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:12/02/2024

  Type:Product 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 committed to a 1 week trial using there rent to own website for 0.99. I knew within two days there services were not what I was interested in. The first house I contacted the contact details were not the owner of the house. The second house the same thing. So I immediately cancelled my subscription. I did so the way the site suggested. The site stated to do so through email. Each email I sent was blocked from them receiving. I sent this to both emails I found. There were no follow up emails stating they received my cancelation. I was billed again. This time $12.49. I have called the business line left numerous voicemails. I have attempted to email with each attempt being blocked. Still no call backs. I have never spoke to a person. I have been charged three times, one time a week since my trial period. Today I have cancelled my bank card because I can longer pay for a service that is not needed and a fraud. I have requested refunds that I know I will never receive. Please take there BBB away from them it is undeserved and misleading to consumers.

  Business Response

  Date: 12/05/2024

  In response to the complaint, our findings show that on 11/08/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to GetRentToOwn.com.  The customer did not contact us during the trial period to cancel the membership, as per the membership agreement that the customer acknowledged.  At the end of the trial, we charged the credit card on file for the weekly membership.  These details, including trial length, trial price, the weekly membership fee, and cancellation process, are clearly stated on the signup page, our Terms and Conditions page, and the Welcome Email sent out immediately upon sign-up.  

  
  In the complaint, the customer stated that both properties she contacted the contact details were not the owners of the house.

  
  The accuracy of our website is a top priority for us.  We provide our subscribers with access to over one million listings.  The information presented on our website is sourced through agreements with real estate data providers.   These professionals work very hard to provide us with accurate and up-to-date information. Although we strive for perfection, there are occasional inaccuracies due to the status of listings changing (i.e.) sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.  We are sorry that the listings the customer encountered did not have accurate information and was not able to find anything that suited her needs.
  

  In addition, the customer stated that she had difficulty canceling her membership and that each email she sent was blocked with no follow up emails stating we received her cancellation request. The customer also stated that she tried calling multiple times with no answer and left numerous voicemail messages,  however our records show that we only received 1 call from the customer on 11/30/2024 and there is no voicemail on the customer service option. We do not have any record of the customer attempting to cancel online, by phone or email prior to 11/30/2024.  We record all calls for quality assurance purposes and document all contacts.  In addition, upon account cancellation we provide customers with a cancellation number and send an email confirming the cancellation immediately.

  
  We have checked both the customer service phone number and the email addresses and have found that both are in working order.  

  
  On 11/30/2024, the customer’s account was canceled with the customer acknowledging receipt of the cancellation email and after the representative explained the refund policy the customer accepted the refund application. 
  On 12/02/2024, as a one-time courtesy we have issued a refund for 2 charges. No further action is required.  Please contact us if you have additional questions.

  Customer Answer

  Date: 12/09/2024

  
  Complaint: 22621112
  
  I am rejecting this response because:

  I have received a refund. I could not figure out how to add images to the rejection option. I truly attempted to do so. I am beyond exhausted from dealing with this issue. I cannot accept there plea. It was all lies and false. Honestly, my hopes is that know one else goes through this situation like myself. I'm attaching everything email I sent. The the address I contacted they have listed on their site. That address has a phone number listed that is not the owner. He told me himself. Also after I finally spoke to a human being and got a message regarding my account being cancelled I still got charged. I did get angry about that because I thought at that point it was over. My bank even alerted me. I just wanted to provide all the proof. 

  
  

  
  
  Regards,
  
  A*** ***