ComplaintsforRNR

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First and foremost, when I was signing loan documents, ****** asked me if I could get her a job because of my income. Then she proceeded to tell me about her pill addiction to which led her to suboxone. Next , she wrote down my pay dates wrong and told me to "sign and I will correct it". Since then, RNR has taken out autopay payments that I DID NOT approve of. May 22,2023 $37.44 June 4, 2023 264.16 July 10,2023 $47.84 I have reached out to the manager but he said 'oh, well she didnt mean too.' I asked to speak to the disctrict manager and he giggled and said 'oh well thats me, and after reviewing, she still didnt mean to'. I need someone higher to please contact me asap ###-###-####

  Business response

  07/18/2023

  Unfortunately, this is for an Alabama location that we are not affiliated with. We are only responsible for the Cincinnati, OH and Erlanger, KY locations. The customer will need to resubmit her concerns to the correct RNR location. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So on 11/4/2022 I went to rent n roll to look at wheels and tires for my vehicle. While I was there Scot offered me a deal on a set of 5 rims for a little more than 500 off so i decided to go with them and a set of tires that he was able to get. I was told that I could put money down on them but until the product was there due to having to order them that my payments didnt start until they actually came in. So i went ahead and gave Scot $200.00 just as a good faith gesture since he was ordering them for me basically showing that I was serious about the purchase.Scot told me that my down payment was 170.00 but since he didnt have change I'd have 30 bucks in credit towards my next payment. We did the paper work and got everything in order. Again I was told that my payments didnt actually start until the product was there and installed on my vehicle.I was told by Scot that once they was installed I had 180 days 6 months same as cash. On 11/13/22 the product was there and I went over to have them installed on my vehicle that day. So now that we are getting close to the 180 days I called over to see what day they have as my 180 days and they're going off the day that Scot ordered my tires and thats not the way it was explained to me at all they're telling me that my 180 days is up on 5/3 when it should be friday May 12th because that is 180 days from the day i received the product. Also I am being charged $103.04 in late fees when I over paid every month I have all my bank transactions and some transactions are 12 days apart but yet im still being charged late fees even though i asked to be set up on monthly payments from the get go my payment history clearly shows that. The wheels was $199.27 a month and the tires was $299.24 and I have payments of 500.00, I would pay more from time to time when I could because my goal was to pay these of within the 180 days. Im also being charged 10.50 for trip fees which they never made a trip to my house at all. I also dont agree with ext warr club fees as they charged me something different every month.

  Business response

  05/10/2023

  The general manager of the store has been in contact with the customer and the issue has been resolved. 

  Customer response

  06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  In april I filed a complaint against this and at the time I thought we had come to a conclusion but I guess I thought wrong. In April I complained about my fees being all over the place.Katie to;d me that these fees are like club fees however every payment I was charged something different as if they make it up as they go. Katie told me its supposed to be one fee each payment however that was not the case. When I made the complaint last month we came to agreement that I owed just under a thousand dollar which by my calculations based off my bank statement that match their payment history that i supplied up to 4/15 i owed $894,24 From that date I made a $500.00 payment a$200.00 payment an a $175.00 payment bringing my total owed as of 5/30 when i made the $175.00 payment should have brought my amount owed to $19.24. When i bought the wheels they was a total of $1189.69 w/tax and the tires was a total of 2581.36 w/ tx bringing the total to 3771.05 as of 5/30 i paid $3751.81 I was under the understanding that if i paid 3771.05 in 6 months they would be aid off. However if you read the paper i supplied in the picture it states If you have complied with all the terms of this agreement we, RNR will allow you to exercise an early purchase option.to determine this early program price subtract 50%(unless otherwise specified) of the rent paid from the original program price, item 12 of the lease purchase agreement. item 12 states the program price of the property at the time of this agreement is 1125.00 wheels plus tax and also 2440.95 tires plus tax so based on this statement above if the product is paid before the 180 days then the wheels would be 594.85 and the tires would be 1290.68 however this was a mistake on scotts part but it is in black and white and signed off to but I agreed to the payment of 3771.05 but now that im less than 20 dollars to pay it off there saying i owe 575 which theres no way i will pay what i owe $19.24 and part ways but I will not pay the 575 they are saying is owe cuz its not possible. You cant agree to one cost then when that is almost satisfied decide to add to it you cant do that.

   

  Billing Adjustment:  I will pay the $19.24 that I owe and part ways with the company. this is my 2nd time doing business with them and the first time i didnt have this problem it went smooth. I planned on doing more business with the company but now that i see theyre adding fees the trust is broken. ; there is no other settlement we agreed to a cost of 3771.05 i will satisfy that amount nothing more nothing less and move on with my life.

  
  Regards,
  
  ******* *********
  

  Business response

  06/12/2023

  Sent 6/6/2023 10:47:36 AM
  Read by ************************ on 6/6/2023 12:26:45 PM
  The general manager of the store and the customer have reached an agreement that we are satisfied with. 

  Customer response

  06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  From the CONSUMER:
  Sent 6/7/2023 1:42:16 PM
  Scott is going off the bbb complaint that I wrote last month and last month we did come to an agreement and now this month he’s not upholding his part he agreed to. Last month we was at agreement that I owed just under 900.00 so in that month I paid that and now he’s adding another 575 to the balance and that’s not what was agreed upon I don’t owe it nor will I pay it I know what I agreed to and he’s adding an additional 556.00 to it 

   

  
  Jun 9, 2023, 11:58 AM
  to me
  
  So Scott contacted me about the complaint I made with the better business bureau and at first he was telling me I owed $575.00 and now he text messaged me and is telling me that I owe $375.00 but it doesn’t make any sense because he’s saying I owe that because I owe we charge $155.00 in fees on the account. I don’t understand how $155.00 in fees turns into $375.00 he told me that I paid 3781 which is wrong as well he’s adding money to my account. Now saying I paid $3,781.00 would  be a benefit for me because that’s more than I actually paid I pulled all my bank account records and I have paid $3751.69 I owe $19.24 based on the agreement we had in the beginning now he’s adding money to it but it’s changed since I filed this complaint with you guys but his reasoning doesn’t make sense either. I don’t owe no more than $19.24 that I will happily pay but I will not pay any more than that. Thank you for your time and if you need my pay records please let me know. 
  

  Please provide a breakdown of what I owe because this makes no sense.

  
  Regards,
  
  ******* *********
  

  Business response

  06/23/2023

  The general manager had extended the customer's SAC agreement by 30 days which is not something that is ever done by RNR nationally. The customer did not meet the extension date of 6/3/23 which then canceled out the SAC payment but the GM was still willing to pay off the account for the $375.00 plus the money owed in fees and the money that had been deferred back in December 2022 which still had not been paid off. The customer has two lease agreements, totaling at $8092.50, NOT including taxes and fees and did not meet his SAME AS CASH agreement so in total, BEFORE taxes and fees, the customer has only paid 3029.84 which doesn't fulfill either one of his lease agreements. 

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  We have asked almost a month ago for itemized proof as to the amount owed. I’ve been told 3 different amounts for pay-off so that’s why I would like proof of what’s owed. I have proof that I can provide from bank statements as well as prepaid card statements proving the amount that I’ve paid is $3,751.81 I also have copies of all statements that u signed one statement that I signed states that the early pay off is 50% of line 12 then line 12 shows the amount owed and if that’s the case then early pay off was 1783.00 and that’s based off the contract in hand that we both signed so as far as I’m concerned I fulfilled my obligation I have received threats from Craig the assistant manager which I have on my voicemail and will happily provide in his threats he mentions the police which I spoke with the police and they stated they would not get involved that this is a civil matter so Craig’s threats of killing my dogs will not happen nor do I appreciate them. If they decide to put a negative mark on my credit my attorney said he will sue them with out hesitation in any way because of lines 11 and 12 of the contract and the amount on those lines they have provided that I have paid 3,026 or sonething like that and that’s a little over 12 hundred dollars more than what’s stated in the contract so as far as I’m concerned and my attorney is concerned this matter has been paid off for quit sometime and I have proof that I e paid 3751.81 total. They’ve made threats of putting my dogs down and taking the property back I do not recommend that as I will protect my property in every legal way that I can I know my rights this matter has been paid for months and I’m over it so have a great day 
  Regards,
  
  ******* *********

   

  June 27, 2023 @ 9:23 PM - Additional information provided by *** *********:

  I answered to an email today as a rebuttal to the business response and I would like to add to that as I was thinking about it and I left out the most important part.
  
  When I originally made this complaint we came to an agreement over the phone on 4/29 that I still owed $894.24 I was prepared to give the property back because I did not meet the 6 months same as cash agreement by that $894.24 however Scott asked me if I give you an additional 30 days will that resolve this? My response was you can do that and he said yes your a great customer I’ll extend it out if you can pay the remainder balance in that 30 days then you’re done I thanked him then told him in return I had a bourbon box I received from the wounded warriors project for him which he accepted. We both over the phone agreed to the remaining balance being the $894.24 in fact Scott’s exact words was you owe just under one thousand dollars and I returned by saying what do I exactly owe so I know what to pay and he told me it was $894.24, I made a payment with my bank debit card of $500.00 and ended the phone call. I made several payment of 500 through out the duration of this time and have proof of each and every payment made. Then on 5/14 I made a $200.00 payment  over the phone with my bank debit card then on 5/31 I made a payment of $175.00 in person with my debit bank card and once the payment was made I asked what I owed because I knew it wasn’t much and I could make that payment the following Friday when I got paid and close this account out. However Scott told me I owed 575.00 and I told him that was wrong I didn’t owe that much and I left and refilled another dispute with the bbb which they merged it with the original one filled in April that at that time Scott agreed to but then changed it one month later. Once I filled with the bbb again they changed the amount to 375.00 and that why I asked for a detailed copy of how I owed that amount. It’s been almost a month since I asked for the detailed copy of how it’s 375.00 but that’s because they know that they are wrong. I have stopped in there and got print outs from Katie I think her name is showing that I’ve paid 3751.81 but now they’re saying I only paid a little over 3k I’m at the point where I would rather them take this to court because I have documentation of everything I have supplied and can prove everything as well. I can also prove the 30.00 credit that was on my account for months that they wouldn’t add to my payment when I made payments for the first 2.5 months I think Scott does a great job here but the lack of communication with the employees causes lots of problems and Scott admitted that this was an issue in his store.
  
  If you could add this to my response from earlier today it’s greatly appreciated
  
  Thanks
  ******* *********

   

  June 29,2023 - Additional information provided by the customer:

  So the total amount that is in the contract of the items is 3771.81 which I believe I have supplied pictures in a previous response so even people that are or may be mediating this may have also picked up on this and I don’t know how I over looked this but my wife pointed out that if they’re saying that all I paid was 3029.84 then wouldn’t I owe more than 375.00 that they’re saying I owed for the 180 days same as cash so basically they just hung themselves with that statement that they typed up saying that I still owed 375.00 to fulfill my obligation in the 180 days same as cash because if we go off the fact that there saying all I paid was 3029.84 then that would mean that I owed 741.97 but there saying all I owed was 375.00 so there facts don’t even make sense. 
  

  Business response

  06/30/2023

  Attached are both customer agreements and pay history. As stated before, the SAC agreement was extended and still not fulfilled, contributing to the additional fees. At this point, the SAC price is irrelevant because the terms were not met even after the extension, so the full term agreement price is now owed as stated on each signed agreement. 

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I did very much so pay the agreed amount and fulfilled my end. Upon signing the agreement Scot explained it to me and the amount was paid I have proof that it was paid through my bank account transactions their doctored up forms aren’t going to work because I too have the paper work from them that shows it’s fulfilled in the amount owed Katie printed it off for me. Obviously RnR is fishing because in the last message they sent it stated I only paid under 3100 dollars and if that was the case then I’d owe a lot more than 375 so nothing they are saying makes since I attempted to text Scot and never got a response back but I have proof I paid it and fulfilled my agreement I will not be paying another dime to them they used tactics where when I paid cash saying they didn’t have change and that my “change” would be out on my account as a credit yet they would never use that credit towards any of my payments so I then paid everything with my bank card which I have bank statements they’ve told me several different amounts owed and they still aren’t making sense at all 
  Regards,
  
  ******* *********
  

  Business response

  07/06/2023

  The customer continues to reference the money owed for the Same As Cash price which they didn't fulfill not once, but twice, after we gave a 30 day extension. If the customer is refusing to pay, this issue will not be resolved through any further BBB communication. 

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Date Sent: 7//7/2023:  4:30:35PM
  I filed the complaint before the extension was over for the simple fact that I was given 2 different amounts of what was owed. Then once I filed the complaint I was given a 3rd amount if I owe money that’s fine but I want to know why I owe what is said I owe. When I signed the agreement Scot broke it down in “layman’s” terms form me and I was told if I made payments of 630 a month that I would reach the amount owed of 3771.05 I actually would pay 630 for 5 months then the 6th month it would be 620 I paid 130 at the begginning or each month then paid 500 at the end of each month in December Scot told me not to worry about the payment merry Xmas and that’s why he gave me that extension but I’m confused as to when Scot gave me the extension that I went from owing 904.24 at that moment to owing 1289.24 because when I originally made this bbb complaint me and Scot came to the agreement because I was gonna give everything back and just be done with it and Scot said and I quite your a great customer I want you to continue to do business with me (I have 2 more cars I had plans of doing business with them on these cars as well) so I’ll extend it out 1 month and you pay the balance of 904.24 so I agreed to that so the bbb was done because we came to an agreement however when I paid that amount I was told I owed 375 more so I don’t understand why I owe 375 more is that the fee for an extra month or and if so Scot didn’t explain that to me he just said to pay off my amount of 904.24 if there’s more fees due to being a 7th month explain to me that that’s why I owe 375 more otherwise I have paid the amount that I was told they would cost but if there’s additional fees because there was an extension given then yes that’s my fault but explain that to me don’t just tell me you owe this amount and not explain why that’s rediculous 
  Regards,
  
  ******* *********

   

  Additional info on:  Tue, Jul 11, 2023 at 1:18?PM * ********* ********************** wrote:
  

  Hi ***** I received a response from the business but it will not allow me to respond to it but above in the email it states that they would like to hear my response on what they sent which I’m not trying to cause issues and this can be my last response that’s ok but I’m going to put a response below and if you can ad that to the case I greatly appreciate it.
  
  I’m not disagreeing that I was given an extension on my account but to be very clear I did not ask for that extension. I made a bbb complaint before my 180 days/ 6 months was up and Scot and I discussed this complaint over the phone. In that discussion I offered to give the merchandise back and part ways with the company and be done with all this that was my response. However Scot responded by saying “**** you have been a great customer and I like you, this is your 2nd time doing business with us and you said you have 2 more Jeeps that you’d like to do business with us to get wheels for those vehicles. You’ve paid pretty good sum of money towards your account and I’d like to keep your business for future business and see you keep the merchandise that you have paid so much money on so why don’t I do this I’ll extend it out for 30 days and if you can pay the amount owed in that 30 days then it’s paid off. The amount you owe is $894.24 if you can pay that then you have satisfied the account. My response was you can do that and extend it out and he said yes I’m the manager I can do that for a good customer to keep there business so I chose to go that route and pay the $894.24 ( I know that’s the amount I was given because I wrote it down as well as notes in my bbb folder because documentation is very important thing) So in the next 26 days I paid 875.00 and I had a 30.00 credit in the computer from past payments that I paid cash for and they didn’t have change so Scot put it on my account as a credit towards a payment which I never used cuz I always brought it up after they ran my card but 875.00 plus 30.00 is 905.00 which is more than the amount Scot said I owed when we came to our first bbb agreement. When I made my last payment in person I asked Scot what i owed cuz I thought he was going to tell me around 20 dollars then I was going to remind him about my credit that was on the account  but he said 575.00 so I told him that don’t sound right but my folder was at home I would call him and discuss it. When I got home I looked at my documents and I only owed $19.00 so I called to discuss it with Scot and over the phone I was given a price of 450 I still owed which at this point I was given 2 different amounts so I told Scot I was going to text him the documents I had so we could discuss the issue and be on the same page cuz I only owed 19 dollars which my credit would cover it he said ok send that to me. Instead of sending it I made another bbb complaint because I wanted it documented because I was already given 2 different amounts and that wasn’t right. Well through out this whole better business bureau experience RNR proved my point If you read all the responses because they then changed the amount owed to 375 however in one of there responses they claim all that I’ve paid was $3,029.84 which if this was true then In fact I would still owe $741.21 and this is part of my confusion. I have bank statements and printout receipts from RNR showing that I’ve paid what was originally told to me that I owed in the first 6 months and if I paid the amount of 3771.05 in the first 6 months then they’d be paid off a manager there decided to offer me a 30 day extension I did not ask for it and in fortunate that he did so but my problem is none of what RNR has responded with through these better business bureau responses has made sense and I have documentation proving other wise so I understand why the last response is RNR’s last response because they’re only burying there selves and incriminating themselves in there responses I’m not refusing to pay anything what I’m saying is if you can successfully prove to me that I owe any money I will happily pay that but based off all the info they’ve given they haven’t proved that so I will not pay someone money just because they say it’s owed if that was the case everybody would tell me that I owe them money that’s not how it works anybody with a brain that knows what’s they’ve paid already would want proof of why they owe said money and again RNR has yet to prove that I owe anymore money so I agree this will also be my last response and until RNR proves I owe them any money then they will not get another penny from me and I beg them to please take all this to court because I have printed off all interaction through the better business bureau and I’d love to see them explain their responses to a judge because based off their responses I have a great case. If there’s proof of money owed I have no problem paying it but there’s yet to be truthful proof based off all the proof they’ve given I have documentation that shows that I’ve paid it and there proof isn’t truthful so please put this in front of a judge because until then I will not pay another penny I’ve spoken with my local authorities and proved mt case with them and they said they wouldn’t get involved that it’s civil matter for a judge  and I’m 100% allowed to protect my property to the full extent of the law and i was also told by the legal counsel that has looked over all the paper work not to worry about my credit because if this is put against my credit RNR will make me a very wealthy man I strongly advise that RNR go over all documentation very thoroughly. Thanks for your time I tried to resolve this issue through a very respectable source the better business bureau however you can’t resolve anything with anyone of ignorance and stupidity in the event Scot wants to amicably discuss this matter he has my phone number other wise I’m going to live everyday with the mindset that I successfully fulfilled my end of the business with RNR and I wish everyone a very blessed day and positive future thanks for everyone’s time and RNR thank you for helping me prove my case without realizing you helped me.

   

  Per phone call on 7/13/2023:  Please provide a detailed summary of how much I paid and how much I owe.  

  
  

  Business response

  07/27/2023

  In December, the customer came to the manager with some financial hardship. We extended/deferred his December payments through the month so that he made zero payments. 
  
  The original same as cash date was May 3, 2023.
  
  The customer then came back stating issues with his SAC date and payout amount. It was explained to him  that he started this lease in November and not December and he understood and realized he was incorrect on the original lease date and the SAC expiration date. Once he realized he was a month off, he was okay with his payout amount and his SAC expiration date.
  
  A few days before May 3, 2023, the customer came back to the store stating could not make the SAC date and was going just return the spare wheel and tire. Unfortunately, I told him all 5 wheels and 5 tires are typed together on 2 separate leases (all wheels and all tires) and cannot be separated that way.
  
  The customer has been a really good customer with a few hardships so we wanted to help him as much as possible so we made him an offer to pay the leases off if we extended the SAC an extra 30 days. The customer agreed to pay the spare wheel and tire outright the following month.
  
  The customer came in on Tuesday 5-30-23 and told the GM to run his card for $250, which he ran and reminded him of his extended SAC is coming up on Saturday 6-3-23. He asked about his payout, seemed fine and left the store until later that day he again had issues with the amounts owed. The customer has been in constant contact with the GM until he couldn't make the agreed upon SAC amount by the extension date and missed the deadline. There is nothing else we can do or offer at this point via these communications because he is just flat out refusing to pay. 
  

  Customer response

  08/01/2023

  Better Business Bureau:
  I do flat out refuse to pay anymore because I’ve paid the term off I beg the company to put this in front of a judge they have made statements in this complaint that I only paid $ 3029.00 which not only is incorrect it shows that they don’t have all their facts strait because they’re telling me I owe $375.00 but based off there statements of me only paying 3029.00 I would owe a lot more than 375.00 I would owe about double that however I have every statement of paying them the amount that was agreed upon in November and I never went to them with any hardships I can show bank statements proving there was no financial hardships when I contacted Scot in December I was told merry Xmas I’m not requiring u to make the payment for the month ur a great customer and all Scott’s salesman bs so I didn’t make a payment that month then come my final month to pay I still owed for an additional month because I didn’t understand exactly what he ment by December’s payment that would have required me to make a double payment before the ending of the agreement so in the last month I did file a bbb complaint then speaking with Scot he did tell me I couldn’t return the 5th spare which I them just said screw it I’ll just give it all back and take the loss cuz of my misunderstanding then Scot told me I owed just under one thousand dollars I don’t have the exact amount in front of me but I have stated it in past communications so he said since I was a great customer he asked me would I be able to make that amount in payments in 30 days I agreed that I could and he gave me an additional 30 days to pay my problem is after agreeing to pay that amount and paying it  they added what they are saying is owed now on top and I don’t owe that I’ve asked Scot If that was a fee for giving me an additional 30 days cuz If so then ya I’m responsible for that amount because Scot did work with me in that 30 days but they are saying that I only payed 3029 when my statements say other wise my statements show that I paid it off and unless I’m ordered by a judge to pay it I will not pay it because again my statements reflect more money paid than they are saying I paid and I will not pay money I’ve already paid 
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *********
  

  Customer response

  08/18/2023

  
  On November 4th 2022 I was in the area of Rent and rolls shop and I had been tossing around the idea of purchasing bigger rims and tires for a Jeep wrangler that I own. I had done business with RNR previously and it went rather smoothly that time and I told them I had several other vehicles I would like to get rims and tires for through their company. Scott told me he’d take care of me with as many vehicles that I wanted to purchase rims and tires for. Beings I was in the area and had been tossing around getting bigger tires and rims for my Jeep I figured I’d stop in and look I had no intentions in doing any business that day. However while I was in there Scott made me a deal on some rims that I couldn’t pass up. He had stated I did good business with them before and he had had these rims in stock for around a year and just wanted to move them so he gave me 5 rims that was originally 1660.95 he gave them to me for 1125 plus tax  and we had agreed on a set of mudd tires that I really liked at 2440.95 plus tax. Again I didn’t have any intentions of buying that day but the price of the rims I just couldn’t pass up. I asked Scott what the total was he did some math and came back with my totals on each product which the rims total was $1.189.69 and the total on the tires with tax was 2581.36 (I know this because I wrote it down on the agreement paperwork) I wanted the totals because just like the first time I did business with them I had intentions of the 6 months same as cash deal meaning if I paid the total cost of the items in 6 months then the account would be satisfied. At that point Scott and I proceeded to move forward with the purchase. As we went through the process I asked Scott what my payment would be monthly that I wanted to make the payment monthly cuz I get a monthly bonus at my work and I can just use that to pay this off. However I would pay extra when I could to take advantage of the 6 months same as cash Scott agreed to all this told me that was fine and my monthly payment would be 498.51. Scott had asked me if I could put any money down to get it started so I agreed to put $200.00 down and scott told me that would go towards my first payment that was due on 12/4. I also explained to Scott that I could not get any calls before 3 o’clock due to the fact that I drive for a living and we aren’t allowed on our phones behind the wheel for safety reasons to please call me after 3 if he needed to call that way it didn’t jeopardize my job . Scott told me nobody but him would handle my account and he would be the only one to call ever. We then finished the process and Scott ordered my tires and said he’d give me a call when the tires arrived. Exactly one week later I received a call from Scott on the 11th telling me my tires was in so we set up a time for me to get the rims and tires installed 2 days later on the 13th. On the 13th I went in they installed everything did a great job so I tipped the guys that installed everything and also made a payment of 126.50 and left happy with everything installed my Jeep looked great. Over time I would receive calls from other RNR employees telling me that I had payment due and they was calling during times that I was working like I asked them not to. So I called and spoke with Scott and he said they make a list of all customers and they run down the list calling giving reminders of payments coming due and would accidentally call me just in the rhythm of calling others but he’d talk to them and try to do better which it continued to happen and each time I’d get an attitude cuz I asked not to be called but it would continue to happen which I believe the attitude with Craig might be part of the reason for the problems I ended up having but other than that everything was great my payment was due the 4th of every month and I paid every month as followed (***** **** has been given proof of payments I wish not to share them here cuz my bank account numbers are on the documents) 
  1st month was due by 12/4 payments was made on 11/4/22 of $200.00 
  11/13/22 of $126.50
  11/25/22 $494.00 
  Bringing the total of $820.50 made before the 1st month was due 
  
  2nd month was due by 1/4/23 however when I called to make a payment Scott and I spoke and he told me that I was a great customer he believed that I’d pay this off within the 6 months so merry Xmas I didn’t have to make a payment and I wouldn’t be charged any fees due to this Scott has admitted that he said and did this. So no payment was made for the 2nd month which was the month of December. 
  
  3rd month was due by 2/4/23 and payments was made on 
  1/8/23 of $300.00 
  1/20/23 of $500.00 
  Bringing the amount paid before the 3rd month was due of $800.00 for a total of $1620.50 being paid since the account was opened.
  
  4th month was due by 3/4/23 and payments was made on 
  2/7/23 of $131.31
  2/19/23 of $500.00
  Bringing the amount paid before the 4th month was due of $631.31 for a total of $2251.81 being paid since account was opened. 
  
  5th month was due by 4/4/23 and payments was made on 
  3/18/23 of $130.00
  3/26/23 of $400.00
  Bringing the amount paid before the 5th month was due of $530.00 for a total of 2781.81 being paid since the account was opened.
  
  6th month was due on 5/4/23 and payment was made on 
  4/15/23 of $130.00
  Then on 4/25 I got a print out of what was paid just for my records and when looking over the print out I noticed I was charged late fees of $155.00 which I hadn’t been late at all so far this far if anything I had paid over. Again I agreed to a monthly payment of $498.51 and I was in the middle of my 6th month (due date was 5/4/23) so at this point if you added up my payments the total would be $2492.55 is what was required to be paid my 6th month sue date was still 9 days away from the 6th month due date but yet I’ve paid $2911.81 by this point and I paid over my $498.51 every month except the 2nd month which was December because Scott excused me of that month as a Xmas gesture. But by the third month my payments still reflected more than it was supposed to be anyways. So in 4/26 I made a better business bureau complaint because I was being charged late fees when I was never late of any payments as you can see above. On 4/29 Scott contacted me via my cell phone and he wanted to speak about the bbb complaint and wanted to come to an agreement between us he said which I respected However I knew I was never late so I explained all this to him and he then told me that he understood and I was right now that he looks at it I shouldn’t have been charged any late fees and at this point I asked him what I still owed and his reply was idk somewhere under 1 thousand dollars and I then told him I could t come up with that amount in at this point (because it was the 29th) 5 days so I would just give him the spare rim and tire back and pay the difference he explained to me that wasn’t an option that they couldn’t do that in anyway but he said I’ll tell you wat do you think you can pay the remainder amount if I give you an additional 30 days my reply was are you sure you can do that? He replied I’m the boss yes I can do that your a great customer you’ve done great business with us and I want you to continue to do business with us and also keep your merchandise. I then said well ya I can pay that off in that amount of time hell I have $500.00 I can give you now and he said great and ran my card. 
  Bringing the 6th month a total of $630.00 made for a total of $3,411.81 made since the account was opened. Leaving a balance of $359.14 to be made no later than 6/4/23. So at this point I had paid $3,411.81
  I had made a bbb complaint which Scott and I came to an agreement on solving the bbb complaint at that time. At this point Scott agreed that I shouldn’t have been charged 155 in late fees and he also gave me an additional 30 days to satisfy the account so basically Scott changed it to 7 months same as cash at this point. 
  On 5/14/23 I made a 200.00 payment bringing the total paid amount to 3,611.81 then on 5/31 I went in to the store and made a payment of $175.00 in person on my bank card (most other payments was made over the phone) Scott took the payment and in my mind I knew the account had been satisfied but I wanted to hear Scott say it I was excited at this point but I asked Scott so how much is left due and Scott took a min glanced over my account and said $575.00 but we are pretty busy let me look it over and I’ll call you with it. I figured it was just a mistake because he glanced at it quickly and didn’t want to make a scene in the shop so I said ya please call me and we will discuss that. He then called me a few hours later and told me that I had indeed owed $575.00 I said Scott that’s not right I made my last payment today it should be paid off and he said no you still owe this amount and I got pissed off and hung up on him and filed a new bbb complaint cuz I knew I had documentation that I satisfied this account. I actually paid $15.86 to much however after I filed the bbb complaint for the 2nd time Scott had a rebuttal that I owed $375.00 which I still knew this was wrong but I asked scott through text how I owed $375.00 more was there an additional fee for extending it out and Scot said no I owed that because I was charged $155.00 in late fees which I told him didn’t make since how do you get $375.00 from $155.00 in fees which he had admitted that I never should have been charged them late fees because I was never late so at that point I cut off all communication with Scott other than through the bbb complaint. Then I received a rebuttal from RNR through the bbb saying I owed them $375.00 because I only paid a total of $3029.84 which that don’t make sense either because the total of the merchandise was$3,770.95 if I only paid $3,029.84 then I would still owe them $751.11  which is double the $375.00 they are saying I owe them. They said I only paid 3,029.84 which is in a rebuttal through the bbb I’ve provided bank statements to ***** **** which I will not show here due to my bank account number being on them and I don’t trust RNR no more at this point but ***** which is the judge if this can vouche the statements she received shows I paid 3786.81 which is $15.86 more than the agreed upon price of $3770.95 I feel RNR is fishing throwing out anything they can to try to get me to just throw money at this to shut them up but it’s not happening I’ve proved I was never late on any payments and I satisfied this account with the help of Scott for extending my account which I am thankful for and if they’d stop with the false accusation saying I still owe them money we could have done more business but at this point I’ll take my business else where I e proven my case here and I am more than happy to prove the same case in front of any judge or anyone else for that matter I don’t owe any more money to RNR there for I will not be paying anymore money to them

  Business response

  09/01/2023

  Scott is out on vacation this week.

  Kraig said that he talked with ******* ********* and they went through every transaction and payment.
  
  The reason there was a difference of $375 had to do with sales tax and protection that *** ********* had not included in his numbers.

  Thank you,

  Rossanna
  
   

  Customer response

  09/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. This is my 2nd time doing business with this company just like the first time the night that I paid the down payment and put this transaction in motion I asked Scott to give me the pay off total so I knew what amount I had to pay within 6 months the amount given is the amount that I paid so if there was a mistake they need to take it up with Scott but I paid the amount that I was told I had to pay both times of doing business I took advantage of the 6 month same as cash I asked Scott what that payoff amount was he gave it to me I used that as my goal with in 6 months I paid the amount I was given as of day 1 even since this mess has begun when it was 575 bucks they claimed I owed scott sent me a message telling me that my Total was the amount he gave me he didn’t know off top of his head the amount but he clearly states that it was just under 4 grand and in that message he says the reason that I still owe money is because of my late fees that was added so then I go over every payment with them and now the money owed is mysteriously from a different reason I’m not paying another dime so they may as well give up on there fishing expedition I’ll take my business else where from here on out with a company that has there stuff together cuz this one clearly does not I’ve been told that I owe 3 different amounts since this has started and now it’s changed from 3 different reasons as why I owe this money it’s clearly a fishing expedition and I’m not gonna give in in fact I’m gonna get the attorney general involved next this is rediculous. 

  
  Regards,
  
  ******* *********
  

  Business response

  09/29/2023

  As stated in our previous responses, this customer was given the opportunity to rent merchandise at 6 months same as cash, which he did not pay off within the stated time frame.  In an effort to work with him, he was given another month in extension out of our good will towards him and as an effort to make things right.  Even with the extension, he still did not pay the item off.  We have submitted proof to the BBB and to him as well that this is the case.  He is using the BBB to dispute his payout.  He owes the money in dispute, or he needs to return the merchandise. From the continual repetition of his statements, it is our belief that no matter what our response is, he will not be happy. 

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *********

  This complaint has been going on for quit a while and in the response recently given it states no matter what response they give they do not believe that I will ever be happy. That is not true I’ve reached out to Scot several times trying to render a solution to put this behind us. However when your trying to render a solution and you ask the business to explain how moneys are still owed because when signing the paper work I asked Scot to give me the big number of what I owed so I could make it my goal to pay that amount in 6 months to satisfy said account and the response that Scot gives not only didn’t make sense but was proven wrong then ya you tend to start losing a lot of faith and trust in the business that you was doing business with in the first place. In fact after the business gives you several reason that was proven untrue then yes you start to feel like it’s a fishing excursion that they are continuing to fish for ways get money out of me. If I threw money at things with out doing my due diligence first then I’d always have someone saying I owe them something. But at the end of the day when I signed the papers with this organization I asked that organizations manager to give me the amount that I owed to pay it off In the first 6 months just the same way I did it the first time I did business with them and didn’t have any problems so I figured it be the same way this time. That manager gave me an amount and I successfully paid that amount in the time I was given yes they gave me an additional month but that’s a whole different conversation. Fact of the matter is that Scot gave me an amount that I needed to have paid which I did so in the amount of time I was given by Scot so there for I don’t feel I owe any more money and I feel that I held up my end of this transaction a s now they are trying to get more money out if me which will never happen. 

• Initial Complaint

  05/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I keep being treated disrespectfully from ***** at the fletcher RNR location. I have reported to his district manager, ****, and addition to his other supervisors ******l and ** bout ***** talking down to me, disconnecting the phone purposely on me, and possible having a personal vendetta against me. The issue first began 12/27/21 I was contacted in regards to collection efforts when the account was not past due via text and phone call. On 1/3/2022 I requested verbally and via text that I would like a cruise and desist on all communications, but my request was ignored and not granted. Soon afterwards my mother became ill and I was advised she would not be with me for very much longer so I took unpaid time off of work. She unfortunately passed away on 1/24/2022. Throughout the process I remained in contact with RNR tire keeping them aware on my current financial situation. I asked for a payment extension to resolve all past due balance on 2/11/22 in order to cover the cost for my mother final arrangements. ***** was not will to assist and attempted to repo the rims and tires dispute me asking for help. He was condescending and ended the call on me multiple times. I spoke with someone the day before to see what the min payment would be to allow the extension I was advised $70 and when I attempted to make the payment the next day the price increase. I reached out to do the district manager, ****, and he was able to assist with the payment arrangement. I requested multiple times to remove ***** from handling my account. I was advise that ** and ******* would contact me moving forward but that was not the case dispute having asked multiple times. On 5/14/22 I once again receive less then acceptable customer service from *****. I asked for payment assistance due to starting a new job and he adyme he could not extend it that far. I informed him Inwould contact his district manger for assistance again. He became upset, yelled “She is so,” and ended the call on me.

  Business response

  05/16/2022

  While we are very sorry to hear about any trouble this person is having, unfortunately this is not for our RNR location. We are only based out of Cincinnati and Northern Kentucky and this complaint is for a Tampa, FL location that has no affiliation with ours. 

  Customer response

  05/16/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  
  
  Regards,
  
  ******* ******
  

*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. ↩