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:09/17/2022

  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.

  These people stole money from my moms social security card after she di**. Super shady all around. Found out they charg** her like $1600 for a $400 tv anyways. Would give them 0 stars but they don’t let you do that for some reason. They found out she di** somehow and that next day they charg** her card until it wouldn’t go through anymore.

  Business Response

  Date: 10/12/2022

  ** that was living with his mother is the one that called the store and talked with the manager and said to run the card for these transactions. The manager would not just run the card. It was ** that called in to run the card. 

  Sincerely,

  Nancy D

  Customer Answer

  Date: 10/12/2022

  I am rejecting this response because: so would absolutely never authorize payment on a credit card that was not mine. I called one time weeks before she passed away for them to come and pick the television up and they never did. First and only contact with the business. I would never authorize $800 and multiple payments. This response from the business is a joke 
  
  
  
  Regards
  

  Business Response

  Date: 10/13/2022

  I reached out to our accounting/tech employee to future research into the customer complaint. Our in house system was not showing the 350.00 transaction. The tech had the ability to pull the credit card transaction history for the Hillsboro store for the card ending in ****. The card number which the transactions were done for **/****** ***********. He did indeed find where a 350.00 transaction was completed on 8/8/2022 for the 350.00. We do not know how or why this happened, it never came over into our in house system. The transaction was refunded today for the $350.00 and should appear back into card account in 3 to 5 business days. I want to apologize for the error and the auto transaction. If you have had other transactions like this please send the information over for us to dig into now that we know this has happened.

  Sincerely,

  Nancy D

  Facility Manager

  Rent-2-Own

• Initial Complaint

  Date:08/24/2022

  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.

  We rented a washer, a dryer, and a refrigerator off of rent to own.
  We expected to deal with the same person in our contract, but we have dealt with SO MANY PPL working th contract and all which have our card information.
  There next level of stalking and harassment is unreal. They call off of a different cities phone number all the time. I was in a ICU making medical decision for my mom who was on life support, and they cornered me, and took advantage of my vulnerability and backed me into giving them my card over the phone, and that was just last week. Then amounts being declined started happens. In multiple amounts. We have made sure we paid them SOMETHING once a week.
  But they still continue to use our cards against our permission. We never signed or agreed for them to leave a card on file. We always resorted to paying with cash (even ******* a employee) pointed out we're cash people, because we started noticing fraudulent charges appearing off our cards in various amounts. I have screenshot of my bank statements. The last attempt on my card was tried 5x all denied because it was right before my pay day. All five times were different various amount they tried charging my card til it went through.
  They got 448 dollars off my card, then they say they never charged my card (in a text message) and I have the proof.
  Also, there DELIVERY DRIVERS. Are high 100% of the time. They came to remove my washer and dryer for repairs and flooded my whole bathroom and left the water there. With out notifying me that the water was on my wood floor in my bathroom and it is now DESTROYED. WARPED, MOLDED, AND DANGEROUS. Twice. TWICE! HAVE TWO SEVERE ASTHMATICS IN THIS HOUSE. AND TWO AUTISTIC CHILDREN UNDER THE AGE OF 10.
  Mentally 5 people have beat me down with constant reminders of lawsuits and cops over the refrigerator that I've been paying on for over a year and they tell me it's still the original price it is when we signed contract.

  Business Response

  Date: 08/30/2022

  I apologize for the delay, I was out of office on vacation. I did reach out to the manager on this complaint with Diana Cox. Said did have the customer come in and spoke with her on the issues she was having. Cassie Roberts the store manager did remove her account from the re-occurring auto-pay system. She also deleted the card information from the file. She was able to verify 2 payments had been paid on the card she provided. She paid one week and the account was them moved to be current and got her back on track for the $44.00 weekly payment. 

  Thank you,

  ***** ******

  Facility Manager

• Initial Complaint

  Date:08/10/2022

  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 name is ******* ******* and I am contacting you concerning a serious issue with my local rent-2-own store located in Russell, KY. My wife got sick so we fell behind a bit on payments. She and I work as a team for several cleaning companies in the Virginia Beach area.
  
  I ended up speaking with the company about 2 weeks ago and agreed to pay $62.50. They instructed me that I still had another $62.50 that needed to be paid soon and I told them I would get it paid within the next week. Then all of the sudden, about 2 days after I paid the first $62.50, a payment of $68 was taken from my account WITHOUT MY PERMISSION! I guess they had taken it upon themselves to add the last card I had used to make a payment to autopay? I contacted them about this issue, and they said it was a misunderstanding. I explained that this could not happen again bc I had just enough in the account to cover my phone bill and when they took the payment without my knowledge, it caused my autopayment to be denied and cost me money. Plus, the card they took the payment from is a shared account between my wife and mother n law, and she did not give permission to use this card for autopay!
  
  Then, about a week later, a 2nd payment of $30 was taken from my account AGAIN, without my permission. This time, it was my mother n laws money. She had just put funds in the account to cover her car insurance payment and when she realized that Rent to Own had taken her money out of the account, she was quite upset! She had to go to town on her day off and add funds back to the account which ultimately costed a fee plus gas and the overall cost of the $30 payment which she had cover.
  
  With my wife’s Health issues and being out of work, we cannot afford to have payments taken from our account without our permission. We were not offered an apology, only that “they needed to get their payment somehow”. They said it would not happen again but they said that before. I still have the text. Please help!

  Business Response

  Date: 08/24/2022

  I reached out to our Russell store manager ****** England about the complaint from ******* *******. He was able to void and refund the card back for the 30.00 payment. The 68.10 payment is not voiding in the system and can be applied back to the card. ****** is happy to refund the payment but ******* will have to come into the store and speak with ****** and he can give it back to him in cash. He did say the mother-in-laws card number has been deleted out of the payment system and no future transactions can be processed on it. Please stop in and see ******, he can assist ******* in regards to his account.

  Thank you,

  ***** ******

  Facility Mgr.

  Customer Answer

  Date: 08/31/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17701468
  
  
  
  I am rejecting this response because: I do not feel that refunding the payments fixes the issue at hand. When the payments were taken, it caused other payments that were supposed to be coming out of the account to be returned, such as our phone payment and my mother-n-laws insurance payment. This costed us both extra money due to the payments being returned plus the fees to add additional funds back to the card. I also lost service on my phone for the entire day, because I had to add funds back to the account to cover my phone payment. I have proof of this and can provide it if necessary. My phone payment is set on autopay, which I receive a discount for. When the autopay did not go through, I had to add money back to the account (which cost a fee) plus pay an extra $15 which is the additional cost of the plan if you do not use autopay. My mother-n-laws situation is very similar. She had to jump up on her only day off, and drive 6 miles into town just to put funds back onto the card to cover her insurance payment. All of this cost money and time, not to mention that it was a huge inconvenience! My wife has been ill and recently had to have a very serious surgery. When I messaged Rent-to-own about making a payment, I told them what was going on and that I would pay what I could for now, then I plan to pay it off in September. I ended up paying half of the balance due at that time. Just a couple days later, my phone got shut off. I contacted the phone company and was very upset because I thought they had messed up my payments. When they attempted to take the payment from the account manually, that is when I realized that there was not enough funds on the account, because Rent-to-own had taken a payment without my knowledge. I messaged the company and it took a couple days before anyone responded and stated that it was a misunderstanding and that they could refund the payment if needed. Instead of ending the message with an apology, they ended it with, "But we do need to know when your going to be making another payment!" Even after I had just explained my situation to them and had just paid half of the balance due on the account. I allowed them to keep the payment, because the damage was already done and it was already a huge mess. So I allowed them to keep the payment, hoping it would satisfy them for a few days. I CLEARLY EXPLAINED TO THEM THAT I DID NOT WANT ANYMORE PAYMENTS TAKEN FROM THAT ACCOUNT BECAUSE IT WAS A SHARED ACCOUNT, and they assured me that the card had been removed from the account and that no more payments would be taken. Then that following Sunday, they did it again! I ended up having to get them to refund the 2nd payment of $30, because that was not even my money, it was part of my mother-n-laws insurance payment. ****** was not very happy when I requested that the payment be refunded. He said, "Well we need to know when were getting our next payment?" I explained the situation to him AGAIN, about my wife being ill and us being out of work and instead of him trying to work something out with us during this difficult time, as all other companies have, ****** said, "Well, we don't work that way, you can't just pay whenever you want." he even went on to say, "Well that is one of the stipulations for you to have an account with us, is that you have to be employed." I told him, "We are employed, but we are currently out of work due to my wife's illness!" I explained many times that "we work as a cleaning team for a multitude of companies out of Virginia and since my wife is unable to work, then I am also out of work." She is currently on medical leave, and I am out on an exception, because we work as a team. We can return to work when she is able, but that is just not possible at this time. I felt it was very unprofessional for him to be speaking to me in this manner, especially considering that they had been illegally taking payments from our account! I felt he could've at least apologized or showed some type of compassion for our situation. I do understand that people have bad days, and that he has a very tough job! ****** has always been very good to us which is probably why I was so surprised when he didn't show any compassion for our situation. Either way, refunding the payment does not help to cover the additional cost from our other payments being returned, not to mention the heartache of having to deal with my mother-n-law and the loss of the funds from our accounts during those days. I feel the company was completely uncaring about our situation and showed absolutely no remorse for causing us these problems. The amount of money and fees it cost for our payments to be returned might not seem like much to some people, but when your out of work and your wife is sick, every dollar counts! I am requesting further assistance and compensation for this issue. I also feel that ****** should have a little more leeway when it comes to sudden financial loss due to medical issues, as well as a better of understanding of how to handle situations like these. I never wanted to say anything negative about an employee or a company, which is why I am hoping that we can solve this issue through this service. I really appreciate any help you can offer.   

  
  Regards,
  
  ******* *******

  Business Response

  Date: 09/14/2022

  The manager was able to refund the 68.10 on 8/30/22 as the payment history showed, but it could not be applied back to the bank card because it was ran at the store and not as an auto pay. The system will not allow this. The manager has it holding in the store for the customer to come in and pick up. And the account is now 45 days past due. The customer needs to come in and speak with the manager to work out a plan to get your account current. He can then be handed the money for the payment that was backed off of his account. I apologize for the miss-communications on the stores behalf, the account will soon go into a collections status if nothing has been set up with manager and the customer.

  Sincerely,

  ***** ******

  Corporate Office Facility Mgr.

• Initial Complaint

  Date:07/19/2022

  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 took over my sister's account after her passing and it's been nothing but a hassle. Recently I got covid and had some issues with my heart. I have under went multiple heart procedures,tests, and surgeries. I am still in the hospital at Cabell in Huntington, WV. I have told this to rent 2 own about me not being able to make a payment yet, and still trying to figure out if I should continue with the product or return it. Unfortunately there's not a lot I can do while I am in the hospital on the cicu floor. I have explained this to rent 2 own multiple times, I will make a payment, but I just need some time as I am still in the hospital.

  Business Response

  Date: 07/21/2022

  I have reached out to the store manager and regional in regards to the ********** ******* account and with her struggles. She has had a series of financial issues. Times are tough for a lot people today. The regional manager and manager have decided to pay it forward and pay out her account. We value our customers and hope *****s health recovers soon. This is one less thing for her to have to worry about.