Rent 2 Own

We have worked out a satisfactory agreement with the customer on this complaint. The customer’s payoff balance was $218.14. We offered to the customer to pay off the agreement by Saturday 10/29/16 for $100.00 and we will mark her account paid in full. The customer did come in and paid the $100.00 payoff.Thank you,

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 you. If it requires parts to fix we can contact you for the price of them to see if you want it repaired. The computers have been paid out for 2 and 3 years. And the warranty for them have expired. We will cover the labor for the repair this time.  Sincerely,Nancy D[redacted]

This is in response to the claim # [redacted] for [redacted] and Rent-2-Own in Gallipolis. Attached is a printout history of Ms. [redacted]’s payment history on her accounts. All the payments she has in questioned can be found on the payment history and were applied. There is the one on September...

23rd, 2014 that was applied and then voided and backed off the account. When payments are voided they automatically go back onto the same credit card account that was used for the payment, just like all other retailer stores. Credits are put back on the same account that was used to make the payments. It is generated by our system. All the payments have been applied and credited to Ms. [redacted]’s accounts, we do not feel we owe the customer any refund. It is not normal practice for our company to run credit card payments without the permission from the consumer. The manager will review the policy again with all employees, we have had changes in employment with this store but this is not our normal practice. The accounts remain past due from 3/10/15 and Ms. [redacted]’s needs to come into the store and bring them current.

This is in response to the claim # [redacted] with Rent-2-Own and [redacted]. I have spoke to the regional manager Jeff B[redacted] in regards to the claim. We will be refunding the 8 days of rental income to [redacted]. A check in the amount of 62.29 is mailing out of the Rent-2-Own Corporate...

office. Our apologies for any inconvenience. Sincerely,Nancy D[redacted]Facility Manager

The following is the response to complaint # [redacted] for [redacted] and Rent-2-Own. [redacted]'s son, [redacted], is a customer with our Rent-2-Own store and he had listed [redacted] as a reference on his account. [redacted]'s account became delinquent and after no success of contacting him the account...

manager Debbie reached out to his mother from the information given to us by [redacted].  [redacted] told Debbie that she did not know where [redacted] was living, but did not want him to get into trouble over the account. She offered to make a 50.00 payment on his account if we could rewrite it and get it on track. [redacted] said she would try and make payments to the account each month, but did not know how much because she is on a fixed income. She gave Debbie her credit card information and authorized the 50.00 payment. This si why Debbie has been trying to contact [redacted] after not success in making contact with [redacted]. The account was re-wrote to get it current as instructed. The account is now delinquent again. The manager has instructed Debbie to not contact [redacted] for anymore payments and removed her information from the account.Sincerely,Nancy D[redacted]Facility ManagerRent-2-Own

If I have had all these discounts why is my account over 800.00 still...

The complaint has been reviewed by the manager Chrissy D[redacted]. The account in question she believes is an account for [redacted]'s daughter [redacted]. The account has went past due several times and has incurred late fees. The account also was re-written to be put in just her daughters name with [redacted]'s name...

removed from the account. The account since then has gone past the option to purchase at a lower price on the 120 days same as cash offer. When the customer does not pay the merchandise off at the 120 days same as cash price the price will increase. This is on the rental agreement and was explained when the merchandise was rented. The manager asked [redacted] to show her the receipt which shows she only owed $6.00. Chrissy D[redacted] re-printed serveral receipts from past payments and none of them show the balance of $6.00. Dustin C[redacted] the regional manager called on Wednesday to reach out and no one would answer or call him back. There has not been any overpayment on the account just miss understanding. [redacted] needs to contact the store for details. The staff would be happy to see what they can work out with her and the account.Thank you,Nancy D[redacted]Facility Manager

I find it funny that it's ok for me to constantly be lied to [redacted] has not called me multiple times. Anytime I have one missed call from r2o I call back asap ... I was told 2 weeks when my couch was picked up by [redacted] I was also told 2 weeks when I called in so once again that's another lie. Secondly 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 [redacted]. I've been lied to so many times . It is very apparent that [redacted] is not familiar with what her employees tell there customers. You said I was given a discount on my sectional but was not. You said [redacted] has called me multiple times and has not you said I was given a discount greater than 300.00 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 times. Ive been lied to .the only time I get a call back is when my payments due ..[redacted] is rude and condescending... I 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 deny. I will not return my sofa and love seat unless I get a full refund from the time I purchace my first sectional. I've been making payments on my furniture. I will never use your company again and make sure I warn as many people as I can how your company does business. .. I 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

The store manager of [redacted] had been trying to get ahold of the customer to take care of his service issue. The customer was out of town on vacation. [redacted] did get ahold of [redacted] last Thursday and was able to make arrangements to get his sofa and love seat fixed on Friday. The customer seemed to be...

satisfied.
As for the regional not returning his call, the regional was out of vacation the week he called into the corporate office. Then last week the company was closed on Monday for Memorial day, the regional was at a managers meeting all day on Wednesday and by the time he had a chance to get with the customer, [redacted] had already contacted and made arrangements to get his sofa and love seat fixed.
It is company policy to contact customers about their accounts and we send out friendly reminders about their payments when they come due. Contacting the store by e-mail, phone or text will avoid any future notifications from them.

this business is so unprofessional, I did in fact pay into the headboard, I had to put a down payment down to have it ordered, it was a separate down payment from the mattress and fireplace, I know what I was told about the fireplace and everything else, and if I hadn’t caught the overpricing on the mattress I would still be paying more for it, I want my account moved to Milford, oh or I will stop my business with this company all together, it has been nothing but a hassle. There is no such thing as good customer service to this location.

Ms. [redacted] rented a 42" LED TV on 11/20/17. She paid $24.25 (rent, wavier and tax) for a two week payment. The store matched her payment with 2 weeks and 3 days of free time making her payment due on Saturday 12/23/17 to reinstate her rental agreement. She received a month and 3 days for a 2 week...

payment. Her agreement expired on 12/23/17 and she chose not to reinstate with a minimum weekly payment. She returned the TV 7 days past due and has an un-paid balance of $16.48. This has been a common scenario in the past 4 rentals she has had in the past with Rent-2-Own. The total in-paid past due rent on her account totals to $269.29. We have not pursued for this payment.Sincerely,Nancy D[redacted]

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 call. I going to try to explain everything for her in this response. On April 25, 2014 she rented a sectional from our Milford store. The cash price on...

this sectional retails for $1,479.99 which would be 78 weekly payments. [redacted]'s rental agreement was written for 56 weeks with a cash price of $1,184.85. She was give almost $300.00 off on the sectional. She returned the sectional on 10/25/14 which she made rental payments totaling to $773.91 this does not include the sales tax paid. She didn't pay the full amount when she changed her mind and wanted a sofa and love seat instead. We 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 customers. If we followed our normal practice, [redacted] would have only received a $386.96 credit. On the new rental agreement for the sofa and loveseat she was given $449.99 of the price of the new furniture. The sofa and loveseat normal price for both pieces is $1,569.98. The new agreement was written up with 6 months same as cash price of $1,119.99. This does not include sales tax or fees, just the rental price. She has paid about 2 months of payments totaling to 240.66 on the sofa and loveseat agreement. She has been given more credit towards her new account then we normally give other customers. I hope this clears some of the confusion and she understands her account now. If she would come in and pay-off her account today it would be $998.17. She has until April 23, 2015 to pay the 6 months same as cash price. If her account is not paid in full by then the cost will go up.

1 rst payment was with a money order of 143.00  the  recipe number is [redacted]spoke with tori made a payment of 43.00 confirmation # [redacted]142.00 spoke with [redacted] conf# [redacted]71.50 spoke with [redacted] conf# [redacted]142.00 spoke with [redacted] conf# [redacted]125.00 spoke with [redacted] conf# [redacted]100.00 spoke with [redacted] conf# [redacted]95.00 spoke with  [redacted] conf#[redacted]30.00 spoke with [redacted] conf# F[redacted]30.00 spoke with [redacted] conf# [redacted]125.00 spoke with [redacted] conf#[redacted]50.00 spoke with [redacted] conf# [redacted]I also had 2 other 30.00 payments but don't have the confirmation number this was the point of them calling me to review my account  again I never got a discount on my sectional  when I called about a discount I was told I could not recieve one... [redacted] still had no clue about what price I was quoted or my payments who's above her

[redacted] the manager had adjusted your cash price to the $1,119.99 after your rental agreement was printed which you are showing the $1,456.91. I had attached the document in a prior response on this issue. You can stop in the store and [redacted] will be happy to print out the updated agreement for you.
Sincerely,
[redacted]

I am rejecting this response because: The agreements are not signed. How can I agree to something when I didn't sign it?

From the documents provided in last response all the payments we have received have been applied. On the first sofa you did not pay $1,456, total payments you made were $822.55. And then you decided you wanted something different. The new merchandise you wanted cost more. You were told we would give you a $300 credit and we gave you $449.99. And as the document provided in the last response you have paid $240.56 on this account. Your 120 days cash sale price on this account of $1,119.99 will expire on 4/21/2015. If the total is not paid in full by then the price will go up to the $1,959.44 as stated on your rental agreement. And if we do not receive a payment soon for your account we will need take the necessary steps for collections on the account.
Sincerely,

Attached is the updated payment history on the current account for [redacted] which shows she has made an additional payment on her account in December. I also have attached is the other part of her payments applied to her club account which totals to 88.74. This makes up for all payments, she has $13.86 in her floating fund. This is an account that when there is change left over and there is not enough to make another payment it goes into this floating fund account under her rental. All of your payments have been applied. You were given more than have of the payments on your 1st account (which should have been $386.96) of $449.99 off the cash price of the new furniture which brought the cash price to $ 1,119.99. This price is what you are paying for on your new furniture. [redacted] has paid $240.66 on her new furniture. If you were to pay off the furniture today it would be $992.85 for the 120 days same as cash price. If you do not pay it off by April 21, 2015 the price will increase. [redacted] really needs to stop by the store and talk with [redacted] it may help to have it explained to here in person where she can see the details more vividly.   Regards, [redacted]

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.

The Lancaster store manager Jeremiah G[redacted] has been trying to get in contact with [redacted] in regards to the issues with his account. He did stop into the store this weekend. The rental agreement for the bedroom was lowered the $20.00 weekly rate. They 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[redacted],Facility Manager

September 18,2015In response to complaint #[redacted] attached please find the rental agreement which [redacted]signed. On the agreement it clearly states the term and the amount of the agreement, 104 weeks with total of $2,598.96 or 24 months for a total of 2,399.04. And the early purchase options...

on section 7which expired on 2/28/15 for $1,489.99. Attached with the agreement is the payment history on heraccount. She has only paid rental fee totaling to $961.04. Which is only 9 months of payment on her 24month agreement? Also on the agreement is the address she had given the store at the time of herrental was a [redacted] OH address. As the agreement states in section 21 the location of the property is atthe address shown in item 2 above which was given to us by her. And we must be notified of thechanges and we have the right to terminate the agreement. She moved without informing us of her newaddress or her contact information. She would not communicate with the store by phone, e-mail ortexting or Facebook. The only form of contact we had to contact her was by her references given to us atthe time of the rental agreement took place on 10/21/14. We do mean harm to her family; we have noother way to contact her when she is electing to not contact the store. If she cannot pay the paymentsthe washer and dryer can be returned to our store. She can call the store and talk with the manager Donna about her account and what can be worked out with it.