Rent to Own
SmartPay Rentals, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/16/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an account with smart pay rentals. My son is in the military we babysit his dog. He is in ******* fighting. I pay $360 a month to Smart pay. My husband had a tumor on his neck he is now getting radiation he is not working. It took me a while to gather up to 360. I was 2 days late and attempted to pay and they were forcing me to pay $12 courtesy fee. Person was rude and unethical did not tell me about courtesy fee until last minute. So I canceled my credit card and refused to pay the $12. At this point nobody offered me to send anything in. The owner of this company according to the attorney general in ************ is in deep trouble for numerous collection unorthodox strategies. I called again today and offered to pay the 360 and they turned me down. Telling me they have to adhere to the boss. When I asked to speak to the boss the person got extremely rude to me and it's the same sarcastic unethical person that attempted to charge my card. He seems to enjoy treating people poorly. I was head of a collection agency in ********** I know how it works so these people don't intimidate me one bit. I want to pay the ************************************************************************************************** the month of April.Business Response
Date: 03/18/2024
Information provided by *************************** is inaccurate. The fee she is referencing is not a courtesy fee, it is a surcharge fee that stems from the credit card companies. SmartPay Rentals sent notification out to all of our customers in January advising them of the fee. Our representative NEVER ran the payment. He provided the total amount due for authorization and she declined authorization. Additionally, she did not contact us to make payment until the 10th day after her due date.
The owner of our company is in NO way, nor has ever been in any kind of trouble with the Attorney General.
*************** has verbally abused all of our representatives multiple times. When she called in on Saturday and our representative answered the phone, she immediately started calling names. Our staff has been nothing but professional and kind to her. Our reps are trained to deal with these difficult situations, however, they never have to stay on the phone if anyone is calling names, cursing extensively and/or threatening them.
The office manager did make contact with her today, he waived the late fee and surcharge fee for this month only. She was notified that we will no longer waive any fees.Customer Answer
Date: 03/19/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21442622
I am rejecting this response because: obviously it takes two to make a argument and I won't be abused on the phone. I won't be toyed with and I won't be taking advantage of. Yes the company waved the fees and I think they should have. And if any one of their relatives gets cancer I don't wish anything but the way they treated me back on them.
Regards,
*************************Business Response
Date: 03/20/2024
Thank you for the response, however, the calls were recorded.
Again, the Office Manager already reached out to the cusotmer and waived the surcharge and late fee for March only and the last time, per the discussion, the situation is resolved.Initial Complaint
Date:02/09/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a building from 5 star structure thefirst building was dropped on a tree ***** by the driver . It took over a month to get a new building after the repairs did not work. They replaced the building with a new building but sent the same driver after being told we wanted a new driver! Needless to say, there was a very bad leak. This was expressed to smart pay ! They did not try to help in any way just wanted to repo. We refuse to pay ******* payment, which is not even 30 days late. Now they are going to repo the building. I want my money back for December. As the 5 star structure is going to give us back our deposit. I spoke with ******* who is very rude and does not know how to treat people fairly. All I want is my money back and I can't get her to call me back. The contract Clearly states that I can reinstate with a payment but she refused.I was trying to make a payment arrangement for February The third for the building payment for ******* and she refused to take it. I would never deal with this company again. Just give me my money back!Customer Answer
Date: 02/09/2024
Five star structure is giving me back my deposit, I am trying to get payment back from smart pay! We could only use half of the building, we did not know leak from the roof was so bad because the insulation soaked it up. Please refer to original complaint. Contract was sent. I have alot more.picturesBusiness Response
Date: 02/12/2024
We are aware of this customer's complaints. The dealer has been out to the site multiple times to make corrections. Customer continues to be unhappy with the structure. We have tried to work rationally with the customer. ******************** has already deferred two payments at this time. Then they refused payment again citing another structural damage. The dealer returned again to correct an issue and customer argued with the dealer and with ******************** that they should not have to make payments for another 30 days. It is also confirmed the customer has been and continues to use the structure.
Customer has not made a payment since December on February 15th, the customer will owe two months of rent.
Due to the complaints and threats from the customer, the dealer has offered to pick up structure and pay back their down payment, so the customer can go elsewhere and get a structure they're happy with.
As for the calls, all calls received from **************** has been received and handled. Since our last conversation she has not called in and/or left a request for a call back. The calls are recorded, the customer has been heard and treated respectfully by the representatives of SmarPay Rentals.Customer Answer
Date: 02/13/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21237068
I am rejecting this response because:
Regards,
*********************Customer Answer
Date: 02/13/2024
I heard from smart pay via e mail this morning, they are sending me a check for money paid on building for december, thank you!Initial Complaint
Date:08/22/2022
Type:Billing IssuesStatus:UnansweredMore 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 a cutomer of Smart Pay rental. We rent to own a shed. Due to my recent finanical status, I do pay my bill every month it may be late but I do pay. I recieve emails stating they are going to repo the shed, calls, and certified mail. I want to say 1 thing, I ACCEPT THIER CALLS OR IF I CANT NOT WILL RETURN THEIR CALL WHEN A VOICEMAIL IS LEFT!!!! I also asked why do they send me an email even after I make the payment, they keep saying they are automated emails. When I call them they tell me the emails and now "certified mails" are automated. They do say I keep amazing communication with them, but I am recieving cerified letters of repo because I am behind 1 payment. Mind you I called them when the shed was delivered and had no idea it was delivered, so you can see I am on the up and up. This company must get it together. The reps are nice, but when you question things they get alittle upset and keep pushing you off the phone. I keep communication witht his company and also asked for a copy of my contract (which I still not recieved). I am seeing alot of reviews about how the same is happening to them. In todays world, Smart pay should take in consideration of if the customer is paying for the merchandise, then they should be alittle nicer not so abrupt and understanable. Again COMMUNICATION IS THEY THE NUMBER 1 KEY. I do billing and collections for my job and COMMUNICATIONS, KEEPS PEOPLE IN GOOD STATUS WITH MY COMPANY!!!Initial Complaint
Date:08/19/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
So I was a paying customer made every payment I had a couple blemishes, but I always made all of my payments all the way up until July 2022 a payment was made but the payment never went through! So for whatever reason I was never contacted The business said that I was contacted however, the call to make another payment and they’re refusing my payment demanding that I pay $350. They have refused to take my payment forcing me to get behind on further. I was threatened that it’s out for repo they’re going to come and get the shed from me due to the fact of nonpayment I explain to them that I had a fire issue at my property! I was getting myself on track! Daniel d*****, he calls himself the manager refused to take a payment! Customer service is the worst! I’m not a person that don’t want to pay! $100 bucks is $100 bucks! I told them the other balance would be paid next week! NO THEY TOLD ME SOO AFTER ALL THIS DRAMA! It’s more than just the payment it’s a way to make ppl have to pay more in the end. We are all imperfect and things happen. I’m not just making excuses I’m calling to pay! When has this been legal to deny a payment than Penalize a person! I just want to pay! What I owe and get Current. Dan lied and said my payment wouldn’t go through. Than just out right denied my payment! I don’t want any of this on my history I pay my bills. This company isn’t treating me like the beneficiary! They don’t realize it’s there duty as a Trustee. Please help
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