ComplaintsforBestway Rent To Own

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Many years ago I made some purchases through Bestway. At the time their store manager was ******. Him and everyone in the store was very nice and always helpful. In 2022 I was almost done paying on my couches and computer and ran into some financial difficulties. I spoke with ****** and he said no problem I had money from other items I had started to rent and returned that he could take what I paid on those and apply it to the other items. I have been under the impression for the last 2 years my account was settled. No one ever called me, never had a knock on the door, never got a letter in the mail. NOTHING. Yesterday I get a phone call threatening me with ************** and telling me I owed Bestway over $7000. I contact the store and speak with ***** who informs me ****** is no longer with the company because he was mishandling accounts. Informs me that I can come pick up a copy of my purchases and payments today apologizes and says hes forwarding my account to the corporate office for the legal department to look at because it looked like my account was one of the ones that had been affected. I ask him if he would be in this morning when I got there to give me my paperwork and he said yes. I go in there today and am informed ***** didnt show up to work today. ***** their district manager then tells the clerk he will handle the situation. He refuses to give me my records. Then proceeds to repeatedly tell me I cant prove the convastion I had with ***** yesterday ever took place. He is very rude and smug the whole time. Offers no assistance in the situation and basically treats me like a criminal when I have done nothing wrong.

  Business response

  08/29/2024

  ****************, I have done some investigating with the current Store Manager and Region Manager, and there are not records showing that the merchandise was returned and or money applied to your account from the returned merchandise.   Also, ******************, our region Manager mentioned he offered to pull your inactive file and provide the signed agreements, but that you refused them and wanted Bestway to prove the return, in which there isn't any proof at this point due to it being 2 years ago.  We are requesting from you, any and all proof of return along with the monies paid toward the returned account, that was moved over.   As of right now, the account has been charged off due to no payment and a third party is trying to get in contact with you in reference to your account.  We no longer have this account with ********************** and are no longer liable.  Please let me know if there is anything else I may help assist you with. 

  Thank you,

  **************************;

  Director of Learning and Development

  Customer response

  08/29/2024

  I am rejecting this response because:   I have video evidence of their regional manager refusing to give me my records. Their response nothing to settle the problem. I want a copy of all of my records that they illegally sold to collections.

  Business response

  09/03/2024

  I spoke to the Store Mgr. and Division RVP, and both stated you were coming into the store to speak to them about your concerns.  Please let me know if there is anything else I can help assist you with.

  Thank you,

  **************************;

  Customer response

  09/04/2024

  I have reviewed the business response and accept this resolution.  The situation has been resolved. Thank you for your attention to this.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Employees are texting and calling from their personal numbers to obtain payments. One employees name and number is Brianna ****************** I can provide screenshots of messages, as well. I told several employees that the card they have on file to charge is incorrect and have given them the correct card numbers.

  Business response

  08/22/2024

  Good afternoon!  After further review and speaking to the Region Manager and Store Manager, it looks like the store was able to process your payment.  As far as the communication, you are in an agreement with Bestway, and we will contact you daily if a payment is not made.  Please understand, the store is just trying to collect payment for the merchandise.  Please let me know if there is anything else I can assist you with. 

   

  Thank you,

  ******** Rief 

  Director of Learning and Development

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had originally purchased a bedroom set from bestway with the agreement stating that my payment would come out Thursday. For a while the payment would come out on Thursday and recently someone keeps changing it to Friday or Saturday. Now I'm 3 weeks behind and have already paid over 3800 dollars on a bedroom set that I've found much cheaper at a competitor with whom I'm going with due to the fact I still owe 3400 dollars. Rent a center has the same identical bedroom set for 3400 dollars with a 53 dollar a week payment. I cannot see myself paying the same amount I would though rent a center for something identical being rent a center total lease purchase is just over 3400 dollars.

  Business response

  07/26/2024

  Good afternoon,

  After speaking to the Store Manager and Region Manager, it looks like the merchandise was returned.  Also, as far as the missed payments, it looks like our store attempted to collect and the last payment that was made was by you was on 7/03/2024.  When signing an agreement with Bestway, the entire agreement is gone over the day of purchase and is signed by both the customer and store.  The prices are also listed on the agreement.  Please review your agreement again closely, as it was signed by you when the purchase was made, and the signature is our indication that the customer agrees to the payment and out the door price.  Also listed on the agreement is different payment options.  One being a 90 day same as cash price.  When you exceed ************************************************************* which is also listed on the signed agreement.  You spoke with the store about your missed payment, and they explained with empathy how much it would be to make your account current.  You asked for a payout amount for the remaining balance and that's when things turned down the wrong path per the Store Manager.  Also, please keep in mind different places have different prices for things, and we do not always have our merchandise listed for the same price as other Companies along with agreements and so forth. 

  I'm sorry this did not work out for you, however when making any purchases please be sure you thoroughly review your agreement and have a full understanding of the terms, payments and price.  I hope you are able to find what you are looking to complete your bedroom again. 

  Please let me know if there is anything else I can help assist you with. 

  Thank you,

  ******** Rief 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had ordered a bedroom set, a TV, and a TV stand. I never received a contract. Never heard from anyone at the store. On July 5th I received papers from the sheriffs office that they are suing me for possession of property or total amount. However including in these papers was a signed contract with my name on it. I never signed anything. The manager in that store forged my name and signature. I can prove I didnt sign that just comparing it to my driver license signature and other government documents. I called the store, and was hung up on. So I called the main office and the Regional manager ***** was supposed to call me and still hasnt. Court is coming up and I would rather keep this out of court but if it is not taken care of then I will be reaching out to law enforcement as well as an attorney.

  Business response

  07/16/2024

  Good afternoon, **************.  After further review and discussion with the Regional Manager it looks as you have our merchandise and have not made a payment on it as to why you received court documents.  That in fact is the case, and small claims court is scheduled for the end of July for non-payment nor return of the merchandise.  It is also known that at the time of your purchase/delivery your spouse was a Bestway employee that signed the agreement for the merchandise.  However, there still was not a payment made nor a return of the merchandise by you if you were not in agreement or didn't sign the contract.  All customers receive an agreement with every purchase and if for some reason they didn't, it is the customers responsibility to reach out to the store for a copy of it for their records.   Our staff makes multiple attempts to collect payments by reaching out via phone and or driving to the address on file where the merchandise is; to collect payment.  It is also the customer's responsibility to either call the store to arrange payments and or make their payments in person at the store if we are unable to reach them.  However, neither of those were done as to why the small claim was made in reference to the merchandise for non-payment.  After all of this was brought to your attention by our Region Manager, he stated that you are now trying to negotiate a buyout for the merchandise.  If you are wanting to outright purchase the merchandise for the full agreement price, please bring the funds to small claims, so that it can be settled there.  Again, the court date is scheduled for the end of July.

  Please let me know if there is anything else I can help assist you with.

  Thank you,

  **************************;

   

  Business response

  07/16/2024

  Is there any way to reverse my response to this customer.  The Region Manager just asked to hold off on the response until they come to an agreement on the buyout.  

  That would be much appreciated if this is at all possible to remove my response for now. 

  Business response

  07/22/2024

  Good afternoon, **************.  After further review and discussion with the Regional Manager it looks as you have our merchandise and have not made a payment on it as to why you received court documents.  It was also noted they were in contact with you last week and you stated you be in contact with them with an answer and have now avoided any contact with Bestway. With that being said, small claims court is scheduled for July 23rd, for non-payment nor return of the merchandise.  It is also known that at the time of your purchase/delivery your spouse was a Bestway employee that signed the agreement for the merchandise.  However, there still was not a payment made nor a return of the merchandise by you if you were not in agreement or didn't sign the contract.  All customers receive an agreement with every purchase and if for some reason they didn't, it is the customers responsibility to reach out to the store for a copy of it for their records.   Our staff makes multiple attempts to collect payments by reaching out via phone and or driving to the address on file where the merchandise is; to collect payment.  It is also the customer's responsibility to either call the store to arrange payments and or make their payments in person at the store if we are unable to reach them.  However,neither of those were done as to why the small claim was made in reference to the merchandise for non-payment.  After all of this was brought to your attention by our Region Manager, he stated that you are now trying to negotiate a buyout for the merchandise.  If you are wanting to outright purchase the merchandise for the full agreement price, please bring the funds to small claims, so that it can be settled there.  Again, the court date is scheduled on July 23rd.
  Please let me know if there is anything else I can help assist you with.
  Thank you,
  **************************;

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was charged $100 a month ago and was told that they needed more information before they could rent to me I said that is fine I don't have the information that is required please refund my money which day promptly said they would do and has been over a month yet and I still have not received my money they are not trying to remedy it

  Business response

  07/15/2024

  Good afternoon, **************.  I have spoken to our Regional Manager over store 120, and he stated the refund has been processed and he has tried getting in contact with you about this along with sending you a copy of the receipt.  Please let me know if there is anything else we can assist you with, I will be more than happy to help. 

   

  Thank you,

  ******** Rief 

  Director of Learning and Development. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello my name is ********************* and I been renting from bestway for about two years and the customer service is very poor. I have rented a washer in the dryer from there and my dryer had got blown out due to thunder hitting my house they came and picked my dryer up July 2023 and I still havent received my dryer. Ive been paying my bill and me and the ladies today at the store got into it because my dryer is still not fixed. Its been a whole year they are very, very rude with people, customer service is very poor. They dont know how to talk to nobody. They have roaches in the building that I have bought from them has been contaminated with roaches and I need to look into the store because theres a lot of people going there and they dont know that theres roaches in their merchandise , because Im complaining because my dryer is still not fixed I fell behind due to the fact that my dryer is still not fixed. They dont know how to talk to nobody and Im very very upset. Customer and I would never tell nobody to go to the store and get anything out of here because its very infested. My house is full of roaches now due to the store having roaches in it and I need to be accommodated because Ive been killing roaches all throughout my house for a whole year now my name is *********************. Give me a call at ************ if you have any questions.

  Business response

  06/28/2024

  ************, after further review and talking with the store manager, you have had a dryer since the moment yours came into service.  The part was on back order and that is the reason for the delay.  Also, you are in a signed agreement with Bestway and there are no ***** periods on payments.  When there are payments missed, we do make trips to the location of our merchandise and try to collect and or have a conversation.  When doing so, our staff was threatened and that's not acceptable.  So please know, if there are missed payments Bestway will attempt to collect at the doorstep and threats will not be tolerable. As far as the roaches, I am so sorry to hear about this issue going on, however this should've been brought to our attention a year ago if it has been an issue, not a year later.  Please note, that communication is key, and we cannot help situations if we are not made aware of it for an entire year. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of your employees hooked up a washer in my garage n did not tighter up the hose. When I washed I I opened the lid and was like why didnt the tub fill up I heard the water running I pulled the washer out n the hose had come lose n water was running on the ground. I had just moved in a had a king size mattress n boxspring in there that got soaking wet ruined. I would like to know what you will do about the situation your employee admitted to doing it

  Business response

  06/20/2024

  Good morning,

  First off, I would like to apologize for this happening to you. Secondly, have you reached out to the Store Manager in regard to this?  If not, please do so as they will be the ones to address this situation.  I will also reach out to them letting them know about this issue as well, so that they can start working on a resolution to this issue.  Please feel free to give me a call anytime, Ill be more than happy to help. My direct line is ************.

  Thank you,

  *************************

  Director of Learning and Development. 

  Business response

  06/24/2024

  To whom it may concern we sent our drivers out to pick up our washer and dry set that that ****************** had rented from us. When we arrived, it was unhooked and sitting in the garage waiting on us. While the drivers were loading the washer and dryer in the truck ****************** ask them if they would haul off a mattress and boxspring that was leaning up against the wall in the garage. The drivers explained to ****************** they are only allowed to move items that belong to us,and they would not be able to move them. After returning to the store ***************** called complaining that it was our fault, she needed the mattress hauled off because our washer leaked and got it wet. ****************** never said anything about this while the guys were at her house. We asked the drivers if there was anything indicating our washer had leaked such as water on the floor or if the mattress appeared to be wet. They both said there were no signs at all of water on the floor and the mattress did not appear to be wet while they were there.
  ****************** did not say anything about any of this until we told her we could not haul off her mattress and box springs.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a washing machine from Bestway, when delivered it was dirty, previous rental cloth inside the drum and the drum was cracked. I signed a merchandise return Bestway wont give it to me so I can prove they are required to refund my $70.00. I had to catch a taxi back and forth to wash clothes and the cost of washing and drying.

  Business response

  06/20/2024

  **************, I spoke to the Regional Manager along with the store manager, and they have processed the refund to the card that was used.  Please let me know if there is anything else I may assist you with. Thank you!

  Customer response

  06/20/2024

  I am rejecting this response because:   
  

       I have heard they put the money back on my card for over a month.  At this point I dont believe or trust them.

  Business response

  06/20/2024

  Please know, it has been refunded and I can reassure you that.  I personally spoke to them, and they processed it.  The regional manager did, not the Store manager. 

  Customer response

  06/20/2024

  I have reviewed the business response and accept this resolution. Dont have the opportunity to let you know whether the amount of $70 was refunded.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been with them for a while now and my payments hasn't changed

  Business response

  06/17/2024

  Good morning,

  I am not quiet understanding.  Payment amounts do not change. Please give me a call, so I can help further assist you with your concerns.

  Thank you,

  *************************

  ************ Direct line

  Customer response

  06/17/2024

  I been with them for a while now and my payments are not going down at all I been making my payments on time 

  Customer response

  06/18/2024

  I been with for a while now and my payments still the same since one year ago I'm talking about bestway in mesquite tx they are taking my money don't put it on my account 

  Business response

  06/18/2024

  I would love to help assist you further, can you please give me a call.  My direct number is ************.  

  Customer response

  06/18/2024

  I am rejecting this response because:  I don't agree with the decision on that bestway in mesquite tx they are really rude with me 

  Customer response

  06/25/2024

  I can't keep paying on my stuff and nothing payed for and my payments still the same when I pay my stuff

  I been with them for a while now and nothing has changed and I'm still paying on stuff for a while now I been with them for years and I don't like the manger he is rude

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 26 at 3:02 am i order a flat screen tv and laptop that i expected to be delivered the next day, i was charged ***** Instead i get a call from the manager Asking of i haven a leasing agreement and stating that i should have paid more money. i told him i want a refund. He ***************************** told me to dispute the charge with my bank to get a refund. Ive tried 5 times and was denied everytime. I contact ******* again and he tells me he acctually cant issue me a refund on his end. So i contact customer service and she makes a record of my issue and tells me someone will be in contact in 2 days. After the 2 days i leave a messager with the secretary of the Regianal Manager. Stating he will give me a call. No one has callee me concerning my money. I talked to both ******************************* *** **** from customer service today. ******* promissed me the ******* manager would contact me today. **** gave me a reference number to call back in two days..but ive been thru this before and its been over a month. I just want my money back.

  Customer response

  06/04/2024

  They actually called me yesterday and had me come to the store location for a cash refund. Issue resolved.

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