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

  123 W Main St Logan, OH 43138-1605

  
• 

  Rent 2 Own

  209 Lancaster Pike Circleville, OH 43113-1506

  
• 

  Rent 2 Own

  3375 Maple Ave Zanesville, OH 43701-1338

  
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  Rent 2 Own

  353 Douglas Ave Chillicothe, OH 45601-3663

  

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:11/15/2022

  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 got a washer and dryer in September of last year, I paid it off in February. The washer went out this September, they took weeks to come out to repair it, but they took my washer and have not given it back since. It's been 3 months.

  Business Response

  Date: 11/18/2022

  I contacted the store manager ****** ******* on the complaint #18408109 with ****** ***** - Rent2Own. They had the motor which was need for her washer on order. The washer arrived on Wednesday and has been repaired. They are reaching out to the customer to set up a date to re-deliver the washer back to customer. The motor was on back order and caused the delay in the repair.  The part was ordered on 10/3/22 the same day they picked the washer up from the customer. 

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:11/10/2022

  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.

  When we had started our purchase with them, they had a deal on their website that we would only have to pay a certain amount for the first week and if you sun the wheel, you would receive the discount that you won. We were not allowed to use either one towards our purchase for one reason and another. We were also given merchandise that was very dirty and sounded like they needed serviced. We were told they were brand new and had just received them. We were told that they would deliver them, but we had to go pick them up. When we got them, I had to clean the washer before I could use it and it had a grinding noise as if something was going to break and that was without anything but water in it. The dryer was very full on lent and smelled like burning hair when you would run it. The drum also made sounds as if something very heavy were drying in it even if there was nothing drying in it. Also, while my husband was there picking up the merchandise, the manager told him to "shut up" because she was on the radio. After coming home from work and seeing the condition of the merchandise and trying to clean it, I called the store to speak to the manager about all the issues. They were supposed to send a renewed contract for the "used merchandise" but never did and we were still charged full price for them. They said they could send a tech out to fix them or send a new set but that would raise the price to more than we were paying already. I called corporate twice to try to talk to someone but I was transferred to 2 different people and no one ever called back. From what I heard, they had to fire everyone from the Marietta, OH store because there where other customers receiving the same treatment and had same issues. Today, they ran one of my cards which was not the one on file nor were given permission to and took off the remaining balance that I didn't want to pay until I spoke with someone about all of this. We had already given back the merchandise weeks ago.

  Business Response

  Date: 11/29/2022

  I apologize for the delay, the manager for the store has been out. Yes we have had some management changes with our Rent-2-Own store in the Marietta location. ****** ********* is the current manager and I reached out to her on the issue. She said she had spoken to the customer awhile ago and did reduce the price and gave free time for the inconvenience. Since then the account has went extremely late and she tried to call several times and was unsuccessful with contacting them. The account manager handling the account worked with the husband and did offer more help with free time so they could keep the washer and dryer. The agreement was set on autopay where it will keep trying to collect what is due until it is brought to a current status. ****** is there to help them if they would contact her at the store and she would be happy to work something out with them.

  Sincerely,

  ***** ******

  Facility Manager

• Initial Complaint

  Date:10/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/03/2022

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

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

   

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/01/2022

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

  Sincerely,

  ***** ******

  Facility Manager

  Customer Answer

  Date: 11/02/2022

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

• Initial Complaint

  Date:10/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/27/2022

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

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own 

  Customer Answer

  Date: 10/27/2022

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