Complaints

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We rented a washer, a dryer, and a refrigerator off of rent to own. We expected to deal with the same person in our contract, but we have dealt with SO MANY PPL working th contract and all which have our card information. There next level of stalking and harassment is unreal. They call off of a different cities phone number all the time. I was in a ICU making medical decision for my mom who was on life support, and they cornered me, and took advantage of my vulnerability and backed me into giving them my card over the phone, and that was just last week. Then amounts being declined started happens. In multiple amounts. We have made sure we paid them SOMETHING once a week. But they still continue to use our cards against our permission. We never signed or agreed for them to leave a card on file. We always resorted to paying with cash (even ******* a employee) pointed out we're cash people, because we started noticing fraudulent charges appearing off our cards in various amounts. I have screenshot of my bank statements. The last attempt on my card was tried 5x all denied because it was right before my pay day. All five times were different various amount they tried charging my card til it went through. They got 448 dollars off my card, then they say they never charged my card (in a text message) and I have the proof. Also, there DELIVERY DRIVERS. Are high 100% of the time. They came to remove my washer and dryer for repairs and flooded my whole bathroom and left the water there. With out notifying me that the water was on my wood floor in my bathroom and it is now DESTROYED. WARPED, MOLDED, AND DANGEROUS. Twice. TWICE! HAVE TWO SEVERE ASTHMATICS IN THIS HOUSE. AND TWO AUTISTIC CHILDREN UNDER THE AGE OF 10. Mentally 5 people have beat me down with constant reminders of lawsuits and cops over the refrigerator that I've been paying on for over a year and they tell me it's still the original price it is when we signed contract.

  Business response

  08/30/2022

  I apologize for the delay, I was out of office on vacation. I did reach out to the manager on this complaint with Diana Cox. Said did have the customer come in and spoke with her on the issues she was having. Cassie Roberts the store manager did remove her account from the re-occurring auto-pay system. She also deleted the card information from the file. She was able to verify 2 payments had been paid on the card she provided. She paid one week and the account was them moved to be current and got her back on track for the $44.00 weekly payment. 

  Thank you,

  ***** ******

  Facility Manager

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ******* ******* and I am contacting you concerning a serious issue with my local rent-2-own store located in Russell, KY. My wife got sick so we fell behind a bit on payments. She and I work as a team for several cleaning companies in the Virginia Beach area. I ended up speaking with the company about 2 weeks ago and agreed to pay $62.50. They instructed me that I still had another $62.50 that needed to be paid soon and I told them I would get it paid within the next week. Then all of the sudden, about 2 days after I paid the first $62.50, a payment of $68 was taken from my account WITHOUT MY PERMISSION! I guess they had taken it upon themselves to add the last card I had used to make a payment to autopay? I contacted them about this issue, and they said it was a misunderstanding. I explained that this could not happen again bc I had just enough in the account to cover my phone bill and when they took the payment without my knowledge, it caused my autopayment to be denied and cost me money. Plus, the card they took the payment from is a shared account between my wife and mother n law, and she did not give permission to use this card for autopay! Then, about a week later, a 2nd payment of $30 was taken from my account AGAIN, without my permission. This time, it was my mother n laws money. She had just put funds in the account to cover her car insurance payment and when she realized that Rent to Own had taken her money out of the account, she was quite upset! She had to go to town on her day off and add funds back to the account which ultimately costed a fee plus gas and the overall cost of the $30 payment which she had cover. With my wife’s Health issues and being out of work, we cannot afford to have payments taken from our account without our permission. We were not offered an apology, only that “they needed to get their payment somehow”. They said it would not happen again but they said that before. I still have the text. Please help!

  Business response

  08/24/2022

  I reached out to our Russell store manager ****** England about the complaint from ******* *******. He was able to void and refund the card back for the 30.00 payment. The 68.10 payment is not voiding in the system and can be applied back to the card. ****** is happy to refund the payment but ******* will have to come into the store and speak with ****** and he can give it back to him in cash. He did say the mother-in-laws card number has been deleted out of the payment system and no future transactions can be processed on it. Please stop in and see ******, he can assist ******* in regards to his account.

  Thank you,

  ***** ******

  Facility Mgr.

  Customer response

  08/31/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17701468
  
  I am rejecting this response because: I do not feel that refunding the payments fixes the issue at hand. When the payments were taken, it caused other payments that were supposed to be coming out of the account to be returned, such as our phone payment and my mother-n-laws insurance payment. This costed us both extra money due to the payments being returned plus the fees to add additional funds back to the card. I also lost service on my phone for the entire day, because I had to add funds back to the account to cover my phone payment. I have proof of this and can provide it if necessary. My phone payment is set on autopay, which I receive a discount for. When the autopay did not go through, I had to add money back to the account (which cost a fee) plus pay an extra $15 which is the additional cost of the plan if you do not use autopay. My mother-n-laws situation is very similar. She had to jump up on her only day off, and drive 6 miles into town just to put funds back onto the card to cover her insurance payment. All of this cost money and time, not to mention that it was a huge inconvenience! My wife has been ill and recently had to have a very serious surgery. When I messaged Rent-to-own about making a payment, I told them what was going on and that I would pay what I could for now, then I plan to pay it off in September. I ended up paying half of the balance due at that time. Just a couple days later, my phone got shut off. I contacted the phone company and was very upset because I thought they had messed up my payments. When they attempted to take the payment from the account manually, that is when I realized that there was not enough funds on the account, because Rent-to-own had taken a payment without my knowledge. I messaged the company and it took a couple days before anyone responded and stated that it was a misunderstanding and that they could refund the payment if needed. Instead of ending the message with an apology, they ended it with, "But we do need to know when your going to be making another payment!" Even after I had just explained my situation to them and had just paid half of the balance due on the account. I allowed them to keep the payment, because the damage was already done and it was already a huge mess. So I allowed them to keep the payment, hoping it would satisfy them for a few days. I CLEARLY EXPLAINED TO THEM THAT I DID NOT WANT ANYMORE PAYMENTS TAKEN FROM THAT ACCOUNT BECAUSE IT WAS A SHARED ACCOUNT, and they assured me that the card had been removed from the account and that no more payments would be taken. Then that following Sunday, they did it again! I ended up having to get them to refund the 2nd payment of $30, because that was not even my money, it was part of my mother-n-laws insurance payment. ****** was not very happy when I requested that the payment be refunded. He said, "Well we need to know when were getting our next payment?" I explained the situation to him AGAIN, about my wife being ill and us being out of work and instead of him trying to work something out with us during this difficult time, as all other companies have, ****** said, "Well, we don't work that way, you can't just pay whenever you want." he even went on to say, "Well that is one of the stipulations for you to have an account with us, is that you have to be employed." I told him, "We are employed, but we are currently out of work due to my wife's illness!" I explained many times that "we work as a cleaning team for a multitude of companies out of Virginia and since my wife is unable to work, then I am also out of work." She is currently on medical leave, and I am out on an exception, because we work as a team. We can return to work when she is able, but that is just not possible at this time. I felt it was very unprofessional for him to be speaking to me in this manner, especially considering that they had been illegally taking payments from our account! I felt he could've at least apologized or showed some type of compassion for our situation. I do understand that people have bad days, and that he has a very tough job! ****** has always been very good to us which is probably why I was so surprised when he didn't show any compassion for our situation. Either way, refunding the payment does not help to cover the additional cost from our other payments being returned, not to mention the heartache of having to deal with my mother-n-law and the loss of the funds from our accounts during those days. I feel the company was completely uncaring about our situation and showed absolutely no remorse for causing us these problems. The amount of money and fees it cost for our payments to be returned might not seem like much to some people, but when your out of work and your wife is sick, every dollar counts! I am requesting further assistance and compensation for this issue. I also feel that ****** should have a little more leeway when it comes to sudden financial loss due to medical issues, as well as a better of understanding of how to handle situations like these. I never wanted to say anything negative about an employee or a company, which is why I am hoping that we can solve this issue through this service. I really appreciate any help you can offer.   

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

  Business response

  09/14/2022

  The manager was able to refund the 68.10 on 8/30/22 as the payment history showed, but it could not be applied back to the bank card because it was ran at the store and not as an auto pay. The system will not allow this. The manager has it holding in the store for the customer to come in and pick up. And the account is now 45 days past due. The customer needs to come in and speak with the manager to work out a plan to get your account current. He can then be handed the money for the payment that was backed off of his account. I apologize for the miss-communications on the stores behalf, the account will soon go into a collections status if nothing has been set up with manager and the customer.

  Sincerely,

  ***** ******

  Corporate Office Facility Mgr.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took over my sister's account after her passing and it's been nothing but a hassle. Recently I got covid and had some issues with my heart. I have under went multiple heart procedures,tests, and surgeries. I am still in the hospital at Cabell in Huntington, WV. I have told this to rent 2 own about me not being able to make a payment yet, and still trying to figure out if I should continue with the product or return it. Unfortunately there's not a lot I can do while I am in the hospital on the cicu floor. I have explained this to rent 2 own multiple times, I will make a payment, but I just need some time as I am still in the hospital.

  Business response

  07/21/2022

  I have reached out to the store manager and regional in regards to the ********** ******* account and with her struggles. She has had a series of financial issues. Times are tough for a lot people today. The regional manager and manager have decided to pay it forward and pay out her account. We value our customers and hope *****s health recovers soon. This is one less thing for her to have to worry about.   

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid them 220.00 for furniture I intended on leasing. The description of the furniture is what I bought it for. I had the furniture delivered and didn't get to enjoy it for a week or 2, because my mom passed. I finally sit on it and check it out, it has NONE of the features it's supposed to. R2O ignored my texts. Until I mentioned contacting the BBB. I asked how they plan on making it right. She said by getting the furniture I ordered. They want me to continue paying 2 something a month for the wrong furniture. Also, she said it was false advertising because they don't have that furniture. I think I deserve e a refund because it's not what I ordered. She said they will pay me 36.50, which is the difference in the prices. Okay , but it's not what I ordered. I want a full refund. The only thing correct in the description, is the color of the furniture.

  Business response

  06/24/2022

  I reached out to the store Manager, ****** ******, with our Coshocton store. The following is her response:

  Our website had the furniture she had ordered listed for $55/week with different features. When we talked to the purchasing department about it they said there was a mix up in the ordering of it and we didn't get that furniture and couldn't get that furniture. We offered to get **** a different set. ****** spoke with a woman that said it was her mother multiple times because **** works a lot. ****** explained to the woman that we could get her similar furniture from Ashley Furniture. ****** mother said she would talk to **** and let her know. ****** told her we could transfer up to $500 to the new set so she wouldn't lose any money, and could still have something to use until the new furniture came in. **** messaged on Perq. The message wasn't answered for a couple hours because it wasn't seen. When we did see it we responded to let **** know that we had talked with her mother about the situation she was discussing, which was picking up the furniture. She didn't respond for 2 days, then messaged asking for a refund, or the difference for the furniture that she ordered vs what she got. We explained that it would be a $36.75 difference. She has had the furniture the entire time. She did not dispute that and asked how she could get the refund. She said her son or daughter in law would be picking the money up for her because she works to much. 
  

  ****** ******

  Please have **** contact ****** ****** with the store to see what she can do to help work out the furniture issue

  Sincerely,

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

  Office Manager

   

  Customer response

  06/24/2022

  I am rejecting this offer because I feel I should receive a full refund. The company false advertised and I have text messages showing this. I didn't answer my phone for 2 days because I work during their business hours and we have discussed this. I want a refund because I would not have gotten that furniture if I knew it did not have them features. I can get what I want, from another rental place. I just need my money. Since they gave it to me under false advertising

• Initial Complaint

  06/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rent to Own in Ironton, Ohio, manager John B repeatedly called and harassed me at work about payment and picking up items. I told him not to call me at work because he was getting me in trouble so he calls the police to my house who then call me at work. I have sent a message to John B telling him he can pick. up his items on Tuesday at 10:30 and requested that any further communication be via written means only. Mr. B's incessant phone calls to my employer resulted in my losing shifts and a write up being placed in my file as punishment for receiving personal calls at work. Mr. B also threaten to file criminal charges against me and for what I am still unsure. He also told my fellow coworker that my wages were going to be garnished, which is another example of his unethical scare tactics. His behavior is unprofessional and illegal. I am also contacting R2O corporate headquarters to discuss this matter further.

  Business response

  06/14/2022

  Good day,

  I have reached out our Ironton store manager John B. Returning calls and contacting the store would avoid calls to her employer. And here is his response:

  She’s upset because she is a first pay default 43 days past due on 3 agreements and I verified her employment through her manager and to have her call me. She called back in a angry hollering and yelling said we shouldn’t call her work I told her if she returned our product that we wouldn’t have to call her work I told her that if we didn’t receive our product back that we would file charges for theft against her she said whatever and hung up. On June 7th Patrolman **** ******** and captain *** ******* of the Ironton police department met us at her house she left and went to her job they contacted her and informed her if she didn’t return the product they were going to go ahead and file charges against her she told them to go ahead and file charges we then went back to the police station and filed charges. On Saturday **** ******** and ******* ****** went back back to attempt to retrieve product she didn’t answer door and then that evening sent in an email telling us that the product would be on her porch on Tuesday June 14th at 1030am which we will retrieve. 

  We followed all necessary guidelines in getting our product returned to us. 
  --
  Thank You
  John B
  Store manager
  Rent 2 Own

• Initial Complaint

  05/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *I have already been in contact with the corporate and the head of R2O about this on going issue. To whom it may concern:I found your email on Google and I am trying to find a solution to my problem. My sister "***** *******" passed away a couple of months ago. She had been leasing a bed from a local store of yours and I just left everything in her house the way it was for her child's sake. I have custody over everything. I have been making the payments for the bed my sister leased on time not missing a payment as I plan to pay it off. The only thing I have asked of the store is to take off the automatic payments from my old debit card, that I don't use that bank account anymore as they keep over drafting it. I have also asked for months to get online access to the account. I work full time, plus have a 2 special needs children, plus raising my nephew, and taking care of all my sister's finances. I really need this taken care of with rent to own. Any help would be greatly appreciated.

  Business response

  05/31/2022

  II did speak to the manager of our Ashland Rent-2-Own store in regards to the complaint #17287275. He did get in contact with the sibling in regards to ***** *******'s account on 5/27/22. The card information for his account has been removed from the account as requested. If he has any other issues in regards to this account he can reach out the store manager, ******* ********* #606-928-0683. 

  Sincerely,

  ***** ******

  Facility Manager

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I keep getting phone calls from this company when now it will be considered harassment I DID NOT WANT PHONE CALLS FROM THEM AND I NEVER EVER WANTED TO BE HARASSED CONSTANTLY BY THEM! I’m not calling them for a reason and that reason is I DO NOT WANT TO BE HARASSED CONSTANTLY by them and attached is the emails I am constantly getting to as my next step will be to file harassment charges against this business but I do not want to do that yet if they can stop harassing me

  Business response

  05/13/2022

  In regards to **** ******** complaint #17198371, I contacted our manager in our Salem store. They were contacting him regards to his interest in a gaming computer he had emailed thru our company web site. The manager updated their records to remove him from getting emails and calls. All that was needed was call from him to let them know he was no longer interested and to be removed from the future solicitation communications.

  Thank you,

  ***** ******

  Facility Manager

  Customer response

  05/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  It was not supposed to be was call from as that does not make any sense and they have terrible grammar it was supposed to was a call from but if I get anymore calls or emails I will file harassment I hope they did take me off
  Regards,
  
  **** ******

• Initial Complaint

  05/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I put a down payment on a desk chair that was supposed to be delivered today, May 5th. I never received the chair because apparently there was a payment due again BEFORE the chair was delivered to me. The home office received my down payment and I received no services or product from this company. I requested a refund of the down payment and was told that there were no refunds.

  Business response

  05/06/2022

  I contacted the store manage* ******* ******* in regards to this complaint #17145172. The customer made the down payment on-line and was activated on 4/29/22. She was supposed to pick it up with her husbands truck. She didn't make it in. She does have another rental agreement which pays monthly and it was on 5/3/2022. She called and wanted to have the item delivered on 5/5/2022. They called to get her payment that was late before they could deliver the new item. She was not able to make the payment to bring her other account current therefore the store was not able to deliver the new item. One of the employees missed informed her about not being able to make her a refund on the 6.50 down payment. The manager did cancel her order and refunded the customer the down payment as of 5/5/2022.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

  Customer response

  05/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint, however, my husband does not have a truck. We were not going to pick up the item in the first place.
  Regards,
  
  ****** *******

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife authorized them to use her card as a 1 time payment and they agreed to do so on 4/9/22. On 4/20/22 they again ran the same card without authorization and admitted to it. Business was unwilling to make things right

  Business response

  04/28/2022

  I reached out to our store in regards to the complaint and the account manager responded:

  Hello, ***** this is ******, I am aware of what is going on the gentleman in question is right that the wrong card was ran it was done accidentally yesterday, The Young lady I believe his Fiance called in today to let me know about the situation I offered to reverse the payment for her she said no that it is okay this time just not anymore going forward , I double check with her that she did not want or need me to void the payment today she said no it is okay just please remove her card number from our system, I did so while she was still on the phone and verified to her that it was removed from the account. She thanked me for helping her take care of this and I asked if I could do anything else for them and she said no, So I am not entirely sure what he was referring to when saying that we refused to make it right. Hope this helps clear things up! 

  It there is still an issue please have the customer reach out to the store manager ***** *****. He will be help to assist the customer.

  Sincerely,

  ***** ******

  Facility Mananger

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I woke up this morning and found that REnt 2 own Chillicothe had taken money from my account. I do not have any of their merchandise, nor do I have a standing contract with them.

  Business response

  04/18/2022

  I reached out to the manager ******* ***** in regards to the issue with **** ******. The payment was set up for automatic and it was not removed in time when the account paid out. ******* reached out to R***** who is on the account and offered to refund the payment. They already disputed with the bank and considered the issue settled.

  Sincerely,

  ***** ******

  Facility Manager

*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. ↩