ComplaintsforRTO National

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company does not provide any information to thier customers on thier accounts other than payments made and the customer name and address. There is no way to determine what is still owed, how much interest, a payoff amount, nothing. I've allready paid more than the original purchase price but cannot see how much of my payment was made to the principal and how much they've kept as interest. Customers deserve the right to know what is the status on a debt they owe so they can close it. If i paid $20,000 in one payment, i would still not know if my account is closed or if i made an overpayment. There is no communication whatsoever by this company, and no online availably to obtain the information myself.

  Business response

  07/01/2022

  June 7, 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. ******’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 October 12, 2020
  (“Agreement”) for delivery and use of a 8x14 grey and white storage building (“Property”) with
  monthly lease payments in the amount of $289.56. 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.
  
  Ms. ****** is clearly confusing a traditional simple interest loan with that of the rental purchase
  agreement. Rental Purchase Agreements do not charge simple interest on a principal balance like
  a traditional loan would. RTO National LLC is happy to provide the early purchase option amount
  to any consumer on an active account over the phone or through email. We do not have a record
  Better Business Bureau
  Re: ****** ******
  June 7, 2022
  Page 2
  
  that Ms. ****** has contacted us by email or telephone to request this information. Ms. ******
  should keep in mind that the early purchase option amount changes after each due date or payment.
  
  As of today, if Ms. ****** would like to exercise her early purchase option to obtain ownership of
  the storage building, she would need to pay an additional $4,820.01. If she were to choose to
  discontinue leasing the property, she would receive a refund of $2,614.84, if she were to return the
  property today.
  
  We hope that we have been able to clear up any misunderstandings that Ms. ****** has had related
  to this transaction and her account with RTO National LLC. Please direct Ms. ****** to contact
  our Customer Service department to exercise any options available to her per the terms of her
  Agreement.
  
  Should you have any questions, please do not hesitate to contact me.
  
  Sincerely,
  
  RTO National LLC
  
  
  
  
  Jeana *. S*****
  Director of Compliance

• Initial Complaint

  04/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got an hvac unit for my home in June 2021 with ******* services, I applied for financing and was approved by the representive who came out to give a quote. We were never given a contract from RTO national services we found out about Rto national when our first payment was due. We found out we were leasing the hvac unit for 6 yrs for 30,000. We would have simply bought the unit for the cash the representive told us was cash price. When we tried to make our first payment to ******* we found out it was with Rto national who told us it was 504 for 6 yrs. I have made payment until January 2022, I have called this company to come pick up this unit since January 13, 2022 that I no longer wanted to lease from them because they scammed us. I asked for a signed contract from myself and was sent a contract they signed with an automatic computer signature, I asked Ana why they had done this and she stated that they had verified with the buyer. That’s is incorrect because I always contacted Claudio with ******* services. I want this unit picked up.

  Business response

  05/25/2022

  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 reached out to Mr. ****** ********* to discuss his complaint with him further, however, have not received a return call.  Please ask Mr. ****** ********* to contact Heather D*** at (877) ******** so we can investigate his concerns further.

  Customer response

  05/27/2022

  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. 
  
  I have not received any phone call from RTO national and I will not be contacting them any further, the unit has not been picked up as requested. I will not be making any future payments to this company not will I waste any more of my time. 
  
  Regards,
  
  **** ****** *********

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The finance manager named Shennon H******** has been extremely difficult and rude and refuses to accept our payment for this month unless we pay two late fees for 2020. Our payment from last month was sent by the bank but got lost in transit so the bank is cancelling that payment and we want to make it over the phone and are willing to pay the late fee for last month as they are refunding us for it but they aren’t going to refund us late fees from almost two years ago. We don’t think we should have to pay those given no one contacted us about them so we had no knowledge of them. The two late fees were never communicated to us or demanded previously but now all of a sudden Shennon won’t take our payment unless we pay them almost two years later which we can’t get refunded from the bank because it was a long time ago.

  Business response

  04/26/2022

  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 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 Mr. ******’ concerns outlined in his complaint and the results of our investigation are the following.
  
  Mr. ****** entered into a Retail Installment Contract with **** **** on August 10, 2018 (“Agreement”) for the purchase of a 10x16 Storage Building with monthly payments in the amount of $125.65 for 48 months. RTO Finance, LLC thereafter purchased the Retail Installment Contract from **** **** Inc. Mr. ******’ contract clearly states that he “must pay a $25 late charge on any installment not paid in full within 10 days after the date the payment is due.”
  
  Mr. ****** alleges that he was not informed of two late charges billed to his account in 2020.  After reviewing the account notes, this is inaccurate.  In total, RTO Finance has removed three late fees on his account.  The first was waived as a courtesy when a due date change was requested in March 2019 and the payment was more than ten days past due.  In October 2019, a second late fee was waived when Mr. ******’ wife called in upset stating that the bank had mailed the payment through bill pay and was upset about the late fee being assessed to the account.  Even though the payment was not received until it was 14 days late, the late fee was waived as a courtesy and to provide excellent customer service. 
  
  Next, Mr. ******’ payment due October 14, 2020 was not received until October 26, 2020.  Text messages were sent to the phone number associated with Mr. ******’ account to remind him of his payment obligations, approximately 5 days prior to the payment due date, on the payment due date, and ten days after the payment due date.  When a collections call was made, Mr. ******’ wife stated the payment had been mailed through bill pay and that she would contact the bank and call us back; however, she did not call back.  The payment was then received when the account was 12 days past due.  RTO Finance waived this late fee in March 2022 when Mr. ****** complained about three of the late charges via telephone again as a courtesy. 
  
  Mr. ******’ payment due November 14, 2020 was not paid until December 1, 2020.  Again, text message reminders were sent during the same intervals as the prior month as well as at 11 days past due. The ten day past due text message specifically stated to avoid a late fee a payment needed to be made that day.  On November 23, 2020, Mr. ******’ wife again stated that they had paid by bill pay and she would call the bank and call us back.  On November 25, 2020, she called and stated that the bank had send the check that morning.  As states previously, this check was not received until December 1, 2020.  RTO Finance declines to waive this late charge due to the other three late fees waived on the account among other factors.
  
  Finally, Mr. ******’ payment due February 14, 2022 was not received until March 7, 2022.  Mr. ****** stated that **** ** ******* has refunded him this late fee and he was not disputing it. 
  
  RTO Finance offers several same day payment options to customers without any additional fee, including online and by telephone.  Each text message payment reminder includes links to these options.  If a customer chooses to make a payment by mail, it is his or her responsibility to ensure that the payment is received on or before the due date. Mr. ****** had adequate notice to know that his October and November 2020 payments were not received prior to the date and that a late fee was assessed to his account.  His wife also stated on both occasions that she would contact the bank regarding the bill payments.   
  
  We hope we have been able to clear up Mr. ******’ misunderstanding regarding his account. 

  Customer response

  04/27/2022

  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. 
  
  The business is lying when it comes to these “text messages”. We have not received any texts from them. When I asked them for proof that they notified us of these late payments back in 2020, I wasn’t given proof and instead the email response I received  pointed to some clause in the agreement saying that no notification doesn’t mean the late fees aren’t still due. Their customer service in the billing department is horrendous and I for one will be glad when they are paid up and I will never do business with them again.

  
  Regards,
  
  ***** ******

  Business response

  04/27/2022

  Mr. ******' comments are incorrect.  Because funds are allocated first to late fees, then accrued interest, then principal and finally to other fees (such as NSF fees) in actuality, the late fees were paid by him in 2020 from the payments received October 26, 2020 and December 1, 2020. (Please note that the October 2020 late fee was later waived in March 2022 and therefore the funds were reallocated accordingly).  The amount that was left unpaid was portions of the monthly payment which was due.  As a result, with each subsequent payment due, Mr. ******' actual payment was short $50.00.  This is the reason that the full payment was required to bring his account current.  Additionally, late fees are never incurred if only the portion of a payment that was left outstanding is due to a prior late fee.  Therefore, Mr. ****** is inaccurate in his allegation that the Company was attempting to charge compounding late fees.  This is obvious or he would have incurred a late fee on every payment from December 2020 to current.   

  Customer response

  04/27/2022

  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 obvious that you are incorrect in your response. For almost 2 years nobody requested they be paid and then all of a sudden we are told no payment would be accepted unless they were paid. If the bank had not gotten involved, we would have incurred an additional late fee because your finance rep Shennon was refusing payment. You can continue to respond and I will continue to not resolve because I stand by what I have stated and will continue to do so.

  Regards,
  
  ***** ******

• Initial Complaint

  03/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I did a rent to own on a carport original verbal contract and written was my down payment and 127.05 a month for 24 months after three weeks get called for the install I take off work all day call company at 430pm and they inform me they cannot contact installer at 9 pm I get call from installer said he had trouble with another job take the next day off finally install carport the next week was called said I needed to sign new contract because tax exempt wasn’t put on original contract after several times them saying it was fixed do it again was told by supervisor it’s fixed set payments 127.05 company text informs that’s is due 3/1/22 payment taken out 158.14 call to get it fixed was told completely opposite to what I was told said I should have paid 137 something and I was charged taxes the company person I spoke to was Jackie very rude and told her I was contacting BBB she hung up tired of getting the run around please help me thanks

  Business response

  03/30/2022

  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 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 Mr. *******’s concerns outlined in his complaint and the results of our investigation are the following.
  
  Part of Mr. ******* complaints involves the delivery and installation process; however, RTO National LLC is not involved in the installation of the carport.  This was arranged by Mr. ******* with the dealer where he selected his carport.  RTO National LLC is not affiliated with the dealer nor does it have control over the dealer’s actions. 
  
  The dealer where Mr. ******* ordered the carport did not enter the contract correctly into our system to account for Mr. *******’s tax-exempt status.  As a result, we had to rewrite the contract to correct this issue which required Mr. ******* to sign another contract.  Because of this process, the first payment Mr. ******* made on the account erroneously included the tax. 
  
  Our employee tried to explain to Mr. ******* what occurred; however, Mr. ******* continued to talk over her.  She attempted to explain to him that the over payment for the tax would be credited to his account toward his next payment or refunded.   When Mr. ******* stated that he would file a BBB complaint, our employee simply hung up the phone without properly ending the call.  As a result, the appropriate action has been taken with the employee. 
  
  Mr. *******’s payments moving forward have been corrected to ensure that tax is not being collected. We regret any inconvenience this caused Mr. *******. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I arranged for one payment of $150.34 to be automatically withdrawn from my checking account on 2-24-22. That payment was taken on that date. An additional, unauthorized payment was then withdrawn from the same account on 2-25-22 for $143.85. I called and informed them about their mistake and was assured that my money would be put back in my account by midnight on 2-25-22. It was not. According to my bank, no void has been requested by RTO. No solution here. They managed to take money out they were not allowed to take but have not made any effort to resolve this matter.

  Business response

  03/10/2022

  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 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. ******* scheduled a payment on an account with one of our employees over the phone.  Unfortunately, our employee made a mistake setting up the payment which caused the payment to be withdrawn from her account twice.  Our Accounting Department immediately reversed the payment; however, unfortunately, it has no control over when Ms. *******’s bank released the funds. 
  
  We regret any inconvenience this error caused Ms. *******.  We will be happy to reimburse her for any fees charged by her bank due to this employee’s mistake.  Please have her contact us to facilitate this, if applicable. 
  

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On November 3rd, I had a **** Shed delivered and constructed at my residence. A day after it was constructed, my HOA contacted me saying that it was not within the standards of our covenant. I immediately called RTO National to retrieve the shed on November 5th. There is absolutely nothing wrong with the shed, it just doesn't match the standards my HOA are looking for. I have tried several times to have the shed retrieved. Heather D*****, a "Retrieval Specialist" at RTO National has been handling my case. I was able to speak with her once, she seemed to understand my needs. I waited a week for an update (as she claimed she would call me back), I never heard from her. She won't return my phone calls and never answers emails. Other representatives from RTO say that she's getting my messages. I've spoken with **** Shed (*******) where I made my purchase, they said they would gladly pick up the shed. All **** Shed (*******) needs is a retrieval notice from RTO National. I just want Heather D***** to do her job or be terminated. I called RTO National in November, it is now February. ALL SHE NEEDS TO DO IS CONTACT **** SHED, they will come and retrieve it. If my HOA decides to impose fines, they also need to pay for those fines. Alternatively, they can claim the shed as a lost, it can become my property and I can have it disposed of. Either way, the shed needs to be gone. My patience is wearing thin. On the plus side, I haven't made one payment since it was delivered (only because of their return policy) and I have recordings of the agent saying that I don't owe any payments. Please resolve this matter.

  Business response

  03/09/2022

  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 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 Mr. ******’s concerns outlined in his complaint and the results of our investigation are the following.
  
  Mr. ****** entered into a lease purchase agreement with RTO National LLC on or about September 11, 2021 (“Agreement”) for delivery and use of an 10x16 white utility building (“Property”) with monthly lease payments in the amount of $399.68.
  
  On November 5, 2021, Mr. ****** contact our customer service department and informed them that after reading his contract he no longer wished to lease purchase the building.  On November 6, 2021, Mr. ****** sent an email stating he would like “to end his lease contract.”  Mr. ****** did not mention any issue with his Homeowner’s Association (“HOA”) during either of these communications.  A copy of the email is attached for your review. 
  
  RTO National LLC had trouble locating a vendor that would pick up Mr. ******’s building and it was unaware of any urgency due to Mr. ******’s HOA.  Once it located a vendor it learned that Mr. ****** had a fence installed around the storage building which required that the building only be picked up by the manufacturer since it had to be disassembled and moved in pieces. 
  
  Due to this, there was a delay in getting the manufacturer to pick up the building.  The building was successful picked up from Mr. ******’s residence on February 21, 2022. 
  
  We have investigated Mr. ******’s allegations that he received poor customer service and did not receive return emails or phone calls.  We reviewed all company email addresses for emails to or from Mr. ******. The only email received from Mr. ****** was the one provided with this response.  A review of our phone records shows that Mr. ****** called in and spoke to our customer service department on numerous occasions and that our retrieval department did not provide him with including timely updates of our attempts to request the pickup.  Unfortunately, we had some employee turnover during this time frame which added to this issue.  Additional training has been provided as a result.      
  
  Generally, consumers do not object to free use of the storage building until a pickup can be arranged.  We understand that Mr. ******’s circumstance was a little different due to his HOA and we regret any inconvenience this caused.  We appreciate his business and hope that we have been able to concerns that he had related to this transaction and his account with RTO National LLC. 

  Customer response

  03/09/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The shed was picked up and matter is resolved.
  
  Regards,
  
  ****** ****** 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a pod at a price with a 6 month contract and 2 months later the price changed. i got an email with a price but when called another price was given I requested a printout to calculate the amount they told me they cannot give me a print out .

  Business response

  02/08/2022

  Please allow this letter to serve as our formal response to the above complaint.  RTO National LLC (“RTO National”) 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 National 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 on July 16, 2021 (“Agreement”) for delivery and use of a cream and white 10x14 A Frame Storage Building (“Property”) with monthly lease payments in the amount of $234.30. Ms. ****** was also given a six-months-same-as-cash option.  This option is provided for in detail in Paragraph 6 of her contract which is attached for your review and states the calculation of the early payment option as “during the first 6 months, Cash Price (Item 1) less all lease payments made (not including any taxes or fees), plus sales tax, less the amount in your CRA, if applicable.”  Additionally, Ms. ****** signed a Lease Purchase Agreement Same As Cash Offer, attached for your review, which states “you can purchase the Property for its Cash Price if: you make all your scheduled lease payments by their due date, and you pay in full the Cash Price of the Property within the first 6 months.”
  
  Ms. ****** alleges in her complaint that the price has changed, and she has not been given an explanation.  We have invested her allegations and are unable to substantiate them.  Ms. ****** was informed that she was no longer eligible for the same-as-cash promotion because she did not make all her monthly payments on time.  Additionally, our employee provided her a copy of her agreement and contract. 
  
  Since the filing of Ms. ******’s complaint the six-month time frame has expired. Nevertheless, in an effort to provide exceptional customer service, we are willing to extend Ms. ******’s eligibility to take advantage of the six-months-same-as-cash option until February 28, 2022.  If interested, Ms. ****** should contact our office to arrange for this payment.  We hope that we have been able to clear up any misunderstandings that Ms. ****** has had related to this transaction and her account with RTO National. 
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a Tuff Shed and it was partially financed by RTO. I called the company in April 2020 and ask for pay off which was completed that day by bank transfer. Employee told me it was paid in full. Now after all this time I'm receiving multiple collection calls a day wanting 81$ they say was never paid! Even calling my disabled daughters phone! Contacted company and was advised they will still keep harassing me and my daughter till paid! I will not pay another Penny to this company!

  Business response

  02/07/2022

  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 Ms. ****’s concerns outlined in her complaint and the results of our investigation are the following.
  
  Ms. **** entered into a Promissory Note and Security Agreement with RTO Finance on March 7, 2019 (“Agreement”) for the purchase of a 10x10 Storage Building with monthly payments in the amount of $87.87 for 36 months.
  
  Ms. **** alleges that she paid off her account in April of 2020, yet RTO Finance recently started making collection calls to her.  According to a review of our telephone records, on January 5, 2022, Ms. **** contacted our employee irate.  Our employee attempted to explain the situation to Ms. ****; however, she continued to speak over our employee, screamed at our employee, and used vulgar language.  As a result, our employee ended the phone call with her.
  
  A review of the account records shows that on July 28, 2020, Ms. **** called our employee and requested the payoff on the account.  Our employee provided her the payoff amount of $81.83. Ms. **** then stated that there was a $100.00 check on the way to us and she would call back to confirm that we received the payment and request a refund for the overpayment. 
  
  RTO Finance did not receive the $100.00 check referred to by Ms. **** or a return phone call from her and therefore her account was never paid off.  Please see a copy of the payment history attached which shows the last payment made by Ms. **** was a check received in the mail on July 20, 2020. Because Ms. **** had paid her account ahead, no monthly payments were due on her account until December 23, 2021 and so the account wasn’t reviewed until that time.  When Ms. **** did not make a payment by December 23, 2021 collection calls began.
  
  Despite Ms. ****’s allegations and actions, in an effort to provide her exceptional customer service on January 5, 2022, RTO Finance waived the remaining balance on her account including the $81.60 in principal and $20.41 in accrued interest and her account has a zero balance.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got the shed from them and it was returned in two months they took the monthly payment (wish they didn’t refund)and they where supposed to give me my security deposit that I gave on it and now they’re not even trying to give it to me every time I call I get a different person and different answer all I want is my deposit back

  Business response

  01/18/2022

  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 devoted to its compliance-related functions designed to identify, resolve, and permanently 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 Mr. ******’s concerns outlined in his complaint and the results of our investigation are the following.
  
  Mr. ****** entered into a lease purchase agreement with RTO National LLC on or about September 22, 2021 (“Agreement”) for delivery and use of an 10x14 black utility building (“Property”) with monthly lease payments in the amount of $364.35.
  
  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 (“EPO”).   If Mr. ****** leased the Property for 24 months and made all necessary payments per the terms of his Agreement, he would acquire ownership of the Property. 
  
  Mr. ******’s agreement terminated on December 24, 2021 when the Property was returned.    According to Paragraph 10 of his Lease Purchase Agreement, his security deposit would be returned within 20 days after the Agreement terminated and the Property had been returned. 
  
  Mr. ******’s security deposit was returned on January 12, 2022.  We appreciate Mr. ******’s business and hope that we have been able to clear up any misunderstandings that he had related to this transaction and his account with RTO National LLC. 
  
  Should you have any questions, please do not hesitate to contact me.

  Customer response

  01/19/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  How long will it take to show on my account please let me know because the bank saying that it take 7 business day just want to make sure 
  Regards,
  
  **** ****** 

  Customer response

  01/25/2022

  Good afternoon
  I’m just letting yea know that they never gave me my security deposit all they send my was the overpayment they took from me on the monthly payment what can I do now I thought when they said they were giving back my deposit it was going to be the $730 that they took for Social Security deposit

  Business response

  01/25/2022

  RTO National LLC collected $364.35 from Mr. ****** as a security deposit, which is clearly disclosed in paragraphs 10 and 4 of his attached contract.  Mr. ******'s initial payment totaled $743.70; however, that amount included his first month's rental payment, administrative fee, taxes, as well as his security deposit.  A full breakdown of his initial payment can be found in paragraph 4 of his contract.  Should you or he have any further questions, please do not hesitate to contact us. 

  Customer response

  01/26/2022

  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. 
  
  Regards,
  **** ******

  If u look at the letter that they send and the text message it says that the 743.70 is a down payment and that my monthly payment was on November 1 wish they took 364.35 so from what I was told the 743 was a down payment that at the end that was goin to be use for the Final payment but since I returned it that they where goin to issue my down payment wish they didn’t that was what I was told when I call there company wish u get a different person all the time 

  Business response

  03/09/2022

  This is in response to Mr. ******’s additional concerns.  Mr. ****** is confusing his security deposit with this initial payment.  As outlined in the attached Lease Purchase Agreement under paragraph 4, Mr. ******’s initial payment consists of the following:
  
  Rental payment:        $330.00
  Optional LDW fee:      $7.95
  Security Deposit:       $364.35
  Administrative fee:     $15.00

  Tax: $26.40

  Total:                      $743.70 
  
  Mr. ****** is not entitled to a refund of any amount except the security deposit.  Mr. ******’s rental payment collected as part of the initial payment paid for the monthly rental term from the delivery date until his next monthly payment was due.  Please see his Rental Purchase Agreement, paragraph 5 – “Your first payment is due on the date the Property is delivered.”   Mr. ******’s security deposit was returned on January 12, 2022.  We appreciate Mr. ******’s business and hope that we have been able to clear up any misunderstandings that he had related to this transaction and his account with RTO National LLC. 

  Customer response

  03/09/2022

  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. 
   if u look at the pic that I’m goin to send u they are Lie the 743 was the down payment my 1st payment came on November 1 
  The pic show that the down payment was made in September 24 and I had to wait until they would send the item to the place because there was none there they did all the paperwork and took the down payment the 2sec pic will be of the 1st payment the 3 pic will show on a text from saying that the 743 was the down payment the other pic that I’ll attach is of all the other payment  the last pic will show that the 1 st payment was on November so the 743 was the down payment they never said that it was one payment and the other half security deposit as u could is on the pictures that it say 743.70 down payment and that the 1st payment was on mover 1 
  Regards,
  
  **** ******

  Business response

  03/10/2022

  A down payment is not a security deposit.  Also, we are providing additional training to our employee who responded that the first payment is due 1 month after delivery.  While the first payment the customer must make directly to us is not due until 1 month after delivery (the initial payment is made to the dealer), this is technically the payment for the second month term of the contract.  Again, the contract terms are very clear as previously provided.  

  Customer response

  03/10/2022

  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. 
  

  I just think they need to tell their dealers matter information because that’s not the information to dealer give he told me that the 743 was the down payment as a security deposit if I would’ve known that that was going to be the way they saying I will have never gotten anything from them so the mistake *** with the miscommunication with their dealer so if the dealer told me that it was a down payment and that my monthly payment was going to be the 364 and my first payment was going to be November that’s why I agreed and I took the item and he told me that if I didn’t if I wanted to return it that I could’ve returned it  and that I would’ve gotten my security deposit back that’s the only reason I agreed but now they coming out with a whole different story than what the dealer told me so who is to believe so if they made the mistake I’m not having the right communication with the dealer  then they should be entitled and giving me my security deposit
  
  Regards,
  
  **** ******

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased a shed on 10/11/2021 and I decided to just purchase a bigger one else where. I called the company to return return the shed after not using it a month later. The shed was picked up and returned on 11/18/2021 unused. In the contract written up by RTO National it states that I would get a refund in the amount of $130.65 within 20 days after the property was returned. I was told that the check was mailed out on 12/06/2021. I waited over a week and called RTO because I haven’t received the check. Spoke with a representative and she told me no check was mailed out so I was lied to. Called them again on 12/20/2021 and Greg informed me the check was mailed out on the morning of 12/14/2021. Here it is 12/24/2021 and I still didn’t get it. If the contract states that I would get a refund within 20 days why haven’t I received it yet? If customers have to abide by the contract RTO should as well.

  Business response

  01/18/2022

  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 devoted to its compliance-related functions designed to identify, resolve, and permanently 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 Mr. *******s concerns outlined in his complaint and the results of our investigation are the following.
  
  Mr. ****** entered into a lease purchase agreement with RTO National LLC on or about October 11, 2021 (“Agreement”) for delivery and use of an 8x12 grey and white barn storage building (“Property”) with monthly lease payments in the amount of $130.65.
  
  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 (“EPO”).   If Mr. ****** leased the Property for 60 months and made all necessary payments per the terms of his Agreement, he would acquire ownership of the Property. 
  
  Mr. *******s agreement terminated on December 13, 2021 when he choose not to continuing leasing the Property.  According to Paragraph 8 of his Lease Purchase Agreement, his security deposit would be returned within 20 days after the Agreement terminated and the Property had been returned. 
  
  That said, it was our intention to return Mr. *******s security deposit prior to that time since he returned the Property early and he called our account manager and requested it.  Unfortunately, our accounting department was behind, due to the Thanksgiving holiday, month-end closing, and was short staffed as a result of sickness and the check was not processed and mailed in the time frame communicated.  It was, however, mailed within twenty days from December 13, 2021, the date of termination. 
  
  We regret any inconvenience this caused Mr. ******.  We appreciate Mr. *******s business and hope that we have been able to clear up any misunderstandings that he had related to this transaction and his 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. ↩