Complaints

This profile includes complaints for Rent 2 Own's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rent 2 Own has 46 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 2 Own

  210 S Quarry St Bainbridge, OH 45612-9482

  
• 

  Rent 2 Own

  123 W Main St Logan, OH 43138-1605

  
• 

  Rent 2 Own

  209 Lancaster Pike Circleville, OH 43113-1506

  
• 

  Rent 2 Own

  3375 Maple Ave Zanesville, OH 43701-1338

  
• 

  Rent 2 Own

  353 Douglas Ave Chillicothe, OH 45601-3663

  

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:05/16/2025

  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 rent furniture from Rent to own. The way my bills come every month I am usually a little late on my payment but I always make them. Today 5/16/25 is the second time Rent to Own has made an unauthorized payment on my account. When I called to have it refunded they refused and told me I was set up on auto pay, which I am not. I have never been on autopay. I have attached screenshots from the time I got the furniture to now where they are telling me I need to make a payment so if it was on autopay they wouldn't be texting me for permission to make the payment. The manager ******** fraudulently took money from my bank account and in order to try to cover her end she also fraudulently set me up on autopay to try to justify it. She refused to refund my money and I ended up having to cancel my debit card and dispute the transaction which is an even bigger hardship on me than them potentially overdrafting my account by taking money they were not authorized to take. ******** from rent to own told me she was going to call my bank about the payment and I was standing in my bank at this time. The teller ****** ** ********** ******** **** on ******* ****** ** *********** Ohio said she would be more than willing to speak with her. I find it completely unacceptable that they are committing fraud on people's accounts and continue to get away with it because as I stated before this is the second time this has happened to my account but the first time they did issue the refund.

  Business Response

  Date: 05/19/2025

  This is in response to complaint #23338368.  Thank you for taking the time to leave a complaint, here is what the store manager has to say:
  
  We did receive an AMI text from our customer ******** ****** on 5/16  at 6:29am stating-   "I payment was made to my account and I did not authorize it I canceled the card and disputed the payment because it was not authorized. I want the money returned to the account immediately" -   She also spoke with ******** on the phone on Friday 5/16/25 demanding a refund.  When we received the call and reviewed the account we found the account was active with autopay prior to the transaction, noted for which card the transactions were expected on, and noted for her Thursday pay dates. However, there are not generally autopay transactions due to failed timely payments. We received a second call from ******** stating we could call ****** at the bank but we were unable to communicate with her on this call as she was very emotionally charged and hung up on us. Our intentions were to offer the cash refund had the card been cancelled and the dispute not been finalized through ********** ****.
    The customer stated the payment had been disputed through her bank and the card had been cancelled prior to contacting the store. With the card being cancelled I would not be able to void the transaction for the payment to the card, and with the transaction being disputed through the bank I would not be able to offer a cash refund.  At this time, auto pay has been disabled until further notice.  We are still unaware if the card is actually cancelled and if the dispute through the bank has been processed. We have not had communication with ******** since Friday, 5/16/25 and still encourage her to speak with the store manager to resolve any further issues she may have to resolve them timely. 
  

• Initial Complaint

  Date:05/09/2025

  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.

  So this business has given free rein to an employee to harass me, I’ve had my identity stolen by their employee **. He has gotten access to my nudes, my social medias, emails, everything, has unblocked himself multiple times on Facebook each time sending a more progressively threatening message, Facebook won’t let me block him again for now due to a cool down, flooded my cashapp with threatening messages, I’m being driven insane at this point, they even started to try and threaten my partner and brother. He even logged into my work account.

  Business Response

  Date: 05/14/2025

  This is in response to Complaint #*******.  Thank you for taking the time to leave a complaint, this is what the manager of the store has replied: 
  
  We have been attempting to reach Ms. ***** since the beginning of March regarding her weekly prepaid rental contract, and without success.  Our communications are for a business matter and are not 'harassment' as our property is in her possession. Contacts with references and associates are for message leaving purposes only and kept professional.  We know life throws its curveballs and always do our very best to help our customers through the hurdles everyone occasionally encounters. With clear communication and good effort on both parts we have been able to assist countless individuals get back on track and in good standing, many of them on the path to ownership.  I would be much delighted for Ms. ***** to reach out to me directly to discuss any concerns she may have, reinstate her contracts to good standing, and find a solution to move forward.  I can be reached at ###-###-####.  If Ms. ***** would prefer not to be contacted; she would need to arrange to release our property back to us in a timely manner.  
  
  

  Customer Answer

  Date: 05/14/2025

  if this is professional I’m concerned with how they handle their business. Signing into my work accounts is in fact identity theft had to contact the .gov over it since it is a federal matter. Harassment was in fact spam messaging me, then signing into my socials to unblock themselves so they could message more after both cashapp and facebook deemed it inappropriate to continue messages.  Again I have safety concerns after this harassment to the point that I’m worried that I might be threatened with releasing my nudes. This is completely passed inappropriate and hasn’t been professional in handling this. I have never seen a business be this unprofessional trying to collect a debt. 

   

  
  
  
  Regards,
  
  
  
  Jamie *****

• Initial Complaint

  Date:05/02/2025

  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.

  Description:
  Rent to own furniture company processed a payment without any authorization or permission from constituent. When constituent
  requested refund, they said they will be picking everything up and was unprofessional to her.

  Business Response

  Date: 05/06/2025

  This is in response to complaint #********.  Thank you for taking the time to leave a complaint.  This is the store manager's response:
  
  I was on vacation when this happened, however it was brought to the attention of the regional manager over the store.   I have called and texted Ashley, but she has yet to call me back.  I would like to resolve the issue. The customer was on recuring payments but had not gone through the last several payments.  She did state she wanted that card removed on the 4/21 but then wanted a refund on 4/23. Which we told her that we couldn’t do since we removed the card from file. And we have texts stating that she was wanting to return merchandise for Saturday. 

  Please reach out to the store manager, ****, at ###-###-#### or you can also reach the regional manager, Jeff, at ###-###-#### if you have any further questions or concerns.  Thank you.
  

• Initial Complaint

  Date:04/17/2025

  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 always go online and pay my bill with Rent to Own with my debit card. Rent to Own decided to take it upon themself to run my debit card without my permission. $330 was taken out of my account by them without my permission. Today, Rent to Own tried to charge my debit card 4 times without my permission. When I called and spoke with the individual, he stated that he will take whatever he wants out of my account and that he can do so.

  Business Response

  Date: 04/21/2025

  This is in response to Complaint #********.  Thank you for taking the time to leave a complaint.  The manager over the store has state that she spoke to you last Thursday, April 17th.  She has stated you were set up on Autopay and the account was running late.  She reviewed the transactions and the payment history on your account and did not see a withdrawl for the amount you stated.  She also stated that you paid off the item for the total of $58 on 4/17/25.  If you have any further questions or concerns, please contact the manager at your local store at ###-###-#### or you can also contact our Home Office and speak to the regional over the store at ###-###-####.  Thank you.   

  Customer Answer

  Date: 04/28/2025

  If I was on autopay my account would not have been late! I have attached the screen shot where that specific amount was taken out of my account. I'm not able to log into Rent to Own (I have been blocked access). I have also attached a screen shot of that.

  Business Response

  Date: 04/29/2025

  This is in response to complaint #*********  Thank you for taking the time to respond.  The manager over the store is still trying to contact you to resolve any issues.  Please contact the store at ###-###-#### or you can also contact our Home Office at ###-###-####.  Thank you :) 

• Initial Complaint

  Date:04/11/2025

  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.

  My husband and I have been customers with r2o for a couple years now. Always making on time payments with no issue. Payments were always direct pay coordinating with paydays. We have washer/dryer combo ****** on one account that comes out of my bank. We then got a couch. A decent sectional. That was coming out of my husbands bank account. Last month he was in a horrible motorcycle accident that left him a long road of recovery. We had been speaking with a worker about the sectional who insured us everything was fine and we were late with payments but was aware of payment arrangements. Today they took $313 out of MY account. My card was not authorized for the couch account. Took every bit of remaining money we had left to make do until insurance sent us money regarding the wreck. Every bit. So I had to cancel my card and calling first thing 10am to have them come get their stuff. I get they are a business and need their stuff. Given we have made years worth of payments, no issues not contacting us saying they were taking money from an unauthorized account. I would have told them to get the couch immediately. Shady people. Very very very shady BECAUSE the worker we had been in contact with INSURED us that everything was fine and we were in communication. Now we are disputing the $313 with my bank I have cancelled my card and they can come get everything. Great job R2O for losing a decent customer and thank you for taking every bit of money we were holding on to make it. Maybe teach your workers not to tell people everything is fine when indeed it isnt and we were lied to. I have no issues returning all products. I have issues with you saying we were covered. Even acted concerned for my husband. What a joke.

  Business Response

  Date: 04/21/2025

  This is in response to complaint #********.  Thank you for taking the time to reach out.  Please contact our *********** at ************** / Monday-Friday between the hours of 9am-5pm for further assistance...thank you!!! 

• Initial Complaint

  Date:04/03/2025

  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.

  My contract agreement was for monthly payments of $159.53 for 18.92 months at a total of $2,648.80 for a gaming laptop starting 06-03-2023. Today they are still saying I owe 3 more months of payments. After I was told was already paid off. Then it isnt then its only one more now its 3 more..When using basic math and applying the agreements amounts my total amount paid and scammed out of far exceeds the $2648.80. That is also adding in 2 "free" months which turns out is not free at all they add it to the end of your payments. Or rather they just pause it temporarily. Keep in mind this laptop was supposed to be new, it isnt. Now they are blowing up my phone and email and now threatening to charge late fees even though its been paid for and much more. This isnt my only contract they have done this with. I have also recently paid off a new iphone 13. as well which they got me out of hundreds of dollars more than agreed as per my contract. I origin. Wanted the 11 but it wouldnot work right no matter what they did so they offered the 13 for the same amount and time as the 11. Not to mention when i tried to use my "no questions asked" replacement insurance that is included in the monthly payments and supposed to last a year after an item pays off they said they could only have the said phone sent it and I could rent another for more money while I wait for the one that i already payed way over for. And paid insurance on to to come back (fixed or not). This is theft and just plain wrong and false advertising to boot. Ugh someone please help me get back what i overpaid for these items. Just the refund for all i overpaid and my paid insurance is all im willing to accept. Because now I have to dig out older contracts and bank statements for various other items from this business and see if ive been scammed outta money with those as well. They should be ashamed tbh. Its disgusting to do ppl who are on hard times.

  Business Response

  Date: 04/07/2025

  This is in response to Complaint #********.  Thank you for taking the time to leave a complaint.  Here is what the store manager has replied:
  
  This customer was never sold a new computer, her item was preowned when she purchased it, she was given free time on her agreements initial payments, which does extend the agreement payoff date, she had an issue with her item and was given another laptop newer than what she had originally purchased for the same weekly price. I will payout the device at current amount paid for the item. The i phone is not a device we give back to customers as they are sent back to vendor, she was given a newer device with all payments applied over to the device. The Club plan she is discussing is not a free service as it must be paid for weekly, biweekly, or monthly and does state that there may be deductibles to be paid to fix or replace items as it is not an insurance program.

  If you have any further concerns, please contact our Home Office at ###-###-####.  Thank you.  

  Business Response

  Date: 04/14/2025

  Please contact the regional over your store, ****, at our Home Office at ###-###-#### between the hours of 9am-5pm Monday-Friday.  Thank you!!! 

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because: 
  
  None of the issues or concerns or the fact that everything done by this place by definition is not just false advertisment, but is also fraud and theft. To which most other people who literally scam money from someone let alone many times get arrested and charged. How is this any different? Being how it isnt different i want everything they tricked or scammed me out of. Every last cent i have overpaid i want back and im gonna ask for a second time to have my contact info deleted from their system. I dont want mailers I dont want text and definitely dont want anymore calls from this business..all of which i am still receiving.
  
  Regards,
  
  
  ****** ******

• Initial Complaint

  Date:04/03/2025

  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 bought a PlayStation portal for my husband for Christmas. Didn’t think I would lose my job then they decided they were going to harass me all the time. Be rude and unprofessional. ****** is the worst person. ***** doesn’t run the store correctly. ******** is perfect I got **** on my payments and I did what I could. But they decided to take it back I go to pay and ***** is an *******. I paid for this I want my money back. I hope your store shuts down!

  Business Response

  Date: 04/07/2025

  This is in response to complaint #*********  Thank you for sharing your concerns with us. We understand that you’ve been going through a difficult time, and we regret any frustration you’ve experienced during your interactions with our store. We have tried to work with you to find a solution that worked for both of us, yet every option we have provided has been met with your dislike for our company and all of our employees. At this point I do not believe anything we do will make you happy. After careful consideration, we have decided that we will no longer be able to continue our business relationship with you.  If you have any further issues or concerns, please contact our Home Office at ###-###-####.  

  Customer Answer

  Date: 04/07/2025

  I am rejecting this response because: 

  you lied to me and never contacted me when I went to pay it you are pretty much lying to your customers. Your customer service is terrible and you’re all terrible people. 
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/21/2025

  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.

  The manager of this location has ignored my SET payment plan and has charged my bank account 3 times within a week without authorization. When calling the business the figure out what was going on I was talked to very disrespectfully and hung up on. I was not angry until I was hung up on. The manager herself ******* **** up on me 3 separate times. I have since contacted cooperate who keeps transferring me around without allowing me to speak to someone. I have been a loyal customer since 2019 and am appaled by the behavior the management is displaying and treating paying customers with.

  Business Response

  Date: 02/26/2025

  This is in response to complaint #********.  Thank you for taking the time to reach out.  The regional manager over the store has asked that you please visit the store and speak to the manager directly.  She can see how she can help you in the best way possible.  If you do stop in and still have questions or concerns, you can contact the regional over the store, ****, at **************. Thank you.  

  Customer Answer

  Date: 02/26/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22972895
  
  I am rejecting this response because: I have tried multiple times to speak with ******* and she doesn't have any response that explains why she deviated from my payment plan. She did say that she herself was the one authorizing the charges to my account. She did not speak to me prior to authorizing those charges and did not follow the set payment plan I have had for months now. I will not be working with ******* as she has proved unprofessional on all counts. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 02/27/2025

  This is response to the claim rejection.  The manager over the store has said that she has tried to contact you by text and by phone.  You can always call in and speak to ********* at the store if you do not wish to speak with her.  You can also call the regional over the store, ****, at our *********** ************** Monday-Friday 9am-5pm.  Thank you!!!
  
  

• Initial Complaint

  Date:02/10/2025

  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 had paid on 1/29 $69 ,20 to get it due on the 3 of each month. Then the box messed up. Returned it on Thursday Feb. 6. Couldn’t watch the box due to problems with it. I ask for a refund and they wouldn’t give me a refund. They said that they couldn’t. They could give me instore credit. I had to take 3 back do to not working. They said that they would call when the other box came in. They never called.

  Business Response

  Date: 02/11/2025

  This is in response to complaint ID ********.  Thank you for taking the time to reach out, here is what the manager of the store replied:
  

  I spoke with this customer.  They were offered a replacement box this morning, I spoke to them again around 5pm and offered them the new replacement box again or the option of a refund, ***** said he will talk with his wife and let me know as he really wants to get a replacement box 

  If you have any further questions, please contact our Home Office at ###-###-####.  Thank you!!! 

   

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair 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.

  Months and Months ago I communicated about not opting to be set up in automatic payments in which i spoke to someone who told me that it was a miscommunication regarding previous lifestyle customers && was taken off. Then, randomly my card began to be charged again without my approval of automatic payments once again.
  
  I communicated an issue with a stove I rented to ******* in which was arranged for pickup. Since then, my card has been charged TWICE without me even having merchandise from the company. I have communicated via ******** *********, the messages go read && ignored.
  
  The way this company handles business and the lack of professionalism is immensely insane. I have MONTHS of charges automatically being charged to my card even after revoking their approval to auto draft.
  
  I want the last 2 payments from the date of return/communication about return refunded to my payment method.

  Business Response

  Date: 02/10/2025

  This is in response to complaint ********.  Thank you for taking the time to reach out.  Here is what the store manager has replied with:
  
  This customer was not on autopay. I did refund the payments that she is disputing even though it looks like she had text in to pay. We picked the stove up on 2/6/25.  I have also reached out to her to let her know about the refund.  
  
  If you have any further issues, please contact our Home Office at ###-###-####.  Thank you!!! 

  Customer Answer

  Date: 02/18/2025

  It has been resolved. Thank you.