Complaints

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

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• 

  Rent One

  10929 Page Ave Olivette, MO 63132-1019

• 

  Rent One

  1112A N Carbon Marion, IL 62959

• 

  Rent One

  PO Box 611 Anna, IL 62906

• 

  Rent One

  121 Perry Plaza Perryville, MO 63775

• 

  Rent One

  1405 W Main St. Salem, IL 62881

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:07/16/2023

  Type:Order 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 already had previous issues with the staff at rent one in du Quoin il. I emailed higher officials and it was taken care of. I then began making my payments online and on time. Recently I had an emergency and got behind. I make my payments but even after I let them know when the payment will be made they come by my house and beat on my door, more than once a day and then park over by the trash can and watch my house not only scaring my children one who is transgender but my baby sitter. I already lost one sitter due to the rudeness of one of the employees who was under 18 and is actually the one who signed the first contract making the contract with at least one product the tv void and illegally signed. I was ok with this and after the first harassment I went through through text with one employee of rent one I let it go but now due o him not wanting the proof of the harassment he comes by knowing I’m. It home I’m at work and beats in the door scaring my kids and now I am so angry I don’t know what to do

  Business Response

  Date: 07/27/2023

  I have reviewed Mr. ********'s account with the Regional Sales Manager ***** *******. Ms. ******* explained that she has previously worked with Mr. ******** in getting his account current by extended him time, and moving his due date to his requested date with the agreement that Mr. ******** would pay as agreed. Me. ********'s account came due, and the account was not paid on the agreed date. The store employees made attempts to contact him via phone, and did make a home visit. I have discuss the Rent One policy regarding home visits with the Store Manager, and he assured me they were followed. Mr. ********'s account is current paid up to date. If Mr. ******** wishes to discuss further he can contact me at ###-###-####. 

  Customer Answer

  Date: 07/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I responded and still had them beat on my door when knowing I was not at home, I was at work. Scaring my children by not only beating on the door but parking by the trash can in the parking lot watching my apartment. That is pure evil. They can try and deny this but the parking lot has several cameras so it’s in video. Sending texts or phone calls is fine, beating on my door knowing I’m not home and then parking and watching my place is not. The only other groups of people I am aware that do that are law enforcement or the mafia. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:06/30/2023

  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.

  My refrigerator ice maker messed up in March . They came got it and put a loner one in till mine got fixed . The loner fridge has no handles and the filter on the ice make was bad : .So we didn't use the water or the ice . This is June 30 the just got my fridge fixed and told me they would being it back at 12 today . I had some one waiting for it and no one showed up . I called the store he said the delivery guy dont come in till 2 . So now they are not bringing it til 4. I also called to make a payment with my credit card and i told them do not store that card number on my account they did any ways . So they took the next payment out on that card and i told them not to .

  Business Response

  Date: 07/05/2023

  I reviewed Mt. ******'s complaint and spoke with *** *********, the regional manager for the area. After speaking with Ms. ******, he informed me that the issues outlined in her complaint had been resolved.

• Initial Complaint

  Date:06/15/2023

  Type:Order 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.

  The rent one in Quincy put items in my name and then delivered and had somebody else sign my name for delivery and when I got home they were told to come get did not want or ask for it and now won’t come get it as asked I will not pay for anything I never ordered or signed for it is the ugliest chai I have ever seen

  Business Response

  Date: 06/19/2023

  I spoke with the store manager regarding Ms. *****'s complaint. The store manager delivered the chair at the client's request. The document was a delivery confirmation receipt, not a rental agreement. The client signed the rental agreement the day after delivery. Unfortunately, the store could not meet with Ms. ***** to sign it. On Friday, June 16th, Ms. ***** requested the chair be picked up, and store personnel completed the return. 

  Customer Answer

  Date: 06/19/2023

  First of all i ****** ***** never requested the chair it was ***** ***** but he was told it was easier to put in my name. When the chair was delivered I ****** ***** whom never asked for the chair was not home when it was brought to my home I was at work this was the 22 of may they told my grandson to sign my name which is not even legal because they said it would make there paperwork easier. When I got home I seen the chair and told ***** ***** to tell them it was not wanted and needed to be picked up they were supposed to do that the next day which did not happen they never came. They called me the following Monday to tell me I missed a payment again I told them I never asked for the chair and they were supposed to pick up again did not. I don’t understand how they can just put something in my name without my permission and then have others sign my name

  Customer Answer

  Date: 06/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  First of all i ****** ***** never requested the chair it was ***** ***** but he was told it was easier to put in my name. When the chair was delivered I ****** ***** whom never asked for the chair was not home when it was brought to my home I was at work this was the 22 of may they told my grandson to sign my name which is not even legal because they said it would make there paperwork easier. When I got home I seen the chair and told ***** ***** to tell them it was not wanted and needed to be picked up they were supposed to do that the next day which did not happen they never came. They called me the following Monday to tell me I missed a payment again I told them I never asked for the chair and they were supposed to pick up again did not. I don’t understand how they can just put something in my name without my permission and then have others sign my name
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 06/20/2023

  According to the Store Manager, Ms. ***** requested the chair, and once it was delivered denied asking for it. No one signed her name, or the original rental agreement. The order was placed by Ms. *****, so the chair was put in her name but we did not allow anyone to sign the agreement. We requested Ms. ***** to do on several occasions, and when she requested we pick the chair, we did. The account is closed. 

• Initial Complaint

  Date:06/12/2023

  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.

  Rent One located at *** * ****** ** ********** ** ***** ***** ********. Customers are harassed when they are one day late on payments. The employees drive by customers homes, beat on their doors, call their phones 5-6 times a day, call their jobs, and use all means of intimidation to customers. They leave threatening voicemails 2-3x a day. Then unable to answer calls due to being at work. They use their personal cell phones to send threatening text messages to repossess products and I am only 5 days late and done communicated when I get paid and will be making the payment.

  Business Response

  Date: 06/14/2023

  I have reviewed Ms. ****'s complaint and found that the stores attempt to contact her are not outside of what we agreed upon. Our rental agreement and rent order form both signed and agreed upon by Ms **** state that we will contact the client on the day the account comes due, and the rental order form discloses the release of information and the right to contact references given by Ms. ****. The store manager stated that Ms. **** has moved from the original address provided and has been unwilling to provide a current address. The rental agreement clearly states that the client agrees to reinstate the rental agreement on or before the next due date, to which Ms. **** has failed to do so.

  Ms. **** has recently sent a message to the store that she will be making a payment on or before the 15th. 

• Initial Complaint

  Date:03/20/2023

  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 placed a online order for a Queen Bedroom set from ******** ** ****** First they took my bedroom set to someone else in a totally different town! Not only that my first time sleeping on it that night I woke up to bug and bites all over me. They gave me a bedbug and roach infest bedroom set and I specifically asked them do they have bugs and they assured me they didn’t! It was delivered 03/18/2023 I called them as soon as they opened today on 03/20/2023 and told them about the bugs and that I wanted them to come pick it back up! I end up having to contact them again and they said they were sending someone to pick it up now it’s 6:43pm they are now closed and didn’t come pick up the bedroom set. I do not want it I wanted it gone now because those bugs are going to get settled in my house now.

  Business Response

  Date: 04/04/2023

  The store manager had been in contact with Ms. Hightower, and have since resolved this matter. I will follow up with the team in ******** ** to ensure that is still the case. 

• Initial Complaint

  Date:01/17/2023

  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 am renting a Nintendo switch, payment was not due until the following month, and we got calls from the Business we were overdue - that was not true. So we got a phone call from the management and they left a message calling us the ****** *****. We sent it off to corporate, and they did nothing about it. The same manager comes to our house, giving us the finger through our doorbell camera - calling us names. We have the evidence. It has put me in a lot of Fear. I have a son with Autism this is putting my son Through a lot of anxiety! They pound on the door yelling flipping us off! I even had to go out there and tell them to stop, but his response is the finger! We called the cops, the cops has told us, if they do it again to call them. I'm Contacting you in hopes that they fire or do something with this manager because I believe even though in their eyes I'm at fault, I believe to be a business and be quote unquote professionals it should not be allowed to call us names, and come to our house and flip us off! Plus calling us names so my son can hear it all.

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

  Business Response

  Date: 01/17/2023

  We investigating the claims made from Ms. ********* and we unable to find any evidence that supported her claims. Our employees have reported that any attempt to speak with Ms. ******** ends with unsubstantiated complaints. We have ceased any attempts to discuss the rental agreement at this time. We ask that Ms. ******** either pay as agreed on the item or exercise her right to return the product without any obligation.  

• Initial Complaint

  Date:12/29/2022

  Type:Order 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 was in rental agreement with the Troy Missouri location while in contact my front door was damaged by **** and her staff at the Troy Missouri location by them pounding and kicking on bottom of my door for over 15 mins screaming we want are F****** merchandise my children where home I was in hospital they call me scared telling me what they where doing when I got home and seen damages to front door there was a door lock on door knob and when they where pounding it took all the paint off my door behind lock also they left dents in middle of my door where they where pounding and at bottom of door **** also publicly humiliated me and gave out my personal information at ****** ******* in Troy Missouri I recorded the whole incident she also was on my social media and told complete strangers my personal info this is completely unacceptable

  Business Response

  Date: 12/30/2022

  The claims that Ms. ******** were reviewed by our office on or around December 13th, 2022. The claim that the front door was damaged was denied due to lack of proof, obvious previous damage to the door, and signed statements by staff members. We notified Ms. ******** by phone that the claim was denied, and if she wished to discuss further she could contact our office. We never received a follow up call from her therefore the claim was closed. In regards to the claim that one of our team members approached Ms. ******** in public about her past due account, we interviewed the coworker in question, and she did talk to Ms. ******** but denied making any form of a scene, she did ask her to contact the store regarding her account and stated that no one else was near them when she had this brief discussion. We were also unable to find any evidence that any incident was posted on social media, and we were not provided any documents to show otherwise.

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  The company never contacted me stating complaint was denied also they did damage my door as I have 4 witnesses myself that were in the home as they damaged the door while they were cussing outside my home saying we want our f****** merchandise one of my neighbors even heard how they where yelling and they run the HOA in my neighborhood they pounded on door for over 10 minutes then **** publicly humiliated me in public and gave my information to a complete stranger who worked at the ****** ******* in Troy Missouri then waited for me outside the store basically stalking me harassed me and publicly humiliated me outside the store as I recorded her my husband was with me as a witness and I actually called him out of the car to come in to record the whole incident outside the ****** ******* as we walked out she basically came at us and put all of my private information out there in front of everyone to see then they proceeded on to bring a truck up to the ****** ******* which is two doors down from the rent one and had a bunch of the employees out there publicly humiliating me even more I have called corporate office several times with no call back I have left several messages with several different question is more corporate managers with no call back so again they are caught analy saying that they reached out to me and told me that my claim was denied when they never even made a claim and my door had no way of being damaged as it is a brand new door this is a brand new home so for them to say that my door had previous damage is a lie there was a Realtors lock on the door knob and due to their hard banging on the door it took the paint off of the door right underneath the Realtors lock and there is also a dent in my door where they were knocking super hard of course their crew is going to lie because I am not the only one that has complaints about **** and her crew at that store it is all over ******** what they are doing to people several other people are complaining about **** and from what I have been told by another manager at the Warrenton location is that **** has her corporate manager in her pocket meaning they are friends and he's willing to say and do anything for her all I know is that I have not received a call from this company they did not make a claim because that would mean somebody would have to come out and look at the door which they have not done there was no previous damage to the door as I said again this is a brand new home and it is on the market and I wouldn't have a house on the market with a damaged door I have now had to take my home off of the market due to damage until the door is fixed
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:09/15/2022

  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.

  I purchased an item from the Rent One on ***** ****.  I bought a ********* speaker from them. I needed it to get fixed and I paid $100 to the driver when they came to pick it up to get it repaired. I never received the receipt from the driver. They knew I paid because they needed it to pick it up. Now they are saying that they never sent it off to get fixed and they are dropping it back off to me and wanting another $100 to get it fixed.

  Business Response

  Date: 09/16/2022

  *** ****** has been in contact with the store to resolve this issue. They have come to an agreement to repair the stereo. 

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 placed an order online with Rent One ******** ******** location. First, I was told by management that the furniture items I ordered were not available and they couldnt say when they would be available. They send me pictures to my cell phone for alternatives that they had in their store. We did agree on the items to be delivered. However, 5 minutes after the delivery and set up were complete did I discover the bed frame had multiple areas of wood missing or splintered. And the couch did not work in my living room due to the chaise etc. I did inform them of this 1 week later when they started to hound me for payment. I advised them I was not comfortable paying for furniture I didnt want or choose. I was advised to go online and find furniture I wanted as replacement but again we have no idea when it may be available. I work. I dont have all day to research online for other options or find my own replacement. I was one week late with my payment when I receive a message that they have sent their men to my house to collect the furniture. No other notice or callas were made to inform me of this decision. Staff states their manager, ******* advised them he had discussed this plan with me. Which he did not. This is not a good company. They are rude and inefficient and definitely over charge. The furniture was not in good shape. The workers were rough on delivery and scraped my front door trying to shove the sectional in the door and they smelled like smoke and dirt.

  Business Response

  Date: 09/16/2022

  I spoke with the employees at the store, and they had worked out a resolution to refund the $280.37 Friday after the merchandise was returned. It is my understanding that ************** has found the furniture she was looking for at another business. We apologize not being to fill her needs at this time. 

  Customer Answer

  Date: 09/16/2022

  Complaint: 18005163
  
  I am rejecting this response because:
  No refund has been issued. Manager will not answer messages. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/21/2022

  I have attached the copy of the refund. ************** was notified that the refund would take 3-5 business days from her bank. 

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/29/2022

  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.

  The Rent One in ********** AR. Came to pick up the furniture I was renting but also ended up taking my personal computer so I did some investigating to find out where it was and found out they had taken it. After I got it back I turned it on to find out that they had completely reset it and changed my password. I have called them many times but they will not give me the password.

  Business Response

  Date: 08/30/2022

  I have discussed this with the store personnel and discovered that we did pick up the computer by accident, when retrieving our abandoned product that *** ***** was renting from us at the time. The coworkers had forgot the paperwork when they met the landlord, and the computer was a similar model that we have carried in the past. Once we discovered that the computer did not belong to use, we attempted to contact *** ***** to return it. It was returned to her in good working order. We did make several attempts to assist in resetting the computer, *** ***** did not return our call attempts.