Rent 2 Own

Ashley never told me it was non refundable...the wide angle lens that twist onto the camera covers the light up thus, can’t be used in a dark attic to get videos of water intrusion...I specifically told them what I needed the camera for and why...only upon returning the camera that can’t be used in the dark because the wide angle lens covers the light that is located directly behind the lens once it is screwed on...I have a leaking roof so they knew I needed it to capture photos and video of water intrusion in my attic sheeting...camera did NOT work because the wide angle lens needed to capture this wide area could NOT take pictures properlyNo part is missing

I have spoke to the Manager and the Regional Manager in regards to this complaintThey both have recently spoke to *** ***He was to stop by the store last evening but didn't make it inThe manager is trying to work with *** ***The incident with the & year old happened back in
the first of the yearAll the account manager asked was if *** was at home and then asked them to give him a message to call or stop in at Rent-2-Own about his payment*** had an issue with his mattress and the manager worked with him and got him a new oneAll the calls and texts and e-mails would not happen if *** *** would not avoid them and call or stop by the storeHe has been late and the employees are not receiving any calls back from himIf he would just call the store if he is going to be late that would be fineThe manager will do what he can to help him get back on track with his paymentsHaving no contact with a customer when they go late will start the collection efforts and callsSo if *** *** is having any financial binds please call *** *** at the store he will happy to work something out on his account
Thank you,

Your allegations against me are simply not true. Your employee refused to answer any questions, and told me that the payment was LATE on the day it was due. And told me that I owed over TRIPLE of what was dueI have paid off items before, when I rented from you, and you still tried to charge me for them. You will never get my business again. You also did the same thing to a friend of mine. You take advantage of people, and overcharge way too much. And all of these hidden fees all of a sudden just come out of nowhere, and you can't, and refuse to explain them

in February I paid off what I was told the payoff amount was! It was during tax time now if I'm going to pay up to $and some dollars I would have went ahead and paid the remainder whatever you're saying was left owed! It's not my fault that your employee's don't do their jobs professionally nor know what they are doingRegardless the amounts taken after that payment I made were on a friend's account for which you had no right taking! He was never a part of that agreement whatsoeverHis credit card was wrongfully kept on file and debited illegally and without noticeI can pull my bank statements to prove how much money was in my account when I made the payoff payment in FebruaryI called up there asked what payoff was, got told that amount and made the payment over the phone with my debit card. I am not going to be lied to and trapped into an agreement over whatever amount when I would have paid that amount in fullI was paying it off within the day same as cashCommon sense should tell you I would have never paid that large sum of money had I known it was not the full payoff amountThere were separate agreements on that washer/dryer and because I had been lied to on those the manager at that time, don't know who because you change employee's so frequently, said that I was to have the new set for the used price so I will pull out all my documents and add it all up to see what it actually wasDuring that time I took the employee's word for it over the phoneI assumed they knew what they were talking about, now I definitely know they do not. And to further prove the employee's don't know what they are doing I have my current agreement and 1st receipt for the mattress and the printout that R2O emailed me show totally different things! So yet again another mistake! Plus all those "membership fees" were to never have been on thereSo if an agreement can't be reached I will just go ahead and contact an attorneyThey obviously didn't do their jobs effectively and I have several recordings of several different people all which lie in one form or anotherI refuse to be lied to, suckered into an agreement for an amount that I was not aware of or informed of for pay out, my debit/credit cards kept on file and charged illegally, etc etcI also have my bank statements to show how many different times they tried running payments on my cards without permission or even notice! My friend had to contact his bank and block you guys to finally put a stop to it after you took money from his account illegally times! Only the last one in September was credited back to his account all others I had to reimburse him forI realize that credit/debit cards are allowed to be kept on file, but not without my permission or the card holder's permission and they are definitely not allowed to be charged without permission!

I am responding to the complaint # *** for *** *** and Rent-2-Own located in Zanesville, OHOn 4/11/*** *** rented from Rent-2-Own in Zanesville a MacBook computer # ***He rented the computer until 7/9/when the agreement was terminatedHe paid a total of $1,
in rent on the computerHe did not pay the computer off in full therefor there was no ownership on his partA month before the computer was terminated, 6/10/*** brought the computer into the store for a service issueIt was sent to our service department, repaired for overheating and was returned weeks later on the 29th to the customerThe customer stated to the store employees while the computer was in service they ruined it and didn't want it and cursed them outThe same computer was re-rented to another customer a few weeks later and the only service issue with the computer was the battery was replaced and it is still on rent to the same customer sinceThe regional manager offered to *** the first of July an offer of $to buy-out on another computerThis was $less then the original buy out priceThey said they were done with usIn October 2016, the customer came in and asked for their computer back, after the agreement had been terminated and after they had refused to pay on it anymore or take the reduced buy-out offer months priorThe computer they had rented was transferred to another store and was re-rented to another customer. In November the customer called the corporate officeDustin C*** a regional manager offered them another computer for the same buy-out of $On Black Friday the store called him to come in and pick up the computer, they came in and the manager gave the customer a better offer of $since they were short on cash for the $offerThey accepted it and thanked the store manager and leftWe feel the customer has been accommodated for the service issueThe customer did not keep his club program which covers an extended year on the merchandise once it is paid in full

The Regional Manager Lee F* spoke with *** *** and extended her months same as cash option due to getting behindHe worked a pay out with Jamie of $to pay off the account by 9/12/The customer seems to be happy with the resolution.Thank you,Nancy D***Facility Manager

In response to *** ***'s complaint, I have spoken to the manager of the storeMr*** is a first payment default on his Alienware laptop and cocktail tableHe rented the laptop on 7/31/and has not made a payment sinceHe picked up the table on 8/13/The table had sat on our showroom
floor for over months and we have not had any issues with roachesWe do have a pest control company that comes into our stores on a monthly basis and treats our stores regardlessIt is done every month, year after yearOur manager said he never spoke to Mr*** about jail time or a felonyOur employees are trained properly and this is not how they are trained to talk with customersWe value our customers and strive for customer satisfactionWe tried to work with Mr***, when we asked when could he pay us again and his response was he didn't know and didn't know when he would get paid againWe tried to explain his rental obligation with him and the regional manager tried to call him timesHe called and asked us to pick up his merchandise which was at a different address then what he had given us on his rental agreementAs of today, I know the table and laptop have been picked up and the account has been returned
Sincerely

I reviewed the *** *** file and call logs and texts from June to currentI have found that we didn't run his card without consentMultiple times from November and December he went back and forth with us to run his cardAlso, he referred to his commitment to pay with his card multiple
times as well showing that we never ran a payment unless he asked us to.First *** rented a sound plate on 11/26/He rented it for $or wks he is currently out of his same as cash month period and owes payments or $which ever comes firstAfter that on 12/15/rented the MacBook Air which was a special order which required he put wks down and have a card on file because we don't carry those all the timeHe is out of payments on that item which is $or $if he makes only min payments.*** paid us regularly for the first months then we had a rough time reaching him in JuneHe went days late and paid us on June 2ndThat is when we went and found out somewhere in June or July he had skipped and intended to not pay us againWe finally reached him again and on August he was days late and we informed him that he broke our contract by moving with out telling us and asked for our merchandise back per our contract with himHe refused, Stating that his girlfriend had the laptop and she lived in Florida, another breach of our contractSince then on five occasions he has swore at us to multiple collectorsCraig Goodrich, Richie B***, Mary ann D*** Ryan P*** and Chris S*** have all had conversations or text communication where he stated he wouldn't pay us we were stupid or other unnecessary communicationYet, he continued to pay us going late multiple times....His last four payments since October have been 21, 23,21, and days late. We haven't been mean or harassing, we have not stolen money or taken money off of his account unless he asked us to and the only extra money he has paid us is due to his late feesBeside the fees he is just paying to full term which leads to him paying more. Let me know if you need anything else or have any direction for meThank you. Richie B***Store ManagerZanesville r2o*** *** ***

I will get them up there as soon as I can. I am not happy thoughI took one there that was working but needed repair, I was told it was fixed and it was given back to me and didn't work at allIt required administrator access - I'm not an administrator, this was done in your store
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

In response to *** *** complaint I have spoken to the Ashland store manager *** ***He was the one who she was calling, and he apologizes for her long wait on the phoneWhen he finished helping a customer he picked up the phone and she had already hung upIt can get very busy in the
stores and helping a customer will take time when they are renting productAnd he was there when she came in and was trying to talk with her and explain to Ms*** but she was to upset and would not listen and stormed out the doorCompany wide we never write up a rental agreement on new washer & dryers for a month termAt the time of her rental agreement the terms were months and currently they are on month term agreementsWe shop our competition constantlyRAC only writes agreements on new washers and dryers on a month termMr*** was calling RAC when Ms*** was in the store to verify it with her, when she walked outMr*** is going to honor Ms*** November payment which was her month payment and pay-off her accountWe strive to take care of our customersWe hope this is satisfactory for her

*** *** did rent a Dell computer from our store in Milford on 11/16/She paid the computer off on 3/7/2012.Over time of use cords and chargers go bad and need to be replacedJust tires on a vehicle it is wear and tearWe are not responsible for something which has been purchased
over 1/years agoAs you may recall there was a similar complaint ID #***with a different item

The regional manager is *** ***, since contacting him by phone is not working you can e-mail him at ***@r2o.com , or stop into the store or call ###-###-#### and talk with *** *** the manager to solve any outstanding issues
Thank you,

I never used the camera to take not even one picture because the light was covered by the wide angle lensYou want to speak truths, then why don’t you stop lying for oneI guess I will have to escalate this complaint further up the chain of commandsWhat is the number to your corporate office because ASHLEY NEVER TOLD ME IT WAS NONREFUNDABLE AND I NEVER SAID I WAS KEEPING IT EITHER

The fireplace must have been a misunderstanding. I pulled the account and looked at the fireplace and that is what it is in the system for every single customer and what we advertise online. The TV stands we carry are around that $per week price, not biweekly. The
headboard came in damaged from *** when we went to deliver it, her grandmother told us to take it back because Stephanie was out of town and not sure how she would want us to proceed. From that point we had no contact about replacing the headboard or that it was even the wrong one, as I am in the understanding she did not see it since we were told that she was in Florida by her grandmother. The Mattress pricing was fixed between October 31st, and her first payment on 12/as she got the $pays the first month onlineShe did not sign the $Copy. We have no records that she paid the $on the 5th of January. That last payment we recieved was on December 30th for a total of $40.34. She paid nothing into the headboard call with questions Brad M***Store Manager

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

The assistant manager waited on *** ***The following is the information given from the assistant managerThe customer was informed that the deposit was non-refundable in the beginning.The woman stopped into the store to return the camera. This camera was brand new, in the box and had
all the parts and pieces. It is here in the store and has been tested and there is nothing wrong with it. When she originally got the camera, she stated it was a short term use. She has given different stories as to what it was being used for. When she was in the store, she was asking a lot of questions about what was covered if something were to happen. We figured that she was going to use it and try to bring it back for a refund, but we went ahead and rented to her. She was told she needed a week non refundable deposit for us to get the camera in, which she paid. She had the camera for a day. She brought the camera back, said it didn't work and was missing pieces. I offset that by explaining that the camera was brand new and all the parts were in the box. Then she stated that we lied to her and told her it had a bunch of features that it did not have. It was one excuse after another. She said that she just wanted her money back. I explained that the deposit was non refundable, but she could keep the camera until the payment was due again or she could choose another item and I could apply her money as credit to that item. I never gave her an amount. I explained that the unused rental payment would be applied to another item in place of the camera, but I could not do a cash refund. She got upset and asked for corporate's number and left the stored. I offered several times and ways that she could use the unused rent in the store, but she was not having any of it. Again, the camera has all the parts and works fine. It is in the cabinet waiting to be rented to a new customer. Sincerely,Nancy D***Facility Manager

they r the ones that gave me a wrong cord and I have told *** *** and she just kept giving me the wrong cord and I have let corporate manager no and he did nothing to fix it and he as been rude and don't want to fix it well I wrote to channel and and and waiting to talk with them and taking it has far as I can take it sense they don't want to do something about my laptop being friedBut it don't surprise me because when my iPad broke that I purchased from them by the old corporate manager he would reimburse me being it was under warranty and failed to do soSo either they can replace my laptop with something in the price range or I promise I will put it all over the news and social media so everyone can hear how R2O don't take care of problems right and I have several of witness that can verify everything I am saying is truePlease make no mistake I will do it because I am social security and money don't grow on trees here and I can't afford to pay another for a laptop when *** is the one that gave me the wrong cord and I have witness that can verify that they don't keep the cords togetherSo if they don't want to look bad because *** *** and *** *** and *** *** to be on the news saying how poorly they are about doing the right thing to make this right then they need to take care of it and I have requested several times that the president call me if the company but apparently he like the rest don't care

In response to the Complaint ID# *** with *** *** and our Amelia Rent-2-Own store attached are the rental agreementsThe original agreement with her boyfriend *** *** is agreement #*** for the dresser & mirror and night standThis agreement was written for weeks with the
day cash option of The payment history for this agreement shows there were weekly payments applied to this account with free weeks givenThe agreement # *** for *** *** is attached and it was reduced from weeks to weeks with the day cash option of The weeks for the original term minus the weeks paid leaves weeksThere was credit given for the weeks applied on the first accountThe day cash option expired on 3/3/Therefore the rental agreement will go to full termIt is our policy to have the name of the renters on all agreementsThat is why it was re-written in her nameIf *** *** has any questions in regards to this she can contact the manager at the store Brad M*** and he will be happy to assist her.Thank you,

I spoke to the District and store Manager of this storeSteve S*** the store manager reached out to Carlina T***r and spoke to her on this complaintHe apologized to her and explained to her this is not how we conduct businessAnd he told Carlina to call him anytime there is an issueHe was
not aware of the problem until this complaintCarlina also told the manager of her moving to Cleveland and gave him her new informationSteve is working with her to solve the issue.Thank you,Nancy D***

I provided the documents for payments in prior responses and they have all been applied and the proper credit was given to from the sectional account to the current account of the sofa and love seat. [redacted] the manager has tried to call you and left numerous messages for you to return her call. [redacted] our sales employee has called as well and she did actual speak with you the other day. On the service issue, we never give a 2 week time frame. We can not predict how long it will take to get parts in that may need to ordered for repairs. All repairs are picked up from our stores and then sent to our corporate office for the repairs. The warehouse delivery trucks that run from the stores to our corporate office only run once a week to the stores. And during the last week of the year the warehouse deliver trucks are shut down and do not travel to the stores at all. This is when they are maintained and inventory of our warehouse is completed.
I do know your sofa is in for service and should be getting completed soon. I am not sure as to what you are saying about the on line promotion. The sectional account was terminated and doesn't exist anymore, but you were given credit towards your sofa and chair. We have strived to explain the information for you. I hope you understand your account now. If you are not happy with our Rent-2-Own store you have the freedom to return the merchandise.
Sincerely,
[redacted]