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Complaint Details
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Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 14th, I purchased numerous brand-new items from ACE rent-to-own. I also paid for delivery and setup. However, they created multiple contracts instead of just one contract for the items I purchased. When the items were delivered, they were not set up, unwrapped, or unboxed as I paid for. The couch is faulty and missing the legs. This was bought as a set with side tables, a coffee table, and lamps. They are telling me that I cannot return an item and get a refund or credit to my account, but they can replace it. They are saying I will still have to pay for two months. This product came faulty. I don't want it. I can find better elsewhere and get what I actually pay for. They also charged me for a TV for which they have no signed contract for. They need to come and pick up the couch, side tables, coffee table, lamps, and TV, all of which are still in the original packaging as they were delivered, and refund or credit me the down payment and additional payments I made on these items.
Business response
06/11/2024
First, please allow me to apologize for providing service that was not acceptable. We have no objection to picking the merchandise up and issuing a refund of all monies paid. The total paid was $654.41. please have Joshua contact the store and we will agree to a time to pick up the goods and provide a refund.Initial Complaint
04/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have paid over $1000 for a PS5 and have been HARASSED every week since I started paying. I told them when I went in it would be every two weeks they would be paid, and every two weeks they have been paid the FULL amount. They call every day, show up at my house no matter how many times I explain to them I pay every two weeks. Now they took away my ability to pay at all unless I go in and talk with them. I do not want to go in and talk with them. I work nights so my schedule does not line up to do that, and I have TOLD them this numerous times.Business response
04/17/2024
Even though ********* same as cash period has expired, we are willing to extend the cash price and apply all the rent that ******* has paid towards the cash price, which amounts to a massive reduction in the total ******* will pay to acquire ownership.. This leaves a balance off $222.20 plus tax for a total of $237.75 with tax. We have turned back on the on line payment option. We ask that ******* get the account paid in full as soon as possible, and he is welcome to pay every two weeks.. If ******* would like to speak to me he may dial me at ************* **** **** or **** ******** is the store manager at the Fremont store and can be reached at ************ if he has any questions.Initial Complaint
04/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ace rent to own has been harassing my family and friends I’ve paid over $**** for a couch and a mattress that was worth each $*** but yet I still owe more money this is horrible they have even gone to my job and because of them they terminated me the harassment never stops with them this has taken a toll on my health and life that this is a ********** company to invest your money into..Business response
04/27/2023
I have spoken with Ms. ***** myself this morning. She had some questions and had me look into her business for her to make certain she had not overpaid. I conducted a thorough audit and verified she had not overpaid. She had some other questions, which i answered for her and she told me she was satisfied with the situation.Initial Complaint
03/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I went to Ace to return an item because I found something cheaper but better. And am moving in 2 weeks out of state. The manager was following me and my child telling me I had to buy something else to fulfill a 2 month contract. Line 7 on their paperwork is if I move from the address then I have to get permission. I’m moving to ******** so no desire to keep something I don’t need. He threatened to put it on my credit report.Business response
03/13/2023
Dear Ms. ******,
I apologize for disappointing you with regard to our customer service. While it is true that you did sign a two month minimum rental agreement and did not fulfill that part of the agreement, I am willing to let that go and take no further action. We have closed your account on good terms. When you encountered Mike ********, my District Manager, in the store, he was trying to explain to you that by not fulfilling your two month minimum it might effect your in store credit rating, in other words, your ability to do more business with us in the future. We do not involve a third party collection company for situations like yours. I am assuring you that this is not something that will ever effect your credit score. I wish you safe travels in your move to ********.
Best regards,
Lyn *****- President
Initial Complaint
09/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The computer that I make payments on weekly every time I save a file and I have school work to do and I have to browse for my school work to get it submitted I cannot find it on the computer and I've been having this problem for over a month now something needs to be done either they replace it for a new touch screen computer or get me a new oneBusiness response
10/04/2022
Business Response /* (1000, 5, 2022/09/08) */ We are very happy to help you with your computer in any way needed. Alex, from the store you are doing business with, is a computer expert. He asked that you bring the computer in and he will have a look at it. If there is a problem with it, we can either exchange it for you or send it to service and give you a loaner while it is being repaired. We really want to help you with this situation, so please stop in with it soon.Initial Complaint
06/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My family and I have been in business with ace rent to own for a better of * years if not more, I have a item from them that they are charging crazy amount for and constantly adding money to it I did not see this in the contract and nor was I told, with the money I have paid for this item I could of bought it 4 times if not more. Last I spoke I owed **$ I should have paid this item off just this Tuesday but I am being told I owe more for it which was not mentioned before I am furious they can't do business if they aren't straight forward.Business response
07/15/2022
Business Response /* (1000, 5, 2022/06/21) */ The account that you refer to in your complaint is paid in full. No further monies are required for this account to be considered paid in full. I have noted on your account profile that you do not wish to have any future contact from our company. We agree to your desired resolution.Initial Complaint
06/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
An old friend of mine used me as a reference years back. I do not talk to this person anymore. I have told Ace rent to own this on several occasions. Ace rent to own continues to call me even after being asked not to call. I am being harassed by this business and I have never even purchased anything from them. I was a reference.Business response
07/12/2022
Business Response /* (1000, 8, 2022/06/27) */ We will willingly comply with Ms.********** request and delete her contact information from our files. We simply need to know the name of the old friend who listed her as a reference. The minute she supplies that information, I will personally see that her information is purged from our system and can also promise that she will not receive any additional communication from my company. Consumer Response /* (2000, 10, 2022/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Lisa ***** was the person who supplied me as a referenceInitial Complaint
02/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So I have a bill at ace rent to own and I'm just two weeks late ********************** and they just keep calling, and harassing me at my place of residents and leaving letters for anyone to get a hold off every single day. ********************* as it is and they are also charging my account on a monthly basis when its suppose to be weekly. Please help !!Business response
03/08/2022
Business Response /* (1000, 5, 2022/02/15) */ Dear Ms. ********, ************************************************************************************** I am willing to help you in any way you need. Our primary interest is helping you accomplish owning our products. There are plenty of things I can do to help you. We can give you some free time and help you get back on schedule to make payments on your paydays. We can do a good news exchange and lower your payment by getting you into less expensive products. You can also close any rental accounts that are not vital to you by returning the rented property or requesting that we come out and pick the items up. We only do this if it is your desire. There are other things I can do to help that are less common, but might be effective in getting you back on track. Please call me directly at ************, ********, so I can understand your hardships, and together we can develop a plan to solve your difficulties. I started this company 40 years ago and have helped many people through rough patches. I promise to help you in any way needed. Very truly yours, Lyn ***** Ace Rent-To-Own PresidentInitial Complaint
02/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They are harassing me. I have asked them multiple times to stop calling me. They originally called me to ask questions about a customer who was trying to get financing or wanting to rent something. Since then I have received multiple calls every week for several months on somebody I don't associate with on a regular basis and I have told them that multiple times. I don't even have the ability to contact the main person they are renting to. I am not their customer nor am I in the household of their customer. I don't know what else to do to make them leave me alone. They called again today 2/9/2022 after I told them the last time they called me I'd be reporting them if I receive one more call. I'm fed up.Business response
03/02/2022
Business Response /* (1000, 5, 2022/02/15) */ Dear Ms. ********, I would immediately take you out of our data base and promise we will not contact you any more if I only knew the name of our client who listed you as a reference. Once I receive that name from you, I will delete it from our system and you will not receive any additional communication from our company. I look forward to your reply, listing our client's name so I can take swift action. Very truly yours, Lyn ***** Ace Rent-to-Own PresidentInitial Complaint
12/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Being harrased every day by Ryan saying to get a message to a family member that they are trying to contact them I have told them to stop calling me because I have no contract with ace rent to own nor have I ever bought anything from them and even after telling them to stop calling they continue to call they have been blocked from calling my number but even after that they still call and leave a voice mail every day sometimes multiple times a day.Business response
12/27/2021
Business Response /* (1000, 5, 2021/12/15) */ We will gladly comply with Ms. ******** request. We have removed her contact information from our data base and will not be contacting her in the future for any reason.
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Customer Complaints Summary
11 total complaints in the last 3 years.
2 complaints closed in the last 12 months.