Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I moved into my new home I signed up to receive a bed online from Rent 2 Own. They dropped off the bed while I wasn’t here and left with my spouse. They did not provide any paper work or have me sign my contract. 1 whole year later I am still paying on this bed despite not having a valid contract with them. They have taken unauthorized payments from my bank account on 4 different occasions. I had no idea the term of this contract was longer than 12 months. Also had no idea about the same as cash option. They have threatened me with the law, stated they would remove my bank accounts from their system and never did. There are a lot of deceptive practices happening with this business and I would be happy to provide the text messages back and fourth with me and rent 2 own.

  Business response

  03/05/2024

  This is in response to BBB Complaint #********.  Thank you for taking the time to leave a review.  The regional manager over the Newark store has said that the store is going to try to reach out to you to discuss this matter.  If you have any questions, please contact the regional manager over the store, ********, at ###-###-####.

  Customer response

  03/08/2024

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone used me as a reference at this Rent 2 Own location and I've been receiving multiple phone calls about this weekly and they still continue to call my phone and it's in my opinion becoming borderline harassment. I personally feel like I'm being harassed by this company over something that I have absolutely nothing to do with. I understand they're trying to chase down a debt but this isn't mine and I'm not going to continue to feel like I'm being harassed over this. Enough is enough. Call someone else. I'm at the point I'm going to take legal action against this company if they call me again. The guys name is ***** that keeps calling me. I have several voice messages from him over the last few weeks.

  Business response

  02/29/2024

  This is for BBB complaint #********.  Thank you for reaching out to us thru the BBB.  The regional manager over the store has removed that phone number from the store's system.  He has assured that no more contact will be made on our part.  If any questions or concerns, please contact the store directly at ###-###-#### or our home office at ###-###-####.  Thank you and have a great day!!! 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’m got a pc from athens Ohio rent 2 own and had it shipped to Maysville ky Rent 2 own but the specs Athens gave me on it wasn’t right they told me it was a 3060 ti 1tb and I got it and it’s only a 1650 500gb I called and they said there’s nothing they can do about it I was expecting to get what I’m paying for isn’t that false advertising?

  Business response

  02/27/2024

  This is for BBB Complaint ********.  The manager of the Maysville store has reached out personally to the customer and has reached an agreement with him.  The customer will get the correct product for the same discounted rate.  If there are any more questions on the customer's end, please feel free to contact the Maysville store manager at ###-###-####.  Thank you!!! 

  Customer response

  02/27/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Rent to has been charging me for a freezer that I never purchased so far they owe me over 2000.00 dollars and refuse to repay me I have talk to manager and regional manager and just keep getting told there is nothing they can do I am at my witts ends

  Business response

  01/30/2024

  This is in response to complaint #********.  If we could please know which store you rent through and are having the issues with we will be more than happy to further assist you.  You can contact our Home Office at ###-###-####.  Thank you!!!  

  Customer response

  02/07/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  ###-###-####

  ******** , ***** ********

  Rent 2 Own

  Feb 7, 2024 3:17 PM

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RTO sent an unauthorized request for a payment causing me to overdraft incurring several overdraft fees totaling $175.00 I'm on a fixed income, I can't afford to pay my necessary bills because of all these charges I would not have had if they hadn't withdrew funds I did not give my permission to do

  Business response

  01/08/2024

  Thank you for leaving feedback on the Better Business Bureau.  This is for complaint #21100906.  This is what the manager of the Ironton store has responded to this complaint:
  
  Ms. ****** texted into our system on 11/8 and said she thought she was on automatic withdrawal; confirmed with a message back from an employee with card number ending 3431 she replied back with yes. Ms. ****** is set up to make monthly payments. On 12/5 Ms. ****** called in a 2 week payment with a different card number I’m not sure if it was a mistake on our end but the card that she used was set up on the autopay so when the payment came due it processed for a month. Ms. ****** called into the store a few days later wondering why so much was pulled I explained that to her and apologized for the misunderstanding; I also refunded Ms. ****** that same day the amount that was ran and I then helped the account to pay it up until the following month of when she got paid. We appreciate her choosing to do business with us and we take it very seriously on making sure we help our customers when needed! Ms. ****** has been a fantastic customer with us and that’s why it was no issue to refund that payment and get her some help. We are so sorry that her experience in the month of December wasn’t up to par. We did everything we are aloud to do to help her. I hate that she got overdraft fees but on our end we cannot give money back for that; because when agreeing to be on autopay the customer needs to make sure the correct funds are available. Again; we appreciate her and that this was the place she choose to get her product from! From all of us here we are terribly sorry and in hopes that this is something we can overcome and can continue to see her to ownership on her products! 

  If you have any further questions, please feel free to contact the Ironton Store manager at ###-###-#### and she will be more than happy to help.  Thank you!!!!  

  Customer response

  02/15/2024

  you all have notified me that you notify them that they haven't responded in any way to me about the matter. So, I was wanting to find out what to do or what to do next, or whatever, any anytime today, will be fine to reach me. Thank you.

  Customer response

  02/15/2024

  Yes I gave permission for this to be an automatic withdrawal method for my monthly payments but that was not the agreement on this month's transaction. I and the person I spoke with agreed on 2 two week payments that's why the payment was half of the payment not to be done as a automatic withdrawal 2 weeks later. This person knew I paid my payment with automatic withdrawal on the 3rd of the month and this particular payment was divided in half for me to pay in two payments by me calling in the second payment. When I called to do so the day the second payment was due a full payment was withdrawn and had caused my bank account to overdraft. I did have the money in the account to pay the 2 week payment as discussed. Therefore I became overdrafted for several days costing me a payment of$175 dollars in overdrafts.  I  feel rent-2 own should refund these charges because I  did not authorize the withdrawal for this particular transaction. The person I discussed this with did not enter the payment properly as discussed Therefore the overdraft charges are their fault and should be returned to me. I feel like all the business I have given them that I have not been treated properly and will do my further business with another company. 

  Business response

  02/16/2024

  Good evening!!!  This is the response from the Ironton R2O store manager:

  Good Evening; We are so very sorry for this inconvenience to you Ms. ******* still. In the future please if you ever plan on making a 2 week payment when you get paid monthly  we ask that you speak to an account manager, collection manager or the store manager that way we can make sure it doesn’t happen again. As soon as you called in we refunded the payment ran plus we also moved the account 2 weeks to help you which was totaling $176.26 to get you due the following month. We pride ourselves on giving the best customer service that we can! I personally will give you a call on 2/17 to speak with you. We love that you chose to do business here! You have been a wonderful customer here at rent 2 own and we appreciate you and your business that’s why it was never a second thought to get the payment refunded as soon as you called plus help the account till the following month! Again we are so very sorry for this inconvenience and we hope this isn’t the end of you renting with us because we do appreciate you are rent 2 own! 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had told rent 2 own that my phone I got from them was stolen! They are still demanding I pay 150 for my payment I don’t feel the need to pay this if my device was stolen I keep telling them this but they ignore that fact. I also have insurance on the phone but they have not offered to replace it for me ! I have a police report on my stolen phone !! I had told them that as well! I feel like at this point I’m just being harassed and they don’t care about the fact that my phone was stolen ! They haven’t even asked me for my police report just demanding money !

  Business response

  12/15/2023

  The store manager, ***, has asked for the police report to be dropped off at the store for them to move forward.  If any more questions, please contact the store manager, ***, at ###-###-#### or you can also contact our home office at ###-###-####.  Thank you.  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my customer number is *******. My rental agreement number is ******** for this platform that I bought last September 2022 in West Union. The platform was only supposed to be $120. It is supposed to be paid off September 2023, but this lady whose name is ****** ****** who goes by the name ***** told me that I am still paying on it. She said since I didn't do 120 days same as cash ( which I was not told what that statement meant) she told me that I still owed on the platform. She then gave me a receipt , but told not to pay attention to the receipt, but it says on the paid out on the receipt and that I still have to pay on the platform. Then this lady named ***** told me that my mattress I bought from them was 120 same as cash also. she also said I have to pay $100-150 in Feb 2024 for finance accrued. That is why is say Feb 2024.

  Business response

  10/30/2023

  ******, the manager of the West Union store, has tried to contact Ms. ****** on several occasions since the complaint was submitted and she has never returned any of the phone calls.  Ms. ****** can contact ****** directly at the West Union store at ###-###-#### to discuss this matter whenever it is convenient for her.  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  there was 2 occasions that rent to own in Florence Kentucky has token money from my bank account with out my pro mission for mine and my girlfriend rent to own account . when we call to see who did this the answer we got was I dont know who did it .. hmmm something seems fishy ... well I didnt have nothing in my back account at all which put my account in the negative in a great deal of amount. which come to find out that they have been doing this alot to people .. I am worryied about my account getting closed because of the large amount being negative in it . we always paid our rent to owns on a certion day and today wed august 30th they took the money in question out of my bank account way before it was even due on the due date and we was not on auto pay at all we always call to pay our rent to own an also come there to pay it in person . they need to fix the problem doing that and we believe that the workers has been messing with peoples account and taking things off peoples account with out getting the say so from the bank card holder.

  Business response

  08/31/2023

  Thank you for reaching out. We have reviewed the account and found that the customer was set up on Autopay. On August 24th they had a double payment run when the account was past due. The customer reached out and at that time, we removed the card from Autopay. The customer disputed the transaction through the bank. The bank refunded their money back to the customer and we were never issued the charge back. The bank then reviewed the customer’s dispute and denied the customer’s claim. The bank took the money back from the customer last night. The customer can contact our store directly at ###-###-#### and ask to speak to the manager and we will be more than happy to answer any further questions that the customer may have.  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been customers of rent to own for years. We are behind on payments due to some family issues. I have reached out to corporate with no help. They show up at our home and threaten and harass our children, our neighbors, and more. This has happened 3 times now. They threaten theft, when we have paid over $5000 for a washer and dryer and a bed set. and we have proof of this. Such application efforts should be illegal especially harassing and threatening minor children. We will return the property And we are asking for half of our money back being that they want these items back! This is ROBBERY!

  Business response

  08/28/2023

  This customer split up with her boyfriend and moved and took our stuff with her.  We had to hunt down her new address to find her.  She has never been our customer, it was under her boy friends name Travis Bloom.  She asked if she could take over the account and I told her she would have to give us her information and set up her account which she agreed to but never came in and did it.  I have tried to set up a payment plan multiple times with her.  She made several commitments to pay, but never paid anything.  Our standard procedure is if a customer refuses to pay we go to their home and attempt to get our stuff back which is what we did.  One time we sent the truck there but her kids were home alone.  We asked them to have their mom call the store and left.  Another time we went there and left a door hanger because no one was there.  The last time we went to get our stuff back she was there and refused to give it back.  She said it is a civil matter to take her to court.  She said she paid money on it and was not giving it back, even though she did not pay anything.  It was her boyfriend Travis Bloom who made all the payments.  She has never mentioned any reason that would keep her from paying us.  I know she works because she talks about being at work as a reason she is not home when we come.  At this point, she is harboring our stuff and is not even our customer.  We have given her ample time to either give the stuff back or make payments.  To this day she has not paid us anything.

  **** ******
  Rent 2 Own Manager
  Wilmington, Ohio 45177
  ###-###-####

  Customer response

  09/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20490096
  
  I am rejecting this response because: this is a false response from the business. This company has threatened my children more than once when they have come to the home and I am at work. Also, why is the pay history in my name if i have never made any payments? They are also threatening references with jail time if they do not take them to our home and let them in. We have also asked them to cease and desist all communication except for writing and they ahve also broke that law.  This is illegal collection practices. WE have paid almost 7k dollars to this company and they want us to start over. That is robbery! WE will gladly return the merchandise and want half of our money back. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  08/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got a PS5 last august and I have been late on my payments and I am not proud of that! But there employees have harassed me at my job calling and not saying who they were! Texting me off all different numbers telling me they have a video of my under age some telling them that the system was is his room and even going as far as calling my minor son! They took pics of cars in my drive way sent them to me at work saying I know your home there is a car here sat out front of my home for 45 min blowing the horn with only my son being at home! There was no reason for any of this at all!! I was 4 weeks behind on my payment! They said they were going to call the police on me if I didn’t sit it outside for them to get!! As I said I owed the payment it’s not about that it is about how they well basically strong armed me and harassed me!!! They apparently just hire wanna be thugs that were bullies in school or got beat up and bullied themself I just do t understand why and how it is legal for them to do any of this especially video my under age son at my home and call and harasses him! I have proof of all of what has been told in this story I will be calling corporate to report Marcus Neely, Dylan the punk that laughed and waived at my son as he was walking away with the system that I had paid 44 out of 87 payments on!!! I will call corporate Monday morning and email all the text messages they have sent threatening me and talking about how they have a video of my under age son I have it all!!!!

  Business response

  08/30/2023

  
  ***** ****** 9:23?AM (11 minutes ago)
  
  
  to me
  
  
  
  
  
  
  
  The first thing I would like to address is the person who made the complaint isn't even on the account. The account is under ******* ******* not ******* ******* who is her mother. When customers come in and sign our agreement it clearly states that if they cannot make the payment on time or at all they agree to return the merchandise. We have had to make several trips to the customer's house just to try and get a payment and the customer never responded. Eventually we were going out to the customers house to try and retrieve our merchandise due to no contact with the customer *******. She hasn't made a payment since 7/1/23. In fact in the last 6 months the customer averaged being 20 days late which is absolutely not acceptable with us. ******* has had other rental agreements with us and has gone extremely late on those also. We also make sure that when we go over the rental agreement with the customer that we go over payments expected to be paid on time. We have also stressed staying in constant communication with us if there is an issue. The customer ******* ******* hasn't done that. MIddletown R2O has reprimanded and trained our employees when it comes to our collections practices. 
  
  
  We would like to offer ******* the chance to start where she left off on the PS5. She has 39 payments left. 

  ***** ******

  Store Manager 

  Customer response

  08/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20462142
  
  I am rejecting this response because: 
  First of all I am on the account I had to consign for the rental and this is the most unprofessional place to work with! As I stated in the first complaint your team took a video of my son *******’s brother and told me they did he is 15 years old!!!! I have called the corporate office and informed them of the very unprofessional mannerisms that your staff has taken! I do also understand the payments were late a lot which I was not disputing it is the fact that they harassed my under age child and also harassed me ******* ******* who is apparently not in the account at my job several times instead of saying it was Marcus when he would call my employer he would say his name was john Doe!!! This business has no ETHICS!! I just feel that some of our money should be returned for the merchandise considering all the harassment that my minor son had to endure!! I have text messages from your employees admitting to the video of my son and recorded calls that they have made to my job! This is not appropriate I don’t care if I owed you a million dollars you have no right to one harass my minor child and you can only call my job ONE time!!! As for ******* she has never rented property from you except this ps5 which as I said I had to co-sign and turn my pay stubs in!! Have a nice day and go smoke more dope with your children and employees Mr. Tusey!!!! 

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩