Complaints

This profile includes complaints for RNR Tire Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RNR Tire Express

  13922 Monroes Business Park Tampa, FL 33635-6370

• 

  RNR Tire Express

  5804 34th St N Saint Petersburg, FL 33714-1208

• 

  RNR Tire Express

  7616 W Hillsborough Ave Tampa, FL 33615-4106

• 

  Rent-N-Roll Custom Wheels and Tires

  111 W Derenne Ave Savannah, GA 31405

• 

  RNR Custom Wheels

  8321 Midlothian Tpke N Chesterfld, VA 23235-5119

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:04/22/2024

  Type:Service or Repair 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.

  On Saturday April 20th 2024, an unfortunate incident occurred with a rent-to-own tire company. Despite only missing two weekly payments, the company repossessed not only the tires but also the wheels/rims from my vehicle while it was parked at my residence. This left my vehicle resting precariously on center blocks in the parking lot. The wheels/rims that were taken were not provided by the tire company originally. Rather, they were the factory-installed rims that came with the vehicle when I purchased it. By taking these rims which were my personal property, the company has essentially committed grand theft of my belongings beyond just the rented tires. This was an overstep of their repossession rights and a violation of my consumer rights as the vehicle owner.Each wheel costs $250, which they need to replace the stolen wheels, or pay to replace them.

  Business Response

  Date: 05/06/2024

  *************************** started his account on October 23, 2024. He signed an agreement for 4 Tires. . ********************* was late on his payments 70% of the time but we continued to help and accept his delinquent payments with good communications. Starting on March 1, 2024 ********************* account became delinquent and he never got his account current. On March 30th, , 2024. ********************* stopped communications with us and we attempted to contact him 10 times via, Phone calls and Text messages with no responses between 3/30/2024 4/20/2024. We had no choice but to repossess the equipment. We rarely have to do this. Once repossess we heard from ********************* and informed him to come pick up the wheels if he wants his wheels back, however, per his contract we are not responsible for returning his wheels. ********************* came to our store and picked up his wheels on April 25th , 2024, and talked to our GM ******************* on that day. The original agreement that *************************** signed does state and he initialed and signed this specific disclosure., If it becomes necessary for RNR Tire Express to recover its wheels and/or tires, which may be attached to wheels and/or tires you own, you may recover your items at the RNR Tire Express store location at your earliest convenience. In no case, however will RNR Tire Express be responsible for such items not picked up with 72 hours, , ********************* account has been close and his payoff balance at this time was $602.50 and ********************* did come to store and picked up his wheels.

• Initial Complaint

  Date:04/22/2024

  Type:Billing 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 financed some tires through RNR Tire Express in ********, MS on 10/6/23.I agreed on the lower payment amount of $65.27 a week knowing I would not pay off the balance within the period. I had until 4/3/24 to pay off my balance. I told them I would come back closer to the end of my term and pay my balance off in cash. They said that would be okay. I stopped by the store on 4/1/24 (before my term ended) and she stated that I still owed $617.00. I asked her how because I have already paid $1715.96 (had the bank statement) and the tires were only $1855.80 plus tax. I just want to know where $617.00. They were not able to explain the discrepancy and each time we ask they go up on the price. She has an attitude every time we have a conversation. I want to pay off the remaining balance of my tires but I will not be scammed. I do not owe $617.00. I was there to pay my balance off BEFORE my term ended.

  Business Response

  Date: 05/01/2024

  As of 4/5/2024, the Complainant had made total payments on the account in the amount of $1,717.02. The payments are broken down as follows: $1,248.00 in rental payments that accrue to the payment of the cash price of the product ($1,855.80).; $78.00 for damage waiver fee; $18.69 for initial fee; $260.00 for extended warranty fees; and, $112.33 for taxes. Accordingly, the cash price ($1855.80) minus the rental payments ($1248.00) equals $607.80 payoff balance as of 4/5/2024. With tax added, that is why he was quoted the payoff as stated. In the event payment in full is immediately made, we will extend the 180 day payout date for one more week. Otherwise, the full term lease payments will be in effect.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21599478
  
  I am rejecting this response because: the day I purchased the tires I was told I would have a one time rental fee of $48.00. They told me that it was included in the price of the tires which was $1855.80. They were misleading and lying. Now they are saying the rental is added to the price when it was only suppose to be a one time fee.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/07/2024

  Attached are copies of the Claimant's pay history and the 180 days same as cash notification (with the Claimant's signature and initials for acknowledgement). He chose to make the minimum payment of $65.27 per week. He acknowledged that the payment of $93.34 per week was necessary to satisfy the 180 days same as cash option. For 26 weeks he was short each week by $28.07 (total $729.82), which is the reason he was quoted the pay out on 4/3/2024. There was no deception involved in this matter. Apparently, the Claimant did not wish to take advantage of our offer to extend the *** option, so the original terms of the lease are in effect. The Claimant has the right to bring the account current or return the product and terminate the lease.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21599478
  
  I am rejecting this response because they added a rental fee to each weekly charge when I was told that it would be a one time charge multiple times. I went to pay off my balance before terms ended but they lied when I got the tires. They have added a rental fee to each charge. I am not paid the rental fee once like I was assured.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/19/2024

  Type:Customer Service 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.

  Purchased wheels and tires a while ago and had put almost half down and continued making $400 a month payments until my husband became unemployed due to medical reasons, I have asked for a solution, tried contacting corporate and have received horrible customer service to be told there's no options but to pay or have them repoed. No deferment options and not willing to work with us, has been a nightmare of an experience for us. Cannot get any help or resolutions due to our temporary situation.

  Business Response

  Date: 04/24/2024

  We have been in communication with this customer about there situation and feel really bad about the circumstances. We would be more than happy to work with them to get this resolved, however we have to have something to work with. One of the great things about our transaction and contract is since its a lease contract, the customer can return the merchandise at anytime during the course of their contract in the event they can no longer afford to pay as per agreed upon by the signed contract. With how past due the account is and with their current financial and their ongoing financial hardships it appears they will be facing, we believe its in the best interest of the customer to return our merchandise and that will cancel any additional amounts owed. To make it easier on the customer, we are more than willing to come out to their residence and retrieve our merchandise.

  Thanks

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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.

  Rnr tires. I've got some tires from them and every time I ask for a payoff amount it changes

  Business Response

  Date: 04/16/2024

  The customer missed the 6 months same as cash, account was set up for weekly payment he was late every week, he would pay toward the account for the past due payment and then ask for the pay off. Then he would go late again the next day and always refused to pay 2 weeks to get him caught up. So he is claiming the amount for his payoff kept going up but the reason for that is because his account would continue to go late so yes it would always show he owed more due to the late fees. We have the money in his float to speak to ***** tomorrow to pay off his account. 

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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 went to R&R tire to get new tires. With a $300 down payment I was told the tires were only gonna cost $1761.32 plus tax. If I had it paid off in 30 days, we were into an 18 month contract and I would have to pay l $3802.50. When I went in to talk to him, they said that I had a balloon interest and I would have to pay about $5000 and the contract does not state that the results I want them out of my bank account because they are charging me four times the amount of the tires. The tires sell for 135 each. I feel I am being way overcharged and was deceived.

  Business Response

  Date: 03/20/2024

  Hello, ******************* went on agreement 4/6/23. ***** was told that her 120 days same as cash price is $1761.32 plus taxes and fees. We also informed ***** that if she does not pay that amount off within 120 days, she will then have to start paying interest on the account. If you do not reach your payoff amount withing the 4 months you will automatically be put into an 18-month contract. Her 18-month contract states she will have to pay $3802.50 plus taxes and fees if she doesn't meet her deadline. If she pays it off early, we then discount the interest and lower the payoff amount. ***** was given two payment options. Those payment options were $57.63 weekly for her minimum payment that WILL NOT get her paid out withing the 120 days, and her second option was $119.74 weekly that WILL get her paid off within the 120 days. ***** decided to only make the minimum payments causing her not to meet her deadline. 

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  Did a finance month to month for tires from rnr tires was semi used not new I paid these tires off just last week 3/06/24 had 4 months left so I paid them off early they are to be covered by their warranty had flat tire put on a my spare rnr says I need to buy a new tire and my warranty is no longer any good after paying them off besides the rude employees I want my tire replaced not fixed I have the paperwork stating their warranty promises

  Business Response

  Date: 03/25/2024

  To whom it may concern,
  In regards to ***************, she did pay off her account with us and was offered an extended coverage on her tires which she declined.  When a customer pays their account off with us in full it is in the contract the tires are no longer covered for damages unless the extended warranty is purchased. The customer had her son come in to the store and talk to the ** of the location and purchaseda new tire on 3/16/2024 that was installed the day of purchase.

• Initial Complaint

  Date:03/13/2024

  Type:Billing 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.

  ******** has refused to work with when they said they would while out of work with ***** and rsv and said they would take late fees away and havent and set up billing on the wrong week from being paid and charging card when they are not authorized.

  Business Response

  Date: 03/14/2024

  Good morning, 
  
  ***** reached out to ***** and got everything resolved. The account is current.  He is setup for bi weekly payment the due dates are aligned with his payday. He says he can now make his payments on time now that he is back to work. The program and how the late fees work was explained to him.If he needs any additional assistance, please reach out to us anytime at **************. 
  Thank you!
  
  Kind regards, 

  Customer Answer

  Date: 04/24/2024

  The buisness RnR tire continues to try and pull money after authorization revoke messages have been sent to them and told them they need to stop changing billing when that hasnt been authorized multiple times and increasing the cost of goods that were purchase. Also with falsely selling ********************** to me as lt ***** ********************** that are in fact only a passenger ***** tire. They have charged me for a lt ***** load range e tire and sold and installed a non lt ***** tire a passanger ***** tire only. I expect ********************** to be either replaced with lt ***** ********************** as told i was buying and all payments made be credited to that. Or for them to stop payment collection and consider **** paid in full. Will be looking to reach out to the ohio attorney *************** as well for buisness fraud and harrasment if not willing to settle. All lt ********************** have lt before the number like the photo i sent to be compared to what they have on the *****. I asked for lt load range e ********************** and do not have that.

  I want to consider my debt to be paid in full, or to replace my ********************** with the correct Lt ********************** that were supposed to be installed on the ***** to begin with, and all payments made to be applied to the Lt ********************** total price.

  
  

  Business Response

  Date: 05/03/2024

  Good morning, 
  
  ***** reached out to ***** and got everything resolved. The account is current.  He is setup for bi weekly payment the due dates are aligned with his payday. He says he can now make his payments on time now that he is back to work. The program and how the late fees work was explained to him.If he needs any additional assistance, please reach out to us anytime at **************. 
  Thank you!
  
  Kind regards, 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21415995
  
  I am rejecting this response because:

  I have not talked and agreed to or accepted things havent been fixed and resolved they havent reached out to do that. They reached out and refused to and had even opened up a case with the ohio attorney *************** as well due to them not willing to fix the matter after selling me ********************** that were incorrect and charging me for the lt when sold passenger rated only resolution is to call the sale complete or swap out for the lt ********************** and credit the amount paid to for them and finish the difference. They refused to stop charging my card after authorization was revoked and had to cancle my card and caused me other issues too having to wait for a new since they continued to charge when not authorized to.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/05/2024

  Type:Billing 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.

  This company has a payoff in six months that they don't stress during the six months and in fact purposely don't charge the full amounts when you come in to pay so that the ending amount will be as large as possible and be a ballon payment. I came in two weeks late to pay the last $90 after I'd told them I wouldn't be able to pay again until I got my SS check. They never said a word that they would charge me extra if I was late on the six months payout. Well, they didn't just charge me a little extra. They wanted to charge me again for the whole purchase of tires that were highly inflated in price from the start. According to them I still owed $570 on a set of what would have cost $200 tires at ******** But my credit is bad, so I went for the tires. And I didn't have the $200 cash for ******** As it turned out that was a bad mistake. I should have saved up till I had the money. I came in every time on time to pay my payments and they did not stress the six-month payout schedule on purpose I see now. On my last visit they had taped a sign saying to "Ask about your 6 month cutoff" but then they said it had been there on my last visit- Which it wasn't there at all. It was brand new. So, I complained. She supposedly went and talked to her manager and came back play-acting that the best they could do would be to let me off for $267 more. Payable in two weeks but If I missed the payment the amount owed would go back to $567. So I paid $130 and then borrowed $160 from my sister-in-law and went and paid $157 more today. They purposefully weren't telling people that they recharged for the tires if you missed the 6 month payout by even one day. They are thieves. I could have borrowed the last $90 owed if I'd known they were so corrupt. They need to be put out of Business. I'm not the only one with a complaint either. I'd been warned against them, but I thought they just charged high prices. I didn't know they were actually crooks.

  Business Response

  Date: 03/05/2024

  On 5 Aug 23, this customer entered into a Lease to Own contract with Rental Concepts, dba RnR Tire Express of **********, **.  This customer signed the quote sheet (Page 5 of attachment) which the 6 months same as cash date was depicted at 1 Feb 24.  This was one of the few items highlighted on this page.  On page 13 of the attachment, Line item 6, it is explained what the 180 days same as cash price is $676 (which matches the figure on Page 5), pre-tax and fees.  On that same line, it gives the total contract price of $1668.06, should the customer go past the payoff date.  Both of the figures are highlighted.  Additionally, the customer appears to sign this page of the contract as well.    Additionally, Page 9 of the contract clearly states that a monthly payment of $170.08 would be required to pay the contract off within the six month period.  The customer appears to not only sign this form, but also initials the area that depicts this amount.  The customer appears to only make two payments of this dollar amount; 7 Nov and 5 Oct of 2023.  Even with all of that considered, our company still did not enforce the total contract balance.  Attachment 2 (******) is a pay history for this customer.  The highlighted area is what the customer paid $692.32 pre tax and fees.  The customer appears to have paid out on 5 March, which is more than a full month past the date required to honor the 6 months same as cash period.  Our company has closed this matter and finds that we went beyond any legal obligation to this customer.  If there are any balances due to anyone, the customer technically did not honor the contract and would owe a significant amount more.  However, we will not pursue the customer for that amount and consider this agreement closed in good standing.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21383321
  Your company did not explain these figures.  They simply gave me papers to sign. Your figures are not correct either.  There was no highlighting.  And the final payment was two weeks past due.  Not a month but I had told them I couldn't be in till the 3rd because That's when social security checks come in.  You s shyster company that purposely doesn't mention that you will receive a windfall if the six months is not religiously adhered to. Your employees don't tell people and you hope people miss the six months.  And whoever heard of $200 tires being charged even $668.much less your price if you miss the six months deadline.  I admittedly have bad credit,but you held me up for a balloon payment of $268 at the end.  And then said your manager wouldn't charge me the higher price.  Which was very kind of you since you're padding your thieving profits even further.  Your employees know you're shady as h*** and you ought to be made to pay a lot of customers back some stolen money.  There is no excuse for what you do except that you know you're taking advantage of people who have to go to your joint for tires.  $668 for cheap tires is already exorbitant profits, but you mechanize  even further profits.  You are shady as ****.  But you take advantage of poor people who have to go to you. People only sporadically likely to complain.   If it was up to me I'd put you out of business.  And put you in prison.   
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/07/2024

  Thank you for your response.  Unfortunately, I do not think I am going to convince that counters your current beliefs. We apologize that you feel the way you feel.  That is all that we can do for you in this matter.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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.

  A month ago I had to replace most of the parts in the front end of my truck, including the tires and getting the front end aligned afterwards. I did so at great financial cost to myself but less than four weeks later my truck is still driving terribly and the two new front tires are already missing the tread on the inside of the tires. So I go back to where I got the alignment nearly four weeks ago because they have a $50 Groupon for it there and that's too good a deal for an unemployed man to blow off. Once again I showed them the Groupon before I gave them my keys and I waited in the store for the next three hours until they told me it was ready. Driving away after once again not being given a receipt from them, the truck is driving just as terribly as when I dropped it off so I ***************** who replaced most of my front end to tell him how it still drove for s*** He directed me to drive to him so I did I explained everything as he got down to investigate under my truck. He directed me back to RNR to get my receipt so he could see proof it had actually been done, but RNR did not have a receipt from either-or time for me because they said it was a re-do. I asked them why I was directed to pay again for a whole new alignment job. They said re-dos don't get receipts. When I redirected my questions to him again he said that actually my truck could not be aligned completely because of some bad tires. They just kept changing their story to me and I kept exposing their lies, asking why I was then charged twice for important vehicle maintenance when they did absolutely nothing except lie to me and cheat me out of time and money and then leave me still in need of tires and an alignment despite paying for both multiple times. I got the impression any customers paying with a Groupon get their time wasted and money taken without ever actually doing the work negotiated for

  Business Response

  Date: 03/04/2024

  The customer arrived at the *********** store requesting a "redo" alignment and had stated that he had paid for an alignment from Groupon several weeks back and brought it in for the alignment. We could find no record of an alignment being done on this vehicle at our location.  Regardless, We pulled his ****** Sequoia in to do the redo alignment and thats when we noticed that the 2 front tires were showing steel cords and that the tires needed to be replaced prior to aligning the vehicle. We told the customer that if he replaced the two front tires, we would take care of the alignment for him, and he left.
  
  Fast forward a few days,  when we received a bad review, we reached out to the customer, and he was currently at ******** getting an alignment but stated he still needed two tires. We told him if there was anything we could do to help on a couple of tires for him that he could bring in the vehicle and we would get him taken care of at a discounted rate. When we hung up, he agreed and was he said he was planning on visiting our location for two new tires. That was the last communication I have had with the customer.
  
  The customer stated he could not find the Groupon that he purchased for the alignment the first time, but we were still going to take care of it for him in the manner described above. 

• Initial Complaint

  Date:02/13/2024

  Type:Billing 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 purchased some tires from RnR tire on August 25th, in *******,**. I made all or my required payments. Only one day at the end of January did I ask for and extension. I also asked at that same time for a copy of my balance. No one explained anything about my balance which at the time was $235. They tell you at the beginning that it's 120 days to pay off, but they purposely don't make it where the payments end at 120 days, and I made all my payments except the one at the end of January on time. That was definitely not explained at signing and I feel like they purposefully in a sneak tactic don't let you know that, and I asked for a balance no one said anything just handed a receipt with the info on it. The tires were $839 and some change and now I've already paid $1098.Why am I still paying for these tires when the payments have already been made in full? Now I'm having to pay twice the amount for tires because the employees knowingly did not supply the info I needed when I asked for my balance.

  Business Response

  Date: 02/13/2024

  Dear ********************
  
  Thank you for taking the time to share your feedback regarding your recent experience with our company. We value all customer feedback, both positive and negative, as it helps us to continuously improve our services.
                We sincerely apologize for any dissatisfaction you *** have experienced. Your satisfaction is our top priority as we strive to serve our customers not just provide service, and we regret that we did not meet your expectations on this occasion.
                Upon reviewing your concerns, we would like to remind you that, as per the terms outlined in the contract you signed with us, we are committed to providing services that align with the agreed upon terms and conditions. We understand the importance of clarity and transparency in our contracts, and we are more than willing to review the terms with you to address any misunderstandings or discrepancies that *** have arisen.
                Ensuring customer satisfaction is paramount to us, and we would appreciate the opportunity to discuss your concerns further and work towards a resolution that meets your expectations. Please feel to contact me at ************** and I will be more than happy to assist you.
                Once again, we apologize for any inconvenience you *** have experienced, and we thank you for bringing your concerns to our attention. Your feedback is invaluable to us as we strive to improve our services and enhance the overall customer experience.
  
                Thank you for your understanding and continued support.
  
  Sincerely,
  
  *********************
  General Manager
  RNR Tire Express-*******
  **************

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21285204
  
  I am rejecting this response because:I have explained what has happened, I'm not sure how to be more clear. The resolution needs to come from the company's end. I already feel deceived by what is or has been going on at this business. Omitting information because no ones asks the question shouldn't be a good business practice. 
  
  Sincerely,

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

  Business Response

  Date: 02/14/2024

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

       Every lease agreement in our stores is thoroughly reviewed with our customers (as was yours) at the time of service when the agreement is signed.  We clearly cover and state that there are 3 ways to pay off your lease agreement and it is entirely the responsibility of the customer to choose how much they will pay depending on how quickly they pay off their agreement.  The rental agreement price is determined by the weekly payment amount times the number of weeks.  That would be the most expensive way to gain ownership- by only making the minimum weekly/bi-weekly/semi-monthly/monthly payment for the duration of the agreement.  To avoid that cost, we offer every agreement, regardless of the term length, a 120 Day same-as-cash price option. (cheapest way to pay out) We understand that life happens, and some customers are unable to payout in the 120 Day same as cash period, so we also offer a 60% early purchase option from Day 121 - end of the agreement term. (40% off the remainder of the weeks if paid in full) I have the signed documents that I can send you if you wish, stating everything I've just said. To summarize the 3 ways to payout a rental agreement, #1 - 120 Day SAC price, #2 - Early Purchase Option, #3- Full term ownership.

       The store has no responsibility in whether or not the customer chooses to pay off in the 120 Days SAC period for that amount.  That is the sole responsibility of the customer, as the only amount we can enforce our customer to pay is the minimum weekly/bi-weekly/semi-monthly/monthly payment depending on how they get paid.  The autopay system only runs for the minimum payment amount, and we tell every customer it is up to them to pay more than the minimum to achieve the same as cash price.  We have that page signed as well and I can provide you a copy of it if you like.  

       Our rental agreements are explained in detail every time they are signed as a matter of common practice.  Please reach out to the general manager of your store location so he can cover with you where you are in your rental agreement, and how much money you can still save to acquire ownership of the merchandise.  To be clear, we do not deceive anyone with our rental program, but the customer must take full responsibility for their actions should they not pay enough to own the merchandise in the first 120 days.  I completely understand the frustration; however, coming here to slander our business rather than contacting the general manager of your local store will not yield a different result in regard to the rental agreement you signed.   Also, being a rental agreement, if at any time you are unsatisfied you can willfully terminate the agreement by returning the merchandise to the store.

  Thank you for reaching out and hopefully I've addressed all of your concerns.

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  RNR TIRE EXPRESS of *****

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21285204
  
  I am rejecting this response because:I did not come here to slander your business, you've done well on that on your own.I would have just gone to social media for that.I have no problem with spreading the word about a good business, but that's not something you will have to worry about. Unfortunately my desperation got me into this, and if I can get other tires I will definitely give you yours back because you guys are ridiculous.

  I am quite aware of the contract I signed, but there shouldn't be an issue if a customer asks for a payoff and your employee explains that document, but I see y'********** on the customer lack of knowledge. I see nothing is going to be resolved here because what business takes responsibility for their wrongdoings in any business transaction. 

  
  
  Sincerely,
  
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