ComplaintsforRent to Own Auto Centers LP

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2024, I got a car from them. It is lease to buy. I have to take it to them for oil changes. The only major damage on the car was a dent in the car and at the base of the dent was a hole. I had not confirmed that it was a bullet hole. The mechanic came out of the back to get the car. He said I was talking about the car with the bullet hole in it. It is in the left tail light. When the mechanic came out he pointed out that there was a bullet hole in the car. Later, my son is eating in the car and i noticed a blood stain in the back where he was sitting. The told me that they didn&#**;t have a chance to clean the inside of the car. I took the car to get cleaned after I discovered the blood in the car. I looked under the seat and there was lots of blood under there. I called them and informed them about this, sent pictures. No call back. I contacted the corporate office and no one contacted me. I called back again and talked to ****** and she said to bring the car out to get cleaned. I told them I don&#**;t know what my rights are and she said if you listen like a human being. They refused to give me any information in writing. I didn&#**;t pay the car note and they disabled the car. I went out yesterday to talk about it, they said I could swap it out but would have to pay the down payment for the new car. When I brought the car back, they already knew about the blood in the car. He said they are not going to do anything about it. I would like for them to refund some of my money for the car.

  Customer response

  05/31/2024

  Yesterday, 5/30, I went there after work to retrieve my items from the car. In the meantime, we are awaiting a claim from State Farm. They told me that I could not retrieve my items from the car, until I completed the steps that State Farm needed from me on the claim, and paid a $500 deductible. I reminded them that, the other persons insurance was paying it, not mine. I was parked with the car turned off when he hit me. I was not liable. I told them that I did everything State Farm asked of me. They mentioned that State Farm said I needed to resend the pics of the car. I insisted that State Farm had not reached out to me or told me that, and they insisted they had. I sent that on the 21st or the 23rd. They insisted that State Farm said they didnt accept them and I needed to resend it. I showed them my email history with State Farm, as well as opened my account, to show them I was compliant, and State Farm was still processing the info (pics). I was instructed, by State Farm, to wait for the estimate. They insisted that I call. The wait time was ***** minutes and i didnt have that type of time to wait. I even gave ***** my phone, so he could look at my claim account, and see that they had not asked for more pics. I will attach the email I showed them, and a screenshot of the State Farm account. I feel like they are disgruntled, because I mentioned seeking legal action, and that I even have the audacity to stand up to them. I do not believe State Farm told them I needed to send the pics again. I believe they are being vindictive, as a form of retaliation. Also, when ***** told me he would not send a written reply to my complaint, I said: *****, business is never personal. I mentioned ******, who said, I was not a human being; also his tone, and perceived aggravation with me. I said, *****, u sound mad. This isnt personal, unless u have something against me, for addressing this. He said Well when u start talking about legal action, then...  I cut in and said, I wasnt intentionally seeking legal action, but no one would address the issue, until I persisted. U guys were not addressing it after a month. So considering this was not just about the condition of the car, but a health risk, to me lady, and her son who was back there; yes I wanna find out what my rights are.

  Customer response

  06/03/2024

  Today I called to retrieve the items I left in the car & turn in the keys. They told me I need to pay a repo fee. My position is, they forced the repo by refusing to address the blood issue. I was ready & willing to pay it & I verbalized that. I asked *****, could I have their reply in writing, when I came to pay the car not that Friday? He said no. I told them I dont feel good about bringing my hard earned money to a company who called me less than a human being, and doesnt take accountability for their mistakes. I expressed that I was not comfortable paying a company that already put my life at risk twice. I told them that this would determine whether or not I kept the car. They disabled the car, so there was no way for me to bring it to them & return it. They are playing games. When I got the car, 2 of the tires had dangerously low tread. I took a road trip & the car would vibrate bad around 70 mph. I thought it need a wheel alignment. According to the tire chart I was shown, 3/32 is considered hazardous. I believe the color code for that is yellow. 2/32 is red. I had 1 tire in the red & 1 in the yellow when I bought it. My mechanic said I couldve blown out and been killed. When I informed them, their reply was Missouri law only requires us to have 2/32 to pass inspection. I told them that as a customer & the person at risk; I translate that as: We dont care, if u die, as long as were not legally liable. 

  Business response

  06/04/2024

  ****************** entered into a rental agreement with Rent To Own Auto Centers in February, 2024.  When reviewing the rental agreement and addendums in writing our customers acknowledge and initial a document that states all oil changes must be done at a Rent To *************** location.  Our customers opt for a mileage tier so when a customer brings the vehicle in for an oil change we run their miles and inspect the vehicle for any damage.  

  ****************** was asked to bring the vehicle in for detailing but he never followed through.  When he did come in our team offered him the option to swap into another vehicle for the same monies that the current vehicle had.  If he chose a vehicle that had a difference in the origination fee or bi-weekly payment, he would be responsible to pay the difference..  ****************** did not take this option.  

  Our customers are given a payment schedule and are allowed a five (5) day grace ************* On day 6 the vehicle is disabled for non-payment.  This information is also included in the rental agreement paperwork initialed by the customer of their understanding.  

  We have offered several options to ****************** but he did not like the options.  Rent To Own Auto Centers will not be refunding any monies with regard to this transaction.

   

   

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from this location. I had been making payments towards this but they remotely shut down and repossessed the car. They seemingly were upset that I switched insurance providers.

  Business response

  03/21/2024

  **************** has notified various agencies with regard to our company.  I have attached the response to the ******************* on Human Rights with regard to ******************** dealing with our company.  **************** has also contacted the ** Attorney General.  I hope the information attached will close this complaint as our team goes out of their way to accomodate a customer as long as action taken is within our policies.

   

   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok I brought a 2008 ford edge from this place the beginning of November it was leased I gave them 800 dollars plus I had to have insurance on the car before leaving the lot that cost a additional 600 i made 260 dollars payments ever 2 weeks ok so around probably the beginning of December someone had beat on my car busted the back driver light shield but it still worked and a few dents no horrible a bad damage really still drivable the car lot was informed of the incident and wanted to see it. I made a appointment to let them see the car and they cut the car off before I can even make it up there they or only supposed to cut the car off for non payment not for a appointment to look at the car so left me stranded waiting on them to cut the car back on they did 2 hours later I took the car up there they saw it and said I had to pay a 500 dollar deductible and they would add it to my payments so I made My payment of 260 and a additional 40 dollars and the very next day I was at the grocery store and they cut my car off again saying the insurance was due they added my wife and daughter to my insurance my wife don drive and my daughter can’t she is 15 so my car was stuck at the grocery store and i had to **** home the next day bedtime could get insurance they called and dinged my car as a total lost left me without a car took my payment for 2 weeks so they got Over on my last payment which it would of been 2 weeks paid they cut my car the next day so i didn’t enjoy it and the insurance company called ready to issue a check for the car damages and they received the check not only did they pay me on my last payment they left me with out a car and took my car the next day left me stranded and without a car right before Christmas I lost my job and everything then y’all call the insurance placed it as a lost and left me without a car the very next day after my payment that was so wrong and nothing was wrong with the car I have pictures I want all my money back or half

  Business response

  01/08/2024

  Mr. ***** did sign a rental agreement on 11-3-23 with Rent To Own Auto Centers.  Auto insurance is required on all vehicles per the state of Missouri and our rental agreement.  We had received a call from the police notifying us that someone had vandalized the vehicle rented by Mr. *****.  I am not sure of the exact date we were notified.  A claim was filed with the insurance company for the damages.  The vehicle was deemed totaled by the insurance company.  Per the rental agreement the customer is responsible for the $500 deductible.  All auto body work must be done by one of our authorized body shops and all insurance payments are to be made payable to the owner of the vehicle = Rent To Own Auto Centers.

  We received notice that the insurance policy had lapsed and canceled back to 12-18-23.  Our customers sign an agreement that if insurance lapses for any reason the vehicle would be disabled until the policy is reinstated.  I believe the vehicle was disabled on 12-22-23.

  Insurance companies require that anyone in the household over the age of 14 must be disclosed and added to the policy.  Mr. *****'s wife and daughter met this criteria that is why they were on the policy.

  No refunds will be made as all monies paid are per the rental agreement and $465.00 is still owed to Rent To Own Auto Centers for the deductible.  

   

   

  Customer response

  01/09/2024

  Complaint: ********
  
  I am rejecting this response because: my car was not damaged to where it didn’t run and I was working wit  her the insurance company to get new insurance and the car was took from me the next day I didn’t even get time to get insurance I know people that went through them And had weeks to get insurance my car was still drivable and wasn’t that bad of damage and they still took 2 weeks of payment from me and the got a check for the car t has t was wrong 

  
  
  
  Sincerely,
  
  Darryl *****

  Business response

  01/09/2024

  Auto insurance on our vehicles is our top priority.  Our customer's sign a disclosure and are asked if they understand that if insurance lapses for any reason that the vehicle will be disabled until we receive a new declaration page from the insurance company showing the policy has been re-instated.  

  Damage on a Rent To Own Auto needs to be reported and addressed immediately.  Driving a damaged vehicle may create a hazard and the decisions are up to the insurance company and the owner of the vehicle (Rent To Own Auto Centers.)  As mentioned previously, Rent To Own Auto Center vehicles must be repaired through an approved body shop and all insurance checks are the property of the owner = Rent To Own Auto Centers to pay for the repairs made to a vehicle.  

  Mr. ***** should review the paperwork signed by him and given to him when he entered into the rental agreement and he will understand the process and actions that Rent To Own Auto Centers has taken.

  I hope this response closes the file on your end.  If there is more information needed, kindly request the paperwork from Mr. *****.

  Customer response

  01/09/2024

  Complaint: ********
  I intend on hiring a lawyer yes I needed insurance my car was not damaged to where it wasn’t drivable I have pictures it was some minor damage nicks or what not and the driver tail light cover broken other then that my car was not totaled as a lost should not Been considered a lost then why take my 2 week payment and tell me to get my insurance paid and you would cut the car on y’all just left me car less the next day after my payment called y’all insurance the car was in put the car as a lost like I said it was no hazardous problems with my car and it was running and y’all got book value for my car didn’t try to put me in nothing else or nothing got money out of me took my car after I made a payment if y’all was gone do that y’all should have put me in another car I paid my insurance for nothing and y’all took my car right after you see how wrong that is I paid my next 2 weeks you cut the car I paid my insurance 2 days later and y’all put the car as a lost left me with no car insurance didn’t try to help put me in a new car or nothing that was wrong yes you have to have insurance we know that and you told me you can’t do nothing till I get the insurance and y’all took mY car right before I can call with the insurance information that’s how y’all treat your customers my kid mother and my little brother recommended me to y’all and when I told them how y’all did me that was wrong they both stole me they gave them a week to get insurance before they had to take the car they both had to go a week before they paid they insurance and still have their cars they took mines the next day and put on a loss for the car which left me car less with insurance that’s wrong on so many levels 

  I am rejecting this response because:
  
  
  
  Sincerely,
  
  Darryl *****

  Customer response

  01/10/2024

  He is lying and i am consulting with a attorney I was wrongfully treated and abounded without a car and they took my money and sold my car for 4 thousand dollars 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Location: ********************************************** On Oct. 13, I went to them for a vehicle and before I got off the lot, the steering wheel was jammed. I left it with them and went back to pick it up and saw low tire sensor fault signal on the dashboard. They said it was nothing. When I left the lot and got to the intersection, the car wouldn&#**;t turn left. I thought if I got on the toll road it would stretch out. I had to go by 4 exits to get off. I almost ran into the wall because I had a hard time turning it. The only thing I could do was go straight. Two and a half hours later, I drove to the store but the gas pedal went all the way to the floor. They told me to bring it tomorrow and they were going to tell *****. I told him I do not want this vehicle back and asked why would you sell a 2012 vehicle for $26,000 and that they would not let me read the papers. He told me to leave the keys. I left the vehicle on Monday and he did not come to work on Monday or Tuesday. The rep told me that they don&#**;t give refunds and the rep said I could get a different vehicle but would have to come out of my pocket with more money. A manager called me from the St. ******* office and said my payments would not be the same. I would like a refund.

  Customer response

  11/09/2023

  6303 **************************, *********** is the location that I visited. I purchased a 2012 **** Escape I put $750.00 down On 10/13/2023. The steering would not turn left or right. The mechanic came out to the vehicle and he brought another gentleman because he could not speak English and they said to leave vehicle there until the next day and come back and pick it up at 3pm. I said they close at 3pm. They said that someone would be there. One hour and a half later they called and come back and pick up the vehicle because it was ready. They said it was a wiring issue. I went back and drove it off the lot. I was gone off the lot and fifteen minutes later the steering wheel jammed again and I was not able to turn. I was only able to drive straight. I was not able to make to home. Finally I got the car home and I pulled it into the driveway. I had another issue that I was not able to move the vehicle forward. I mashed the accelerator and the vehicle would not move. I had someone assist me with pushing the car. I eventually had to push the car home half way from my house. I called the business back and spoke to the lady that waited on me and she informed me to call *****. The next morning I called their tow company. I had the car towed. ***** said that he would get me all fixed up. I did not want the car because of this very issue. I left the car and I go back on 10/16/2023 ***** is not there. I go back again on 10/19/2023 and ***** was not there again. I was informed that they do not give back refunds, but they said that if I come out of pocket with more money that I could get another vehicle. I want my money back because I did not have the vehicle for 24 hours.

  Business response

  11/09/2023

  We do not have a customer by the name of ***************************.  

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in a rent to own contract with this company for over a year now, and this has been such a frustrating and exhausting experience. I pay over $800 a month for a car that has been giving me nothing but trouble since I’ve had it. Recently my transmission went out on my vehicle and my transmission is covered in my warranty with the rent to own company. My vehicle has been in their service department for close to 3 weeks now and after speaking with them a couple of days ago, they stated they have not even started to work on my vehicle. Not only that, but I have received the worst disrespect I’ve ever experienced from an establishment. I have been told I don’t need to call them about my car anymore, and that they will call me when my car is done. They do not return phone calls! And they do not show any empathy or compassion!!! The discrimination and blatant ignorance I have experienced is sickening!!!

  Business response

  10/04/2023

  *** ****** had the vehicle towed into our St Louis location over a weekend, unfortunately, I do not have the exact date.  When our team identified who the customer was that was renting this vehicle we reached out to her via phone.  We communicated to *** ****** that our service team would check the vehicle out and determined the action to be taken.  Unfortunately, we only have one mechanic at this time and he had to finish a vehicle that was in the shop already.  The issue was the transmission, (covered by our warranty and there will be no cost to *** ******) so we ordered a transmission and it has been delivered to our shop within the last couple of days - 10-2-23 - 10-4-23 and will be installed.  The transmission did take a week to get to us.  Our service team understands this is a priority and hope to get the work done by late today 10-4-23 or tomorrow 10-05-23.  Once the install is done our tech will test drive to be sure all issues are resolved.  

  We understand that it is very frustrating when someone is without a vehicle, but calling often does not get the parts or work done any sooner.  Parts are taking longer that normal to get and this is beyond our control.  We do let our customers know that we will let them know when the vehicle is ready for pickup and request patience.

  Our manager made a decision to move a payment to the end of the contract to help *** ****** while the vehicle was in our shop.  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My issue is that I believe that you guys should be able to take a monthly payment. Yes I missed this weeks payment and they are taking my car because I have not been able to make up that payment which is whatever But I think that if someone is a payment behind they should offer them that following pay day to pay the payment or any late fees and be done with it. not take their car away thats bullshit

  Business response

  08/16/2023

  ***** ******* visited Omaha's Rent To Own Auto Centers on July 27, 2023 and made a decision to enter into a rental agreement with bi-weekly payments.  Our program is detailed to each prospective customer when they come into our location.  We make it very clear that our payments are bi-weekly and provide the customer a payment schedule detailing when payments are due. 

  We appreciate *** ********* suggestion for monthly payments; however, that is not how our program is setup.  *** ******* can pay monthly but would need to keep track of payments made so she is ahead of the payment schedule an not in arrears. 

  Omaha's Rent To Own grants a five (5) day grace period and on day six (6) the vehicle is disabled until the full payment and $10 late fee is paid.  The customer initials this point on our Contract Addendum. 

  The vehicle that *** ******* has rented has not been taken from her as she still has it in her possession.  If our program does not work for *** ******* she is aware that she may return the vehicle at any time and the rental payments will stop.  No refunds will be made and any monies owed on the rental agreement would need to be paid.

   

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was really happy to work with RTO and when I got a car from them it was a relief. But I just feel like as much money you have to pay a month and the condition of the cars sometimes feel like it's not worth it. Having to pay every two weeks and pay into insurance every single payment is a lot. But that's not my complaint because as long as I can get to point a to point b I'm fine. My issue is that I was injured at work and had to be out for a few weeks so that mean no check. I called to ask for a one time extension and even offered to pay more money for this one time. I was even told when purchasing the car that if you reach out to the manager before the end of your grace period that the manager can work something out. I called the day before my last day of grace period was told I would get a call back never did. Then I called the next day was told I will get a call back once the manager get back. Got a call back saying the manager said my payment must be in by the end of the day. I asked if I could get a least a few days to try to come up with the money and was still told no. I just feel that I already pay every 2 weeks why can't I get a one time extension. I just need time until I get my next check. I have Two disabled kids and have to get to work. I just begging to get a one time extension and will pay whatever extra. I know someone has to have a heart. I have hospital paperwork and I can get my workers compensation confirmation information. Please work with me. I just need until the next payment

  Business response

  06/14/2023

  Ms. ***** entered into a rental agreement on 5-11-23.  Our program is explained to customers in detail so that they can make a decision if our program will work for them.  Payments are bi-weekly and we allow a five day grace period.  Once the grace period ends the vehicle is disabled until the full payment is received.  We understand that situations come up for our customers but the rental payment still needs to be made timely.  Ms. ***** chose to have her insurance made part of the contract - so when the payment is not made the insurance is unpaid.  We are sorry to hear that Ms. ***** was injured and perhaps her employer can assist with an advance to Ms. ***** to be able to meet her financial obligations.  We have a business to run and must collect the payments on our rentals.  Thanks for understanding.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the vehicle dec 28 Brought attention to vibrations & sounds & weak breaks to the attention of the dealership manager Was told that was completely normal it would take some time to adjust to- give them a call in a month and see how it goes Waited a month & everything just slowly kept getting worse- would call and make payments & ask for a manger to call me to discuss vehicle problems- well the manager never called back By march still little to no response. but things are getting notably worse. Visible camber on both rear tires, front end vibrations getting violent at highway speeds- was told to take it easy they’ll get the vehicle in soon. April I brought the car to the dealership because the vehicle is/was violently shaking at street speed >35-45 mph with noticeable camber on rears & loud grinding sounds. The mechanic put it on the lift and immediately could see the rear tires are ready to fall off- they said it was the wheel bearings- replaced the bearings and sent me on my way, with an agreement to pay and additional $25 on top of my regular payment. If I could pay more than that, I will Called the shop the next day because the vehicle still shakes violently at street speeds… They brought it in again- said the front end suspension needed to be done- made the same agreement additional $25 on top of the agreement. When they finally brought it back into the shop for front end suspension repairs, they almost refused an alignment- I demanded one. When they took it to the alignment center- center noted the rear ended needed more parts and couldn’t not complete the alignment until rear end suspension work was completed. The deal ship informed me, & said it would be back in the shop next week- just take it easy on the vehicle. They would put the parts on the original rear end work order & I’d pay $75 in total on top of my payments. Well it’s 3/4 weeks later- the vehicle still hasn’t been repaired & now refusing to do them- the vehicle has been deemed unsafe!

  Business response

  06/07/2023

  Ms. ******* entered into a rental agreement with Rent To Own Auto Centers on 12-28-22 for a 2008 Lincoln MKX.  The issues that Ms. ******* was stating were not totally accurate as there was not an issue with the brakes or tires at the time of rental.  Our managers do return phone calls so I am not sure about those comments. 

  When the vehicle was brought into our shop, our manager spoke with Ms. ******* and detailed the work that was going to be done but Ms. ******* was responsible to pay for this work.  Our manager wrote a promissory note to help Ms. ******* out instead of coming out of pocket for the $360.  Since this work was not covered by the RTO warranty, Ms. ******* could have taken the vehicle to any repair shop and the cost would have been higher and she would have had to pay 100%.  The vehicle was brought back to our service center again when our mechanic returned on or about 6-01-23 - 06-03-23 and additional work was done and once again the cost was the responsibility of Ms. *******.  Another promissory note was written for her something that our policy does not allow but our manager wanted to work with Ms. ******* and keep her in the vehicle.  

  I believe that as of this date, all issues have been resolved.

   

  Thank you.

   

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Every time I make a payment, I would like them at the computer and not writing my information down a piece of paper. I thought the company had to abide by the PCI DSS compliance. All I wanted is for them to be at the computer when I make my payment.

  Business response

  05/01/2023

  I received this complaint on 5-1-23 and did not received an email with a complaint.  Our mail is very slow so I apologize for the delay in responding.

  Our company is set up that our staff take payments and run the customers credit card.  The card information is shredded after RTO receives an approval code and this is in compliance with PCI DSS.  We shred all credit card information for the safety of our customer as well as RTO Auto Centers.  Our counter staff are not always available to take a payment. 

  The customer is welcome to come in with the card or pay via cash or money order. 

   

  Thank you.

   

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with RTO for over a year now . The car itself isn’t the issue. The lack of common decency and respect I receive is absolutely appalling. I drive over the mile limit pretty frequently and was told as long as I pay the amount for the miles, there wouldn’t be any problems. I have paid 100% of the money due to the miles. They claim the system is messed up and isn’t catching my payments so every single month they demand i pay money that’s not actually owed to the point I’m unsure if I’m overpaying or not. Today, the man that said he was corporate pulled me in to the office and said I owed $1500 after myself and another employee told him I did not . As I am explaining this to him, he cuts me off and he tells me does not have time for me and to leave his office and take my car. In the midst of this, he “offers” to take the car.. I pay $1200 to RTO monthly with no problems, yet their management continues to be disrespectful and make up false payments for me to pay. I ask the man if there’s someone I can speak to as this has happened at least 5 times. He told me he is the only person in a position of power I can speak with. & I absolutely hate to play the race card but it definitely feels like racial discrimination.

  Business response

  03/16/2023

  Ms. ***** has been an awesome customer.  All the information in her complaint was accurate as she does pay her excess miles in full each month or when she comes in for her oil change.  Our new system has a glitch that we are trying to get corrected and we apologize for the incident that occurred on 3-15-23.  Going forward Ms. *****'s account will be handled by our manger Ms. ********.  I can assure you there is no racial discrimination involved here.  I hope Ms. ***** will accept the apology and we have marked her account that all excess miles have been paid in full.  

*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. ↩