ComplaintsforRTO National

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Receipt for 6-25-24 for 195.00 for rto carport never was I told I had to own my own land .Was not in the papers if owned land . Got a text later saying landlord had to approve went the next morning told I could not get my 195.00 back . There keeping it for something they didn’t tell me to start with.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My carport was finance for 36 months. I pay it off in 15 months . I pay my balance off. Now the company says I still owe 20.39 . It won't let me pay the rest because it says it due June 29 2025. I just wanted my balance pay off now.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bank sent a monthly check higher than what was due and the check was sent to my home. I went into the system and paid the due amount and stopped all future checks to the wrong address . Another payment was in process and my bank put a stop on it as well. I made the next due payment on the on line portal and was charged an NSF fee by RTO . I asked the customer service to wave the NSF . Because I had paid what was due and it was not my fault. They refused to remove the NSF , charged me $30 and stated it was company policy. This company refused to give a customer courtesy even though I was not at fault. I advise anyone thinking of using them to think twice . They are a high interest rip off company . They have poor policies and very poor customer service. Do not finance with this company.

  Business response

  02/06/2024

  Please allow this letter to serve as our formal response to the above complaint.  RTO Finance LLC takes its customer service and consumer protection obligations very seriously.  As a result, it has resources devoted to its compliance-related functions designed to identify, resolve, and permanently correct potential operational deficiencies and improve upon customer concerns.
  
  RTO Finance LLC values its customers and strives to always provide professional services that exceed our customers’ expectations.  We have investigated Ms. ********* concerns outlined in her complaint and the results of our investigation are the following.
  
  Ms. ******* entered into a Retail Installment Contract with RTO Finance LLC on May 26, 2022 (“Agreement”) for purchase of a 10x12 **** Shed Storage Building.  The Agreement called for monthly payments in the amount of $207.22 each beginning November 12, 2022.  Additionally, if a payment is returned a returned payment fee would be assessed.
  
  As Ms. ******* states in her complaint, she requested her bank put a stop payment on a check that was later received by RTO National LLC.  When we submitted the check to our bank for processing, the check was not honored.   As a result, an NSF fee was applied to her account in conformance with the terms of her contract and her state laws.  NSF fees are appropriate due to the charges that we receive from our bank, as well as to compensate the company for additional work that is required by our Accounting Department and Operations Department as a result of the dishonored check.
  
  Ms. ******* states in her complaint that she requested the NSF fee be waived because she had made a payment and it “was not [her] fault.”  In reality, the fee was assessed appropriately because of Ms. ********* actions of placing a stop payment on a check which was only necessary due to her actions.  Nevertheless, because Ms. ******* was proactive in making her payment and keeping us informed, our supervisor requested that the NSF fee be waived on the account as a one-time courtesy to Ms. ******* on January 25, 2024, the same day Ms. ******* spoke to our supervisor.  Our Accounting Department fulfilled the request by waiving the fee on January 31, 2024, prior to receipt of her BBB complaint.  A review of the phone recordings revealed that Ms. ******* was informed on January 25, 2024 that this request had been made prior to her filing of this complaint.
  
  We appreciate Ms. ********* business and hope that we have been able to clear up any misunderstandings that she had related to the reason for NSF fee and the status of it on her account.   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a ******** for my backyard. RTO National carried the debt. My first payment, which I sent directly by BillPay from my Credit Union was sent on time. But RTO said the payment had incorrect routing number and account number. They cashed the check, but then charged me $60 in late charges. How could the routing number and account number be incorrect when it was sent directly from my Credit Union? To top it all off, when I didn't immediately pay the $60 in late fees, they've called and harassed me 3-4 x a day! Stay away from these crooks, folks. If they're financing the loan, say "no thank you" and RUN!!

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a rent-to-own shed. I signed a contract for the amount in August of 2021. I paid the shed off, I believe, this year. In September this year, the ‘finance’ company contacted me, stating I owed $5500 more. I asked for proof and they email me a contract that I’ve never seen before. The finance company is harassing daily with text messages, emails, etc.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  RTO would not service the rent to own equipment so I purchased a different unit and they will not come pick up their equipment.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been scammed by RTO national. I purchased a central heating and air u it inwhich I was told wasn’t installed right to start. I didn’t complain because as my mother’s caregiver I had to loose many pay checks. I got behind on my payments. They was taking me to court soo my daughter caught the payments up. So now I’m all caught up and don’t owe much on the unit. Soo I make what I thought was my last payment to find out that my agreement and paperwork of$6000 was doubled. So I’m listening to the bs the customer service lady and recording our conversation. She basically could not give me a clear understanding of why my payment doubled. But she did say if I made a large payment I could call to see if they will cure the agreement and I won’t have to pay anything else. This is soo **. They are taking our signatures and doing what they want.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I signed my contract, there was no co-buyer or authorized 3rd party on my account. I only have two references which are my mom and husband. I don’t mind him calling my references because I work in the same job field. The manager over my account, Vincent, takes it upon himself to harass my husband, demands payment, or threatens to pick up the unit. He also took it upon himself to give my husband my account details and mention to him how many times I’ve paid on time and paid late and other units that I may have. I work in a call center and it’s a strict company policy that states “if the person isn’t on the account, you are not allowed to give out any account details whatsoever. That was not professional of him at all.

  Business response

  08/29/2023

  Please allow this letter to serve as our formal response to the above complaint.  RTO National LLC takes its customer service and consumer protection obligations very seriously.  As a result, it has resources dedicated to its compliance-related functions designed to identify, resolve, and correct potential operational deficiencies and improve upon customer concerns.
  
  RTO National LLC values its customers and is dedicated to providing professional services that exceed our customer expectations.  We have investigated Ms. *********’ concerns outlined in her complaint and the results of our investigation are the following.
  
  While we could not substantiate all of Ms. *********’ allegations, we were able to determine that our employee did not follow our internal company policies.  As a result, appropriate disciplinary action has been taken. 
  
  We regret any inconvenience this caused Ms. ********* and appreciate that she took the time to notify us of her concerns.   If we can be of further assistance, please do not hesitate to contact us.  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had covid and got behind on my April and May payments. I tried to make my payment by phone over the weekend but could not. I called them this morning when they opened and they said I had to pay through a supervisor because the account was out for repossession. My total for April and May is $239.00 but they would not accept that and stated I had to pay June also. June is not due until the 18th and today is only the 12th. I told her she could not charge me for a payment that was not due yet and she told me that she could and would not accept the $240.00 for April and May. The account number is ****** and my rep is Hannah, her phone number is 1-864-********. I was sent to her direct supervisor, no name, and she is the one that is refusing to accept the payments. She is also very rude. The shed is apparently still out for repossession. If they repossess for refusing to take April and May then I will pursue in court.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a furnace in February of 2022 for the price of $2705. Our monthly payment has been $130. RTO National agreed to a lease with us with no term dates on any of the contracts. We have been unable to reach anyone to find out current balance due as they hang up when asked. We finally reached someone and was informed that our payoff amount was $3600 AFTER making payments for 14 months. This is $900 more than the initial cost of the furnace. They are a total scam company who does not provide accurate term information on the contract and lock you into a deal you didn't agree to. Reading reviews it appears to be a very common theme with shady business practices by disguising the total amount you'll owe by stating "If you make 60 monthly lease payments" rather than stating the actual term WAS 60 months. I refuse to pay more than the initial cost of the furnace on top of the 14 months of payments that have been made.

  Business response

  05/17/2023

  Dear Ms. R*****:
  
  We are in receipt of Mr. ******* ******** complaint related to the lease purchase agreement entered into by his wife, ***** ******.  Mr. ****** claims that the terms in the contract his wife signed were unclear.
  
  RTO National LLC strictly abides by all regulations relevant to its lease purchase agreements.  RTO National LLC holds licenses and certifications in every state which requires this and is regularly examined by state regulators to ensure compliance. Our contracts state in very clear language the available terms, conditions, and options for our customers to review prior to entering into the contract.  We also confirm the terms with our consumers via text message or phone call prior to finalizing the account. 
  
  RTO National LLC values its customers and strives to always provide professional services that exceed our customers’ expectations.  We have investigated Mr. ******’s concerns contained within his complaint.  The results of our investigation are as follows.
  
  Ms. ***** ****** entered into a Lease Purchase Agreement with RTO National LLC on February 252, 022 (“Agreement”) for delivery and use of a Nortek Global 3.5 Ton HVAC System (“Property”) with monthly lease payments in the amount of $130.59. As clearly disclosed in the Agreement, at the end of each monthly term, Ms. ****** has the option to continue leasing the Property by making another lease payment, terminating the Agreement and returning the Property, or exercising her early purchase option.   If Ms. ****** leases the Property for 60 months and makes all necessary payments per the terms of her Agreement, she will acquire ownership of the Property. 
  
  RTO National LLC vehemently denies Mr. ******’s accusations and notes that Mr. ****** is not a lessee of the Property and as such was not subject to the disclosure of terms of the lease purchase agreement.  In contrast, Ms. ****** was provided the disclosure of contract terms and acknowledged her agreement to those terms by her signature on the lease purchase agreement and additionally through our confirmation of terms process.  Ms. ****** later authorized us to speak with Mr. ****** related to her account.
  
  In contrast to Mr. ******’s allegation that the contract does not provide a term date, paragraph 3 of the attached Agreement clearly provides “The Term of this Agreement is one month.  This Agreement begins on the date of delivery and expires one month from the date of delivery.  You can renew this Agreement at your option for one-month terms by making a lease renewal payment on or before the date this Agreement expires.”  We also have a process to confirm the customer’s satisfaction after the Product has been delivered and installed.  This process was completed and the delivery and installation date confirmed with Ms. ****** on February 25, 2023.  She also stated it was completed to her satisfaction and our employee then provided her with the due date of March 30, 2022, at that time.
  
  Finally, Mr. ****** alleges that our employee hung up when the early purchase option amount was requested.  Our Director of Operations reviewed the phone call recordings for all phone calls related to Ms. ******’s account.  Our representative disconnected the call due to Mr. ******’s use of foul and vulgar language.
  
  Ms. ****** had the option of paying cash for the storage building on the day of her purchase or applying for traditional simple interest loan with daily interest, however, she chose to enter into a lease purchase agreement which does not require a credit check.  As previously explained, there is an early purchase option available which is calculated per the terms contained in the contract.  The contract also clearly discloses the total of payments in bold text (Paragraph 6 in the Agreement) if Ms. ****** did not opt to exercise her early purchase option and continued to lease for the full 60-month term. Ms. ****** acknowledged her agreement to all of these terms by executing the lease-purchase agreement. Mr. and Ms. ****** each acknowledged during a phone call that Ms. ****** did not read the contract terms prior to executing the Agreement.
  
  Nevertheless, prior to receipt of this complaint, in an effort to provide exceptional customer service to Ms. ******, we agreed to a settlement amount of $1,800.00, which was a reduction of $1,854.06 from the current early purchase option amount required to obtain ownership of the Property.  Ms. ****** made this payment on May 12, 2023 and we waived the remaining balance on this account.    
  
  We hope that we have been able to clear up any misunderstandings that Mr. and Ms. ****** has had related to this transaction and Ms. ******’s account with RTO National LLC.  Should you have any questions, please do not hesitate to contact me.

*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. ↩