ComplaintsforThe Rental Company

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a shed from Old Hickory with a 90 interest free option starting on the date of delivery. The shed was delivered on 7/25/22. There was a $700 down payment, and I've made my payments, $452, on time every month. I called to get the payoff amount and it was over $1000 over the amount I had calculated. When I called Hickory Hollow Rentals, they stated that there is 40% rental fee added to each month, but I was not told that this rental fee would be added to the 90 days that should have been interest free, nor does it state in their contract that I need to pay those fees. After talking to 2 customer service agents and a supervisor, they would not remove the $1000 worth of rental fees. To top it all off they're charging 3% of your payment as a fee for paying online, and 1% over the phone. The only way to make a payment without an extra charge is to mail it in and hope it gets there before your due date, and if it arrives after they have a fee for that too. They are working really hard to scam as much money out of their clients as they possibly can.

  Business response

  12/13/2022

  We are administering the account associated with the Rental-Purchase Agreement executed by our customer exactly as it is written. The Agreement includes a 90-day same as cash OPTION which by definition, must be exercised by the 90th day from the date of delivery, or the Rental Agreement continues on a month-to-month basis, as set forth in the in the Agreement. In this case, the delivery date was July 25, 2022; therefore, the amount required to exercise the 90 days same as cash option was due no later than October 25, 2022. The first inquiry we received regarding a payoff was December 5, 2022. In response, we provided the amount needed to exercise the Early Payoff Option for which details are noted within the Agreement. That OPTION is available at any time during the term of the Agreement. We are happy to communicate directly with our customer to address any questions or concerns, as we have attempted recently.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  on 7/13/22 we purchased a shed put down a payment of ****** included in that amount was a ****** security fee. Paperwork stated the monthly payment was ****** + ***** = ******. In August we called in to make the payment and spoke to a "*****" @************. She explained they could not take a payment as they did not have a copy of the agreement as of yet. Early Septmeber 2022 again a call was made to the same number again "no agreement on file", we are assured no worries we have till 10/20/22 to take advantage of the 90 day same as cash pay off. Today (10/10/22) we call in again are told they are not able to find the contract, suddenly after trying to look by name, last 4 of social, email, phone number, we are told we are past the 90 days and the owing amount was not the $4725.52 but infact *******. I immediately call *************************** of ********** sales where we purchased the shed, she said she would reach out to **** the Terrirorial Manager, She called me back asked me to contact ****, which I did. He just went over the amounts with me which I already knew. I explained what I needed to discuss was the amount difference. He directed me to the home office, I then spoke to a ****** after being on hold for nearly 10 minutes, I hung up and called back. I then speak to ****** again who states she will send a message to the rental company and ask them to reach out to us. We then get a call from a *****, who states for the 5-8 time that she will have someone else reach out to us. I finally get a call back from a ****** who works with the pay off department. I explained again not everyone is an attorney or book smart in regards to these contracts. She explains "if you look at the contract it explains in black and white". We are spending well over $5,000 on a shed which clearly some fees were not told to us upfront. We were told the $4725.52 is what was left owing. Now we got a difference of $416.56 to come up with. From the get go this experience has been a nightmare.

  Business response

  10/14/2022

  We have explained to our customer on numerous occasions that the "difference" of $416.56 to which she refers is the amount of sales tax due. It is required by law to be collected and remitted to the corresponding state.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 10x10 Utility Shed w/8-foot walls from Hickory Hollow Rentals through a payment plan beginning in January 2020. This company set up automatic payments to come out of my bank account on the 15th of every month until the shed is paid off. Up until now, May 25, 2022, I have had nothing but problems and frustration from this company in paying for this building. The "advertising" this company shares with customers makes it sound so easy to purchase and eventually own the product they are pushing, but the real truth is they are out to scam the customer and get overpaid for the product they are "providing". As you will see from the documentation attached, the company has charged me on multiple occasions "other fees" of $20.00 with no explanation. I understand from the contract there will a late fee attached to the payment if it is made after the 25th of the month, past 10 days late, but the payment has consistently been taken out on the 24th of the month, I contacted the company to let them know that my payday date had changed and up until today I thought that was my payment date, and not the 10-day grace period for payments made after the 15th of the month. I have contacted this company many many times to find out what the heck is going on, and it seems to me that they do not care about their customer and/or the product and service they say they provide. I have spoken to **** at the customer service number they provide on many occasions about my account, and she seems nice enough but my problems remain the same. And there is no communication from anybody until a customer gets a text message saying they did not receive a payment with a date attached, and that they want their payment now. I just got off the phone with **** again today, May 25th, 2022, and she still does not have any answers to the questions I am asking. I believe I do not owe this company for this building any longer due to the fact of me being charged bogus fees with no explanation,

  Business response

  06/15/2022

  Business Response /* (1000, 9, 2022/06/07) */ A review of the account indicates it's been administered properly. We will gladly reach out directly to our valued customer to provide additional clarity and address any questions and concerns. We expect the conversation will result in a positive outcome.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm on a payment contract. I had sent a check July of 2021. Evidently they did not receive it. I never miss sending a payment. 10 months later I get a repo notice for the building I purchased. The company never contacted me to tell me the payment wasn't received. Now demanding late fees or repossession. Terrible customer service and not willing to resolve the situation.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/10) */ We appreciate the opportunity to respond. Numerous text messages were sent to the telephone number provided by our customer in addition to the letters sent via ****. Since this filing, our customer has communicated directly with us to confirm the account status and advised a payment has been mailed. We consider the matter resolved, however are always glad to address customer's concerns directly.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a shed on a rent to own contract back in July of 2021. The shed was delivered a few weeks later and after making the payments for 3 months I decided it was too expensive and got a storage unit. On November 3rd I called the company and told them I wanted to return the shed. They said ok, and the driver would be out to pick it up in a few weeks. I didn't hear from the driver for about 2 months, when I finally heard from him it was a day or 2 after a record snowfall of like 27 inches and the shed was inaccessible at that time. He asked if he could come take pictures to show corporate what the situation was I said sure. Today I got a letter from them saying that my account is several months delinquent and I owe a past due balance of $787.89 and the shed is scheduled for pick up. This is not right, I called them and told them 2 1/2 months ago that I didn't want the shed anymore. It's not my problem that they waited 2 1/2 months to come pick it up, I wanted it gone a long time ago. I looked at my call records and I called them November 3rd at 2:57pm, supposedly their calls are recorded so they should listen to the recording. The lady I talked to said I was good to go. There's no way I should have to pay them anything for them waiting so long to pick it up when I told them I wanted it picked up months ago.

  Business response

  02/08/2022

  Business Response /* (1000, 8, 2022/02/01) */ Please accept our apologies for, and disregard the letter auto generated in error by our computer system. The account status reflects your pick-up request.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a shed, and took a picture of it. I was told that shed would be delivered within a couple weeks when a driver was available. I got a call a couple weeks later they'd be delivering my building. I was very excited. I now notice they did not deliver the shed I bought but a totally different building. I was also charged an extra $1741 for the upgrades but my shed doesn't have the extras. I was misled very deceptive, and paid for upgrades I didn't receive. Including two larger size windows, painted roof, better floors and placement of door and windows. I have made upgrades to my building so prefer not to exchange buildings but rather would like a credit adjustment of my payments, plus the overcharge on building price applied to a a second building with the actual features I paid for or a total refund of what I have paid plus time and materials of building upgrades, applied to a new correct building at the same price I was quoted last year. Or a price adjustment plus refund of interest and payments put towards actual building value at time of purchase. I have attached photos I took of the building on the lot plus photo of current building being delivered plus my original invoice. The brochure misleading says a company you can trust. I think they do this often, charge upgrades on base building. They have a model on lot with upgrades and deliver a base model. The contract says on lot, but I didn't get the building I selected on the lot. I spent hours looking and researching the perfect building for my needs and in the end I was not delivered that building. For a year I've suffered with a dark, basic building in function and aesthetic. I think they should also give an additional credit for being mislead.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/10) */ Please be advised that Hickory Hollow Rentals, LLC has no record of an account under the Complainant's name.

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