ComplaintsforC3 Rentals, LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are rude I didn’t submit a payment yet with the new payment system ******** is vary rude and should not be in customer service she is blaming me for submitting a payment even if I never did. I need to be able to submit a payment online that’s the only way I can submit a payment my bank is not even 5623

  Business response

  08/23/2024

  Better Business Bureau and Mr. *******:
  

  It is with our deepest regret that Mr. ******* feels the need to file another complaint five months later for the exact same situation that occurred previously.

  In this case, Mr. ******* received a secure payment link to our new payment processor through the typical communication channels that he has used with us in the past. The payment link can not be accessed or utilized by anyone other than Mr. *******. Similar to the March complaint, Mr. ******* attempted to make 5 ACH payments through the provided secure link which were all declined or returned between 8/19/24 and 8/20/24 (See attached Transaction History). Based on the declines/return of payments, the system froze access to the online payment methods.

  As discussed with Mr. *******, he will need to mail a check for his payment due to the abuse of the process which resulted in the freeze. We are currently working with the payment processor to see if we can unfreeze at least the card payment methods for Mr. *******. 

  This is an isolated situation only with Mr, ******* as no other customers have experienced similar situations. Based on the history of Mr. ******* account, the situation arises from user error or user abuse of the system through attempted submissions of ACH payments that resulted in declines/returns again. Due to the similar/identical situation arising only with Mr. ******* account, the online payment method was frozen based on evidence of fraudulent transfers.

  Unfortunately, the freeze for online payments must remain on his account until the payment processor will allow at least card payments. The process was followed in accordance with our company policies when evidence of fraud is present. Had the customer account not already have had a similar situation occur in the past, then the online payment account would not have been frozen. However, the customer is still afforded the option to mail in a check for his monthly payment and is also afforded the option of returning the trailer.

  Should you have any questions or concerns, then please feel free to reach out to C3.

  
  Thanks,
  C3 Rentals

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 01/19/24 I picked up a trailer that was “rent to own” through C3 rentals. The contract states a $986.12 refundable security deposit. I returned my trailer in March, and have not received my security deposit back. I called in numerous times and the manager is never available. Today I was told that $4XX.00 would be issued to account for the security deposit. I was told that $5XX.XX was deducted due to market value and such. After reading through the contract, I noticed that the security deposit is in sole determination of the condition of the trailer. I don’t understand why you won’t issue my full security deposit back to me. The trailer is in perfect condition and it is not legal to deduct portions for your own benefit. Give me my full security deposit back or we can settle this is court for 5x the amount.

  Business response

  05/15/2024

  Mr. *****:

  It is with our deepest regret that you were led to filing a complaint based on a misunderstanding of the terms of your agreement. When you entered into this agreement, the trailer was purchased by C3 Rentals, LLC ("C3") from the dealership ******* ** ******** * ********* for purposes of your use in accordance with the terms of the rental purchase agreement entered into between you and C3. The terms were clearly stipulated in your rental purchase agreement which you initialed each page and executed with your signature. The agreement is attached hereto for reference with highlights of the relevant sections for the reduction in the amount that was returned to you from your security deposit.

  In this situation, C3 purchased the trailer from ******* ** ******** * ********* in the amount of $19,269 for the specific purpose of your use in accordance with the terms of the agreement. You proceeded to use the trailer in accordance with the terms of the agreement. However, you decided to return the trailer within a few months of entering into this agreement. At that time, C3 was obligated to refurbish the trailer into marketable condition for purposes of resale of the trailer by such things as conducting third party inspections to ensure operability, cleaning, rekeying, etc. This was necessary for purposes of the resale to obtain as much of the original $19,269 originally outlaid through the resale.

  The refundable security deposit section of your agreement states as follows: "At the time of the execution of this Agreement, Lessee shall pay to Lessor a refundable security deposit in the amount of
  $986.12 to be held by Lessor until Lessor cancels the Agreement by returning the Leased Trailer in good condition (excusing normal wear and tear) or Lessor becomes the owner. Otherwise, this deposit will be applied to the cost to return the Leased Trailer to good condition and to cover unpaid periods in which the Leased Trailer was not returned to Lessor, plus other accrued fees and charges." In your case, there appears not to be any unpaid periods, but there were other accrued fees and charges as it relates to refurbishing the leased trailer to place it in marketable condition for purposes of resale. This refurbishing fee is itemized out in the "Itemized Statement of Other Charges" section of your agreement and amounts to a $500 Refurbishing Fee. This Refurbishing Fee was deducted from your refundable security deposit resulting in the returnable amount being $486.12.

  Since the refurbishing fee is the only thing being deducted from your refundable security deposit, you will not be responsible for any additional losses incurred by C3 as a result of selling the trailer for a loss during the resale of the trailer rented by you. We also do not charge an early termination penalty so you are not responsible for the other costs unless it relates to unpaid rent, additional accrued fees/charges, repairs or repossession fees which appear to have not occurred in your case.

  Once again, we believe in customer satisfaction, and we are happy to discuss further you the details of your agreement as relates to the amount of your refundable security deposit that was returned. Please feel free to reach out to our customer service line if you would like.

  Thanks,

  C3

   

  Customer response

  05/15/2024

   

   Complaint: ********

  I am rejecting this response because the trailer was in excellent condition when returned to C3. Security deposits do not account for refurbishment. Does a landlord decrease your security deposit because they have to rekey their doors after you move out? No. Fortunately for me, I have access to a very good legal team that has already given their input. Also, please understand I am a resident of MD, therefore you have to abide by my state laws. There’s no doubt this is going to court. In the end you guys will regret not refunding the initial security deposit. We will see you in court. Using the security deposit for personal use is unjustifiable. Also the contract is month to month so who cares if I back out after the 2nd month. There’s nothing you can physically hold me accountable for. 

   

   

  Regards,

  ****** *****

  Business response

  05/15/2024

  Mr. *****:

  I understand your frustration, but we are obligated to abide by the terms of the agreement which is drafted in accordance with Maryland state laws. The agreement clearly itemizes out the other charges in section 1.(d) which includes the refurbishing fee. The refurbishing fee is mentioned in the refundable security deposit section 2. where it specifically mentions other accrued fees and charges as amounts to be deducted from the refundable security deposit. This fee is accrued at the time of return and is not used for personal use. This fee is solely used for placing the trailer into marketable resale condition. 

  Furthermore, any actual legal action would force C3 Rentals, LLC ("C3") to be present in Court to enforce the terms of the Agreement as they are written. Section 13 of the agreement addresses situations such as this and states the following: "To the extent permitted, in the event Lessor incurs costs and expenses in enforcing the terms of this Agreement due to nonpayment, breach, or other default by Lessee or by any agents, servants, or employees of Lessee, Lessor shall recover from Lessee and Lessee shall pay to Lessor, all of Lessor's costs and expenses resulting therefrom, including but not limited to court costs, reasonable attorney's fees, and other costs of collection." 

  Lastly, I want to ensure you that our goal is not to deprive you of any monies owed to you. We simply abide by the terms of the Agreement and deducted the refurbishing fee from your refundable security deposit as it is laid out in the Agreement. Our process of evaluation is the same on each and every trailer returned/repossessed. It is with our deepest regret that you are threatening legal action. If you wish to address this via phone call and reach an amicable understanding, then we are happy to discuss in more detail with you via phone call through our customer service line. We can connect you with a manager and reach a fair understanding to resolve this without legal action.

  Thanks,

  C3

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 25 Spoke with them and they said I could get the refundable amount of the down payment if I wish to return trailer since I only had it for w week or two to which I got a msg saying to take pictures of trailer infront of dealership and send it to their email I did that same instant said it Wil take about week for inspection and to get the refundable down-payment msg them about the refund and they said I didn't have any refund in my account and replied back on what they told me on a recorded call about it to which they didn't reply back after telling them about it and even after returning trailerans canceling itthey still sent the playe out a few days after but no refund yet all I want is my refundable money back nothing else

  Business response

  05/07/2024

  Mr. ******:

  It is with our deepest regret that you were led to filing a complaint based on a misunderstanding of the terms of the agreement. When you entered into this agreement, the trailer was purchased by C3 Rentals, LLC ("C3") from the dealership **** **** for purposes of your use under the rental purchase agreement entered between you and C3. The terms were clearly stipulated in your rental purchase agreement and are attached hereto for reference.

  Of the total initial payment of $1036.52 for purposes of entering into the rental purchase agreement, this amount was applied as follows $285.10 for first month's rent, $17.82 for sales tax, $183.60 refundable security deposit, $200 for titling of the trailer, $75 for registration/plating of the trailer, and $275 for GPS unit placed on the trailer. Of this initial payment amount, the only potential for return of money is associated with the $183.60 refundable security deposit.

  The refundable security deposit section of your agreement states as follows: "At the time of the execution of this Agreement, Lessee shall pay to Lessor a refundable security deposit in the amount of $183.60 to be held by Lessor until Lessor cancels the Agreement by returning the Leased Trailer in good condition (excusing normal wear and tear) or Lessor becomes the owner. Otherwise, this deposit will be applied to the cost to return the Leased Trailer to good condition and to cover unpaid periods in which the Leased Trailer was not returned to Lessor, plus other accrued fees and charges." In this case, there was not any unpaid periods, and the good condition inspection can take around 2-3 weeks to be completed by an independent inspector engaged by C3. The inspection has not been completed yet, but the other fees and charges exceeded the refundable security deposit amount resulting in the rejection of the return of the refundable security deposit prior to the completion of the inspection. As it regards the other fees and charges, these include charges for remarketing the trailer for purposes of resale among other things. 

  Since C3 purchased the trailer for purposes of this rental purchase agreement in the amount of $6,680, it must resale the trailer once you returned the trailer and terminated your agreement which is the purpose of the remarketing charge. The remarketing charge exceeded your refundable security deposit of $183.60. Despite the charge exceeding your refundable security deposit, we do not charge customers an early termination penalty so you are not responsible for reimbursing us for the costs that exceed your refundable security deposit unless it relates to unpaid rent or repossession fees which in your case it did not.

  Once again. we believe in customer satisfaction, and we are happy to discuss further with you the details of your agreement. Please feel to reach out to our customer service line if you would like.

  Thanks,

  C3

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes noticed a payment was submitted that I did not do from ach they said they charged me 10$ fee I advised I did not do them the manager was vary rude and did not care I asked for her manager she hung up on me I need this resolved now

  Business response

  03/22/2024

  Better Business Bureau:

  It is with our deepest regret that our customer feels the $10 fee was charged in error. In this case, we will be unable to waive the fee as these fees were charged in accordance with our agreement with the customer in the case of NSF transactions related to customer payment.

  In this case, customer attempted to pay off his trailer early through various payments from the customers account, and customer also called in from his number on file to confirm receipt of payment and timeline for mailing of the title to the trailer. The payments were declined resulting in fees which are laid out in the agreement. 

  As laid out in the attached customer communication history and payment history, the facts are laid out as follows:

  On 3/9/2024, the customer received welcome call at the time of picking up his leased trailer, and the customer proceed to log into his account online and paid $6,255.40, $2,739.38, and $1,936.64. The amount in excess of his early payoff was cancelled by our team as this was over the required amount to own the trailer. On 3/10/2024 customer submitted in additional $3,500 that was cancelled on his behalf because he had paid more than his early payoff already. On 3/11/2024, the customer again logged into the portal and paid $2000.00 which was again cancelled on his behalf due to over payment.

  On 3/11/2024, someone who identified as the customer called in from number on file of ending in 9669 to confirm that we had received the payments via ach and timeline for mailing title. At that time, we let him know once his bank clears, we will mail title which can take 4 weeks as he had just entered the agreement.

  On 3/15/2024 the two payments that were not cancelled and were able to be processed by our bank came back as Corporate Customer Advises Not Authorized-RDF(customers bank) has been notified by Receiver (non-consumer) that entry was not authorized. At that time, our company sent him message to notify him the payments were declined.

  On 3/19/2024 customer emailed about the 2 returned payment fees. At which time, we informed the customer of his login to the portal to make payments and call in from the 9669 number to confirm receipt of the payments, and we also provided him records of his payment history and informed of our call log records. We also informed of the NSF charges allocated to his account in accordance with his agreement for the rental of the trailer.

  On the same date,  Customer called in from same 9669 number and spoke to a representative. Customer was disputing nsf charges saying his account was hacked and he will not pay it. Unfortunately, we informed that charges will have to remain because these fees are charged in accordance with his agreement. Customer got upset and cussed at the C3 representative. Customer was transferred to manager and everything was explained to him again. The customer proceeded to cuss and threaten manager who informed him the charges were charged in accordance with the agreements and actions taken by customer through his account.

  Unfortunately, the charges must remain allocated to his account. The process was followed in accordance with our company policies. Had the customer not called in to confirm receipt of the ACH, or proof of being hacked have been provided, then we would have considered waiving the fees. However, this did not occur so the fees will remain and two months worth of rent will not be waived as C3 did nothing wrong.

  Should you have any questions or concerns, then please feel free to reach out to C3.

  Thanks,

  C3 Rentals

  Customer response

  03/22/2024

   

   Complaint: ********

  I am rejecting this response because: I did not call in or pay those I don’t have that kind of money I pay monthly you also never requested a police report to proof my cell phone was hacked so I never provided that I need the fees waived now if you asked for proof I would off provided them and shown you my phone was hacked I didn’t have access to my phone for awhile until T-Mobile gave me access again, your company isn’t right rude and don’t care about customers all you care about is money and that’s not how you do business you can waive the fees as a courtesy I never logged in to pay I created an account to set up autopay but that’s all with my debit card not ach 

  Regards,

  ****** *******

  Business response

  03/22/2024

  Better Business Bureau:

  Unfortunately, the fees are allocated in accordance with our internal policies when we receive an NSF fee from the bank. The NSF was not cause by us, and we simply can not remove a fee that we were forced to pay through our providers. We are sympathetic to situations, but the onerous to provide proof of being hack would lie with the customer.

  At this time, we are unable to remove any fee since we were forced to pay the fee, and the customer has not provided any proof that this was not caused by him beyond a simple statement.

  Sincerely,

  C3 Rentals

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Late two payments. January 22, February 22, 2024. A repossession company called, said for us to call the loan company to square up payments. Called to make payment today and they are charging a 1500.00 repossession fee for something they didn’t take or to our knowledge, even see. We would happily pay our payment but now, they want a attritions amount for a non-repossession.

  Business response

  03/19/2024

  Better Business Bureau of Mississippi:

  First, I want to apologize for this complaint being filed and your time being wasted having to deal with it. This is simply a case of a Mr. ******* falling several payments behind on a piece of rental property, and the rental property being issued for repossession within our company processes. This unfortunately upset Mr. ******* despite receiving several notices during the process. 

  In this case, Mr. ******* has not made a payment since December, and he will have missed three payments on the 22nd of this month. (See attached payment history). During this time period until driver was on site on 3/13/24, he failed to take or return around forty-four of our calls and messages, and he also received first default notice on 1/29/24, late letter on 2/6/24, repossession warning on 2/12/24, and second notice of default/repossession status on 3/6/24. (See attached customer communication history and second default notice).

  Despite Mr. ******* claim of driver never picking up the trailer, our contract repossession driver was on site and spoke with Mr. ******* on 3/13/24 at which time he told the driver of his intent to pay C3 so driver left. (See attached RDN notes from Repo Driver), After denying our repo driver of picking up the trailer, Mr. ******* called in on 3/15/24 and asked about the overdue amount, and it was explained to him that he owed two months worth of payments and the expenses associated with the repossession driver in which C3 was forced to engage by his failure to pay as explained in the second notice of default and his agreement. (See attached communication history, agreement and notice of default). After being informed of the amount owed, they did not pay and threatened to file a complaint with the BBB to have the company shutdown.

  Unfortunately for Mr. *******, he failed to make payments on his account resulting in his account being moved to repossession status, and an account moved to repossession status has several costs associated with it such as skip tracing, dry run fees with drivers, and time spent by employees and contractors during the process. Mr. ******* had several notices and opportunities to prevent this, but we were forced to move forward with the repossession process and acted in accordance with the rights within the agreement between C3 Rentals and Mr. *******.

  If you have any further questions or concerns, then please feel free to reach out to me at C3.

  Thanks,

  ****** *****

  Chief Legal Officer

  C3 Rentals, LLC

  Customer response

  03/21/2024

   

   Complaint: 21440041

  I am rejecting this response because: This is not entirely true. All the phone calls where never reached by me. The driver was not at our home. We tried to make a payment on 3/1 which did not go through. A $1500 fee is ludicrous and we would happily pay a reasonable one should one be offered. We have the money to catch up on payments, and tried to do so when the new payment for the 22nd came due. Now three payments and a 1500 non repossession fee. That is sickening. Please adjust the fee to a reasonable amount and allow us to catch up. 

  Regards,

  ***** *******

  Business response

  03/22/2024

  Better Business Bureau:

  It is with our deepest regret that customer is rejecting our response. At this time, we have afforded him over three months to rectify the situation to avoid repossession. Our contract clearly states that the trailer is eligble for repossession immediately at the time of default. We have attempted to give the customer several opportunities to rectify the situation by making payment on his account to bring his account back in to good standing. The fee was applied to his account in accordance with our policies and procedures when a customer account reaches repossession status and a repossession attempt is made as there are costs and fees associated with these efforts.

  Additionally, our records attached in the previous response indicate numerous efforts to reach the customer along with notices to the customer to inform him of the status of his account. Our records also clearly indicate the driver being on site and speaking with the customer who stated his intent to bring the account current resulting in the repo driver leaving. If the customer failed to respond to the calls and failed to realize the his account was reaching several months overdue, then there is little that we can do besides moving an account to repossession status and attempt to reclaim our property.

  As recently as 3/21/2024, we attempted to speak with the customer and inform him that he could bring his account current by making a payment in full for the three missed payments, late fees and repossession fees which would allow him to avoid being relived of the property. Customer proceeded to cuss and threaten our team members. They also continue to harass the company through complaints with this bureau.

  At this time, there will be no changes to the amount owed, and the customer's only option is payment in full which includes missed payments, late fees and fees associated with being moved to repossession status.

  Sincerely,

  C3 Rentals

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/23/23, I purchased a trailer from *** ******** for $13,920. I "leased" it thru C3 Rentals. At the time of purchase, I specifically asked the trailer company if I would be able to pay off the trailer early without penalty because I had planned on paying it off in full within 6-8 months or so. Fast forward to now, our 10 month old baby started medical testing to see if she has fluid around her brain and my fiance unexpectedly got laid off. I called on MULTIPLE occasions to make payment arrangements. Once in December, at which time I was told to "Try and keep the payments under 20 days past due." That at 20 days past do they "Technically can reposes the trailer but there is a little more wiggle room". I did that for a while until Fast forward to February when things started to add up. I called again to ask what the options were. At that time, I was met with a very RUDE employee that said "There are just no options and just to pay my payments" at which time I asked to speak to a supervisor and was advised they would call me back. I never received a call back. I called back again at which time I talked to someone and was told that as long as I kept paying payments and kept the account under 60 days late that they would not reposes. I did that for almost a month and then they came to reposes the trailer yesterday. At which time I explained I had been doing what I was told and conveniently they have "No notes" of this. That if I want to trailer back I needed to pay the "remaining balance" of over $17K. I asked where they got that number and just keep getting sent in circles. I called today to be told the amount is now almost $19k, and at one point told $29K. No one can give me an explanation and just keep getting told "Their hands are tied" even tho the contract shows I should be able to pay $13,920 minus 25% of the payments I had made already. Now I am out over $5K on this trailer because I am NOT paying $30k for a trailer work $13K. DO NOT USE THIS COMPANY!

  Business response

  03/11/2024

  Dear BBB:

  Despite our best efforts for explaining contract details, the customer is under a false impression that she purchased the trailer. She was merely renting the trailer.

  As indicated by the customer communication history, she did talk to our team in December in which she made a commitment to make payments to bring her contract out of repossession status. She failed to meet this commitment and failed to take our calls for months. She ultimately never talked to anyone on our team until we had repossessed the trailer despite several attempts by our team to inform her of the trailer being in repossession status and endanger of repossession. Throughout the period from November until repossession, she never made a full payment and was over two months in arrears which is the reason for being in repossession status in accordance with the being in default under the contract. Being in default is the sole reason for her trailer being repossessed.

  She mentioned in her complaint a reference to the contract and early payoff amount. Once the customer was in default and trailer had been repossessed, the terms of the contract became null and void as there was no longer contract between C3 and the customer. We have a policy at C3 that we allow customers to purchase the trailer outright including repossession fees, back-rent, late fees and any other costs accumulated during the contract period with the customer. This was offered to customers as is our internal policy. She refused our courtesy offer which was not required and threatened legal action so we ceased communication at that time. 

  Additionally, she claims the desired settlement of refund and the disputed amount as $5,229.47 which is more than she ever paid to C3. As indicated by the statement of account, she paid $2,865.63 since the inception of the past agreement with Mrs. *******. Therefore, this amount is inaccurate and does not take into account over $2000 that is still owed to C3 not including damages and expenses associated with getting the trailer back into a condition to resale. 

  In conclusion, this complaint is without merit as she was afforded several opportunities to bring her account out of repossession status and failed to make payments or take our phone calls regarding her account. The claims of payoff options in reference to the contract is also mute as there was no longer an active contract once in default and repossession having occurred.

  Thanks,

  ****** *****

  Chief Legal Officer

  C3 Rentals, LLC

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an enclosed cargo trailer in Texas and it was financed through a rent-to-own company, C3 Rental Management. The trailer was paid off, and sold to my brother-in-law(in March *0*3) through a bill of sale with the understanding that it would be paid off and I would be receiving the title from C3. I never received it. I’ve tried reaching out to them through their email providing them with bank statements(7/15/*0*3) showing the payments made that were never credited to my account with them. I then followed up with them on July *4, *0*3, and got zero responses from them. On September 8, *0*3, they attempted to repossess the trailer from my brother in law, and I tried to contact them via phone on September 8, *0*3, and they would not speak to me at all.

  Business response

  09/19/2023

  Top whom it may concern:

  Mr. ******, attempted to claim that he was under a bankruptcy. The case was dismissed 9/3/*3 and confirmed with the attorney that he provided us to contact. Additionally, he did not properly list C3 so we never received notice of the bankruptcy.

  I have attached 3 attachments:

  One attachment "*0*3 Payment History" shows the pay history from Mr. ******. I'm not sure if the support he provided was fabricated, but the only lump sum payment we show is for $*,000. That was after several NSF payments that are evidenced in the attachment.

  "****** ****** Contact Log" shows every text/call/email/letter sent to Mr. ******.

  "****** ****** Days Late" is a screenshot from our system showing that Mr. ****** is currently 50+ days late. This is why the trailer was out for repossession. 

  Please let us know if there is any other information or support we can provide to dispute this accusation.

  Thank you

  Customer response

  09/20/2023

   

   Complaint: ********

  I am rejecting this response because: I have made multiple attempts to reach C3 to figure out why this hasn't been resolved, and they either 1) do not respond via email (see original correspondence for reference), or outright refuse to speak to me over the phone. The BBB was the next step in resolving this issue, since they refuse to work with me. The documents I provided the BBB have been the same that I have provided them numerous times. 

  Regards,

  ****** ******

  Business response

  09/20/2023

  Mr. ******,

  You can see from the documents attached earlier, that we have attempted to call/text several times. We never received a $6,000 payment from you. You are 50+ days late and if you would like to keep renting the trailer we will need to receive payments from you. If you catch up your payments we will take you off the repo list.

  Thank you.

*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. ↩