ComplaintsforECLIPSE RTO, LLC

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i purchase a laptop from rent a center on 1.2.2024, my payment was supposed to be on the 2.1.2024, i been receiving multiple calls, unexpected door knocks, banging of my door, excessive door rings, in all sense it has not been a month i have never made a statement that i was not going to pay for the laptop itself, i completely understand if i was 2 months behind or a month but it has not been a month, from what im aware is that rent-a-center itself has been getting ***d for unlawful leasing practices, and deceptive marketing strategies, they recently got ***d for a *** of $15.5 million and they continue to get ***d for this matter, they also left a letter stating that they will file criminal charges against me within a 48hr span in all sense, only a prosecutor can file a criminal charge, this is a civil matter, it just shows by using intimidation, threatening their consumers can result in their benefit of obtaining absolutely no results, the collection law prohibits any rental organization to threaten or intimidate situations they are incapable of controlling, i spoke to a bankruptcy attorney his advice was that Rent-A-Center employees are incapable to do any illegal act to force you to do anything, and it is an abuse of the ********* Fair Debt Collection Practices Act, that is no different from a criminal to threaten you to beat you or damage you, that i might as well *** the Rent-A-Center for its malpractice. the **** also prohibits for a business who does not have the licensing from the department of financial protection and innovation to act as a debt collector, when they have not obtain the licensing to do so, that the business licensing itself can be revoke for false, this whole harassment is completely foolish and uncalled for, i contact the store itself and i did tell them this that i will be moving forward and contacting hr regarding this unlawful abuse tactic

  Business response

  04/17/2024

  **************** entered into an agreement for a laptop on 01/08/24 with her first renewal payment due on 02/01/24. **************** agreed to be setup on Auto Pay but unfortunately her automatic renewal payment was declined for insufficient funds but was eventually paid 11 days past the due date. Despite addressing the concerns with **************** about her first renewal payment and the importance of honoring her agreement of on time payments and clear communication with the store should struggles arise, **************** has avoided all communication attempts including hanging up on the reps at times. Unfortunately, the store personnel were forced to visit **************** at her residence where they are clearly instructed to only leave a door tag referencing to call the store should no contact be made. During the investigation of this matter, the Store Manager insisted he has never given any direction to any of his staff to use any unauthorized letters or forms of communication including the letter shown here. He referenced back to pictures of confirmation he requires from the Assistant Manager who visited ******************** residence and in those pictures nothing more than a door tag is shown. We are under the assumption the Assistant Manager who is no longer employed acted upon his own will which was once again not directed by the Store Manager to leave this letter in question. We have repeatedly attempted to establish clear communication with **************** to this day where she stands beyond 40 days delinquent to resolve this matter and apologize for the situation. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/1/23 I paid my renewal and it was a few days late. I always paid it when i get paid so every two weeks its *****.(with late fees) When i went to check my bank account ********************** took out ***** AND ***** - plus they only sent me a receipt for the *****. When i checked my account to see if it had be paid up for two weeks it showed it did NOT. So the ***** didnt event go towards my account.. it shows they still want payment on 12/9/23.I spoke to **** that day and he said they would let IT know. No one called me back so i followed up 3 days later. I was told i needed to send screenshot to ************************************ and i emailed twice and got no response.I called 12/6 for an update and was told for the 3rd time its an IT issue and someone would call me back. I have asked several times for a receipt for the ***** because the store is blaming it on late fee's and have yet to get it from them. One of the ast managers keep cutting me off and telling me its because of late fees but yet i havent gotten a receipt for the late fees. and that doenst make sense.. why would you guys charge me the same amount in late fees for months and then one day just change it?

  Business response

  12/07/2023

  Dear ************: 
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  This Rent-A-Center customer rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, ***********, LLC. As a courtesy, RAC has sent a copy of the BBB complaint to the franchisee. 
  
  Given the facts as stated, we consider this matter closed. 
  
  
  Respectfully, 
  
  
  Rent-A-Center, Inc. 

  Customer response

  12/07/2023

  I have reviewed the business response and accept this resolution. 

  Hi,

   

  The company has reached out to me and I am going to resolve it with them.

   

  Best,

  *****

  Sent from my iPhone

  Customer response

  12/13/2023

  Nevermind i take that back. They took money from the account again.

  Customer response

  12/14/2023

  They told me they refunded the account on 12/7 but i still havent gotten it. I am working with them though.

  Business response

  01/29/2024

  **************** certainly had a reason to be upset consdering her refund was not issued as promised. Unfortunately at the time of incident, our POS system did show that the refund was properly issued despite **************** claims. The store had to open a ticket with IT and after further research it was determined to be an internal issue preventing the refund from actually being completed. Contact was made with our accounting where a manual credit was issued with our credit card services. We ceertainly apologie for the inconvenience and frustration. 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company picked up my dryer for a repair. The dryer was never returned to me. I made several calls to the center and kept being told they were looking for it. I also sent several emails to customer service and got no response. Employees at the center told me the manager who was employed at the time my dryer was picked up was let go and they found lots of problems. I explained this several times when they called for payment. I am now being charged for an item they kept.? This is fraud and needs to be addressed right away.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/14) */ District Manager was able to resolve issue with customer and her account will be removed from collection efforts immediately.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly been harassed by the rent a center employees at the Wilson location. I tried to arrange for my items to be picked up and returned and the store. The manager said that he would just help me get a price reduction instead. During that conversation I requested that he contact me either via email or through the chat text messages that they send me almost everyday multiple times a day and he agreed.. They continue to call even though I have requested that they stop and I have been lied to by the manger texting me saying that he can't respond via chat even though they send me a text message saying please respond with chat to text.. This situation has been so overwhelming and stressful from the repeated unnecessary and unwanted harassment and I would like to have some sort of resolution to this issue.

  Business response

  08/04/2022

  Business Response /* (1000, 7, 2022/06/24) */ District manager was able to collect a partial payment and got the customer back on track. Communication with the store manager has been addressed.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bed set in November I was told 6 to 8 weeks I called January in February to check on the order it still wasn't available once I spoke to a supervisor multiple times she told me they did not have the king size they will have a queen size am I willing to downsize and switch to color from gray to blue I agreed once they finally delivered my set it was not right the mattress the wood pieces are missing they gave me a spring bed and a rail platform when the bed comes with wood they told me that they cannot get me the word because they don't have the slats anymore it's missing a nightstand on top of that it's been over a week and no one has came and picked it up I have complained about it ask for refund and told to pick up the furniture... On top of all that this is the second store I placed an order with the first order was placed in October and I was referred to the store because the other store was having issues I have threw away my old bedroom set and now I'm without any furniture in my room I'm sleeping on the couch and no one has came with a conclusion

  Business response

  06/27/2022

  Business Response /* (1000, 7, 2022/05/20) */ The store has made 2 attempts to return the product and refund the $60 initial payment. 1st attempt failed as the customer was not home during the agreed time. 2 attempt failed when the customer refused to let store personnel pick up the product. Customer still has the product. A full refund will be given at the time of return.

*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. ↩