS OR DAMAGE TO THIS PROPERTY: We do not carry insurnace on this property, and you are responsible for its safety until it is returned to us. You are fully responsible for the fair ****et value of the Propery due to its loss or destruction from all causes. Also stated on rental agreement Line 15.LIABILITY DAMAGE WAIVER (OPTIONAL): If you choose this option by paying the fee above, you will not be responsible if the Property is lost,damaged or stolen. To get the wavier, you must notify us within 24 hours of any loss or damage in addition to paying the fee. You must be current on rental payments and other fees due to us. You must furnish us with a report showing loss. Since the accounts were reinstated they have been late. The manager was willing to still help and has asked several times for a copy of the fire marshall report for the fire. He has refused to provide the report. Currently the account is over 30 days late.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

  Customer Answer

  Date: 03/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19515664
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  *********** ******

• Initial Complaint

  Date:01/21/2023

  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.

  On 11/11/22 I rented a washer and dryer for $80 plus tax per month. When signing the lease I was asked about adding insurance and I clearly stated no I did not want to. The payment taken from my bank account on 12/21 for December was $105! Sales tax on $80 is not $25. I stopped in and talked to the same person I signed the lease agreement with in November. The December payment included insurance! I reminded him that I specifically told him I did not want insurance. He had no answer but said he would take it off. I’m extremely, extremely annoyed that I will not be getting a refund on the insurance that I declined. Instead of reversing the coverage, he canceled it. Therefore, no refund. The store probably gets commission on selling the coverage. The month, I was charged $91. Sales tax on $80 is NOT $11 in Heath, Ohio. Obviously, they are still overcharging me. I was assured this problem was resolved and I was going to be charged rent and tax as I agreed. They are probably doing this to other customers. I would like you to assist me getting the charges corrected and a refund for all I’ve overpaid or applied to account.

  Business Response

  Date: 01/25/2023

  I have contacted the Regional Manager, *** **** and the Store Manager, ***** ****** on the complaint #******** with ******* *****. The Regional Manager did remove the Waiver and Club on her account and refunded the customer 16.41. The funds was put into her deposit account which she can use later towards her payment or come into the store and get a refund. We apologize for the inconvenience this has caused for the customer.

  Sincerely,

  ***** ******

  Faciality Manager,

  Rent-2-Own

   

  Customer Answer

  Date: 01/30/2023

  [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. I just want to be done with it. 
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/04/2023

  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.

  To whom it may concern:
  My name is ***** ******** and I have done business with the Jackson Rent to Own location for YEARS and currently have 2 different contracts (1 is for a computer on a 2 week free special and the other is for 2 mattresses and platforms on a pay one week get one week special). I will openly and completely admit I have fallen behind on accounts in the past and with the current ones as well as my husband lost his job the first of December and I have been trying to keep us afloat until he gets his first check from his new job. I do not deny being late and struggling at times but that is no excuse for the lack of professionalism for the collections department at that store, nor is it an excuse for them to still have old cards on file, that don’t even belong to me and attempt to run them, without permission, on an account they were never listed on. This is the second time this has happened, once about a year ago and I was told at that time the unauthorized card numbers would be removed. Clearly, they haven’t been. I am attaching the screenshots of the crapping, threatening text conversation from this morning as well as screen shots of 2 of the cards attempted without permission. I have attempted to talk Dustin, the reported regional manager and/or anyone else that would listen by calling the number to your main office but no one ever called back.

  Business Response

  Date: 01/11/2023

  I am responding to the compliant #18683046 for Rent-2-Own in Jackson OH. I did reach out to the district,  regional and store manager in regards the complaint filed from ***** ********. The store manager, Cristel, did call and speak with ***** ********. They were able to work out a plan with her accounts and help her to get back on track with the rental agreements. The customer indicated to her that everything was good.

  Thank you,

  ***** ******

  Facility Manager,

• Initial Complaint

  Date:12/18/2022

  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 two items I am currently renting out of the ********** **** store. There has recently been charges to my account that have not been authorized charges. My due date keeps changing without my knowledge causing late payments that I’ve spoken to them before about correcting where it isn’t corrected. My last phone call I authorized my card being ran for 68$ and the next day I had an unauthorized charge of 12 almost 13$. I’ve had double payments come out that I’ve had to have corrected I’ve removed my card from auto pay. I’m to the point my next course of action will be to file a police report for fraudulent card transactions because it’s reoccurring. I’ve attempted to understand how this keeps happening and I keep accepting the gas lighting and I keep accepting the excuses but now it’s time they take accountability for illegally withdrawing money from my account.

  Business Response

  Date: 12/20/2022

  I have reached out to the store manager in regards to the BBB complaint #********. This is what he has responded:  She called in and I spoke to her yesterday. This is over the
  2 dollar activation, we told her on the day of ordering that when it got here
  to the store we would activate it using $2 , she agreed to that and I asked if
  we were using card on file and she said yes we will. When it was wrote up 2
  dollars was ran on the card.  
  This is a Christmas present that we are still holding
  for her at the moment and she has not been charged for it again since
  activation 11/25/22.

  Sincerely,

  ***** ******

  Facility Manager

  dba/ Rent-2-Own

  Customer Answer

  Date: 12/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that’s not at all accurate this is in regards to multiple unauthorized transactions not just a 2$ transaction that I WAS NOT informed of or asked about. I spoke to a manager yesterday 12/19 and I was enrolled in something I specifically stated I didn’t want then was told I was automatically enrolled in automatic payments when I had never agreed to such but felt that to be a lie because if I was enrolled in automatic payments my payment would have been taken out Friday on it’s own instead of someone calling me on Saturday to take my payment of 68$ and some change. I just read a response of nothing but lies good thing I recorded the whole conversation you’re welcome to it if you like.
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 12/22/2022

  I reached out to the store manager again on the rejection to claim #********. Here is his response: I was who she spoke with yesterday. She was concerned about
  a $12 dollar charge, which was the club. I told her that it was on auto pay ,
  she told me that it wasn’t suppose to be on auto pay and she declined the club
  on the OLED switch. I refunded the club money back to her and took the club off
  of the account as well as off of auto pay. She stated to me on the phone that
  she had already contacted the BBB over the $2 dollar charge.  She has been
  on AUTO PAY on the kayak but always called to make her payment the next day,
  when the card didn’t go through.  She was also told when we special
  ordered the lite switch she originally wanted that we needed a down payment to
  order but since she didn’t pay the down payment she was told it would have to
  be ran when we activated it. $2 paid her first month. She talked to me after
  activation and ended up changing the lite out for the original oled switch ,
  which the same $2 paid for that one as well. 
  

  Sincerely,

  ***** ******

  Facility Manager,

  Rent-2-Own

• Initial Complaint

  Date:12/01/2022

  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.

  I was in the hospital due to having a C-section which resulted in an infection, which resulted in an extensive hospital stay and being off work without pay, I told the store I’d try to start making payments as soon as I was released to go back to work, I was then harassed multiple times, multiple Facebook pages, multiple texts, the AirPods on my account were stolen out of my car, I gave the store the police report number and they refused to take them off the account… I have no problem paying but HARASSMENT IS NOT THE WAY TO TREAT CUSTOMERS

  Business Response

  Date: 12/09/2022

  I have reached out to the store manager ****** ****** in regards to the customers complaint #********. When there is not communication and the account becomes delinquent they take all means of trying to reach the customer. This is the response from the manager:

   I am sorry you feel
  that way about our company. And I apologize about your illness and your
  daughter's illness as well. But unfortunately this account is 60 days past due
  and we have been patient and trying to work with you on getting this account
  current, but at this time we feel for both parties to terminate the
  agreement and pick up the merchandise.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:11/16/2022

  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.

  This business gave me an amount for an item to pay off when I was told this I asked would I be allowed to return in the future once this was done ***** an assistant Manager said that *** the store manager said that i could but I was told today by someone named ******* that they lied and they won't reopen my file

  Business Response

  Date: 11/29/2022

  I reached out to the store manager *** ***** in our Louisa KY store. Norman Staley has had a few accounts with them in the past. He rented a laptop and when it was late it was returned to the store and was damaged and unrepairable. The laptop had to be charged off. Then the other account was for a set of tires, again the pay history was not good and the store had to take a reduction in the sale to help him out. Norman also had a TV with a PS4. Again the pay history was not good and the same thing happened and had to take another reduction on his account. The history of his past accounts and payments is why they will not do business with this customer.  The store took losses on the prior accounts.

  Sincerely,

  ***** ******

  Facility Manager