Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had missed 5 days of work due to having Covid and explained this to Rent 2 own when they called me two days before my payday and before my payment was even due asking about payment. I also explained to them that I was in the process of catching up on bills and just made a payment 12 days prior so I was not behind or due for a payment yet but told them I would have to see what I have left come payday. My phone had got shut off which is still off due to not being able to make the payment so I could not get in contact with them to let them know at the time that I would need more time to make the payment and any time they stopped I was at work or not home. The company has been told before that when I am at work I never get home until 9 p.m. and work 12-16 hour shifts. While at work yesterday my phone was on WiFi and a voicemail popped up which I am able to at least listen to when on WiFi. It was Brandon from Rent 2 own saying that he sees that I have cleared out my mailbox so knows I had been home which after hearing that I did not finish listening due to the fact that my privacy rights have now been violated because apparently Brandon has been opening my mailbox and looking at mail to determine what has been taken out so he can say whether I have been home or not. Which is false because I don’t even know what mail was in there due to my grandmother grabbing my mail and putting it in my house when I am at work or not home when she has the kids. Upset that not only were my privacy rights violated but a federal crime was committed against me by the employee and I don’t know what he has looked through or could have even taken out of my own personal mail. I then texted the number Brandon had left the voicemail from on my text app to let him know that I don’t appreciate my privacy rights being violated and that what he did is a federal crime and against the law. I also told him when at work I can’t just stop what I am doing and use a company phone to make a personal call.

  Business response

  05/09/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  The manager of the New Philadelphia store, ****, has confirmed that she has spoken to Ms. ******** after the complaint was made and they have made payment arrangements.  **** states that the store and Ms. ******** have resolved the issue. If Ms. ******** has any further questions or concerns, she can contact our Home Office at ###-###-#### and ask to speak to the regional manager over the store, ****.  Thank you!!!  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a NEW SET of washer and dryer they brought me a new washer but a used dryer it wasn't drying right so I checked and lint was so full I was pulling it outta the hole the trap goes in. I'm not from here so never seen a bed bug before and it had a million I've had my house treated now 2 times at over 1500 a pop and need another one they said I'm behind on everything fromm pauyme.ts to my rent because of this infestation. I called them to come get it I spoke with the manager and told him the only place they could have come from was the dryer due to I just moved Ed Ina d I sent photos he said oh I've never heard of bedbugs in a dryer. Well ho online ohio state did a study about it. I think they should take the over 3000 off of what is owed and apology would.be nice

  Business response

  05/07/2024

  Thank you for leaving a review on the BBB.  This is in response to complaint #********.  This is what the Wilmington store manager, ****, has replied: 
  

  This customer called me and said she had a case of bed bugs and had to hire an exterminator.  She said she did not know where they came from and wondered if they might have come from the dryer.  I told her that was highly unlikely because bed bugs do not like heat, and as a matter of fact, that is how we treat them to kill them.  I told her they can come from anywhere you go and they get on your clothes and you can take them home.  Or possibly from someone who comes in your home and may have them on their clothes.  She said she did not think it was the dryer but she did have to pull a lot of lint out it.  She said the treatments were expensive and she would not be able to make her payment right now until she got caught up on her bills.  I told her we would work with her.
  

  If you have any further questions, you can contact our Home Office at ###-###-#### and speak to the regional over the store, ****.  Thank you!!!  

  Customer response

  05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: that is not what was said and he knew that the dryer was filled with lint as me and his people told him. The man who has been treating my house has investigated and the only new thing to come into my house, after a friend stayed here and she was contacted and her house inspected to see if she had bed bugs and if they could have come from her and her house was big free, the day she went home was the same day they brought a used dryer full of lint, I was told and my 1st papers said new washer and dryer, the one I got was full of lint I mean full and there were what to me bring from Ga looked like big nats all in the lint. After I went to Dr to see why I was breaking out I called and got an exterminator to come and check my house and the manager of rent 2 own Wilmington told me there is no way to get them from a dryer well he needs to go read on Google there are 1000s of cases of bed is on the dryer lint and they live through the dryer heat as heat alone according to my exterminator is not a guarantee that they will die and not hatch out more. I called again and spoke with a guy and he said oh we understand and I'll tell the manager I'm sure he'll call corp and there has to be something we can do. And nothing I called and ask for corporates number and was told they didn't have it. No I don't know who I spoke with that time . I am not happy at all about this now I had a quest who allowed her house to be inspected. I have pics of the infested lint. I didn't want used and my paperwork said new til it got here. Then I had new paperwork for a used dryer it's cost me over 3000 so far to get rid of this mess and he says they are working with me on my payments how by putting nots on my door saying there coming to get my stuff when it's only a week behind. No they don't care. They refuse to admit they messed up. I mean it wasn't on purpose but it was from the used dryer when I asked for new and now I'm just screwed I mean all my bills are late due to all I've had to put out to get rid of something I've never had on my life. And all I got from them is bologna answers the one man and woman who came to collect were like yeah it happens sometimes we do all we can but sometimes there's nothing  you can do. Wile the manager was telling me how I could have gotten them by walking past someone in a store well according to the exterminator then they would have been in my car too but they were not as as soon as I found out I called him. But I am not happy I have called country rentals the parent company and am waiting for a response as I really like the people at my store in Wilmington they have always been helpful and respectful but to dismiss this like it's my fault really bothers me.
  
  Regards,
  
  ***** **********

  Business response

  05/23/2024

  The regional over the store, ****, has had communication with her.  They have worked out an arrangement.  If she has any more questions, she should please contact **** at our home office at ###-###-####.  Thank you!!!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a computer on 04/23/2024 online and made a payment of $12 to get the computer to the store. I was told I’d get it the following Wednesday and did not. I left for college that Wednesday night now they want to deliver it on Friday to a house thats empty that nobody will be at. I have a PTSD and a couple other disorders that cause me to have some disabilities so my brother makes phone calls for me. He tried to call 2 times to the home office and was sent to ******** voice box no reply the first time now he called again and they said they can’t talk to him cause he didn’t order it and I’m not able to to talk to them. All I want to do I cancel the order you can keep the $12 I don’t care I just don’t want the computer and have no way of getting the computer. This place has been a wreck to work with. Cancel the order I don’t want the computer. I still have yet to hear Anything from my brother about them calling him back to cancel it. Bad company

  Business response

  05/08/2024

  This is in response to complaint #********.  Thank you taking the time to leave a review.  ********, the regional over the store, would like to talk to you directly about this issue and to get your refund issued as quickly as possible.  Please contact him at our Home Office at ###-###-#### and he will be more than happy to assist you.  Thank you!!!  

• Initial Complaint

  03/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From 2/29/24 till 3/30/24 rent 2 own has taken 8 payments from me totaling 402$ my weekly payment is 68$ let’s do the math rent 2 own!! They also try to get my daughter that also has a rental agreement with them. They call her and try to get into other people’s places because they can’t get ahold of them!!! That’s putting her in danger!’ I’ve called they over and over about taking extra payments from me. They come u with all kinds of reasons. I have auto pay so this is insane

  Business response

  04/08/2024

  This is response to Complaint ID ********.  Thank you for taking the time to leave a comment.  The manager over the store and the regional over the store have tried to contact you several times and have not been able to reach you in regards to this matter.  Please contact the regional over the store, Jeremiah, at ###-###-####.  Thank you!!!

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into the store on 02/23/2024 to purchase a rental agreement on a refrigerator and stove. I left with both, and wound up leaving with a TV and PlayStation game console. I paid approximately $90-$95 as a first payment in store. I was asked if I wanted to sign up for AutoPay to receive a monthly discount. I declined, and was told that I had to have a card on file to complete the transaction, but he said he would take it back off file. It is now 03/24/2024 and they still have not taken it off file. On 03/23/24 they attempted to run multiple unauthorized transactions for various amounts. I called to ask them to remove it and was told I wasn’t allowed because it’s an AutoPay store. They have harassed every one of my references for a payment when I got behind. They threatened me with felony charges, and stalking my social media. I returned the Tv and Playstation on 03/23/2024 and was contacted on 03/24/2024 about the PlayStation being broken despite both devices worked when they came to pick it up, and They claim I am responsible for the accident fee. They also committed extortion by telling my references I was behind by $1000 when I was only behind on one payment.

  Business response

  04/01/2024

  This is in response to Complaint ID ********.  Thank you for taking the time to leave a review, here is what the manager of the store says.  If you have any further questions or concerns, please contact our home office at ###-###-####.  
  
  A contract was signed. We do contact references and continue to call and message you unless you are late and have not had any communication with you. I ( store manager) was able to contact you after being late on a payment and got a payment of $54.47 and gave you help on the fridge and stove and took a commitment for the TV and ps5 to be returned the same day 3/19.  It was not returned that day, it was picked up on 3/23 and the PlayStation did not work.    This is a business where references will be called if we do not have communication. I would be happy to refund your $54.47 and pick up the stove and fridge. I was being helpful by giving you an additional 2 weeks free on the stove and fridge after being late. 
  
  Erica S****
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I arranged to buy an ***** ******* *** from the company, but encountered discrepancies in price and specs. Despite confirming my purchase in the morning, delays due to FAFSA issues prevented me from finalizing. When I sent my husband, the computer was sold, despite assurances. The company's lack of communication and selling refurbished items without disclosure is unprofessional. This incident raises concerns about the company's professionalism and business practices. Not only were the advertised specifications and price inaccurate, but upon further investigation, it was revealed that the model in question was refurbished, a detail that was not disclosed during the transaction. Despite being charged the same amount as the advertised price for a new product, I received a refurbished one instead. Furthermore, the lack of communication and the apparent disregard for customer satisfaction, demonstrated by the sale of an item that was already promised to another customer, are unacceptable. This experience leads me to believe that either the sale was not intended to proceed from the outset, or the company engages in dubious practices. Overall, the combination of poor professionalism and the sale of misrepresented items reflects poorly on the company's integrity and ethics. Not only did this waste my time, my money and cause a major inconvenience, but they have no remorse, no care about their actions and the issues they cause.

  Business response

  03/20/2024

  This is for complaint # ********.  We always try to be as transparent and communicate the best with our customers. Unfortunately, we do apologize for the miscommunication, but it is our policy to not hold merchandise unless we have a deposit.  On our website, all ***** ******* models have "RFB" in the beginning of the model number, which stands for "Refurbished".  If you would like to proceed with the rental, we will be more than happy to get you an ***** ******** ***** **************.  Please let us know if you would like to continue with the rental and do business with us.  We would love to have you as a customer!!! If you have further questions, please contact the store manager, Dawn, at ************.  Thank you for taking the time to leave a comment.  

  Business response

  03/20/2024

  This is for complaint # ********.  We always try to be as transparent and communicate the best with our customers. Unfortunately, we do apologize for the miscommunication, but it is our policy to not hold merchandise unless we have a deposit.  On our website, all ***** ******* models have "RFB" in the beginning of the model number, which stands for "Refurbished".  If you would like to proceed with the rental, we will be more than happy to get you an ***** ******** ***** **************.  Please let us know if you would like to continue with the rental and do business with us.  We would love to have you as a customer!!! If you have further questions, please contact the store manager, Dawn, at ************.  Thank you for taking the time to leave a comment.  

  Customer response

  03/21/2024

  I do not wish to rent the computer is one of the reasons for this rejection due to no mention of the funds needed to hold anything was ever mentioned the day before, the day this occurred  this occurred and as well the week prior when inquiring about the product nor being called back about it either. I spoke to three different people in one day and for a like this to be a guideline no one seem to know that until mentioned here in response we.  To include no mention at all about the computer being refurbished .  As the model I was sent information and pictures from do not match any of the online models that are advertised which was attached to this complaint.  
  
  Regards,
  
  *** *****

  Customer response

  03/21/2024

  I do not wish to rent the computer is one of the reasons for this rejection due to no mention of the funds needed to hold anything was ever mentioned the day before, the day this occurred  this occurred and as well the week prior when inquiring about the product nor being called back about it either. I spoke to three different people in one day and for a like this to be a guideline no one seem to know that until mentioned here in response we.  To include no mention at all about the computer being refurbished .  As the model I was sent information and pictures from do not match any of the online models that are advertised which was attached to this complaint.  
  
  Regards,
  
  *** *****

  Business response

  03/22/2024

  Our company is always trying to be transparent. We will definitely look into which model number was sent to you.  Hopefully, if you ever would like to rent from us in the future you will have a better experience.  Any further issues, please contact the r******* ******* over the store, Jeremiah, at ###-###-####.  

  Business response

  03/22/2024

  Our company is always trying to be transparent. We will definitely look into which model number was sent to you.  Hopefully, if you ever would like to rent from us in the future you will have a better experience.  Any further issues, please contact the r******* ******* over the store, Jeremiah, at ###-###-####.  

• Initial Complaint

  03/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday, March 4th, my fiancée and I went to Rent-to-own in Grayson Ky to see if we could get a couch and chair set that we seen on the website. They didn’t have it, but the woman helping us called another store and they had it. She told us that the set would arrive at their store on Friday, March 8th, and we would get it Saturday, March 9th. I called the store to see if I could get an estimated time for when they would be delivering it, and they said that they didn’t have it. That we would have to wait until next Saturday. We have already paid towards it, had it been a delay and they called us and let us know, it would’ve been different. We were NOT contacted or made aware of any issues. I whole heartedly believe that we would’ve been left in the dark if i hadn’t called.

  Business response

  03/11/2024

  This is in response to BBB Complaint #********.  Thank you for taking the time to leave a review.  Here is what the manager of the store has responded: The situation was he ordered a set of living room furniture and it didn’t come in on Friday. He was scheduled for delivery Saturday morning. Micheal called the customer and explained to him what the situation was and that we could go ahead and deliver a sofa to him on Saturday so he wouldn’t be without. Micheal sent pictures to the customer of all the sofas we had in stock. The customer agreed and we delivered a sofa to his home on Saturday around 3/3:30. His originally set ordered will be here this week. We have confirmation from Purchasing that AWF will deliver it to the store and we will deliver the set that he ordered Saturday and pick up our couch that we let him use. He was satisfied at the time of delivery. 
  
  If you have any further questions, please contact the manager Jonda directly at ###-###-####.  Thank you!!! 
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business continues to charge my debit card in different amounts over $250-300 2 two 3 times a day when it gets declined because I always have my card locked because of this they try to charge a different amount without my permission to charge my card I am not set up in auto pay they were told numerous times to take my cards off file I will pay in person or over phone and not save my card info. They continue to call me off different numbers and don’t even give me time to answer it rings once and hangs up. I have had my debit card flagged for fraudulent transactions because of the continued effort to charge my card. I had just paid $150 on my $300 payment and 3 days later they took over $300 off my daughter social Security card not even my debit card without approval didn’t call me didn’t text me anything. They just took the money.

  Business response

  03/11/2024

  This is in response to complaint #********.  Thank you for taking the time to leave a review.  Here is what the manager has responded:  
  
  ***** the Co Renter, talked to ***** * on the phone on Friday  Feb. 26th,  and told him to run the payment on the 1st  and they would pay again on 3/10/24.  When this payment was ran she messaged Jaman and demanded he void it.  He then voided it immediately  . We have been trying to reach them for pick up or payment since Saturday the 2nd. 

  If you have any further questions, please contact the store manager, Richie, directly at ###-###-####.  Thank you!!! 

   

  Customer response

  03/12/2024

  They never addressed all the charges that were made by them that they were trying to take money without my permission and consistently trying to charge multiple amounts on my card which is not allowed and I did not sign up for auto pay and when ***** requested that money back her card was never supposed to be saved in their system and they were to not charge that card again without permission I have screen shots of her messages stating that she has told them this before no action has been taken to solve the situation that I originally complained about 
  Regards,
  
  ****** ********

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a table about 2 1/2 months the delivery guys was very nice and told me that there was a big nick in the top of the table. I called Gina the person that sold it to me and she took $100 off but since then I noticed that it was peeling and chipping and I called 2 weeks ago and spoke to Doug and he told me he was unable to do anything but he would have Crystal the store manager call me I waited two days and no call then I called the home office and they told me Ben or Dustin would call me and still waiting. But Kristen the account person texted a friend of mine and told her I was late and would late fees but still no call from her to make me aware that my account was due or what they planned on doing for the table issue. I am paying $900 dollars for a table and want to pay it off but I want to make sure the problem is taken care of first. I don’t appreciate her telling my business and not even trying to contact me at all. I feel like my table needs fixed or replaced so I can pay it off and be done. Clearly nobody care enough about my business as a customer to contact me back or to take care of their damaged items. I either want a full refund on the table or it replaced with a new one or a discount on the damaged one. I also feel that something needs done with Kristen for feeling the need to tell me private business as a business that is wrong and shouldn’t be allowed I do have the screen shot of the message where she ask the friend to tell me since I was going to get late fees if you need proof of that

  Business response

  03/06/2024

  This is in regards to BBB Complaint #********.  Thank you for taking the time to leave a review.  The manager over the Jackson store, Cristel, has said that Ms. ******* was contacted directly by one of her employees.  They have ordered her a new replacement and will contact Ms. ******* when it gets here.  If there any more issues, please contact the store directly at ###-###-####.  Thank you!!! 

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my boyfriend was admitted to the ER i called to tell them that i will be late on pay They told me i will be able to make that payment on Mar 1st i told them that will be fine and i’ll send the payment after 6 because that’s when i get paid is 6pm on friday so when the 1st came around they auto pay my card of 103 at 9am. they charged a card that was supposed to be taken out of there system AND i was not set up on auto pay i called them to tell them that they charged the wrong card and that the card wasn’t even supposed to be in there system anymore i havent used that card on any payments but my first payment with them i also stated how i wasnt signed up for auto pay the lady on the other end of the phone told me that on her end that i was set up for auto pay and the agreement was to pay on friday i told her i was aware of my payment being due on friday but i told the lady i talked to on 23rd that i will be paying through the app after 6pm she refunded me and told me to pay once i get the money after 6pm i said okay and asked once again to take me off auto pay and to remove that card that they charged 103$ on because that card shouldn’t be on there she said ok i havent received that refund yet and decided to wait to pay on the other card they should be using until my refund is back the next day on the 2nd they charged the card i didnt authorize them to use AGAIN i called and told them i have yet received my refund and will not pay until i received it so im not out of 200 a man got on the phone and basically verbally harassed me and said i will not be receiving another refund until they get there laptop back or a payment. i told them i don’t think it’s right to give them another 100$ when i still haven’t received the original 100$ they took off a card they shouldn’t have and told them multiple times to take it out there system seems illegal he said if i dont pay by monday he will be at my door whether i got my money back or not from card they were unauthorized to use

  Business response

  03/14/2024

  This is for complaint #********.  Thank you for taking the time to leave a review.  This is what the manager over the store has responded: 
  
  She called in she has been setup on auto pay. She had a commitment for us to run card on 3-1-24.. she then wanted a different payment date and amount to run.  She told us to run card. Then once card was ran she called in upset about us running the card. She had been set up on auto pay since day of agreement 
  
  We then refunded her money . She gave us another commitment date.  And now is 19 days late.  She has since contacted us at now has a payment arrangement. 

  if you have any further questions, please contact the manager ****** directly at ###-###-#### or you can also contact the regional over the store, ****, at ###-###-####.  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. ↩