Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ended up having some financial issues and a death in the family and I had to miss a good amount of work and had to go out of state to attend their funeral and help sort thru their belongings. I got very behind on my bill and was trying to find any way to pay it. I told 3-4 different people in the store about my situation and that I only had a certain amount of money in my card. They were extremely rude, they blew my phone up multiple days in a row even after I had talked to people in the store, and they began to harass and threaten me. I was texted from private phone number, the store phone, and every conversation I was threatened and talked down to. I had a check coming but the weather affected when it would arrive and because of this I was threatened with police and law suits over something I could not control. I have never been so disrespected and treated so badly by any one in customer service like this before.

  Business response

  01/14/2025

  Thank you for taking the time to leave a complaint, here is the store manager's reply:
  

  This account is a first payment default 24 days past due, we need this merchandise returned or we need payment in full. This is not harassment we are following our collection guidelines, and she has terminated the customer agreement due to nonpayment, we need this resolved per her agreement by either merchandise returned or payment in full. 

  If you have any further questions or complaints, please contact our Home Office at ###-###-####.  Thank you.  
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was out of town and thought my payments were going through. Come to find out they werent coming through and now sense its past do they will not work with me on a payment arrangement and have been stocking me and threatening me at my door. I want to keep my product and for them to leave me alone!!!

  Business response

  01/08/2025

  This is for complaint #********.  Thank you for taking the time to leave this message.  This is what the regional manager over the store has replied: 
  
  The customer is a first payment default going on 30 days past due. We cant start business like this and continue it. We will always per-sue for payment and call and visit. The customer has been home and will not answer the door. With this being a new customer, we need to pick the merchandise up or receive payment to catch them up completely to their next pay day. We are not stocking we are collecting. It either has to be the payment or the merchandise. We also have a phone number to call us to make payment or she can go online.  The payment is needed and expected.  

  If you have any further questions or concerns, please contact our *********** at **************, Thank you!!! 

  Customer response

  01/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22759885
  
  I am rejecting this response because: they are not working with me on a payment option to get me caught up
  
  Regards,
  
  ****** *******

  Business response

  01/10/2025

  Thank you for taking the time to respond back, here is what the regional manager over the store has responded with:
  
  Since you are a new customer, we have to establish a pay history before we are able to go further with this account.  You will be required to either pay up the account or return the merchandise.  Please contact our *********** if you have any further questions or concerns at **************.  Thank you!!! 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On two separate occasions this business has ran my card without authorization

  Business response

  12/31/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  Management will be reaching out to you at the number provided to discuss this issue.  Please feel free as well to reach out to the store directly at ************ so we can best assist you in this matter.  Thank you!!! 

  Customer response

  12/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22746390
  
  I am rejecting this response because: I am not leaving a review to the company I'm filing a complaint over illegal practices. There was no response regarding the two separate times my card was attempted to be charged without my permission.
  
  Regards,
  
  ****** ********

  Business response

  01/03/2025

  Management will be reaching out to you to better assist you in this matter.  Thank you!!!

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer with this company and the store in ********** , **** they know that I always do the 90 days same as cash and pay it off before the time is up. I had ask to be called when my payout day is approaching and the employee said no problem and that she would be sure to do so. I have a card on file so it comes out automatically, however I had a payment not go through so they called me. I then explained to them what had happened and that I didnt know it wasnt paid off. The cost was $399 and I paid $267 they now tell me I owe $319 to pay it off. They said that it wasnt their fault because the employee dotm work there anymore and wouldnt help me or even offer a solution and **** was very unfriendly and so was *****. I thought I had a better relationship with this store but I guess not. All they care about is money and not the customer. They would rather loose me as a customer then to work something out or even apologize for their mess up for not calling me to tell me I am due for my payoff. They dont have a problem calling when a person misses a payment right away so I dont understand this.

  Business response

  12/31/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  Here is what the manager over the store has to say:
  
  She called in after she went over her same as cash. She said ****** the employee at the time would call her when the same as cash was getting close so she could pay it off. She was upset and wanted me to discount her price back to the original price before the same as cash ended. **** said she had 90 days same cash. I explained to her that she actually got 120 days same as cash. So she had even long to pay it off in the same as cash. I told her if I reverted her same as cash then I would have to do that with everyone that goes over their same as cash. She said okay thank you then hung up the phone. Everyone customer has an email when they get close to their same as cash, they will get notified also we go over it at the time of sale in the store and make them sign the agreement that they understand. 

  If any further questions or concerns, please contact our *********** at **************.  Thank you!!! 

  Customer response

  01/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22724033
  
  I am rejecting this response because: 
  It is not my fault they promised to call me when my payout ****** was approaching.  Second of all , I have been a customer for quite sometime.  It is not my fault the worker is no longer there. This should be paid off, also there had been several phone calls because I had a washer and dryer on my account for my sister. They couldve have let me know then that I was getting close to my payout. 
  Regards,
  
  ***** ******

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was asking about paying for a tv that got broken and they told me a price of ***** and they would swap it out but I told them to just come get it and they came 2 weeks later to pick it up and they said well this is broke I had to pay for it and they took the TV and I called the next day saying I would come pay for TV and pick it up and take it to get fixed and they said they left it here and they did not but still expecting to pay for it

  Business response

  12/23/2024

  This is in response to complaint id #********.  Thank you for taking the time to leave a complaint.  Here is what the manager of the store has replied: 
  
   ***** ********* is the account holder and was quoted $108 for accident forgiveness to replace the tv. While replacing a tv screen is technically possible, it would need to be done by a professional and would be very expensive. What we offer our customers is a very good deal and replaces the tv while the customer continues making payments as per the original agreement. 
  The tv was not picked up because it is useless for us to do so, we cannot resell a broken tv.

  If you have further questions, please contact our home office at **************.  Thank you!!! 

   

  Customer response

  01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22716125
  
  I am rejecting this response because: they said they never picked up the TV but I handled the manager ***** the tv out the door and they came back said it was broke and said we had to pay for it and the next day I messaged saying I would just come down pay for it and pick it up and they told me they left it here but I have checked every where around my house and it not here so I don't think I should have to pay a dime for it 
  
  Regards,
  
  ***** ***

  Business response

  01/05/2025

  Thank you for your response.  Here is what the manager has to say:
  
  I was off work on Thursday the 19th. The text messages the day after the return verify that the account manager in fact left the tv at the home. Which is honestly neither here nor there. Broken tv's need accident forgiveness paid in order to return or replace them. 

  Please contact our *********** if you have any further questions at **************.  Thank you.  

• Initial Complaint

  12/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for the washer&Dryer for delivery and I called to get a delivery date and they said they can't service me with my delivery.

  Business response

  12/19/2024

  Thank for taking the time to leave a comment.  To receive a refund, please contact our *********** at **************.  They are open Monday thru Friday from 9am-5pm.  Thank you!!! 

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm have been trying to tell rent to Own in ********. They co-workers have been harassing me. I have text and threats from then. They will not work with us. My wife has health issues and medical bills. So it's hard to to keep up at times. I have tried to work a payment plan out with them and they are giving me a hard time.

  Business response

  12/15/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  The regional manager over the store has stated that he has already contacted you on this matter and has made arrangements with you.  If you have any further questions, please feel free to contact our *********** at **************...thank you!!! 

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was put down as a Reference on someone elses account. They called one month looking for them, I offered to pay the payment to help. But then Rent 2 Own decided to make my card an automatic payment on the account. To be honest I didnt catch it for months, finally did in August and called and asked them to remove it. And they just keep taking money. The person that has a rent 2 own account is not on my bank.

  Business response

  11/30/2024

  Thank you for taking the time to leave a comment.  Please contact our *********** at ************** for further assistance.  Thank you!!! 

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had my reclining couch and rocker for 8 months through Rent 2 Own in ************ and they refused to come out and fix them

  Business response

  11/19/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  Here is what the manager over the Ironton store has said:
  
  My delivery team came out on 8/29 to drop off a PS5 to you and I had followed up with them in asking if there was an issue then and they said nothing was brought up about the living room service. I have spoken with my service manager as well and he reassured me that he had tried to call you on 11/11-11/12 but got no response. I was unaware of any on going issues that started from when you got the living room. We pride ourselves on servicing our customers, we have no issue on coming out and getting this resolved at your earliest convince. We do however just need you to contact us that way we can get this taken care of. My name is *** **** ************ I look forward to your phone call that way we can get this taken care of immediately. Thank you so much and Im very sorry of this issue. 

  Customer response

  11/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22567175
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *****

  Customer response

  11/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22567175
  
  I am rejecting this response because: they lied and never contacted me about trying to fix the couch and recliner that I had through them
  
  Regards,
  
  **** *****

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased an Xbox and a TV from rent to own in heath ***** They came out a few weeks ago we told them to take it if they needed to because it would be awhile before we could do anything. They said keep it call the store. It took me a few days due to my job schedule but I called I told the lady I only had a few minutes as I was still working but wanted to try and rectify this. I gave her a new card to run and told her the one on file to not run anymore because there is no money on it. She put me on hold for over 15 minutes, after I told her I was still working. I had to get off the phone for work. I am the only one working so my work schedule is hectic she is now harassing my husband and threatening to file charges on me after she ran my other card and over **** my account by 300 dollars which is over the amount I owe anyways. They committed fraud and theft by running my card and now threatening me with theft charges but will not come get their things by the time I get off work and get my kids settled I have no time for anything. I want them to come get their stuff or I will be filing a police report for them running my card without authorization.

  Business response

  11/19/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  The regional manager over the ***** had ***** from the Heath ***** try to contact you directly on 11/19/24.  Please call the ***** at ************ or text them at740-281-2750 to speak directly to someone between the hours of 10am-6pm Monday-Friday and 10am-4pm on Saturdays.  They will do their best to immediately get you taken care of.  Thank you!!! 

*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. ↩