ComplaintsforRent to Own Auto Centers LP

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a truck from this company on Feb 3, 2023 and put $1,350.00 down f to drive the car off the lot. That same Friday evening on 2/3/23 the truck’s heat never heated up, the power steering went out on 2/4/23 and the car started smoking and making a clicking noise in the back. They told me they can’t do anything until Monday 2/6/23. I returned with the car on 2/6/23 at 9:40 am and The company stated that I can Not get a replacement car because they are not wanting to redo the paperwork and there are no loaner cars available and I need to find my own way home and I cannot receive a refund I have to take the truck after they fix it and they don’t know how long it will take to fix.

  Business response

  02/06/2023

  Ms. ******** called on Saturday 2-4-23 with the issues and was told that we do not have service techs that work on Saturdays.  Ms. ******** brought the vehicle in on Monday, 2-6-23.  Our loaner was being serviced.  As soon as the service was completed on the loaner it was signed out to Ms. ********.  We appreciate Ms. ********'s patience as I believe there was an hour wait.  Ms. ******** wanted to get into another vehicle but that is not how our program is structured.  Our customers are renting pre-owned vehicles that are serviced prior to entering into a contract.  Pre-owned vehicles can have consumable parts that go out over time.  I believe that the power steering fluid was low and our service team is looking for a possible leak or another issue.  Our team is also looking into the heater issue and will resolve any problem they find.  We realize vehicles issues are frustrating and inconvenient but we do everything we can to provide customer service and resolve issues.  As soon as the vehicle is ready we will contact Ms. ******* to return the loaner and pick up her vehicle.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a 2012 Ford Fusion that I purchased from them. They put me on bi-monthly payments when I specifically asked to be put on monthly payments. I asked them to change it and they say they can't do it. They didn't write the sales agreement properly.

  Business response

  11/29/2022

  Ms. ****** entered into a rental agreement with Rent To Own Auto Centers on 03-12-2022.  Our program is explained to our customer to see if the customer is interested in our program with bi-weekly payments..  During the initial meeting it is emphasized that our payments are bi-weekly.  There is a line on the rental agreement that the customer initials accepting and acknowledging iy-weekly payments.  The customer can provide you with a copy of the contract that was initialed and signed.  Our customers change jobs and pay frequencies and we cannot re-contract when this happens.  If our program does not work for Ms. ****** she is welcome to return the vehicle, barring any excess miles incurred or damage to the vehicle the contract and payments would end.

   

   

   

   

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What's the point in having a 50,000 mi warranty if they're not going to fix anything that's included in the warranty or in the contract due to the fact because you know I've been telling them since I got the car back in the April 2021 that's a check engine light keeps coming on all right I have taken and told them repeatedly and every time I come in for my oil change they just reset the check engine light and then it comes on like not even that looks longer afterwards okay and I mean I have video of the check engine light being on all right well I'm driving and I have video of what code that it is and the other stuff told them repeatedly that the steering and on this thing has been kind of rough since we got it back in April okay and basically they claim that nothing wrong with it well I even had it towed in not too long ago for the fact because the car is ticking all right so I'm pretty sure that a car isn't supposed to tick all right so I had it towed in and they proceeded to tell me that there was nothing wrong with it all right so how is there nothing wrong with the vehicle when it is ticking and it only gets louder when I accelerate all right but apparently there's nothing wrong with it so I take it back or whatever okay you know I know the car it's just it's just running like crap all right you know it it the acceleration is just so laggy okay and it just it's horrible okay but honestly I don't even want to bring it to their attention because I'm pretty sure they're not going to do anything about it???you know what I mean I'm sick of them looking at me as if I'm a stupid because I'm a female or I acted like I don't know what I'm talking about or acting if I'm just imagining it okay which I'm not all right because it's kind of funny that the mechanic not too long ago said yeah I hear the ticking noise but obviously never told us what it could or could not be but just proceeded just to act as if it's not a big deal a

  Business response

  04/06/2022

  Below is a response from our Omaha staff where Ms. *********** rented the vehicle from.  Rent To Own is willing to make the repairs but we must have the vehicle in our service department in order to do them.  All customers are advised is the work does not fall under our warranty that they may have to pay.  

   

  ****** *********** constantly misses oil changes and reschedules going over the every 3 months or 4000 miles..  ****** also modified her rims in which they installed the wrong spacers which has caused rack and pinion issues because they were not properly offset so they were rubbing on the sway bars every time the vehicle turned.  We did not know she was putting rims on and only found out after there were problems with them. Then with her missing and rescheduling multiple appts. She goes over the 4000 for miles on oil changes and in-between the oil change appts. developed a tick which she didn’t even notice until Steven mentioned it. It was communicated with her she will  need to bring it in so he can do a thorough inspection on it and see what is wrong but, again constantly rescheduling or saying she can’t be without her car that long.   We also communicated we have one loaner and if it is available we can put her in that but, again it is about scheduling and actually making the appt. and leaving the car with us. So, it isn’t about we won’t fix her vehicle she has to follow through on her end and make the appts and actually show up for it. 

   

  Thank you.

  Customer response

  04/06/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  YOU HAVE NEVER SAID ANYTHING ABOUT A LOANER CAR AT ALL EVER.. AND YES I MAY GO OVER MY MILES SOMETIMES BUT EVERYTIME I HAVE BROUGHT MY CAR IN ITS ALWAYS A RUSH RUSH BECAUSE THE OLD MECHAMIIC NOT ONE TIME HAS EVER CAME AND TALKED TO ME ABOUT MY CAR... AND ITS FUNNY THAT I MENTIONED THE TIC TIC TO YOU GUYS ON THE PHONE THE BEGINNING OF DECEMBER THATS WHEN I HAD IT TOWED IN... AND OF COURSE THE MECHANIC CLAIMED HE DIDNT HEAR ANYTHING...REALLY I CALLED ROAD SIDE ASSISTANCE AND TOLD THEM Y I WAS HAVING IT TOWED.... AND THE ISSUE I HAVE BROUGHT YOUR ATTENTION HAS BEEN THE TICKING GETTER LOUDER AND LOUDER ESPECIALLY WHEN I ACCELERATE... THAT HAS NOTHING TO DO WITH GOING A LITTLE OVER ON OIL CHANGE.... AND THE CHECK ENGINE LIGHT? IT BRINGS UP A THERMOSTAT CODE... WHICH I HAVE BEEN TELLINH YOU FOR ALMOST A YEAR NOW... I UNDERSYAND THE RACk AND PINION I would pay to have it fixed but these noises sound like a drivetrain transmission issue I have recorded video of these noises including up to this day as well as the tic on the morning it was towed.... It has never been discussed or brought up to me about getting the problems fixed...the mechanic don't even bother letting me know what issue is... Except the new one which he did hear the tic tic. JUST LIKE I DID BACK IN DEC.
  
  
  
  Sincerely,
  
  
  ****** ***********

  Business response

  04/08/2022

  Ms. *********** modified the vehicle by putting rims on without letting us know.  Whomever installed the rims did not install the proper spacers so there are issues that need to be taken care of.  Our store manager has discussed this issue with Ms. ***********.  Our rental agreement and addendums specifically states that the vehicle is to be brought in every 4,000 miles or 4 months whichever occurs first.  Failure to do so will void the warranty on the engine, transmission and drive train that is given to each customer.  As stated in the previous response Ms. *********** has missed many service appointments.  We have to have the vehicle brought to our service department in order to fix it if the work falls within the warranty.  Other issues with the vehicle can be repaired by an outside shop if more convenient for our customer.  Our mechanics do not typically speak with our customers so Ms. ************ will need to work with our store manager.  

  Ms. *********** has the option to return the vehicle at any time.  I am hoping this case can be closed until the vehicle is brought to Rent To Own Auto Centers to be evaluated.  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a Dodge avenger in November 20 21 it is now February 2022 when I got the car I could tell that there was something wrong with the car. They did not let me test drive the car until after signing the papers, after I signed the papers when I drove the car I felt a couple of things wrong with it but I honestly didn't think of it too much. But I did express the issue to the Manager and he told me if anything else was to happen mechanical to the car to bring it back I have both the car back a numerous number of times and complained about the car for them to tell me each time there was nothing wrong with the car. About a week or two ago my car started acting really bad it started changing gears on it's on the heat does not work it smells like the engine fluid is coming to my vents the tires that they told me were Were new arewas used ! About a week or two ago my car started acting really bad it started changing gears on, its own the heat does not work, it smells like the engine fluid is coming to my vents. My car turned off twice in the middle of the highway ! I took the car to fire stone to get a diagnostic and they told me that they were multiple things wrong with the car when I bought it here the next day they told me to drop it off the day after and that they were going to check it now it is the day I pick my car up and they told me that there is nothing wrong with my car they told me that the tires are new even though the mechanic literally told me yesterday that the tires were not new They told me I had a four-cylinder car I have a six cylinder car the car came six cylinder I've been wrong this whole time ! Now I had to take it to fire stone to figure out that I have a six cylinder car which It was supposed to be a four-cylinder stock. Now the new six-cylinder engine that I have in this car that I did not know I had has a leak and they are still trying to tell me that everything is fine. I don't know where the engine came from, could be from a stolen car idk !

  Business response

  03/14/2022

  ******************** entered into a rental contract on 11-12-2021 for a 2014 Dodge Avenger.  Any issues with the vehicle need to be brought to our attention within the first thirty days and the vehicle must be brought in to our service center to handle any issues.  Her claim that we would not let her test drive the vehicle is false.  ******************** was asked he she wanted to test drive while an insurance quote was being prepared and she replied no.  Our warranty covers the engine, transmission and drive train any other items on the vehicle would be the customers responsibility.  In most cases, our mechanics do not deal with our customers - our store manager typically handles issues.  See store managers response below.  There must have been confusion on the number of cylinders but the vin # would have cleared up this confusion. 

   

  Store Manager response:  This customer came in a few weeks ago complaining about a bunch of things that were apparently wrong with the vehicle. A gentleman came with her going over the issues being claimed. Our technician went on a road test drive with the gentleman and went over everything and there was nothing wrong with the car;absolutely nothing they could point out. There was a loose bolt in the seat that we replaced. Additionally, I showed them invoices of everything done to the car which disproved the notion that we sold her the car with issues. When she rented the car she came in with her mom. 
  
  She came in a few days ago for an oil change and I noticed damage to the car in 2 areas. She went on to explain that someone hit her and had the info. The 2nd damage to the front bumper she claimed someone was trying to steal parts from her car. The lot ****** had come in before this to tell me she was getting high on the lot and he could smell it. I asked for the info and she could not provide it.I explained to her that she needed to get a claim number immediately. I relayed this to ****** as well as we agreed if she did not provide us with this claim number she would be disabled.

   

  Per our program, ******************** can turn the vehicle in at any time after the damage and insurance claim is taken care of and claim is closed.  

   

   

  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 24 2022 my wife took our car to rent to own auto center to get a GPS update. The mechanic broke our hood latch and now they are refusing to fix it. This is very dangerous.

  Business response

  03/03/2022

  Ms. **** did bring the vehicle into our service department to have the GPS swapped out.  Our mechanic did not break or damage the hood latch as when he closed the hood he realized that it did not engage properly.  When the vehicle was brought in our team notice front end damage to the vehicle.  We suspect that this damage has caused the hood latch not to function properly.  Repair cost for the hood latch would be the responsibility of Ms. ****.  

  Per our rental agreement the customer is to notify Rent To Own Auto Centers asap with regard to any accidents or damages to the vehicle.  We are aware of at least one claim with ***** that has been opened and we never received notice nor has the vehicle been repaired.  It is also part of our agreement documents that all body work needs to be done at a body shop that we do business with.

   

  Mr and Mrs. **** have been extremely rude to our office manager and area manager. 

   

  Customer response

  03/03/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  The hood latch wasn't broken when we took the car in the facts are we were sold a car that still has blood in it from the previous owner having an accident. They can fix the problems or we will file a lawsuit. We have gotten oil changes from the carlot and our hood latch wasn't broken so why is it broken now?
  
  
  
  Sincerely,
  
  
  ***** ****

  Business response

  03/08/2022

  Ms. ***** rented this vehicle in 2019.  We do an inspection of every vehicle at the time it is rented and the customer signs off on the inspection sheet.  If there were issues with the vehicle then they should have been reported on the inspection report in 2019 not three years later.  Recently the vehicle was brought to us and our team noticed damage on the front of the vehicle.  Any repairs to the hood latch would be the customers responsibility.

   

   

   

   

   

   

   

   

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them in October. I had to take it to them 4 times. The car has a warranty. The dealer is saying the warranty does not cover electrical issues. They are refusing to at least give me a loaner car while it is getting fixed. They sold me the car with electrical problems if it is electrical. I am disabled and I just want to go to my nieces funeral. They told me when I purchased the car they have loaner vehicles, not they say the do not do it.

  Customer response

  12/09/2021

  They called me yesterday with an attitude and they didn't offer any resolution.  I just want a refund now.  I don't even have the vehicle. 

  Business response

  12/09/2021

  Ms. ***** entered into a rental agreement on 10-25-21 for a 2012 Dodge Grand Caravan.  This is her second vehicle with us, the first vehicle was totaled on 9-26-21.  On or about November 4, 2021 the vehicle was brought in and we replaced the alternator.  The vehicle was brought in again and we sent it to our transmission shop for repairs.  Repairs were completed and the vehicle was returned to the customer.  I was told by our store manager that the Ms. ***** drove to Georgia without issues.  We got another call and we had the vehicle towed to the shop.  Ms. ***** drove the vehicle in on 12-06-21 and we immediately sent it to our transmission shop.  Due do the intermittent issues, our transmission shop is looking at possible electrical issues this week to see if there is a short somewhere.  We have requested that the shop make this vehicle a priority so that we can resolve issues and get the vehicle back to the customer.  

  Unfortunately, our Orlando store does not have a loaner.

  We do offer a 3 year or 50,000 warranty program on the engine, transmission and drive train.  

   

  We are willing to give a $250 credit to Ms. ***** for the inconveniences that she has experienced.

   

  Customer response

  12/11/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ***** because I still do not  have the car

  I'm missing doctors appointments  I'm being charged 50 every time I cancel an appointment 

   because I cant get to them i miss my loved ones funeral 

   I'm not behind on any payments 

  I have medical equipment in the car and when I asked where was the car so i can get it they would not tell me 

   I bought the car to them the next day and told them the doors were opening by themselves and the lights were turning on and off by themselves 

  I would like $300 for part of my deposit back and my $424 back to amount for all the time I was without the car

   

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