Complaints

This profile includes complaints for Rent 2 Own HQ's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rent 2 Own HQ

  7007 W US Highway 90 San Antonio, TX 78227-3617

• 

  Rent to Own

  4441 Spencer Highway Pasadena, TX 77504

• 

  Rent 2 Own HQ

  707 Pass Rd Gulfport, MS 39501-6444

• 

  Rent 2 Own HQ

  5404 Main St Moss Point, MS 39562

• 

  Rent 2 Own HQ

  707 Pass Rd Gulfport, MS 39501-6444

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 18, 2025 there was a car lease agreement signed by my boyfriend (Breyontae ******) and the Rent to Own HQ at **********************************************. On Feb 11, 2025 the car would not turn on. I called this location and they said that since there was a warranty they would tow the car and diagnose it for free. I told them that if it was not covered I would buy the part and pay for the labor. They proceeded to tow and keep the car, cancel the lease contract on their own, have us trespassed from the property, and made us pay $50 to get our personal belongings out of the vehicle. We have to wait until April 7, 2025 to get our things from the vehicle. All the the payments and the insurance payments were up to date so there was not reason for them to keep the vehicle. We have put $3000 into this vehicle in only 3 short weeks and now we are left with no vehicle, no personal belongings at this time, and now we are out $3000 when we spent all we had on this vehicle. These people are crooks and I can see that they have many claims on the BBB Website. I am wondering why they are still in business and doing this to people if so many claims have been filed. I appreciate your time in this matter and I hope to hear back from you soon!

  Business Response

  Date: 03/20/2025

  We leased a vehicle out to this customer 2/17/24. after helping them with a minimal down payment they asked for an extension on their first payment. Then then drove an excessive amount of miles in a VERY short amount of time. they complained about the vehicle not starting so we got the vehicle towed at our expense. The customer then called the lot screaming at yelling at the lot manager saying he was going to come slap him. He then came up to the lot and got into a physical altercation with him. The next day his whole family came up to the lot to intimate the only office girl working at the time. Then they had sent some very vulgar messages to our sales person. 

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November the 29 I pruchesed this car from a used car lot and its given out on my in a month I replaced the battery and it killed the battery I been trying to get a hold of the car lot because the cause has warranty on it and the car lot loaner are giving me the run around they don't give me exact time frame when it will be pick up and fixed and they expect me to make the following up payment that's coming up when the car not even functioning I would like a refund back if they cannot stick to there word of warranty like they swear and promised to do I just really need help seeking they do not get away with this because that I'm not right at all. I spent a lot of money with this vehicle and payments for this car to give out and not get me to work and they are not willing to help with this issue .it's a 2015 Corolla stock # ***** my name is ***** a ****** and I am the car holder of this vehicle

  Business Response

  Date: 02/04/2025

  We leased the vehicle out on 12/7/24 after the customer had cancelled insurance and being a breach of contract we still decided to work with the customer. He has since gotten the vehicle impounded twice in the short amount of time they have been with the vehicle. If there is ever any issues with the vehicle we always go above and beyond to find a solution. 

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a down payment 0f ****** for a car on January 4 2025 and never got it i called because they said it had paid for insurance with goauto so I called them to find out i only payed 93 for insurance when **** told me I payed 300 for full coverage it was 500 down for car and 300 for insurance they stole my money and they are so far away it's hard to pursue

  Business Response

  Date: 01/13/2025

  Miss ******,

  You put a very minimal down payment and we leased you a vehicle regardless. You reached out to us saying the vehicle had issues and we offered to pick up and repair for free, you then decided to keep the vehicle drive all over *******, lying saying the vehicle is not drivable. You gave us your word you would make payments as agreed then when it came time to payment due you lied stating the vehicle is not drivable. We have proof the vehicle was driven after leased. You then stated you would be dropping the insurance and not paying another dime towards this vehicle. As for insurance, you chose to join our CPI program, which we find you cheap liability and you pay us for comprehensive and collision in place of having to have full coverage insurance. You chose this option, we did not. Once you realized you could not steal our vehicle you then decided to cancel the liability insurance thinking you would get the deposit to our program back. You ultimately made the decision to try and steal our vehicle and get away with it. We wish you well and hope you make better financial decisions in the future.

   

• Initial Complaint

  Date:10/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/07/2024 a Representative from the ******************* company ran my debit/credit card without my authorization. I had been speaking with the Representative through text to let him know I would be late on a payment. Instead of waiting for me to contact him to authorize my transaction, he took it up on himself to run my card at his own discretion. This is extremely concerning as my credit card information is being compromised by someone who is supposed to be trusted. I have lost all respect for this company and it's team for allowing employees to run credit cards at their discretion without having authorization. In a world of constant fraud, it's extremely concerning that a corporation at this status would allow it's employees to have access to do so. After texting the employee and questioning him as to why he ran it without authorization, he stated IN TEXT that Corporate must have ran it and he would reverse the charges. This in and of itself is concerning as he's telling *** customers that his corporate office is committing crimes. The employees name at the *************** R2O locations name is ****** ****** and his Manager is **** ****** (That's the names he gave me in text messages) I have screenshots of the illegal transaction from the business along with time stamped text messages from the employee.

  Business Response

  Date: 10/08/2024

  Called the customer and let him know the complaint was sent to the wrong company. Hopefully they can figure this out for him

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first day I leased car ac didnt work took car to their shop still didnt work second to their shop still not working then car breaks down on side of the road over heating. Thats the 3rd time in shop I havent had car for 3 weeks. Sales manager ******* was rude as far as working with me on solving issues her words were weve done all were going to do your stuck with that car what do I expect I bought a used car and I requested a better car or my money. She told me shed see what she could do. Now they close my account and kept my money and I have no car.

  Business Response

  Date: 10/02/2024

  Mr. ******* leased a vehicle on 8/31 after voicing his concerns about service issues we set an appointment for him which he then started demanding things that were not covered on the service request, got frustrated and told us he did not want anything to do with the vehicle and was taking legal action. After trying to come to and agreement and multiple attempts to help we were unable to continue our business relationship 

  Customer Answer

  Date: 10/02/2024

  Complaint: 22364985
  
  I am rejecting this response because: they know that I was trying to give them the chance to get the car fixed it took them 3 trys and then the car broke down on me at this point Im just wanting my money back and thats all they are very rude and I dont want to do business with them period. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 10/02/2024

  The vehicle was not insured properly and the notes state that we required the customer to get the insurance before picking up the vehicle. The warranty states that the customer is responsible for 50% of labor and parts, but we paid for the repair at our expense. Once doing so, the customer began to ask for wear and tear items to be replaced such as tires. The issue was not the repairs, because the repairs were taken care of by the company 100%, though the contract states the customer is responsible. The issue was the customer not wanting to get the correct insurance on our vehicle before picking up the vehicle.

  Customer Answer

  Date: 10/03/2024

  Complaint: 22364985
  
  I am rejecting this response because: they sold me a car that has been to shop on multiple times for the same ac issue ******* had told wen I leased the car that whatever problems accrue with car shed fix it so a day after I got car ac wasnt blowing cold so went to they it was working but wasnt so went back to shop and still couldnt fix it so now then car breaks down on  me so now Im done with the car I tried to talk with ******* about just giving me another car she had somebody else get phone and tell me Im stuck with it they done all they can do. Basically she knew the was a piece of c*** and she could have worked with me but instead she got my and her car back because I wasnt gonna pay for junk. At least she can be honorable and give me my money back and if she chooses not then Ill sue the car lot thats not how you do business people work hard for their money and people like them s**** over us . Bottom line I just want what I put on the car and Ill deal with them again.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Rent to own HQ on 8/17/2024 looking for a vehicle. ****** ****** helped me chose a 2015 dodge charger. I paid 1400 down and was to make 490 payments every 2 weeks. Immediately after leaving the lot my tire pressure was down the check engine light came on the slippery when wet light came on the steering wheel drifted to the right from bad alignment. I told them about the problem and ****** told me that they would look into getting it fixed. I am pregnant and high risk. They never looked at the car and after harassing them they told me they would schedule a service and have tow come pick the car up. They never gave me a time frame or Call before hand and the tow man came out early in the morning the next day and I was asleep in the back room. Never heard him come. I owed 28 dollars on my car note, they came to my place of work dressed as civilians and stole my car out the parking lot dressed as regular people. Calling them today 9/17/2024 they said we no longer wish to do business with you because of your attitude. You owed us 28 and since u didn't pay it 9/14/2024 we have right to repo it. Please return our key and give us 50 for storage. This is ridiculous and a scam. Look into this business !! More people have said bad things about this lot

  Business Response

  Date: 09/17/2024

  Ms. ***** made us aware of the vehicle needing to be looked at and unsafe to drive. We contacted her multiple times after she told us to "come pick up the vehicle" and she refused to answer her phone, texts, or the door when the tow truck driver came to pick up her vehicle. She was continuing to drive it non stop after she told us she didn't feel safe driving the vehicle. After sending a tow truck out for a second time at our expense we had told her the second tow would be added to her account. She was very aware of when we were coming to pick the vehicle up to get it into the service department but refused to cooperate with anyone. After she berated our staff for a tow fee that she was responsible for she was told we would no longer continue business with her.

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this business I test drove a the vehicle noticed it was and issue with shaking so I told the salesman tht it felt like it needed an alignment and well as the ac wasnt really blowing he stated that they would fix what was wrong at no cost so the day they set my appointment they fixed the ac but I noticed the other issue hasnt been fixed 30 before them closing I went back they claimed to have fixed the issue but didnt so I go to the store and it completely dies after turning the car off so I get a jump and they I go to auto zone my alternator is bad and is not charging my battery now my car has been sitting cant move it and theyre saying its unpredictable about that alternator but in the test drive it was noticed but they tried to say it was the alignment at the end of the day I havent had the car a week and its not drivable now they want me to fix it and make payments to them to fix it is crazy I just want my money back they can have their car back

  Business Response

  Date: 09/27/2024

  This customer *********************** the vehicle from us on 08/06/2024. Their first payment was on 08/16/2024. After multiple contact attempts and a first payment default, we recovered the vehicle on 08/19/2024. In the time of driving the vehicle, the customer drove ****** miles over what was agreed to be driven. She owes the company $61.60 for miles, $133 for the **** a $25 late fee for the **** $270 for the payment, a $25 late fee for the payment, and a $300 recovery fee. This totals $814.60 whether the customer gets the vehicle back or not. We helped this customer get driving with a very minimal down payment, attempted to help her, and we were taken advantage of. The vehicle was in excellent mechanical condition in which the customer used it to drive an excessive amount of miles in a short period of time. If this balance is paid, we will not pursue the customer in civil court or press charges

  Customer Answer

  Date: 09/27/2024

  Complaint: 22157102
  
  I am rejecting this response because:
  The car was not driven more than ********************************************************************** and I had to get a jump to make it home after that it was parked home I attempted to reach out to them to fix the car I was unsuccessful with that they wanted me to make the payment on a car that wasnt mobile the I have proof in the messages above I was taken advantage of and wasnt given the proper service then when I asked for assistance I was given the run around Im trying to keep from legal as well because I was bamboozled and thrown for a loop there was no reason why 3 days after a purchase the car was no longer starting and the shop was telling me the alternator was going out 
  Regards,
  
  ******* ********** ********

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2005 **** Escape vehicle from this company. I put down $1200 and on my way home all the lights turned on radiator was overheating and turpentine belt was loose and not on properly. *** asked for help on the repairs immediately the day after they Said they would not help with the full price they wanted me to pay some of the repairs. I purchased a vehicle and understanding that it was in great condition sustainable for me to go to my doctor appointment and back. They took advantage of me in this position where I need medical attention and cannot have a trustee reliable vehicle because of them

  Business Response

  Date: 08/09/2024

  After ***** had issues with her vehicle. We towed the vehicle at our expense, Conducted repairs for free, and delivered the vehicle back to her for free. She then processed to not make another payment and was recovered due to non-payment.  

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck was repo by HQ due to non-payment, I have digital pay and I alway pay that way since I'm a landscaper and it's easier, I been trying to get ahold of them since my payment was due on the 5th, I've also called on the 6th multiple times, last again on the 8th, I never seam to get answer on any of my phone call till they text to let me know my truck be redflag, so I call, what you know they answer told I had missed payment and I tried not contacting them which I have my call logs on my cell phone. Now that I have paid my rent, the dealership off of ************** and ******* are asking to pay something that didn't default on, like I stated I always made contact and fully pay my balance with the late fees, just for them to repo my truck, it's the only vehicle I have to just to have repo, that way I work hard as a landscaper to keep my truck. Hope yall can help me. P.S supposedly I wasn't the person they done this. It felt like they wanted me to default on my truck payment

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put down a large down payment on this vehicle 06-17-2024. I went through the process and left the lot. The next day my check light engine was on. The doors would not open on the back and rear. The air was not working. The speakers were blown. The day after that I broke down in the rain and the car would not work. They towed the car and refuse any sort of refund. I had it for ONE DAY and it broke down. They sold me a lemon. This business knows exactly what they do. They put "90 Day Warranty" on the vehicles. They know they are going to break down soon. They know they can repo them. The customer will get tired of paying for something they don't have. Then this "business" will take back the lemon and sell it to the next fool. This is ridiculous and someone needs to put a stop to this business. They are preying on broke and desperate people and it is disgusting. These slime ***** knew I was a single mom of five just trying to get to and from work. They sold me a car and took all my money with no care for anyone other than their pockets. I'm going to be suing them and showing the courts all the reviews on them and these reports of everyone saying the SAME EXACT thing.

  Business Response

  Date: 06/25/2024

  After ****************** selected and test drove the vehicle and drove it off the lot, she contacted the office and demanded a refund. When we attempted to offer her other solutions, she refused to listen and threatened to sue ********* The lemon law does not apply in this case. 

  Customer Answer

  Date: 06/26/2024

  Complaint: 21896549
  
  I am rejecting this response because: They are lies. I asked this business to rectify the problem and they refused. I was met with hostility and told they were going to do nothing about it. I had the vehicle for ONE DAY BEFORE IT STOPPED WORKING. I paid over $1600 to use a vehicle for one day!! I informed the manager at that point I was going to file a suit and she hung up on me. I didn't just threaten to *** them. I asked for them to make the situation right and they refused. This company is doing this to so many people and someone needs to do something about it. They are stealing from people and selling vehicles they know are no good. That is a fact. I am not the only person with the SAME COMPLAINT! 
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/26/2024

  Not once did we say we were not going to fix the issues on the vehicle we have been trying to make this right for the customer but she refuses to speak to our staff in a calm manner. I understand her frustrations but they way she has gone about everything has made it difficult for us to continue our business relationship. 

  Customer Answer

  Date: 06/28/2024

  Complaint: 21896549
  
  I am rejecting this response because: They have done nothing to rectify this situation. All they have done is ask for more money while I'm sitting here without a vehicle. How can I pay them when they took all my money and I can't get to work to MAKE MONEY. Which I informed them of that. I was never rude, firm yes. I am the one who was hung up on and they are the ones who refuse to right their wrong. I have already contacted the news station. This company is going to be getting exposed for their fraud and horrible "business" dealings. When you have HUNDREDS of people saying the exact same thing I am saying. I am obviously not the problem. This company and management is the problem. 
  
  Regards,
  
  ***************************