Complaints

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:08/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On March 20th 2023 I went into Ez rent in schuykill haven to own to purchase a vehicle after explaining my current situation with another car lot. I went with a 2014 ***** *******. The car lot seemed like nice trusting people , I put a total of $2450 all together down which included a $250 first payment. On Monday August 28 2023 We called to make the car lot aware that the engine light was on and they told us call the garage . We called them and brought the car out to the garage on 08/29/23 . On 08/30/23 the garage called and said the timing chain in the engine is broke and the cost would be $3000 . In 5 months the engine is basically no good and this is deja vu of my old car lot . We called the car lot explaining to them what has happened the girls who answered the phones were highly rude even refusing to give the owners names or let us speak to them . They gave us some story about milage but in the beginning while purchasing we were told 16,000 miles after that they don’t fix it . Its below 16,000 miles . Asked if we could repair and do payment plans the girls cocky said NO . Nonetheless a car should last longer than 5 months minus minor repairs . This is so upsetting especially seeing I explained my exact situation with my other car lot selling bad cars. On top of that I just buried a family member this month and now am without a car again for my kids and family and medical appointments that I desperately need to get to for my autoimmune and my husband will lose a very good Job opportunity. I would love to resolve this matter amicably. Either setting up payment on the repairs or exchanging for another vehicle with same quality as the equinox that runs .

  Customer Answer

  Date: 09/06/2023

  I have been in contact with the owner he has been looking into everything wrong with the car . So far communication with him is going good . If problems persist i will update. Im hoping to have a full resolution soon. 

  Customer Answer

  Date: 10/04/2023

  I received your message regarding my complaint and the business not responding to you guys . The business contacted me and this issue is still unresolved. The car is still broken and now completely dead . Also it is giving off terrible fumes and I have told them numerous times about it . They attempted to fix the problems but nothing is fixed and i have documented it all and they refuse to replace it with another car all while still expecting payment.  Like I said the car is a complete lemon and unreliable and probably unhealthy to be driving when it was driven. Everyday since August this has needed repair after repair and not minor ones . And there is so much more to this story now that has happened . 
  
  I am not sure on which steps to take next or who to contact . But upon further research there are many reviews stating the same problems I am having with both the car lot and their garage for repairs. As early as 4 days ago someone posted a review and as far back as 5yrs ago . 
  
  I did message the business again today to let them know the car is completely dead now and I have yet to hear back from them. I have asked for a replacement car today or a refund of my money . No response yet . Something is not right here . It should not need this much work , sound this bad and smell , leaked all its oil out  and now even completely dead not running. The car is no good at all and I have tried saying that over and over again . Even their own mechanic has said that the car needed so much work when it was first bought by them just to put it on the lot for sale . The car Is not fixed never was properly and now dead and useless. 

• Initial Complaint

  Date:05/23/2023

  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.

  So I purchased a vehicle from EZ rent to Own on 2/18 for the amount of $3,000 down and an additional $600 on car insurance they required me to purchase insurance from them. I have been up to date on all my payments except for my payment on Saturday 5/12 in which I called the location and spoke to *** a sales rep and told her I was having a family emergency and would like to know if I can make my payment on 5/20 she stated that was fine and said she was adding a note on my account. Saturday morning I called about 17 times to make my payment and no one was answering I waited a little bit more assuming they were busy and next thing you know my ring camera starts going off my car is being taken. I had the 2 men call the owner and told her I can pay the $250 at that moment and she said I can’t to come in on Monday to pay the $250 payment and the $250 repo fee to get my car back. Now on Monday they start telling me I have tickets inside the car that must be paid before getting the car I paid all of the tickets off and sent proof. They never responded nor answered my calls. Tuesday I called they said the car was in service and I can come in the afternoon. Now I text around 3:26 asking what’s going on and they call me saying my lease is being terminated for going over a mileage cap which was never discussed I was paying a vehicle off to own it not renting it there should be No mileage cap. Now they are saying I have to pay them to retrieve my personal property which is highly illegal and would not even allow me to make the past due payment nor pay the vehicle off in full. They have done this to multiple people and basically take advantage of people in economic hardships to then leave them with nothing. I have invested over $9000 into this vehicle and fixing the damage that they sold it to me with and am left with no help no nothing this is extremely difficult for me being a 23 year old nursing student which I am single mom of 2. I have no family in Pennsylvania and I’m stuck.

  Business Response

  Date: 06/07/2023

  In regards to ******* ******, she did begin a lease with us on 2/18/2023. According to the lease she was supposed to pay every two weeks. The last payment that we received from her was on 4/28/2023. When we picked up the vehicle she was two payments behind. She was in violation of the lease when she became 5 days behind. We gave her plenty of time to make the payment, which she did not. As far as the insurance, she did not have insurance when she came to get the vehicle, so we provided her with some agents that we recommend. We do not sell insurance here. Yes there are certain insurance companies that we take, but it was her choice to go with the one that we recommended. 
  When we went to get the vehicle she refused to give the keys up. When we got it back to our facility, there were outstanding tickets in the vehicle. We had also contacted her previously about tickets that she had gotten. 
  Because it is not a locked in lease, we have the right to terminate the lease if she violates it, which we exercised that option. 
  As far as the fee to get anything back she did sign a paper that says if the vehicle is taken for there is a $250 fee. 
  any reason 
  I have included all the paperwork that ******* signed when she picked up the vehicle 
  Thank You 
  
  

  Customer Answer

  Date: 06/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have my **** camera set up outside which collected all the footage of the day they came to get the vehicle. Another thing I was 1 (ONE) payment behind. In which I had called them and told them my great grandmother had passed away they stated they were making a note on my account and would give me an extension. Saturday I missed my great grandmothers  funeral due to them coming to get the car. Ontop of that all I have my phone records with calls from Friday as well as Saturday to make my payment their phones where supposedly messed up in which they told me when the tow guy contacted the OWNER (****** *******) and she stated they could not take cash and that I can come in on MONDAY to catch up on the $250 payment and get my belongings back. I live an hour and 28 minutes away and all of my family is in New Jersey and I have no resources to even make it out there since then I lost my job. My kids have not been to daycare etc.. due to the complication with EZ Rent To Own if you review their ******/**** reviews this has happened to multiple different people were they woke up and their vehicles where gone with no warning. I hope I can either get my down payment back or my vehicle back… I have a set of $500 brand new tires $113 breaks/rotors just sitting in ********* Scott Township as well as maintenance bills on the engine also purchased a couple of parts needed to clear certain engine error codes on they vehicle. 
  

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

  Business Response

  Date: 06/20/2023

  In response to ***************** response, her car was taken because she did not make the payments (2 payments behind) Per the lease agreement, there is a 5 day grace period and the vehicle can be picked up after that. There is no other reason but that.  Like it was stated before, it is not a locked in lease, so we chose to end the lease because she was in violation.  

  Customer Answer

  Date: 06/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The US attorney general as well as a private lawyer ******** ******** have began assisting me with the case at a legal matter. This place is a fraud, lying about what happened and it’s insane how they take advantage of people my payment was 1 payment behind I have bank statements to prove it. They also took my children’s socials and birth certificates within the vehicle. I have lost my job, and income due to this situation and am stuck home with no family in PA to help me I gave them the option to either return my vehicle as promised by the owner ****** ******* (caught on camera) or Return my deposit so I can try to get a new car! Reason for suit is :
  The Cause Of Pain and Suffering 
  Theft of Property
  Identity Theft 
  Slander 
  False Accusations Against Consumer 
  
  Regards,

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

• Initial Complaint

  Date:12/17/2022

  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.

  Dealership failed to follow their lease agreement. Car was repossessed and listed for sale before dealership tried to reconcile the issue with me. I’ve contacted them multiple times via email as I wanted proof of conversation. They have failed to respond. They have failed to send me the amount that is owed. I’ve sent them a final email and demanded an answer of the amount due.

  Business Response

  Date: 01/19/2023

  *******,

   

                  Sorry I thought that this was answered.  We have terminated the lease for ****** because he was two payments behind.  Per his lease we have the right to end the lease if he is in violation, and we chose to do that.  I am not sure what else there is to say about it.  He didn’t make the payments, we took the vehicle back and chose to end the lease. 

• Initial Complaint

  Date:10/18/2022

  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.

  On October 7 I went to easy rent to own and paid $1525 for a vehicle and after I signed all the paperwork I went to drive off I got maybe 20 minutes 25 minutes away. Lights came on in the car I then called them back they told me the garage closes at four the garage could be left a voicemail so I left the garage a voicemail. I called them on Saturday, October 8. I called easy rent to own back October 8. That’s when I was informed the garage does not open on Saturdays the car started making sounds, I finally got in touch with them on Monday, October 10 and I set an appointment for that next day at 12 PM. By the time I went to get the car to them. A light came on saying low oil turn off engine. I called back. I then took the car to Valvoline. They said there’s nothing wrong with the oil seems to be fine I left , the car started gradually slowing down it wasn’t going over 50. I called the garage that easy renter only told me to call back told him what was happening. I took the car to ********. I got all the codes it was a lot of codes they said that car shit and it came off the lot. I then called easy Rent-A-Car back. They told me they have nothing to deal with it. Now I deal with the garage Called the garage back. They towed the car on Wednesday and I have not received my car back as of yet they told me they fixed everything on Friday but now it’s another problem they think it’s computer. Not sure today is 17 October I called EZ rent to own back. They told me I still am responsible for a car no payment I have not had a vehicle. I’ve asked if they could switch me into another vehicle. They are declining. The Garage does not know when they will have the car fixed , I’m out $1525 and no vehicle and they do not want to help me. They told me ask the garage for rent to until the car was fixed. Garage said they don’t have any on their lot so I’m paying for ***** and **** to get back-and-forth to work, and I had to call off once because I have no transportation . Can you help

  Business Response

  Date: 11/29/2022

  ******* so sorry I haven’t gotten back to you regarding this complaint.  ** **** was supposed to notify you that this matter has been taken care of.  We ended up helping Ms Deas get into another car.  Sometimes customers don’t’ understand that there are steps that need to be taken before we can do that.  She is now in another car and all is well.  Again sorry for the late response.  Have a great week