ComplaintsforRTO National

• 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.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off this account according to block 7 Early Purchase Option. Ms.W**** RTO National manager confirm the payoff and sent me a copy. She also informed me that a payment of $424.00 is due to me,but I have to rebuttal through my bank inorder to get that payment back, because the account is payoff, which I went through my back and did so, and the payment was sent back to the account. Days later my wife received a text from RTO National representative stating that a payment is due. I contacted RTO National, and am told by another RTO National representative from the same company stating that she don't know why Ms.W**** said the payment of $424.00 was due to me, and that because a payment was rebuttal that the account was reactivate and a payment, plus late fees are due. My account was paid in full, I did what I was instructed to do from Ms.W**** RTO National Manager. My wife and I work hard at keeping our credit score in a good status. RTO National shouldn't be holding us responsible for lack of communication on their part.

  Business response

  05/26/2023

  May 15, 2023
  Better Business Bureau
  Attn: Cindy R*****
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: ID No. ********
  ****** *****
  
  
  Ms. R*****:
  
  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 Mr. ****’s concerns outlined in his
  complaint and the results of our investigation are the following.
  Mr. ****s and his wife, **** ****-****as entered into a lease with RTO National LLC for
  delivery and use of a storage building on December 19, 2022. The Agreement called for payments
  in the amount of $423.24 each month by the 14th of each month. At the end of each lease term,
  the ****ses had the option of making another monthly payment, exercising their early purchase
  option (“EPO”) or returning the storage building to us.
  On February 14, 2023, Mr. ****s requested an early purchase option (“EPO”) to pay off the
  account. This figure was provided to him; however, he chose to make another monthly payment
  at that time instead of paying the full EPO amount. Later on February 22, 2023, he made the full
  EPO amount payment through our online system; however, this amount was no longer valid since
  the EPO amount changes monthly and another monthly payment had been made since it was
  quoted. At that time, a refund was mailed to Mr. ****s and Ms. ****-****s in the amount of
  Better Business Bureau
  ****s, ******
  May 15, 2023
  Page 2
  
  $117.39. After that time, we were notified that the February 14, 2023 payment was returned due
  to a stop payment.
  In Mr. ****s’ complaint, he alleges that he was told to place a stop payment on the February 14,
  2023 payment by our representative. We have reviewed the call recordings and have been unable
  to substantiate this allegation. Due to the unique circumstances, it caused some confusion with
  the request for reimbursement of the stop payment amount. In reality, our representative should
  have only requested a portion of the payment to be returned because another refund of $152.61 is
  due to Mr. ****s. This will mean a total refund of $270.70 will have been made to the ****ses.
  Additionally, RTO National LLC did not charge the account for a late fee or a fee for the canceled
  check.
  We appreciate the ****ses’ business and believe we have been able to address Mr. ****s’
  concerns to his satisfaction. If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  RTO National LLC
  
  Jeana *. W******
  Director of Compliance

• Initial Complaint

  03/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a shed from a shed dealer. I leased the payments through RTO National. It was my understanding that I had one year to pay it off or the option to pay it off early. The context of the contract seemed confusing and misleading that I had the option to pay it off early with no penalty. I called RTO to make my final payment and discovered that my contract stayed that if I didn’t buy it cash that day then I HAD to make the 48 monthly payments totaling $11000ish for a shed that was originally $5500. The contract stayed a 65% interest fee that was never explained to me because if I paid it off in early I wouldn’t have to worry about that. Now with $300 left to pay I learn that either I’m stuck with the additional 34 payments or an early payoff fee of $3600. The contract was not clear on time lines and leads that there is some discretion on when to pay it off. This is very unfair practices and quite misleading to the common consumer. Now I have “$1600 in escrow that they will not give back” and that escrow is in addition in the $3600 for the early payoff. I would like to pay off the original amount and be done with them. They can keep the escrow but I want to make the final payment and never ever again deal with this company. The numbers are not exact as well. They are in whole numbers to make it easier to type. Thank you.

  Business response

  05/22/2023

  May 15, 2023
  Better Business Bureau
  Attn: Cindy R*****
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: ***** ******
  Complaint ID: ********
  
  Dear Ms. R*****:
  
  We are in receipt of Mr. ***** ******’s complaint related to the lease purchase agreement entered into
  on March 11, 2022 for the delivery and use of a storage building. Mr. ****** claims that his contract
  was confusing and misleading and was not clear to him the terms contained with the lease purchase
  agreement.
  
  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.
  
  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.
  
  Mr. ***** ****** entered into a Lease Purchase Agreement with RTO National LLC on March 11,
  2022 (“Agreement”) for delivery and use of a 12x18 beige and brown A frame storage building
  (“Property”) with monthly lease payments in the amount of $257.92. As clearly disclosed in the
  Agreement (attached) in paragraph 5, at the end of each monthly term, Mr. ****** has the option to
  continue leasing the Property by making another lease payment, terminating the Agreement and
  returning the Property, or exercising his early purchase option (“EPO”). If Mr. ****** leases the
  Property for 48 months and makes all necessary payments per the terms of his Agreement, he will
  acquire ownership of the Property.
  
  RTO National LLC vehemently denies Mr. ******’s accusations. Mr. ****** alleges that he had a 12
  month same-as-cash provision. RTO National LLC does not offer a 12 month same-as-cash option at
  this time or the time of Mr. ******’s contract. In contrast, he was provided the disclosure of contract
  Better Business Bureau
  Re: ***** ******
  May 15, 2023
  Page 2
  
  terms and acknowledged his agreement to those terms by his signature on the lease purchase agreement
  and additionally through our confirmation of terms on March 11, 2022. In addition to the lease purchase
  agreement, Mr. ****** electronically signed a Price Tag (attached) which acknowledged that he
  understood the total cost if he were to pay the 48 monthly lease purchase payments. Additionally, Mr.
  ****** signed the Lease Cost Chart contained at the end of the Agreement that provides the “Summary
  of Costs of Your Lease Purchase Agreement.”
  
  Mr. ****** had the option of paying cash for the storage building on the day of his purchase or applying
  for traditional simple interest loan with daily interest, however, he chose to enter into a lease purchase
  agreement which does not require a credit check. Contrary to the statement in Mr. ******’s complaint,
  there is no prepayment penalty contained in Mr. ******’s lease purchase agreement or any lease
  purchase agreement offered by our company. As previously explained, there is an early purchase option
  available which is calculated per the terms contained in the contract and there is not a 65% interest fee
  as alleged by Mr. ******. The contract also clearly discloses the total of payments if Mr. ****** does
  not opt to exercise his early purchase option and continues to lease for the full 48-month term.
  
  Additionally, Mr. ****** is confused about the amount that was contained in his escrow account. Any
  overpayment of the lease purchase monthly payment is held in an escrow account until Mr. ******
  either opts to exercise his EPO and the funds are deducted from the amount required, or he returns the
  storage building and the funds are returned to him, or if he does not make a payment as required by the
  terms of the contract then the funds are used toward his payments. In each case, the funds are use in the
  most beneficial way to Mr. ******.
  
  Nevertheless in an effort to provide exceptional customer service to Mr. ******, RTO National allowed
  Mr. ****** to pay an additional amount of $840.96 instead of the $3,618.51 that he owed to pay his
  account in full. Mr. ****** made this payment on March 24, 2023 and the account is closed. This
  means that Mr. ****** only paid a total of $6,121.80 for his storage building. The cash price, including
  tax of the building if Mr. ****** were to have purchased it directly from the dealer on March 11, 2022
  was $5,830.00.
  
  We hope that we have been able to clear up any misunderstandings that Mr. ****** has had related his
  account with RTO National LLC.
  
  Should you have any questions, please do not hesitate to contact me.
  
  Sincerely,
  
  RTO National LLC
  
  
  
  Jeana *. W******
  Director of Compliance

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a home in December. The attorney conducted title work to ensure any liens on the property were resolved prior to or as part of the closing process. Last week RTO national sent a company to reposses a shed due to a balance by former home owner. Over $1000 in damages were done to my property in their attempts to retrieve the shed. The company has been slow to respond and confirmed today they do not plan to pay for the damages.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business is and has repeatedly conned people out of money. Most recently my husband and myself. We purchased a building in 6/2021 for $7198.00. We have paid 20 payments of $274.55 for a total of $5491.00. I called today to pay off the building and was told we still owe over $5k. I said that simply cannot be true and a VERY rude woman said: "oh yeah someone should have told you or called you", "oh yeah, when you finance it, we go up" and told me "your purchase price went from $7198.00 to $16,000.00". WHAT?!?! For a USED building?!?! What my husband was told when he called was "well, you can't pay it off early. You get extra charges". We never NEVER would have agreed to this sale. It make absolutely ZERO sense. In reading the reviews of RTO (google, yelp, BBB, take your pic - there are loads of their bad, one star reviews out there to choose from), I see that TONS of other customers have been swindled in almost the exact same way. It is out and out FRAUD. Something has to be done. They don't deserve to be in business. Their business is exploiting and taking advantage of people. And they continue to do it daily. They are disgusting.

  Business response

  01/19/2023

  We are in receipt of Ms* ****** *********s complaint related to the lease purchase agreement entered into by her husband, ******* ** ******** for the delivery and use of a storage building.  Ms. ******** claims that her husband’s account has been subjected to deceptive business practices.
  
  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. 
  
  RTO National LLC values its customers and strives to always provide professional services that exceed our customers’ expectations.  We have investigated Ms. *********s concerns contained within her complaint.  The results of our investigation are as follows.
  
  Mr. Richard ******** entered into a Lease Purchase Agreement with RTO National LLC on May 13, 2020 (“Agreement”) for delivery and use of a 12x20 grey and white utility storage building (“Property”) with monthly lease payments in the amount of $274.55. As clearly disclosed in the Agreement, at the end of each monthly term, Mr. ******** has the option to continue leasing the Property by making another lease payment, terminating the Agreement and returning the Property, or exercising his early purchase option.   If Mr. ******** leases the Property for 60 months and makes all necessary payments per the terms of his Agreement, he will acquire ownership of the Property. 
  
  RTO National LLC vehemently denies Ms. *********s accusations and notes that Ms. ******** is not a lessee of the storage building and as such was not subject to the disclosure of terms of the lease purchase agreement.  In contrast, Mr. ******** was provided the disclosure of contract terms and acknowledged his agreement to those terms by his signature on the lease purchase agreement and additionally through our confirmation of terms process.  Mr. ******** later authorized us to speak with Ms. ******** related to his account.
  
  Mr. ******** had the option of paying cash for the storage building on the day of his purchase or applying for traditional simple interest loan with daily interest, however, he chose to enter into a lease purchase agreement which does not require a credit check.  Contrary to the statement in Ms. *********s complaint, there is no prepayment penalty contained in Mr. *********s lease purchase agreement or any lease purchase agreement offered by our company.  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 if Mr. ******** does not opt to exercise his or her early purchase option and continues to lease for the full 60-month term.
  
  Currently, Mr. ******** would need to pay $5,590.61 to exercise his early purchase option and obtain ownership of the storage building.  He may also continue with monthly lease payments or return the storage building with no future payment obligations. 
  
  We hope that we have been able to clear up any misunderstandings that Ms. ******** has had related to this transaction and her husband’s account with RTO National LLC.  Please direct Ms. ******** to contact our Customer Service department to exercise any options available to her husband per the terms of his Agreement. 
  
  Should you have any questions, please do not hesitate to contact me.

  Customer response

  01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  It is true that I do not hold the lease...however the shed in question sits on my property and the payments for the shed in question also come from our joint bank account monthly. So while you may not feel the need to disclose everything? You are certainly willing to accept MY money each month. In addition, the terms were absolutely NOT explained to us, we were rushed through our signing of the shed and told "sign here, sign here, sign here". etc. We would NEVER have agreed to purchase a cheap property such as this for a fee of $16,000. That is simply unthinkable and ignorant to suggest anyone would willingly agree. And once more, as I said previously, a quick search of RTO national on any search engine that is reviewable will show that we are two of the hundreds of customers that have been taken advantage of. Your customers are forced to sign under duress and not fully explained the "financial" (and I use the term very loosely -- you should just stick with fraudulent) procedures work. I intend to pursue this as far as possible with my next step being to contact the county in which this business resides for investigation. In addition, I will contact the local news media. Yours is not a business. You are strictly running a scam and you have taken advantage of enough people. 

  
  

  Oh, and please correct your grammar. When you acknowledge a woman as being married, the proper term for them is "Mrs.". So in your future replies, you may address me as MRS. ********.

  
  

  Regards,
  
  Mrs. ****** ********

  Business response

  01/23/2023

  RTO National LLC feels it has fully responded to the concerns submitted in our prior response. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As of today- November 29th, 2022, I called RTO to complain that their online / text system is in error and did NOT process my payment as noted on yesterday. Lily, their chief consumer supervisor admitted that they had the 4 digit card on file but I MUST NOT HAVE SENT the request. I have it on my screen shot. So I clearly responded, no mam the error is yours...AGAIN. Get it together. process the payment. She didn't like my tone so she hung up. and NO PAYMENT HAS BEEN MADE TO MY ACCOUNT. I have been with these idiots for over 2 years with the min rent arrangements and somehow from the $8-12k lease I owe them more than $20,000. I think a serious investigation needs to be placed. These folks threaten at a blink to COME PICK UP EQUIPMENT with no pause or consideration with my already long term commitment. I am not only a consumer but a paralegal. I know I'm in shading mess when the majority of the contacts with consumers seem to be OK and repetitive with this type of tone, treatment and so call regulations. HARRASSMENT is not acceptable.

  Business response

  05/26/2023

  May 17, 2023
  Better Business Bureau
  Attn: Cindy R*****
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: ********, ********; Complaint ID: ********
  
  Dear Ms. R*****:
  
  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 devoted 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 strives to always provide professional services that
  exceed our customers’ expectations. We have investigated Ms. ********’s concerns outlined in
  her complaint and the results of our investigation are the following.
  
  Ms. ******** entered into a lease purchase agreement with RTO National, LLC on November 10,
  2020 for delivery and use of a ******* 2 Ton HVAC System. We have reviewed all available
  call recordings and email correspondence and have assigned her account to only speak to a
  supervisor moving forward in an effort to address her concerns. We have also provided additional
  coaching to the account manager mentioned in Ms. ********’s complaint.
  
  We trust we have been able to address Ms. ********’s concerns to her satisfaction. Should you
  have any questions, please do not hesitate to contact me.
  
  Sincerely,
  
  RTO National, LLC
  
  
  
  Jeana *. W******
  Director of Compliance

• Initial Complaint

  10/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/30 I paid my loan #86043 off in the amount of $3,354.74. I had automated withdrawals from my bank and I asked Kendra to cancel the auto withdraw and she said she did. On 9/3 I saw pending payment of $228.46 and I called them back and they said it should pull back since loan was paid in full but on 9/6 the payment cleared my bank. I’ve been calling again and again requesting refund and they said it will take 2 weeks, 10 working days. So supposedly on 9/28 the refund check would be mailed but I have yet to receive it. Called again on 10/14 spoke with Kendra, acct manager and she was to check with accounting and call me back. No return call and I called 10/18 and still no response from accounting and that she would submit request to them. I’ve asked repeatedly to speak with a supervisor but to no avail.

  Business response

  11/30/2022

  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.
  Our employee was correct that our system is set up to not process autopayments on accounts with zero balances.  However, while investigating Ms. ********** concerns, we uncovered a concern about the timing of when our payment processor notifies us of overnight payments.  Autodraft payments were processed at 5:00 a.m. each day; however, our payment processor did not transmit overnight payments until 6:00 a.m. each day.  Because Ms. ******** did not make her online payment until the day before her scheduled autodraft, the system had not finished processing the payment and the autodraft occurred.  We have been successful in changing the order of these processes to prevent this from occurring in the future.
  We regret any inconvenience this caused Ms. ********.  We did promptly process a refund check for Ms. ********; however, she had an issue cashing it because of her bank policies and the fact that she does not have a brick-and-mortar bank.  As a result, we placed a stop payment on the check and processed an ACH payment on October 20, 2022. 
  
  
  We appreciate Ms. ********** business and have been in direct contact with her and believe we have been able to address her concerns to her satisfaction.
  
  Should you have any questions, please do not hesitate to contact us. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a shed installed two years ago and financed through RTO finance and paid it off a couple months later. Now, two years later they are saying I have a past due balance but when asked to provide a statement I only got an email… issue is I have two emails 4 days apart with two different balance amounts. The shed was paid off

  Business response

  11/22/2022

  Please allow this letter to serve as our formal response to the above complaint.  RTO Finance LLC (“RTO Finance”) 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 values its customers and strives to always provide professional services that exceed our customers’ expectations.  We have investigated Mr. *****’s concerns outlined in his complaint and the results of our investigation are the following.
  
  Mr. ***** entered into a Promissory Note and Security Agreement with RTO Finance on April 1, 2020 (“Agreement”) for the purchase of an 8x10 Storage Building with monthly payments in the amount of $105.97 for 36 months.
  
  Mr. ***** alleges that he paid off his account two years ago, yet RTO Finance recently stated he has a past due balance.  A review of the account records shows that on July 5, 2020, Mr. ***** made a large payment online; however, this payment left a $15.04 balance on his account. 
  
  Because Mr. ***** had paid his account ahead, no monthly payments were due on his account until September 23, 2022.  Mr. ***** account is charged simple interest, meaning interest accrues on a daily basis based upon the principal balance.  Therefore, his account balance will vary by day.
  
  In an effort to provide Mr. ***** exceptional customer service, on October 20, 2022, RTO Finance waived the remaining balance on his account including the outstanding principal, accrued interest since July 5, 2020, and the late fee.   
  We appreciate Mr. ***** business and trust we have been able to address his concerns to his satisfaction.
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every week I am threatened that they are picking up also have tryed calling and they will. Ot take a payment i am.teyed to pay every week just to day i called a d tryed to pay almost 700 doller they will not take it only ow 800 they are falling to take the payment a

  Customer response

  05/22/2023

  December 2, 2022
  Better Business Bureau
  Attn: Cindy Rigdon
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: Complaint ID#: ********
  ******* ******
  
  Ms. R*****:
  
  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. ******’s concerns contained within
  her complaint. The results of our investigation are as follows.
  Ms. ****** entered into a Lease Purchase Agreement with RTO National, LLC on May 29, 2022
  (“Agreement”) for delivery and use of a HVAC system with monthly lease payments in the amount
  of $412.69. The system was installed to her satisfaction on June 7, 2022. At the end of each lease
  term, Ms. ****** had the option to continue leasing by making another payment, exercising her
  early purchase option, or returning the unit to us. If Ms. ****** leased for 60 months she would
  become the owner of the HVAC system.
  
  Ms. ****** alleges in her complaint that she receives communications weekly that her HVAC
  system is subject to retrieval. She further alleges that she has called to try to make a payment of
  almost $700 of the more than $800 that was past due and that our representatives would not accept
  the payment.
  
  Better Business Bureau
  Re: ******, Theresa
  December 2, 2022
  Page 2
  
  We have reviewed the account notes and phone call recordings and are unable to substantiate Ms.
  ******’s allegations. In reality, Ms. ****** never offered a payment of any kind. On two
  occasions she requested to set up partial payments for future dates. Due to the delinquency status
  of her account, her requests were not accepted.
  
  After contract signing, Ms. ****** never made a payment toward her account and each time she
  contacted our company it was only to request more time to make payments. On September 16,
  2022, she requested to return the HVAC system and never paid for the time frame she used the
  system.
  
  Should you have any questions, please do not hesitate to contact me.
  
  
  Sincerely,
  
  RTO National LLC
  
  
  
  Jeana *. W******
  Director of Compliance

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 22, 2022 I went to Superior sheds in palatka fl to purchase a 12x40 building to turn into a tiny home however I was told I would have my building in 6 to 8 weeks! h”However I waited until July to call and ask about my building and superior sheds told me it hadn’t been delivered to them and they hadn’t heard anything from the builders so Brenda offered my money back and told me she would contact rto National about canceling the contract and sending me a refund! I waited a few days after receiving my email from superior sheds and RTO National to call in and ask because I never got the refund back to my debit card! When I called in Yasmine told me that she was trying to fix the issue with my refund but couldn’t promise anything! I waited another week and heard nothing! I called back in to find out what was the issue and they told me that they needed my new debit card information to issue my refund since I had lost my old card and they promised my refund that week! However it never came and I called back a the following week just to find out they were trying to send me a check! I got the check after waiting another 14 days! I couldn’t cash the check because it was from capital one bank which is a virtual bank and no one will cash a check from them! I tried through ******** ********** online bank and even **** but they all declined the check! I called and explained everything to Yasmine but she couldn’t fix the issue I suppose because she is refusing to answer my phone calls and is having everyone else that works there to answer my calls but they can’t tell me anything! I called again today (like I’ve done Friday, Monday and Tuesday) but once again no answer from the only person available that can actually give information about my issue and they said they were transferring my call to a supervisor but was disconnected 3 times before calling in and yelling at them about it and they sent me to tonyas voicemail but I know they won’t call back and I’m out $2,500.00!

  Business response

  08/17/2022

  August 1, 2022
  
  Better Business Bureau
  Attn: Cindy R*****
  Upstate South Carolina
  408 North Church St., Ste C
  Greenville, SC 29601
  
  Re: ****** *******
  Complaint ID: ********
  
  Dear Ms. R*****:
  
  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 devoted 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 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 lease purchase agreement with RTO National LLC on or about April 22,
  2022 (“Agreement”) for delivery and use of a storage building. Unfortunately, the manufacturer
  was not able to fulfil Ms. *****’ order in an adequate time frame to suit her needs. We received
  notice from the dealer that she canceled the order on June 27, 2022, 9 weeks after the order was
  placed. RTO National LLC processed a refund the next day to the debit card which made the
  deposit. This refund did not process as the card was “declined” without a further explanation.
  
  That same date (one day after receiving the cancelation request), we notified Ms. ***** of the issue
  and she stated that she received a new card and provided us a mailing address where to send the
  check. The check was then mailed out to Ms. *****. Ms. ***** then contacted us back on July
  13, 2022 and stated she was unable to cash the check sent to her because she uses a virtual bank
  and her virtual bank would not accept the check through mobile deposit. After this, she attempted
  Better Business Bureau
  Re: ****** *******
  August 1, 2022
  Page 2
  
  to cash the check at other service providers; however, they also would not cash the check because
  she had already endorsed it to her virtual bank.
  
  To provide Ms. *****’ excellent customer service, we processed an ACH for the refund amount to
  the bank account details requested by her.
  
  We do not agree with Ms. *****’ comments in her complaint that she received unsatisfactory
  customer service as we went above and beyond to refund the money to her, even though the
  challenges were beyond RTO National’s control. Additionally, we reviewed a record of all calls
  from or to Ms. *****’ phone number and each were responded to within a reasonable time frame
  and in less than 6 business hours. Both our Controller and CFO were on vacation and Ms. *****’
  was requesting our accounting department to act outside its normal protocols which required
  adequate approval. We do not process refunds to a different card than what was originally used
  due to fraud protocols or make it a habit of processing ACH transactions for various reasons.
  
  It is our understanding that Ms. *****’ has received the ACH and her concerns have been rectified.
  Should you have any questions, please do not hesitate to contact me.
  
  Sincerely,
  
  RTO National, LLC
  
  
  
  
  Jeana M. S*****
  Director of Compliance

*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. ↩