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.

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• 

  Rent 2 Own

  210 S Quarry St Bainbridge, OH 45612-9482

  
• 

  Rent 2 Own

  PO Box 547 Bainbridge, OH 45612-0547

  
• 

  Rent 2 Own

  313 Lafayette St London, OH 43140-9326

  
• 

  Rent 2 Own

  180 Heath Rd Heath, OH 43056-1107

  
• 

  Rent 2 Own

  115 W Main St West Union, OH 45693-1303

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:12/18/2022

  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 have two items I am currently renting out of the ********** **** store. There has recently been charges to my account that have not been authorized charges. My due date keeps changing without my knowledge causing late payments that I’ve spoken to them before about correcting where it isn’t corrected. My last phone call I authorized my card being ran for 68$ and the next day I had an unauthorized charge of 12 almost 13$. I’ve had double payments come out that I’ve had to have corrected I’ve removed my card from auto pay. I’m to the point my next course of action will be to file a police report for fraudulent card transactions because it’s reoccurring. I’ve attempted to understand how this keeps happening and I keep accepting the gas lighting and I keep accepting the excuses but now it’s time they take accountability for illegally withdrawing money from my account.

  Business Response

  Date: 12/20/2022

  I have reached out to the store manager in regards to the BBB complaint #********. This is what he has responded:  She called in and I spoke to her yesterday. This is over the
  2 dollar activation, we told her on the day of ordering that when it got here
  to the store we would activate it using $2 , she agreed to that and I asked if
  we were using card on file and she said yes we will. When it was wrote up 2
  dollars was ran on the card.  
  This is a Christmas present that we are still holding
  for her at the moment and she has not been charged for it again since
  activation 11/25/22.

  Sincerely,

  ***** ******

  Facility Manager

  dba/ Rent-2-Own

  Customer Answer

  Date: 12/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that’s not at all accurate this is in regards to multiple unauthorized transactions not just a 2$ transaction that I WAS NOT informed of or asked about. I spoke to a manager yesterday 12/19 and I was enrolled in something I specifically stated I didn’t want then was told I was automatically enrolled in automatic payments when I had never agreed to such but felt that to be a lie because if I was enrolled in automatic payments my payment would have been taken out Friday on it’s own instead of someone calling me on Saturday to take my payment of 68$ and some change. I just read a response of nothing but lies good thing I recorded the whole conversation you’re welcome to it if you like.
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 12/22/2022

  I reached out to the store manager again on the rejection to claim #********. Here is his response: I was who she spoke with yesterday. She was concerned about
  a $12 dollar charge, which was the club. I told her that it was on auto pay ,
  she told me that it wasn’t suppose to be on auto pay and she declined the club
  on the OLED switch. I refunded the club money back to her and took the club off
  of the account as well as off of auto pay. She stated to me on the phone that
  she had already contacted the BBB over the $2 dollar charge.  She has been
  on AUTO PAY on the kayak but always called to make her payment the next day,
  when the card didn’t go through.  She was also told when we special
  ordered the lite switch she originally wanted that we needed a down payment to
  order but since she didn’t pay the down payment she was told it would have to
  be ran when we activated it. $2 paid her first month. She talked to me after
  activation and ended up changing the lite out for the original oled switch ,
  which the same $2 paid for that one as well. 
  

  Sincerely,

  ***** ******

  Facility Manager,

  Rent-2-Own

• Initial Complaint

  Date:12/01/2022

  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 was in the hospital due to having a C-section which resulted in an infection, which resulted in an extensive hospital stay and being off work without pay, I told the store I’d try to start making payments as soon as I was released to go back to work, I was then harassed multiple times, multiple Facebook pages, multiple texts, the AirPods on my account were stolen out of my car, I gave the store the police report number and they refused to take them off the account… I have no problem paying but HARASSMENT IS NOT THE WAY TO TREAT CUSTOMERS

  Business Response

  Date: 12/09/2022

  I have reached out to the store manager ****** ****** in regards to the customers complaint #********. When there is not communication and the account becomes delinquent they take all means of trying to reach the customer. This is the response from the manager:

   I am sorry you feel
  that way about our company. And I apologize about your illness and your
  daughter's illness as well. But unfortunately this account is 60 days past due
  and we have been patient and trying to work with you on getting this account
  current, but at this time we feel for both parties to terminate the
  agreement and pick up the merchandise.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:11/16/2022

  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.

  This business gave me an amount for an item to pay off when I was told this I asked would I be allowed to return in the future once this was done ***** an assistant Manager said that *** the store manager said that i could but I was told today by someone named ******* that they lied and they won't reopen my file

  Business Response

  Date: 11/29/2022

  I reached out to the store manager *** ***** in our Louisa KY store. Norman Staley has had a few accounts with them in the past. He rented a laptop and when it was late it was returned to the store and was damaged and unrepairable. The laptop had to be charged off. Then the other account was for a set of tires, again the pay history was not good and the store had to take a reduction in the sale to help him out. Norman also had a TV with a PS4. Again the pay history was not good and the same thing happened and had to take another reduction on his account. The history of his past accounts and payments is why they will not do business with this customer.  The store took losses on the prior accounts.

  Sincerely,

  ***** ******

  Facility Manager

• Initial Complaint

  Date:11/15/2022

  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 got a washer and dryer in September of last year, I paid it off in February. The washer went out this September, they took weeks to come out to repair it, but they took my washer and have not given it back since. It's been 3 months.

  Business Response

  Date: 11/18/2022

  I contacted the store manager ****** ******* on the complaint #18408109 with ****** ***** - Rent2Own. They had the motor which was need for her washer on order. The washer arrived on Wednesday and has been repaired. They are reaching out to the customer to set up a date to re-deliver the washer back to customer. The motor was on back order and caused the delay in the repair.  The part was ordered on 10/3/22 the same day they picked the washer up from the customer. 

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:11/10/2022

  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.

  When we had started our purchase with them, they had a deal on their website that we would only have to pay a certain amount for the first week and if you sun the wheel, you would receive the discount that you won. We were not allowed to use either one towards our purchase for one reason and another. We were also given merchandise that was very dirty and sounded like they needed serviced. We were told they were brand new and had just received them. We were told that they would deliver them, but we had to go pick them up. When we got them, I had to clean the washer before I could use it and it had a grinding noise as if something was going to break and that was without anything but water in it. The dryer was very full on lent and smelled like burning hair when you would run it. The drum also made sounds as if something very heavy were drying in it even if there was nothing drying in it. Also, while my husband was there picking up the merchandise, the manager told him to "shut up" because she was on the radio. After coming home from work and seeing the condition of the merchandise and trying to clean it, I called the store to speak to the manager about all the issues. They were supposed to send a renewed contract for the "used merchandise" but never did and we were still charged full price for them. They said they could send a tech out to fix them or send a new set but that would raise the price to more than we were paying already. I called corporate twice to try to talk to someone but I was transferred to 2 different people and no one ever called back. From what I heard, they had to fire everyone from the Marietta, OH store because there where other customers receiving the same treatment and had same issues. Today, they ran one of my cards which was not the one on file nor were given permission to and took off the remaining balance that I didn't want to pay until I spoke with someone about all of this. We had already given back the merchandise weeks ago.

  Business Response

  Date: 11/29/2022

  I apologize for the delay, the manager for the store has been out. Yes we have had some management changes with our Rent-2-Own store in the Marietta location. ****** ********* is the current manager and I reached out to her on the issue. She said she had spoken to the customer awhile ago and did reduce the price and gave free time for the inconvenience. Since then the account has went extremely late and she tried to call several times and was unsuccessful with contacting them. The account manager handling the account worked with the husband and did offer more help with free time so they could keep the washer and dryer. The agreement was set on autopay where it will keep trying to collect what is due until it is brought to a current status. ****** is there to help them if they would contact her at the store and she would be happy to work something out with them.

  Sincerely,

  ***** ******

  Facility Manager

• Initial Complaint

  Date:10/30/2022

  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 authorized the Wilmington, OH to use my card as a one time payment but didn’t ask them to keep my card info on file. On more than 1 occasion now they have run my card without my permission and have costed me to be late on more important bills than the bill for my bed. These people are constantly contacting me and calling even after I text them back to the point during their business hours I can’t even use my phone. I’m constantly having to explain myself after I tell them I had to pay a more important bill and will get their payment later and they ignore it. They took money out of my account this time and now I’m short on rent this month on my home. I’m beginning to get extremely upset about it because I never gave them any authorization to remove any funds from my account in any amount except for once.

  Business Response

  Date: 11/03/2022

  I have reached out to the store manager **** ****** on complaint # 18335489 with ********* ****. He said the customer has been over 3 weeks past due on his payments for his rental agreement. They visited his address and he paid $50.00 and agreed to return the headboard and keep the mattress and platform. He said he would pay the following day when he was paid from his job. He broke the commitment. The store contacted him and he agreed to have them run the payment and agreed to have it put on auto pay so he could keep the bed. The auto pay card kept declining, it will keep processing for payment until the payment is made and brought current. It was a week past due and the payment went through on the auto pay 10/29/22. They reminded him he was on auto pay and he didn't reply back. Since the complaint he has account has been taken off of auto pay. He can stop in or call in and speak with **** ******. He is willing to see what can be worked out with him.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

   

• Initial Complaint

  Date:10/21/2022

  Type:Billing 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.

  Rent 2 own Towne Blvd Middletown ohio took money out of my bank account without my permission! Never been on any kind of auto pay ever. They overdrew my bank account on 10/14/22. I also got a letter dated the 10th saying account was terminated but still took 206.12 out of my bank account. The disrespect and harassment has been unreal. I have tried to give back merchandise but want my money back in my account they had no right to take ever. Then want to say they will bring a signed receipt that they put the money back and pick up washer and dryer. Showed up no receipt and didn't take washer and dryer and tell us we are paid up to 11/10/22 which they took illegally out of my account. They can have their merchandise we just want our money back. They talk to you like a dog and text and call everyday. Then yesterday got a scare letter from their lawyer saying.our account is terminated to give stuff back immediately. If that was true why tell us that the money you took without or permission that we are paid til 11/10/22. All we want is our money returned that took without permission. We was told in the beginning that our card was just to be on file so that we could text pay with last 4 numbers on card and no money would be taken without our permission per ******. However they overdrafted our account t 206.12 plus 37.50 overdraft fee. We are already apparently struggling and they have make it worse and could careless. The are extremely unprofessional. ***** is the most unprofessional and talks to people horrible. I just want it over with and they can have there stuff and I want my mo ey back. I have too much going on in my life to even have to deal with this.

  Business Response

  Date: 11/01/2022

  I reached out to the store manager ***** ****** on complaint #18251410 - ******* *****. ***** has been trying to get in contact with both *** and ******* twice in the last few days. He is going to refund payment and try to set up a day to pick up the washer and dryer. He has not been successful in contacting either of them. Please contact the store and speak with ***** ******.

  Sincerely,

  ***** ******

  Facility Manager

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/18/2022

  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 have $28 payment left to make on this account which probably consists mainly of nothing but late fees. I have never been as late on my account as I have been now. Today the branch manager **** contacted me for payoff which I have been speaking to them about, and I told him to contact me at 5:45 p.m. for payoff. When he contacted me I told him I was transferring money over to my card. When I transferred the money over it said that it would be available tomorrow morning which is October 19th. When I told him that he was quite rude in his response back to me through their messaging app that they message customers through and accused me, made accusations of me making him wait all day and that I knew that I wouldn't be able to make payment until tomorrow. He asked me why I would do that if I knew that payment wasn't going to be able to be made until tomorrow? I was completely thrown off as I have been in touch with him and I told him that I just put the transfer through but that the deposit will not go through until tomorrow. I did not expect his rude response and do not appreciate anybody let alone a branch manager speaking to a customer that way. I cannot believe that a branch manager would think it's okay. Anytime I have spoken to anybody other than Jeff at that location they have been rude. There was an incident several months ago with a female who was really rude to me and I filed a complaint then. I do not understand why they would think that they're going to get something resolved by being rude. They say it's only $28 but I literally just got my car out of the shop and literally just told him that the funds will be available on my card for them to take payment tomorrow morning when they open. I want you guys to see and to take a look at what he said to me on your guys's messaging app. And you tell me if you approve of his customer service? He may be a branch manager but everybody knows that you shouldn't have poor customer service and treat people badly!

  Business Response

  Date: 10/27/2022

  In response to the complaint # 18243070 with Rent-2-Own from ***** *****, I have checked with the store manager. He has shared with me and I have attached ***** *****'s payment history on his account. The payments on the account were late every payment except for the first one. I can under stand the frustration on the manager part. Especially with several of them since May were more then 30 days past due. Thank you for paying your account in full. 

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own 

  Customer Answer

  Date: 10/27/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18243070
  
  
  
  I am rejecting this response because: 
  
  Really? We all know that it can be frustrating when a person makes a payment late. That is not the point here as the issue with the payments being late has been addressed and yes I am somebody that has paid off the account in full. It is however very unprofessional that you are not addressing the difference between a manager being frustrated and then being completely disrespectful to a customer. Perhaps you should read some of the communications and address it from there to see what it is I'm talking about. At no point in time should a customer being late on payments excuse a manager treating a customer poorly or badly to the extent that he did! It is by far way more concerning knowing that you are also trying to disregard what the employee has done. By the way no all of my payments have not been more than 30 days late! Frustrated or not, my account was paid in full. It's okay for a company and employees to be understanding but at no point in time is it okay for them to communicate with me as a customer via text message the way that I was communicated to. Perhaps I need to put these communications out there for others judgment? I am simply trying to notify you guys and you are making excuse for an employee's behavior. Business is business and when money is owed to a company by somebody that is completely understandable. There is a difference between owing money though and not knowing how to conversate with the person. If you are going to excuse your employee who did something wrong with a customer of almost 2 years that at the end end up paying off their account just because of late payments, then that is very alarming! People do not get a get out of jail free card to do and say whatever they want because a customer is late on payments. And that's what you're trying to make it sound like. That's terrible
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/30/2022

  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 purchased a bed frame the last 2 weeks of July as we were moving and I needed a bed frame. The bed frame I choose was slated for the mattress. I came back to the frame and when I was going to set it up parts were missing a lot of parts, some screws in the legs and the slates. I called and they gave me a screw, and the slates were missing was told they were in the back of the frame. They were not. I told them I was sold this on the purpose it had slates. They said we don’t sell those. I said it came with them. They couldn’t find them. Then brought a platform to my house that I told them I didn’t want because I didn’t want that kind of bed first off and second I wasn’t paying for it . They said they would deal with it. Then I called to pay off my acct and they said they can’t give me a platform. I told her that now she’s wasted a lot of my time and money because I have to drive an hour to give it back. After I told her In the first place to avoid this. So now I have to drive an hour back to give this this I never wanted back because I was told they would deal with it and that there store manger called to tell me and he never did. They just planned on charging me for it without me consenting. I also NEVER signed a contract for that platform, they just brought it here.

  Business Response

  Date: 10/07/2022

  I have been searching for ***** ******** account within our Rent-2-Own company. I have searched in 5 surrounding stores and I do not find an active or inactive account for the consumer. I think she may have us mixed up with another rental company. If she could provide the address to the store she is having issues I can check into getting a solution if it is with our company.

  Thank you,

  ***** ******

  Facility Manager

  Customer Answer

  Date: 10/17/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18150325
  
  
  
  I am rejecting this response because: it is under my husband’s and is name ******* ****** and it is with the heath Ohio store 
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 10/27/2022

  In response to the complaint for ******* ****** # 18150325 I reached out to the store. They did say that the customer has been waiting and having issues getting the proper slats that they requested. They did order the parts for the and took awhile to get them in. They did come and pick up the slats and parts, returned the platform and seemed to be satisfied. We apologize for the delay in getting them the proper parts. It takes longer these day for items arriving in a timely matter.

  Sincerely,

  ***** ******

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:09/22/2022

  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.

  My daughter and her boyfriend rented a computer from the circleville Ohio store. And every time they are late they go Though Facebook and Instagram asking for payment or they are going to pickup and they have people my daughter doesn’t know sending messages to her Facebook. I think this is a bad way to do business. Texting five or six times a day plus the messages

  Business Response

  Date: 10/07/2022

  I spoke to the manager on this customer complaint. They have to try all means of trying to contact the customer to speak to them about their past due payments. All they need to do is call the store and speak to the account manager or the store manager. Avoiding their attempts to call about their account is why this happens. Have them contact the store.

  Thank you,

  ***** ******

  Facility Manager