Rent 2 Own

Ms [redacted] , you can contact the store and speak to Whitney or Carrie about bringing in your computer for our service department to check it out If it is a software issue it can be fixed easy and given back to youIf it requires parts to fix we can contact you for the price of them to see if you want it repairedThe computers have been paid out for and yearsAnd the warranty for them have expiredWe will cover the labor for the repair this time Sincerely,Nancy D***

We have worked out a satisfactory agreement with the customer on this complaintThe customer’s payoff balance was $We offered to the customer to pay off the agreement by Saturday 10/29/for $and we will mark her account paid in fullThe customer did come in and paid the $payoff.Thank you,

I have reviewed the rental agreements for [redacted] and the Milford Rent-2-Own storeShe did have laptops she purchased from the Milford store through the Rent-2-Own rental processOne of the laptops in question was paid off on 7/23/and the other one paid off on 10/3/We service all products that are still on rent for our customers, but once they pay out we no longer service them The Club program we offer will extend the service warranty on any product that has paid off only during the first year after it's pay out dateAnd [redacted] does have the club warranty plan So the club extended warranty service for her computers ended on 7/24/for one and 10/4/for the otherSo both of them have been paid out over the year allowable time frameWhile her computers were on rent we did service her computer times and provided her with a free loaner on both times while her computer was getting fixedBoth issues were software relatedI believe this is a communication break downThe manager, Carrie B [redacted] was going to try and reach [redacted] by phone.Sincerely,Nancy D***Facility ManagerCountryside Rentals, Inc

The reason I am rejecting this is because they have known about this cord not being the right one for awhile and all they kept doing is giving me the wrong cord and now my computer is fried and they don't seem to careI have several of witness that can verify what I am saying is trueI mean they don't take care of there customersIf u need paper documents just let me know and I also have written letters from other customers that have had this problem so all I want is another computer to the same quality of what I had Complaint: I am rejecting this response because: Regards, Brandy Ernst

This entire process was misrepresented to me. I was told different things by different people. I was definitely told that as long as I was renting ANY item and carrying that insurance that everything I had would be covered. I've spent thousands of dollars on those computers and they all quit once they're paid for. I do a lot of business there and have/had plans of doing more. I like the people that work there. I sent this computer to be fixed - I was told it was fixed. I brought it home and now you can't even turn it on. I sent it to be fixed for a fan problem, now it's requiring administrator passwords. RTO did this and they need to be responsible for further damaging it. I was advised to try to take care of the issue this way. This is too much thrown away money and I don't know about you but I sure don't have any to just toss out.

[redacted] is a customer with our Marietta Rent-2-Own storeShe has rental agreements with themThe 1st agreement started 1/23/for a washer and dryer and it is almost paid forThe 2nd agreement 9/18/for recliners and a sofa and the 3rd agreement started on 3/17/ for a 32" TV [redacted] usually makes her payments with debit cardIn April 14th, her card was ran for $to bring her account currentThe accounts are again behindThe store has left several messages and door hangers for her to contact them about her accountMike V [redacted] has seen [redacted] at the Family Dollar store a few times and ask her to stop in and see him about her accountHe is willing to help her with getting back on trackShe never came in or has not responded to any of the messages left for herThey ran her card yesterday for the balance owed on her agreementsI spoke to the manager today and he backed the payments off her account and applied the refund back to her cardThe agreements as of today are days lateMike the store manager is willing to help her outShe needs to stop by the store and speak to himHer washer and dryer is almost paid in full and he doesn't want her to loose itSincerely,Nancy D***Facility Mananger

The Lancaster store manager Jeremiah G [redacted] has been trying to get in contact with [redacted] in regards to the issues with his accountHe did stop into the store this weekendThe rental agreement for the bedroom was lowered the $weekly rateThey also agreed upon swapping out the recliner and the couch for a new set at the same rate they currently have The customer was statsified with everything when he left the store.Sincerely,Nancy D***,Facility Manager

I find it funny that it's ok for me to constantly be lied to [redacted] has not called me multiple timesAnytime I have one missed call from r2o I call back asap I was told weeks when my couch was picked up by [redacted] I was also told weeks when I called in so once again that's another lieSecondly I was never given any additional discounts I was told payments I made even before my couch and love seat was ordered would go towards my couch and love seat by ***I've been lied to so many times It is very apparent that [redacted] is not familiar with what her employees tell there customersYou said I was given a discount on my sectional but was notYou said [redacted] has called me multiple times and has not you said I was given a discount greater than and was not I been making payments before it was ordered You said you never tell customers it takes two weeks which I was told multiple timesIve been lied to .the only time I get a call back is when my payments due [redacted] is rude and condescendingI also never got my call from the first email..this is rediculous that your company tells customers one thing and when it's brought to you attention it's deny deny denyI will not return my sofa and love seat unless I get a full refund from the time I purchace my first sectionalI've been making payments on my furnitureI will never use your company again and make sure I warn as many people as I can how your company does businessI don't want to be rude but it is obvious that your employer run a different kind of business than your guidelines but instead of trying to properly investigate for your consumer you deny and tell me what I was not told that is unprofessional and shows what kind of company you run Regards, [redacted] Allen

I first want to apologize for the store manager not getting back with [redacted] ***I have informed the Regional Manager and asked him to give her a callI going to try to explain everything for her in this responseOn April 25, she rented a sectional from our Milford storeThe cash price on this sectional retails for $1,which would be weekly payments [redacted] ***'s rental agreement was written for weeks with a cash price of $1,She was give almost $off on the sectionalShe returned the sectional on 10/25/which she made rental payments totaling to $this does not include the sales tax paidShe didn't pay the full amount when she changed her mind and wanted a sofa and love seat insteadWe normally will give credit of half the rent paid on a previous rental towards the price of a new one to keep loyalty with our customersIf we followed our practice, [redacted] would have only received a $creditOn the new rental agreement for the sofa and loveseat she was given $of the price of the new furnitureThe sofa and loveseat price for both pieces is $1,The new agreement was written up with months same as cash price of $1,This does not include sales tax or fees, just the rental priceShe has paid about months of payments totaling to on the sofa and loveseat agreementShe has been given more credit towards her new account then we normally give other customersI hope this clears some of the confusion and she understands her account nowIf she would come in and pay-off her account today it would be $She has until April 23, to pay the months same as cash priceIf her account is not paid in full by then the cost will go up

If I have had all these discounts why is my account over still

From: [email protected] [mailto:[email protected]] Sent: Saturday, June 04, 2:PMTo: [email protected]: Complaint ID 11481704This email is to inform you my complaint was a mistakeThere is no issue with Rent Own, so I wish to formally withdraw my complaint. Sincerely, *** ***

I have spoken with the manager at the Brian M**He would like for the customer to stop in and go over her payments with himAs of today there is an outstanding balance of $to pay out the accountHe would like to talk with the customer to see who she spoke to in regards to telling her that
the account was paid in full when it is notHe is willing to see what can be worked out with the customer
Thank you,

This is the response from the manager Mark M***:Hey Nancy she was told by Ashley when we ordered the camera because it was a special order and not something that we normally carry that she would have to put at least down to get the camera and it was non refundableWhen she came in to get the camera I listened to Josh show it to her and he put the things together and showed her how to use itshe said she was only using it temporary even though she told Ashley she was getting it to keepShe called me later that night and said that power cord wasn't in the box I told her everything was in the box we made sure she made us open it brand new right in front of herI asked her where she lived I was going to stop by and figure it out for her but she got mad and said she was just going to bring it back tomorrow .Now she is saying that it didn't do what she wanted it tooShe read the description with Ashley when ordered and said that was the one she wanted. She came in and signed the agreement not only did we tell her but at the bottom of every agreement it states all payments must be paid in advance and there are no refundsWe told her we would give her an in store credit toward something else that is our programI will allow her the full amount to be applied to something else if something was actually wrong with the product or there was truth in what *** is saying but I have heard to many different stories I would issue a refund but there's nothing wrong she used camera and now wants her money back. Thanks Mark

I am responding to the complaint #***The manager of the store has resolved the issueThe phone was returnedThe phone calls to the customer were to get his passcode so the phone could be unlockedJeremy the manager spoke to *** *** and everything has been worked out and the customer is
satisfied.Thank you,Nancy D***Facility Manager

This matter is not resolved there is not anywhere on my contact that stats they have a right to send text messages to my phoneAs for the regional manager being on vacation was not the case as the receptionist assured me that she would make sure he called me and never didI had left 3-messages with the receptionist and 2-with *** ( regional manager)As for my furniture being fixed was not the case I was calling into the corporate office regardingAs of me being satisfied that isn't the case either

In response to the complaint#*** for *** *** we are working to fix the issueWe apologize for the time frame in fixing her bed framesWe have recently had a change in management with this storeThe new manager in our Gallipolis store has replaced of the framesHe has more on
order and should arrive to his store this ThursdayThe new manager Anthony is working to fix this issue and should be completed by the weekend*** *** can call the store on Friday morning to see if the frames came in and the store will set up a time that works best for her to deliver the frames to herSincerely,Nancy D***Facility Manager

The paperwork I was given stated that the cash price 91....not only what did no one get back with me like I was told when I spoke to *** he told me the reason *** didn't call me back was because I was rude which was a lieI felt like I was lied on I felt like when it came down to me having questions about my account and where all my payments have been added up no one got back with me when I made a couple of late payments people's attitude changed and everyone wasn't so pleasant I was not given over $worth of credit I was only given a $credit allegedly the rest towards that $that they're claiming they gave me as a credit I made payments towards.the time that I've had both sofas I have made over $1,worth of paymentsI have documentation of each payment that I have made along with reference numbers and who I spoke withI definitely feel like I have been scammed by this company

I am responding to the complaint # *** with *** *** and Rent-2-Own in Georgetown OHI apologize for the delay in responding, I was obtaining a copy of the police report for the customer from the Georgetown Police DeptCurrently *** *** has separate rental agreements
with our store in GeorgetownAll four accounts are past due from 2/14/I have attached supporting documents in regards to this responseAll of our contracts state as outlined on the rental agreement signed by *** on line 15, the waiver only covers theft if we are notified within hours of any loss, you must be current on the account and the police report must show forced entryThe police report clearly states no forced entryAlso on line clearly states the customer is responsible for loss or damage to our propertyOn line the location of property states you agree to keep this property at the address shown in line # 2, if you remove this property without our written permission we can terminate this agreement and all the property must be returned to us immediately*** *** has moved and the store has never been informed by herWe found *** by our skip search proceduresShe is still liable for all the merchandise on the accountsShe currently needs to return the living room furniture, laptop, PSand the PSgames for agreements are now terminated or payment of the merchandise.Facility Manager

I want to first apologize for the delay in responding I have been out of the office and the store manager is out on vacationI have worked with our Sales Assistant Manager yesterday afternoon to see how we can assist with *** *** and her accountShe did make a deposit on the headboard that did come in damagedOn 10/31/was applied to her rental agreement on the mattress and platformThe remaining balance is getting applied to her pending rental agreement for the sofa, chair and 55" TV which set up for delivery from the Amelia store this SaturdayBoth of her current accounts: the mattress and platform and the other rental agreement for a laptop are currently due for February 5th, We have extended her due date on both accounts plus the new rental agreement on the sofa, chair & TV to February 21st, This is giving her days free on her accountsSo all three accounts are due on February 21stAnd they have been set up so the due dates are on the 5th and 21st of the month for all three accountsOnce the furniture is delivered and the rental agreement is signed, if she still wishes to have her account moved we will do so at her requestShe will need to speak to Amanda at the store to work this outAmanda was to call and go over all this information with *** ***We apologize for the poor service she has received in pass and strive to better in the future.Thank you,Nancy D***Facility ManagerRent-2-Own

I'm not sure who *** is but it sounds like she knows nothing about my account I was one never given a disown on my sectonal I was given a price of I have all the agreement info...I decided to swap for a couch and love seat in total I have paid over for both the secrional and loveseat and couch setI have been making my payments I'm sceduled for one tomorrow so she still has no cluE about my account my couch has been sent back to r2o for maintenance it has a broken springAnd the guy they said would call me never did what a shock it's been the same thing over and over someone tells you they will call and they dontAlso what's not been adressed is the fact that one of your employees that told me they would call me never did and told the other one I was angry and rude that's why she didn't call I have never spoken with *** and maybe the account info she was given was incorrect but I wouldn't doubt it fir the simple fact that's she didn't even know how much my sectional was it's like they are trying to scam me