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Business Profile

Tool Sheds

New England Rent to Own, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tool Sheds.

Complaints

This profile includes complaints for New England Rent to Own, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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New England Rent to Own, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2024

      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.
      Last year in January, I found New England rent to home online. I wanted a cabin built as a home in ****** *****. The companys motto is that they can build homes to code in New England. So I began the process. We chatted a lot and I designed my house. Later I discovered that my town has a lot of codes that New England rent to own cannot get in compliance with. My land in ****** can only have a stick built home or a modular home placed. New England rent to own told me that they were in the process of getting their modular license. So after waiting a few months, in August they told me they were only a few weeks away from the license to become official. And the only way for me to get my build project on their books was to pay for ***************** (3,500$) and then once the plans came back with a modular stamp we could get this process underway. So I paid the money that day. So a few weeks turned into months and no plans with a Modular stamp and they were still not licensed. Because it took so long my bank loan expired and then it got into winter months and I learned I couldnt build past Nov first in ****** because you cant hook into city water and sewer. I once again contacted them in January and said I was done with the entire thing and I just wanted my money back and he said he cant give me any money back but I could have my plans sent to my home when they were finished (STILL NOT DONE). So I once again waited, I messaged again today and said I want my money back, its been so long! And I can no longer build and they ruined the entire house dream that I had. And all I got AGAIN was that I cant have my money back and he would send me my plans.

      Business Response

      Date: 02/28/2024

      We have spoken to ****** on the phone as of today 2/28/24 at 1:30 pm. We have established that we are able to refund her a portion of her payment towards the plans. We have received the bill from the design company and they have charged $2,932.35 this leaves $567.65 that is able to be refunded. We can attach the bill if that is something that is needed, we are more than willing to be transparent. 

      Customer Answer

      Date: 02/28/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I lost more money than just the 3,500$ that I am asking for to be refunded. I lost money in appraisals that expired waiting for them to become licensed and kept hearing it would just be a few more weeks. Not just small amounts of money. Thousands of dollars. I want the full refund of the plans that I received. I do not want plans, I waited for those for more than six months, I want my money back. Im not asking for anything extra, Im not asking you to pay the other money that I lost, I just want the money back on the item that you promised me and never delivered on. 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

      Business Response

      Date: 03/06/2024

      While we understand the frustration, appraisals are part of the normal home buying process. On our side, if ******'s job had remained consistent, we would have been able to deliver on her plans and house build, where she went full time self employed, the loan fell through. We have no control over that. We are willing to refund the difference in the cost of the plans to what she paid down. We have attached the invoice from the design company. She paid $3,500 down, plans cost $2,932.35, so she would have a refund of $567.65.

      Customer Answer

      Date: 03/07/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Attached are just a few of the times that I was told the plans are almost done and coming. This process wasnt messed up because of me. My loan was in place for a solid year waiting for this company. If they were that far away from actually being licensed all they needed to do was tell me. I am not satisfied with 567$ dollars returned. I want the full amount that I paid them. I understand that this doesnt seem to be getting resolved and you will be hearing from my lawyer. 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

    • Initial Complaint

      Date:06/08/2023

      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 recently purchased a pre-owned building which was advertised as "like new". The price did not reflect the use and was merely $1700 less than a new building. I was told by multiple employees I would be happy with this building and it came pre-wired (done by the previous owner).... which they then BILLED for. I originally agreed upon $18,000. I received a call back being told they made an error and since I live in ** it was instead $20,700 but I was getting a PREMIUM quality building. I chose to go with a small business. I was sent photos which did not reflect the quality of the building. I paid for my building completely in full. Upon receipt of my building it was not as advertised, multiple significant wear, broken boards, poor craftmanship and far from "like new". I even had one staff member tell me animals had never even been in this building. I reached out to the company who invalidated and downplayed my concerns. When asking for a resolution the company offered that i pay them nearly $4000 for a new building OR $1800 for them to take this one back. I told them neither was acceptable. The company then blocked me on social media and via phone. They refused to return my calls or texts and now here I am making this BBB case. I have spoken with contractors and other companies. I can have a local ********* build this building with larger stalls for $12,000 or I can buy and ship a pre-fab also larger for $17,000. I offered to keep and fix this one with a partial refund of $9000. I have since been ignored. The collage photos are the ones provided by the company, all others are actual detailed photos. The value of this building with labor is at most $10,000. I paid almost $21,000. I would like a refund of $10,700 at this time due to the unprofessionalism, stress and now I am unable to bring my horses home as scheduled 6/15 as I need to obtain or build a new building or pay to repair this one.

      Customer Answer

      Date: 06/19/2023

      I called the owner of the company who was demeaning and unprofessional. He refused to make right and was in complete denial of the poor condition of the building. He hen informed me he did not own the building. Prior to purchasing this building I was not informed verbally or by contact that this building was owned by anyone other than New England rent to own.  I paid for this building in full and did not use a finance company. The owner threatened to charge me an additional $2000 cancellation but I did not cancel I requested a refund for being blatantly lied to of the condition of the building. When the owner would not cooperate with me he demanded to speak to my husband because when all else fails sexism is the way to go. The company refused to speak to the third party regarding this issue stating Im not going to waste my time . He refused to give me the contact information for this vendor I paid. I attempted to find information on this vendor and the only number I found led to a dry cleaning company. The business refuses to do right and pick up their building. I am now unable to purchase another because of funds as well as space. The building cannot be moved without the building snapping in half due to the frame issue.

      Business Response

      Date: 06/19/2023

      She purchased a used building. Was sent photos before hand of signs of use. This building was discounted over $4,000.00. She even states in her complaint , " if she had purchased new it would have been $4,000.00 more. " the building was 20% off. She was told it was used. She signed multiple pages where it stated it was used. She was unhappy with the price and the fact that it was used. We could not discount the building more then 20%. We can provide private messages between her and us where she knew it was used.

      Customer Answer

      Date: 06/20/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      The building was advertised as like new. Multiple times I was told animals had never even been in it. Photos provided did not show ANY of the damage and were conveniently and deceptively taken to hide such. The company also failed to inform me a THIRD party owned such building.  The building was $2000 off. I was charged for the electric (which was not done by them and sloppily done). It must be nice to charge for work you do not do. This building is not like new and has major structural issues. It is not safe for animals as it sits and needs significant work. The roof overhang is inadequate as well, overall poor workmanship, horrible customer service, lying and deception. The company took my money and ran. As soon as I brought my concerns up professionally I was blocked on all accounts and spoken down to. I am not the first individual to obtain a bad barn from this company. They also said they cannot discount it because they do not own it. So which is it? They own it and refuse to discount it or do right? Or they did not disclose it was owned by someone else and I would need to speak with them (which they refused to). Quote Im not going to waste my time.


      Regards,

      *********

       

       

      Business Response

      Date: 06/21/2023

      As you can see from the pictures of the ad that she responded to the building is listed as a repo and as used as well as many instances during our conversation where it was mentioned the building was used.We did mention the building was used and was as/is and the company even made the uncharacteristic decision to replace the ***** wall that had broken off the building when the building was picked up from the previous owner. *** ad shows the cost of the building for an out of state customer clearly and although there was some confusion because she has a ***** phone number, we did clear that up and resend the paperwork for digital signature before the building was ever delivered to her. *** invoice that she signed says right on it that it was used and as/is as well. 

      ***re is a discount of $3,751 that she was given that she wouldn't have received on a new build. This copy she signed this. She had mentioned that her husband could run electric in the building so when we requoted the new building at one point we did so without electric. When we offered to rebuild the building new and swap it out, she stated she wanted us to do the electric and that she was expecting the tack room to have pine finishing in the building because she had a friend that bought a barn that had pine finishing in the tack room and she thought this one came that way as well in spite of the fact that the pictures clearly show there is no pine in the tack room. As seen in the pictures, after being told numerous times that the building was used, she said,I want it

      *** electric was done by a master electrician who we sub that work out to so we charge to reimburse ourselves for the fees we paid the electrician. If the pine finishing is removed from the equation ($450) and subtract the difference in price from a new build to the building she bought it works out to be the $3751 that is listed on the invoice she signed. We tried to work with her and charge a reasonable pickup fee of $720 that would cover our expenses (rather than the typical $1800) and refund the rest of her money and she declined. (we have another 10 photos or so that we can provide if you'd like in which she is acknowledging the building is used but it wouldn't let us upload more than 5.) 

      Customer Answer

      Date: 06/22/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      The lies and gaslighting continue. Why was I immediately blocked when I professionally addressed my concerns? Hm. I was lied to and told the electrical was done by the previous owner yet yall charge for it. This most certainly is not master electrician work. The wiring would be fixed to the structure and tight not hanging and sloppy. I was ASSURED the building was like new. There was ZERO photos of the damage and the wall that YOU pulled off was repaired prior to sale and not as a favor, yall were trying to sell it and you were going to repair it for whoever was going to purchase it. Its so convenient how you change the story to your narrative. How about the fact you failed to disclose it was owned by a THIRD party? Where in the contract is that?!  The point is you screwed me over royally, you dumped me with a trash building that was far from like new and got what the previous owner owed. You should be ashamed. Im done with the lies and gaslighting. You can refund $11,000 or arrange a pick up. You have delayed my horses being in a barn due to this poor structure and lies and deception about condition. 



      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *********

       

       

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