Complaints

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:07/16/2025

  Type:Order 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 leased a storage untit and after 3 transfers, my lease was sold to RTO national. I went through a divorce and requested RTO national pick up the unit. RTO instead of having the recovery unit pick up the unit, they gave my ex-wife access to my account, removed me from the account and put the storage unit i requested be picked up in her name. Because of the divorce I wanted the unit picked up and they had no legal right to remove me from the account and leave the unit with her. Her name was nowhere on my paperwork and now because of it I can't get the equity back out of it until.its turned in.

  

  Business Response

  Date: 07/16/2025

  RTO
  National LLC (“RTO”) is responding to Complaint Number ******** from Sam
  ******* received on July 16, 2025.  RTO National values its customers and
  strives to always provide professional services that exceed our customers’
  expectations.  We have
  investigated the allegations in the Complaint and found the following.
  
  **.
  ******* signed a Lease Purchase Agreement (“Agreement”) on June 21, 2023.  **. ******* agreed to rent a Building.  The Agreement was a month-to-month agreement and
  **. ******* agreed that the building could be picked up by the lessor in the
  event the monthly payment was not made.  
  **. ******* failed to make the monthly payments and directed RTO to
  recover the building.  The person residing
  at the location where the building was located agreed to lease the building
  without requiring RTO to remove it. 
  Since **. ******* was in default of his agreement and failed to make
  payments, he had no interest in the building. 
  RTO considers this matter resolved.
  
  If
  **. ******* has any questions or further concerns, he may contact his account
  representative at 877-577-2034 or by email at *******************************.   

  Customer Answer

  Date: 07/17/2025

  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. 
  
  

  I contacted RTO in June of 2025 to notify them that I was moving and the location where I was moving to couldn't accommodate the unit. At that time all my payments were current and I was not in default. I have email traffic with CSR shecoria and she notified me she would submit the documents to have the unit picked up in July as I told her I would have the unit cleaned out. Where the unit is at is where my ex-wife life lives and we divorced in *** 2025. She asked if she could take over payments and I told her no. RTO Is giving false statements inorder just to keep money and not have a unit returned. The issue I have is she didnt help me pay for the unit, important was never in default, i still own the property it sits on, and it was illegal for RTO to just take me off of my account and give to her without me signing anything. Plus I had a credit on the unit because I was changed to 3 different finance companies with RTO being the last company. So no I was not in default when I requested the unit be picked up. July 2025 was the only time I didnt make a payment and that's because the unit was supposed to have been picked up in July. 
  
  
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 07/21/2025

  RTO
  National LLC (“RTO”) is responding to **. *******’s Rejection to the Response
  to Complaint Number ********.    RTO
  National values its customers and strives to always provide professional
  services that exceed our customers’ expectations.  We have investigated the allegations
  in the Complaint and found the following.
  
  **.
  ******* did not make the renewal payment required under the Agreement and
  requested RTO pick up the building.  If RTO
  picked up the building as requested, rather than re-leasing it at its current location, **. ******* would have incurred a retrieval fee under the terms
  of his Agreement.  When **. ******* refused to make the payment and requested the building to be picked up, he no longer had a right to the building. Because the agreement
  was a lease agreement, **. ******* had no “equity” in the building.  Leaving the building at the location reduced
  **. *******’s liability.  
  
  If
  **. ******* has any questions or further concerns, he may contact his account
  representative at 877-577-2034 or by email at *******************************.   

  Customer Answer

  Date: 07/22/2025

  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. 
  
  

  Once again as I stated before. I contacted Ms. Shecoria when I made my June payment and explained to her that I was moving into my new that I built and unfortunately because I f the HOA rules and how my yard was setup I was unable to take the unit with me. She then ask me if I had anyone to take the unit, i said no not at this time unless you all can do the onetime move to a location in ******* for me. She explained that would be an expense to me or get with the dealer I purchased from inorder to if they will move it. We then agreed that it would be to much and shecoria stated that she would do the paperwork to have the unit picked up for me. We then went over a series of questions that they ask when recovering a unit. I explained the unit will be cleared out and ready for pick up july 1st as june would be my last month making the payment as I closed on my home June 27th, 2025. The unit was cleared out and ready for pick up and I never received any calls, so when I went to the home to retrieve some items and still saw it there in july I thought maybe they got behind. Noone ever called me about a july payment or even to discuss the payment or why the unit hadn't been picked up. I had to find out that they allowed ex-wife to take over my unit because she made a payment on my account and I got the email. What im.not liking is that my character and my integrity is being called into question over something I feel was done wrong. Im a retired ** ** **** *******, was ****** *** ************ ******* in the ******** and what i dont do is lie. RTO just needs to admit they're a mistake and this shouldn't have happened. Also before RTO took over my account from the last finance company I did have a 250.00 which was noted as equity on the account. So where that went I dont know, but im.not hurting for money, im.just trying to prove a point that what you guys did was wrong, and I never signed anything. But now calling me a liar and saying I defaulted on a payment is a problem for me. I only did not pay july payment because the unit was supposed to already been moved from the property which I still co own. RTO has inserted themselves in a divorce process all for a dollar. It should have been some type of communication because technically I was still responsible.for the unit, i didnt just want to give away 3 to 4k to RTO or my ex- wife, i would have moved the unit before just letting her take it after I've invested the money. This is why RTO has such horrible reviews, all for a dollar. 
  
  
  
  Regards,
  
  
  
  *** *******

• Initial Complaint

  Date:06/06/2025

  Type:Order 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 told if I make all the payments for the term of the loan I would own the shed I have made all the payments now they are saying I still over $800 when I called 6 months I was told I owe the same amount I've asked for paper billings but never received every time I call the amount keeps going up I believe they dont wanna give out paper bills so they can keep you in the dark about your account

  

  Business Response

  Date: 06/06/2025

  RTO
  National LLC (“RTO”) is responding to Complaint Number ******** from ****** ***** received on June 6, 2025.  RTO National values its customers and
  strives to always provide professional services that exceed our customers’
  expectations.  We have
  investigated the allegations in the Complaint and found the following.
  
  *** ***** signed a Lease Purchase Agreement (“Agreement”) with RTO on July 13,
  2021.  A copy of the Agreement was
  provided to *** ******  Paragraph 6 of
  the Agreement outlines the total amount of payments to be made under the contract.  Paragraph 5 outlines additional charges that
  are added each month and additional fees for late payments or payments made by
  phone.  Paragraph 7 outlines the early
  purchase option which is 65% of the remaining balance (plus tax and fees).  To date. *** ***** has made payments and $3,852.4
  has been applied to the amount listed in Paragraph 6.    
  
  The
  amount to pay off the contract changes based on the charges outlined in
  paragraph 5 and the payments made.  As a
  result, the balance will increase or decrease based on when the payoff is
  requested.  By separate email, RTO will
  email *** ***** a copy of his Contract and the transaction history for his
  review. 
  
  If *** ***** has any questions or further concerns, he may contact his account
  representative at ************ ** ** ***** ** ********************************   

• Initial Complaint

  Date:04/25/2025

  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.

  RTO NATIONAL IS TRYING TO CHARGE ME two late charge payments I do not owe. They are saying I ask them to defer them which I didn’t I paid the late charges I don’t owe them anything I have the receipt to prove it

  

  Business Response

  Date: 04/25/2025

  RTO
  National LLC (“RTO”) is responding to Complaint Number ******** *rom ***** ***** received on April 25, 2025.  RTO National values its customers and
  strives to always provide professional services that exceed our customers’
  expectations.  We have
  investigated the allegations in the Complaint and found the following.
  
  *** ***** signed a lease contract with RTO on March 19, 2021.  Paragraph 5 of the lease states that if the
  payment is not made within 5 days of the renewal date a late charge of $15.00
  will be assessed.  *** ******* payments
  are due on the 20th of each month.  *** ***** paid her November 20, 2023, payment on November 26, 2023, and paid her
  September 20, 2024, payment on September 26, 2024.  As a result, *** ***** was assessed with two
  late charges of $15.00 that were not paid.
  
  In
  reviewing the account, RTO notes that *** ***** has been a long-time customer
  with RTO with a strong payment history.  The payments at issue were only one day
  late.  Given this business relationship,
  RTO has agreed to waive these two late charges. 
  We apologize for any inconvenience this may have caused *** *****. 
  
  If
  *** ***** has any questions or further concerns, she may contact Trace D*****
  at ************ **** *** or by email at ****************************   

• Initial Complaint

  Date:04/03/2025

  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.

  Not responding to calls or messages. Have not heard from account manager but constantly sending payment reminders. Have been trying to change my payment date and receive statements on my payments and remaining balance with no luck

  

  Business Response

  Date: 04/14/2025

  RTO
  National LLC is responding to the Complaint ******** received from ********
  ******* on April 3, 2025.  RTO National values its customers and
  strives to always provide professional services that exceed our customers’
  expectations.  We have
  investigated the allegations in the Complaint and found the following.
  
  **.
  *******’s complaint indicates he was not getting a response to his calls and
  messages.  RTO National spoke with **.
  ******* on Friday to address his concerns and answer questions.  **. ******* was provided a representative’s name
  for future questions and apologize for his difficulty in communicating with us.
  RTO considers the issues in the Complaint
  to be resolved. Should he have any questions he may contact his account
  representative or contact Trace D***** at 864-277-2023 ext. *** or by email at
  ****************************   

• Initial Complaint

  Date:03/03/2025

  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.

  We paid the complete balance online after speaking to a representative in December 2024, only to find out in February 2025, the amount we paid in December wasn't treated as a pay off amount, instead it was treated like we were paying in advance of the due date. This is a shameful attack and shameful way to collect extra interest revenue from someone trying to pay off the account. With advancements in technology this predatory company could easily allow customers to pay off balances online. I would like all the unnecessary interest I paid to be returned to me.

  

  Business Response

  Date: 03/04/2025

  Please allow
  this letter to serve as our formal response to the above complaint. 
  RTO Finance LLC takes its customer service and consumer protection obligations
  very seriously.  As a result, it has resources devoted to its compliance-related
  functions designed to identify, resolve, and permanently correct potential
  operational deficiencies and improve upon customer concerns.
  
  RTO Finance LLC values its customers and strives to always provide professional
  services that exceed our customers’ expectations.  We have investigated *** ***** concerns outlined in his complaint and the results of our
  investigation are the following.
  

  *** *** entered into a Retail Installment Contract with *** ******* *** on May 2,
  2023 (“Agreement”) for purchase of a 10x10 A Frame Shed Storage Building. 
  The Agreement called for monthly payments in the amount of $230.90 each. *** *** entered into a Retail Installment Contract during a period of 6 Months Same
  As Cash, where *** *** had the option to pay off the cash price of the building
  over 180 days, but he did not meet that timeline.
  
  As
  *** *** states in his complaint, he called and spoke to a representative in
  December 2024, where the customer support representative outlined to *** *** that he made a payment through the online payment portal for the monthly amount
  of $230.90, but he did not pay the interest accrued to the account. The online
  portal clearly states that customers are encouraged to call in before
  submitting an online payment for the total payoff balance, as the portal does
  not take into account the daily interest accrued. *** *** was under the
  impression that he had paid off his account, and the customer support
  representative outlined that he had not. The customer support representative
  offered to send over the ledger with his past payments to show the remaining
  balance of the account. The ledger was sent to *** **** At the end of December,
  there was a past-due balance of $151.80 on the account.
  
  *** *** reached out to *** ******* in February to inquire about why he was
  receiving notifications about his past-due balance. The customer support
  representative outlined the last payment received and the interest that still
  needed to be paid on the account. *** *** did submit his final payment on
  February 28, 2025. *** Finance vehemently denies that there was any unnecessary
  interest, as the interest is outlined in the Retail Installment Contract, and
  *** *** failed to pay off the cash price of his building over the 6 Months Same
  As Cash period.
  
  We
  hope that we have been able to clear up any misunderstandings that *** *** has
  related to his account with *** *******.

  Customer Answer

  Date: 03/04/2025

  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. 
  
  
  If this business allows online payment, they can easily set up a payment system where account holders can pay the remaining balance online. Paying the payoff amount via telephone is not a very secure method and mail is much slower than online payments. This company can do better. These unnecessary interest payments after December could have easily been avoided. Invest in your technology infrastructure.
  
  
  
  Regards,
  
  
  
  ********* ***

  

  Business Response

  Date: 03/04/2025

  We ask that customers speak to a live representative so we can ensure the account gets closed out and we can send documentation showing the account has been paid in full. We are constantly working to improve our systems and will continue to do so to ensure we meet the needs of our customers. 

• Initial Complaint

  Date:01/25/2024

  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.

  My bank sent a monthly check higher than what was due and the check was sent to my home. I went into the system and paid the due amount and stopped all future checks to the wrong address . Another payment was in process and my bank put a stop on it as well. I made the next due payment on the on line portal and was charged an NSF fee by RTO . I asked the customer service to wave the NSF . Because I had paid what was due and it was not my fault. They refused to remove the NSF , charged me $30 and stated it was company policy. This company refused to give a customer courtesy even though I was not at fault. I advise anyone thinking of using them to think twice . They are a high interest rip off company . They have poor policies and very poor customer service. Do not finance with this company.

  

  Business Response

  Date: 02/06/2024

  Please allow this letter to serve as our
  formal response to the above complaint.  RTO
  Finance LLC takes
  its customer service and consumer protection obligations very seriously.  As a result, it has resources devoted to its
  compliance-related functions designed to identify, resolve, and
  permanently correct potential operational deficiencies and improve upon
  customer concerns.
  
  RTO Finance LLC values its customers and
  strives to always provide professional services that exceed our customers’
  expectations.  We
  have investigated Ms. ********* concerns outlined in her complaint and the
  results of our investigation are the following.
  
  Ms.
  ******* entered into a Retail Installment Contract with RTO Finance LLC on May
  26, 2022 (“Agreement”) for purchase of a 10x12 **** Shed Storage Building.  The Agreement called for monthly payments in
  the amount of $207.22 each beginning November 12, 2022.  Additionally, if a payment is returned a
  returned payment fee would be assessed.
  
  As
  Ms. ******* states in her complaint, she requested her bank put a stop payment
  on a check that was later received by RTO National LLC.  When we submitted the check to our bank for
  processing, the check was not honored.  
  As a result, an NSF fee was applied to her account in conformance with
  the terms of her contract and her state laws. 
  NSF fees are appropriate due to the charges that we receive from our
  bank, as well as to compensate the company for additional work that is required
  by our Accounting Department and Operations Department as a result of the
  dishonored check.
  
  Ms.
  ******* states in her complaint that she requested the NSF fee be waived
  because she had made a payment and it “was not [her] fault.”  In reality, the fee was assessed appropriately
  because of Ms. ********* actions of placing a stop payment on a check which was
  only necessary due to her actions.  Nevertheless, because Ms. ******* was
  proactive in making her payment and keeping us informed, our supervisor
  requested that the NSF fee be waived on the account as a one-time courtesy to
  Ms. ******* on January 25, 2024, the same day Ms. ******* spoke to our
  supervisor.  Our Accounting Department
  fulfilled the request by waiving the fee on January 31, 2024, prior to receipt
  of her BBB complaint.  A review of the
  phone recordings revealed that Ms. ******* was informed on January 25, 2024
  that this request had been made prior to her filing of this complaint.
  
  We
  appreciate Ms. ********* business and hope that we have been able to clear up
  any misunderstandings that she had related to the reason for NSF fee and the
  status of it on her account.   

• Initial Complaint

  Date:08/17/2023

  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.

  When I signed my contract, there was no co-buyer or authorized 3rd party on my account. I only have two references which are my mom and husband. I don’t mind him calling my references because I work in the same job field. The manager over my account, Vincent, takes it upon himself to harass my husband, demands payment, or threatens to pick up the unit. He also took it upon himself to give my husband my account details and mention to him how many times I’ve paid on time and paid late and other units that I may have. I work in a call center and it’s a strict company policy that states “if the person isn’t on the account, you are not allowed to give out any account details whatsoever. That was not professional of him at all.

  

  Business Response

  Date: 08/29/2023

  Please allow this letter to serve as our
  formal response to the above complaint.  RTO
  National LLC takes
  its customer service and consumer protection obligations very seriously.  As a result, it has resources dedicated to
  its compliance-related functions designed to identify, resolve, and
  correct potential operational deficiencies and improve upon customer concerns.
  
  RTO National LLC values its customers and is
  dedicated to providing professional services that exceed our customer
  expectations.  We
  have investigated Ms. *********’ concerns outlined in her complaint and the
  results of our investigation are the following.
  
  While
  we could not substantiate all of Ms. *********’ allegations, we were able to
  determine that our employee did not follow our internal company policies.  As a result, appropriate disciplinary action has
  been taken. 
  
  We
  regret any inconvenience this caused Ms. ********* and appreciate that she took
  the time to notify us of her concerns.   If we can be of further assistance,
  please do not hesitate to contact us.  

• Initial Complaint

  Date:05/01/2023

  Type:Order 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.

  Purchased a furnace in February of 2022 for the price of $2705. Our monthly payment has been $130. RTO National agreed to a lease with us with no term dates on any of the contracts. We have been unable to reach anyone to find out current balance due as they hang up when asked. We finally reached someone and was informed that our payoff amount was $3600 AFTER making payments for 14 months. This is $900 more than the initial cost of the furnace. They are a total scam company who does not provide accurate term information on the contract and lock you into a deal you didn't agree to. Reading reviews it appears to be a very common theme with shady business practices by disguising the total amount you'll owe by stating "If you make 60 monthly lease payments" rather than stating the actual term WAS 60 months. I refuse to pay more than the initial cost of the furnace on top of the 14 months of payments that have been made.

  

  Business Response

  Date: 05/17/2023

  Dear Ms. R*****:
  
  We are in receipt of Mr. ******* ********
  complaint related to the lease purchase agreement entered into by his wife,
  ***** ******.  Mr. ****** claims that the
  terms in the contract his wife signed were unclear.
  
  RTO
  National LLC strictly abides by all regulations relevant to its lease purchase
  agreements.  RTO National LLC holds
  licenses and certifications in every state which requires this and is regularly
  examined by state regulators to ensure compliance. Our contracts state in very
  clear language the available terms, conditions, and options for our customers
  to review prior to entering into the contract. 
  We also confirm the terms with our consumers via text message or phone
  call prior to finalizing the account. 
  
  RTO National LLC values its customers and
  strives to always provide professional services that exceed our customers’
  expectations.  We
  have investigated Mr. ******’s concerns contained within his complaint.  The results of our investigation are as
  follows.
  
  Ms.
  ***** ****** entered into a Lease Purchase Agreement with RTO National LLC on
  February 252, 022 (“Agreement”) for delivery and use of a Nortek Global 3.5 Ton HVAC System (“Property”) with monthly lease payments in the amount of $130.59. As clearly
  disclosed in the Agreement, at the end of each monthly term, Ms. ****** has the
  option to continue leasing the Property by making another lease payment,
  terminating the Agreement and returning the Property, or exercising her early
  purchase option.   If Ms. ****** leases
  the Property for 60 months and makes all necessary payments per the terms of
  her Agreement, she will acquire ownership of the Property. 
  
  RTO
  National LLC vehemently denies Mr. ******’s accusations and notes that Mr.
  ****** is not a lessee of the Property and as such was not subject to the
  disclosure of terms of the lease purchase agreement.  In contrast, Ms. ****** was provided the
  disclosure of contract terms and acknowledged her agreement to those terms by
  her signature on the lease purchase agreement and additionally through our
  confirmation of terms process.  Ms.
  ****** later authorized us to speak with Mr. ****** related to her account.
  
  In
  contrast to Mr. ******’s allegation that the contract does not provide a term
  date, paragraph 3 of the attached Agreement clearly provides “The Term of this
  Agreement is one month.  This Agreement
  begins on the date of delivery and expires one month from the date of
  delivery.  You can renew this Agreement
  at your option for one-month terms by making a lease renewal payment on or
  before the date this Agreement expires.” 
  We also have a process to confirm the customer’s satisfaction after the
  Product has been delivered and installed. 
  This process was completed and the delivery and installation date confirmed
  with Ms. ****** on February 25, 2023. 
  She also stated it was completed to her satisfaction and our employee
  then provided her with the due date of March 30, 2022, at that time.
  
  Finally,
  Mr. ****** alleges that our employee hung up when the early purchase option
  amount was requested.  Our Director of
  Operations reviewed the phone call recordings for all phone calls related to
  Ms. ******’s account.  Our representative
  disconnected the call due to Mr. ******’s use of foul and vulgar language.
  
  Ms.
  ****** had the option of paying cash for the storage building on the day of her
  purchase or applying for traditional simple interest loan with daily interest,
  however, she chose to enter into a lease purchase agreement which does not
  require a credit check.  As previously
  explained, there is an early purchase option available which is calculated per
  the terms contained in the contract.  The
  contract also clearly discloses the total of payments in bold text (Paragraph 6
  in the Agreement) if Ms. ****** did not opt to exercise her early purchase
  option and continued to lease for the full 60-month term. Ms. ******
  acknowledged her agreement to all of these terms by executing the
  lease-purchase agreement. Mr. and Ms. ****** each acknowledged during a phone
  call that Ms. ****** did not read the contract terms prior to executing the
  Agreement.
  
  Nevertheless,
  prior to receipt of this complaint, in an effort to provide exceptional
  customer service to Ms. ******, we agreed to a settlement amount of $1,800.00,
  which was a reduction of $1,854.06 from the current early purchase option
  amount required to obtain ownership of the Property.  Ms. ****** made this payment on May 12, 2023
  and we waived the remaining balance on this account.    
  
  We
  hope that we have been able to clear up any misunderstandings that Mr. and Ms.
  ****** has had related to this transaction and Ms. ******’s account with RTO
  National LLC.  Should you have any
  questions, please do not hesitate to contact me.

• Initial Complaint

  Date:03/31/2023

  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 paid off this account according to block 7 Early Purchase Option. Ms.W**** RTO National manager confirm the payoff and sent me a copy. She also informed me that a payment of $424.00 is due to me,but I have to rebuttal through my bank inorder to get that payment back, because the account is payoff, which I went through my back and did so, and the payment was sent back to the account. Days later my wife received a text from RTO National representative stating that a payment is due. I contacted RTO National, and am told by another RTO National representative from the same company stating that she don't know why Ms.W**** said the payment of $424.00 was due to me, and that because a payment was rebuttal that the account was reactivate and a payment, plus late fees are due. My account was paid in full, I did what I was instructed to do from Ms.W**** RTO National Manager. My wife and I work hard at keeping our credit score in a good status. RTO National shouldn't be holding us responsible for lack of communication on their part.

  

  Business Response

  Date: 05/26/2023

  May 15, 2023
  Better Business Bureau
  Attn: Cindy R*****
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: ID No. ********
  ****** *****
  
  
  Ms. R*****:
  
  Please allow this letter to serve as our formal response to the above complaint. RTO National LLC
  takes its customer service and consumer protection obligations very seriously. As a result, it has
  resources dedicated to its compliance-related functions designed to identify, resolve, and correct
  potential operational deficiencies and improve upon customer concerns.
  RTO National LLC values its customers and is dedicated to providing professional services that
  exceed our customer expectations. We have investigated Mr. ****’s concerns outlined in his
  complaint and the results of our investigation are the following.
  Mr. ****s and his wife, **** ****-****as entered into a lease with RTO National LLC for
  delivery and use of a storage building on December 19, 2022. The Agreement called for payments
  in the amount of $423.24 each month by the 14th of each month. At the end of each lease term,
  the ****ses had the option of making another monthly payment, exercising their early purchase
  option (“EPO”) or returning the storage building to us.
  On February 14, 2023, Mr. ****s requested an early purchase option (“EPO”) to pay off the
  account. This figure was provided to him; however, he chose to make another monthly payment
  at that time instead of paying the full EPO amount. Later on February 22, 2023, he made the full
  EPO amount payment through our online system; however, this amount was no longer valid since
  the EPO amount changes monthly and another monthly payment had been made since it was
  quoted. At that time, a refund was mailed to Mr. ****s and Ms. ****-****s in the amount of
  Better Business Bureau
  ****s, ******
  May 15, 2023
  Page 2
  
  $117.39. After that time, we were notified that the February 14, 2023 payment was returned due
  to a stop payment.
  In Mr. ****s’ complaint, he alleges that he was told to place a stop payment on the February 14,
  2023 payment by our representative. We have reviewed the call recordings and have been unable
  to substantiate this allegation. Due to the unique circumstances, it caused some confusion with
  the request for reimbursement of the stop payment amount. In reality, our representative should
  have only requested a portion of the payment to be returned because another refund of $152.61 is
  due to Mr. ****s. This will mean a total refund of $270.70 will have been made to the ****ses.
  Additionally, RTO National LLC did not charge the account for a late fee or a fee for the canceled
  check.
  We appreciate the ****ses’ business and believe we have been able to address Mr. ****s’
  concerns to his satisfaction. If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  RTO National LLC
  
  Jeana *. W******
  Director of Compliance

• Initial Complaint

  Date:03/24/2023

  Type:Order 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 purchased a shed from a shed dealer. I leased the payments through RTO National. It was my understanding that I had one year to pay it off or the option to pay it off early.
  
  The context of the contract seemed confusing and misleading that I had the option to pay it off early with no penalty. I called RTO to make my final payment and discovered that my contract stayed that if I didn’t buy it cash that day then I HAD to make the 48 monthly payments totaling $11000ish for a shed that was originally $5500. The contract stayed a 65% interest fee that was never explained to me because if I paid it off in early I wouldn’t have to worry about that. Now with $300 left to pay I learn that either I’m stuck with the additional 34 payments or an early payoff fee of $3600. The contract was not clear on time lines and leads that there is some discretion on when to pay it off. This is very unfair practices and quite misleading to the common consumer. Now I have “$1600 in escrow that they will not give back” and that escrow is in addition in the $3600 for the early payoff. I would like to pay off the original amount and be done with them. They can keep the escrow but I want to make the final payment and never ever again deal with this company. The numbers are not exact as well. They are in whole numbers to make it easier to type. Thank you.

  

  Business Response

  Date: 05/22/2023

  May 15, 2023
  Better Business Bureau
  Attn: Cindy R*****
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: ***** ******
  Complaint ID: ********
  
  Dear Ms. R*****:
  
  We are in receipt of Mr. ***** ******’s complaint related to the lease purchase agreement entered into
  on March 11, 2022 for the delivery and use of a storage building. Mr. ****** claims that his contract
  was confusing and misleading and was not clear to him the terms contained with the lease purchase
  agreement.
  
  RTO National LLC strictly abides by all regulations relevant to its lease purchase agreements. RTO
  National LLC holds licenses and certifications in every state which requires this and is regularly
  examined by state regulators to ensure compliance. Our contracts state in very clear language the
  available terms, conditions, and options for our customers to review prior to entering into the contract.
  We also confirm the terms with our consumers via text message or phone call.
  
  RTO National LLC values its customers and strives to always provide professional services that exceed
  our customers’ expectations. We have investigated Mr. ******’s concerns contained within his
  complaint. The results of our investigation are as follows.
  
  Mr. ***** ****** entered into a Lease Purchase Agreement with RTO National LLC on March 11,
  2022 (“Agreement”) for delivery and use of a 12x18 beige and brown A frame storage building
  (“Property”) with monthly lease payments in the amount of $257.92. As clearly disclosed in the
  Agreement (attached) in paragraph 5, at the end of each monthly term, Mr. ****** has the option to
  continue leasing the Property by making another lease payment, terminating the Agreement and
  returning the Property, or exercising his early purchase option (“EPO”). If Mr. ****** leases the
  Property for 48 months and makes all necessary payments per the terms of his Agreement, he will
  acquire ownership of the Property.
  
  RTO National LLC vehemently denies Mr. ******’s accusations. Mr. ****** alleges that he had a 12
  month same-as-cash provision. RTO National LLC does not offer a 12 month same-as-cash option at
  this time or the time of Mr. ******’s contract. In contrast, he was provided the disclosure of contract
  Better Business Bureau
  Re: ***** ******
  May 15, 2023
  Page 2
  
  terms and acknowledged his agreement to those terms by his signature on the lease purchase agreement
  and additionally through our confirmation of terms on March 11, 2022. In addition to the lease purchase
  agreement, Mr. ****** electronically signed a Price Tag (attached) which acknowledged that he
  understood the total cost if he were to pay the 48 monthly lease purchase payments. Additionally, Mr.
  ****** signed the Lease Cost Chart contained at the end of the Agreement that provides the “Summary
  of Costs of Your Lease Purchase Agreement.”
  
  Mr. ****** had the option of paying cash for the storage building on the day of his purchase or applying
  for traditional simple interest loan with daily interest, however, he chose to enter into a lease purchase
  agreement which does not require a credit check. Contrary to the statement in Mr. ******’s complaint,
  there is no prepayment penalty contained in Mr. ******’s lease purchase agreement or any lease
  purchase agreement offered by our company. As previously explained, there is an early purchase option
  available which is calculated per the terms contained in the contract and there is not a 65% interest fee
  as alleged by Mr. ******. The contract also clearly discloses the total of payments if Mr. ****** does
  not opt to exercise his early purchase option and continues to lease for the full 48-month term.
  
  Additionally, Mr. ****** is confused about the amount that was contained in his escrow account. Any
  overpayment of the lease purchase monthly payment is held in an escrow account until Mr. ******
  either opts to exercise his EPO and the funds are deducted from the amount required, or he returns the
  storage building and the funds are returned to him, or if he does not make a payment as required by the
  terms of the contract then the funds are used toward his payments. In each case, the funds are use in the
  most beneficial way to Mr. ******.
  
  Nevertheless in an effort to provide exceptional customer service to Mr. ******, RTO National allowed
  Mr. ****** to pay an additional amount of $840.96 instead of the $3,618.51 that he owed to pay his
  account in full. Mr. ****** made this payment on March 24, 2023 and the account is closed. This
  means that Mr. ****** only paid a total of $6,121.80 for his storage building. The cash price, including
  tax of the building if Mr. ****** were to have purchased it directly from the dealer on March 11, 2022
  was $5,830.00.
  
  We hope that we have been able to clear up any misunderstandings that Mr. ****** has had related his
  account with RTO National LLC.
  
  Should you have any questions, please do not hesitate to contact me.
  
  Sincerely,
  
  RTO National LLC
  
  
  
  Jeana *. W******
  Director of Compliance