Complaints

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

close

Find a Location

Rent to Own Auto Centers LP has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rent to Own Auto Centers LP

  2725 Veterans Memorial Pkwy Saint Charles, MO 63303-3680

• 

  Rent to Own Auto Centers LP

  9933 Watson Rd Saint Louis, MO 63126-1826

• 

  Rent To Own Auto Centers

  6303 S Orange Blossom Trail Orlando, FL 32809

• 

  Rent to Own Auto Centers

  4858 N Dale Mabry Hwy Tampa, FL 33614-6510

• 

  Rent To Own Auto Centers

  6303 S Orange Blossom Trl Orlando, FL 32809-5713

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:05/30/2023

  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.

  Bought the vehicle dec 28 Brought attention to vibrations & sounds & weak breaks to the attention of the dealership manager Was told that was completely normal it would take some time to adjust to- give them a call in a month and see how it goes Waited a month & everything just slowly kept getting worse- would call and make payments & ask for a manger to call me to discuss vehicle problems- well the manager never called back By march still little to no response. but things are getting notably worse. Visible camber on both rear tires, front end vibrations getting violent at highway speeds- was told to take it easy they’ll get the vehicle in soon. April I brought the car to the dealership because the vehicle is/was violently shaking at street speed >35-45 mph with noticeable camber on rears & loud grinding sounds. The mechanic put it on the lift and immediately could see the rear tires are ready to fall off- they said it was the wheel bearings- replaced the bearings and sent me on my way, with an agreement to pay and additional $25 on top of my regular payment. If I could pay more than that, I will Called the shop the next day because the vehicle still shakes violently at street speeds… They brought it in again- said the front end suspension needed to be done- made the same agreement additional $25 on top of the agreement. When they finally brought it back into the shop for front end suspension repairs, they almost refused an alignment- I demanded one. When they took it to the alignment center- center noted the rear ended needed more parts and couldn’t not complete the alignment until rear end suspension work was completed. The deal ship informed me, & said it would be back in the shop next week- just take it easy on the vehicle. They would put the parts on the original rear end work order & I’d pay $75 in total on top of my payments. Well it’s 3/4 weeks later- the vehicle still hasn’t been repaired & now refusing to do them- the vehicle has been deemed unsafe!

  Business Response

  Date: 06/07/2023

  Ms. ******* entered into a rental agreement with Rent To Own Auto Centers on 12-28-22 for a 2008 Lincoln MKX.  The issues that Ms. ******* was stating were not totally accurate as there was not an issue with the brakes or tires at the time of rental.  Our managers do return phone calls so I am not sure about those comments. 

  When the vehicle was brought into our shop, our manager spoke with Ms. ******* and detailed the work that was going to be done but Ms. ******* was responsible to pay for this work.  Our manager wrote a promissory note to help Ms. ******* out instead of coming out of pocket for the $360.  Since this work was not covered by the RTO warranty, Ms. ******* could have taken the vehicle to any repair shop and the cost would have been higher and she would have had to pay 100%.  The vehicle was brought back to our service center again when our mechanic returned on or about 6-01-23 - 06-03-23 and additional work was done and once again the cost was the responsibility of Ms. *******.  Another promissory note was written for her something that our policy does not allow but our manager wanted to work with Ms. ******* and keep her in the vehicle.  

  I believe that as of this date, all issues have been resolved.

   

  Thank you.

   

   

• Initial Complaint

  Date:04/13/2023

  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.

  Every time I make a payment, I would like them at the computer and not writing my information down a piece of paper. I thought the company had to abide by the PCI DSS compliance. All I wanted is for them to be at the computer when I make my payment.

  Business Response

  Date: 05/01/2023

  I received this complaint on 5-1-23 and did not received an email with a complaint.  Our mail is very slow so I apologize for the delay in responding.

  Our company is set up that our staff take payments and run the customers credit card.  The card information is shredded after RTO receives an approval code and this is in compliance with PCI DSS.  We shred all credit card information for the safety of our customer as well as RTO Auto Centers.  Our counter staff are not always available to take a payment. 

  The customer is welcome to come in with the card or pay via cash or money order. 

   

  Thank you.

   

• Initial Complaint

  Date:03/15/2023

  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.

  I have been with RTO for over a year now . The car itself isn’t the issue. The lack of common decency and respect I receive is absolutely appalling. I drive over the mile limit pretty frequently and was told as long as I pay the amount for the miles, there wouldn’t be any problems. I have paid 100% of the money due to the miles. They claim the system is messed up and isn’t catching my payments so every single month they demand i pay money that’s not actually owed to the point I’m unsure if I’m overpaying or not. Today, the man that said he was corporate pulled me in to the office and said I owed $1500 after myself and another employee told him I did not . As I am explaining this to him, he cuts me off and he tells me does not have time for me and to leave his office and take my car. In the midst of this, he “offers” to take the car.. I pay $1200 to RTO monthly with no problems, yet their management continues to be disrespectful and make up false payments for me to pay. I ask the man if there’s someone I can speak to as this has happened at least 5 times. He told me he is the only person in a position of power I can speak with. & I absolutely hate to play the race card but it definitely feels like racial discrimination.

  Business Response

  Date: 03/16/2023

  Ms. ***** has been an awesome customer.  All the information in her complaint was accurate as she does pay her excess miles in full each month or when she comes in for her oil change.  Our new system has a glitch that we are trying to get corrected and we apologize for the incident that occurred on 3-15-23.  Going forward Ms. *****'s account will be handled by our manger Ms. ********.  I can assure you there is no racial discrimination involved here.  I hope Ms. ***** will accept the apology and we have marked her account that all excess miles have been paid in full.  

• Initial Complaint

  Date:02/06/2023

  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 bought a truck from this company on Feb 3, 2023 and put $1,350.00 down f to drive the car off the lot. That same Friday evening on 2/3/23 the truck’s heat never heated up, the power steering went out on 2/4/23 and the car started smoking and making a clicking noise in the back. They told me they can’t do anything until Monday 2/6/23. I returned with the car on 2/6/23 at 9:40 am and The company stated that I can Not get a replacement car because they are not wanting to redo the paperwork and there are no loaner cars available and I need to find my own way home and I cannot receive a refund I have to take the truck after they fix it and they don’t know how long it will take to fix.

  Business Response

  Date: 02/06/2023

  Ms. ******** called on Saturday 2-4-23 with the issues and was told that we do not have service techs that work on Saturdays.  Ms. ******** brought the vehicle in on Monday, 2-6-23.  Our loaner was being serviced.  As soon as the service was completed on the loaner it was signed out to Ms. ********.  We appreciate Ms. ********'s patience as I believe there was an hour wait.  Ms. ******** wanted to get into another vehicle but that is not how our program is structured.  Our customers are renting pre-owned vehicles that are serviced prior to entering into a contract.  Pre-owned vehicles can have consumable parts that go out over time.  I believe that the power steering fluid was low and our service team is looking for a possible leak or another issue.  Our team is also looking into the heater issue and will resolve any problem they find.  We realize vehicles issues are frustrating and inconvenient but we do everything we can to provide customer service and resolve issues.  As soon as the vehicle is ready we will contact Ms. ******* to return the loaner and pick up her vehicle.

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising 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 have a 2012 Ford Fusion that I purchased from them. They put me on bi-monthly payments when I specifically asked to be put on monthly payments. I asked them to change it and they say they can't do it. They didn't write the sales agreement properly.

  Business Response

  Date: 11/29/2022

  Ms. ****** entered into a rental agreement with Rent To Own Auto Centers on 03-12-2022.  Our program is explained to our customer to see if the customer is interested in our program with bi-weekly payments..  During the initial meeting it is emphasized that our payments are bi-weekly.  There is a line on the rental agreement that the customer initials accepting and acknowledging iy-weekly payments.  The customer can provide you with a copy of the contract that was initialed and signed.  Our customers change jobs and pay frequencies and we cannot re-contract when this happens.  If our program does not work for Ms. ****** she is welcome to return the vehicle, barring any excess miles incurred or damage to the vehicle the contract and payments would end.