ComplaintsforRent 2 Own HQ

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from rent to own headquarters and gave a $1700 down payment. On August 4 payment was due but I was unable to pay due to losing my job. On August 8 that vehicle was picked up by people who worked at the dealership and not a repo company. I called the dealership and was told that in order for me to get the vehicle back, I would have to pay the payment that was due along with late fees and a storage fee and insurance cost which will count come up to about $900. I then informed them that I just wanna get my belongings and they said well its going to cost me $50 to get my belongings . As a vehicle was being taken away, I did asked to get my belongings and they told me at the lot. I did inform them multiple times that I do not have the $50 because I did lose my job and I just wanna get my things and they said well if you wanna get your stuff we need $50 and the key and that was the end of that.

  Business response

  08/10/2023

  I am not sure why we are receiving this complaint, as the former customer explains the situation (poorly) in this message. The customer *********************** the vehicle from ** with a limited down payment. We agreed to work with her and help her break up the rest of the down payment. She made over half of her payments late, did not communicate with us, and refused to return our vehicle. We had a third party company recover the vehicle, not our employees. Regardless, the customer signed a contract for a $300 recovery fee to retrieve the property. We agreed to only charge a $50 storage fee if the key was returned to the store that she leased the vehicle from. Had the customer paid, as she agreed to, returned the vehicle after not paying, or communicated with us, we would have avoided this situation. Instead, the customer paid late on nearly every payment, owes a balance, drove an excessive amount of miles in which she owes money for, and refused to return our vehicle. We will not be doing business with this customer again, as she is blacklisted from coming back.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has picked up my car, then I paid. When I went to pick up my car, they had went through my car and glove compartment and they also broke something dealing with under my hood. Nothing happened when I complained. Following Monday they picked it up again. At that time it was running hot because of something they did. Got it back and had to stop every five minutes because the truck would over hear, something I told the company. They put all my things in the truck in a box. I searched the box and they stole 22 dollars. Complained and nothing happened. Now I have paid off the truck and went to sign for my tax, title and license which was 586. Then was told I have four more payments if 300 dollars and final payment of 586 . They said its the residual value, that was told to me when I got the car. I have paid 10 almost 11 thousand that includes a **** deposit. These people are running a scam and just want you to sign paperwork without reading. This place is a scam and I want to report them and they are also thieves and they broke my fan and I had to pay 427 to get it fixed. They wont admit to anything .

  Business response

  07/11/2023

  We have dealt with this customer for a long time. We also work with ************************ on nearly every payment that she has ever made. Most payments were late, the customer drove an excessive amount of miles, breaching the contract, she had to be reminded to keep insurance on the vehicle multiple times, and was always given arrangements. She has been a very difficult customer to deal with. Nonetheless, we have always worked with, and helped her. At the end of a lease, the customer has the option to purchase the vehicle for the residual value (10% of the vehicle price). As a courtesy, we told ****************** we would allow her to break this into payments. She took the paperwork, ripped it up, and threw it at our employees. She is currently in breach of contract. We have gone above and beyond for this customer.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/13 I was making payment on my car for $381.50 they where stating my card declined which the only reason it declined was they spelled my last name incorrectly I told them about it and they wanted me to leave work to stop by location which I couldn't and closed on Sunday so on monday 5/15 they told me the payment was going to be ****** which I told them I will be there in a few hours to make payment. 30 minutes after I told them I was going to go make the payment they come pick up my car when I called they told me it was going to be another $300 to get the car. After they argued and I paid $731.50 they told me I was over the mileage so they needed me to pay another $129.75. I paid a total of $861 they moved the car an hour away from the location where I got the car I had to take a Uber to get it and now they will not give me the car.

  Business response

  05/15/2023

  ***************************** is on his third vehicle with **. He ran the first one, a ****** Altima, into the ground until it was not drivable. Nearly every payment ***************************** made was late. We still allowed ********************** to get into a second vehicle. ********************** paid late on this vehicle as well. He wrecked the vehicle within a month and a half of having this vehicle. The insurance check was significantly less than he owed. He attempted to reroute the check that was supposed to be paid to our company to himself. Even after all of this, we allowed ********************** into a THIRD vehicle. He, again, did not pay on time. The vehicle was recovered for nonpayment. The card was declined for insufficient funds. We allowed ********************** back into the vehicle again, granted his poor history with our company. We will tread very carefully with this customer as we continue our business relationship.

  Customer response

  05/17/2023

  Complaint: 20061304
  
  I am rejecting this response because:
  As you see above not only the owner wants to call and send threating text messages and you see a response from one of you location managers the problem as before was cvv number incorrect, also when trying to run my payment you all didn't spell my last name right as I told them. Everyone knows that you cannot process payment if name is incorrect as card holder. I didn't get to add on my first file but I was charged for "going over the miles. " but in contact with both signatures on it say a different milages then what you have on file. At this post you are harassing your customers. As I see with all the other complaints which are all about the same as you sale your cars without spear tires and cars that don't run correctly just rigged to work for now. Check and see how many cars in the hood are zip tied to hold together. 
  Regards,
  
  *****************************

  Business response

  05/17/2023

  We have gone above and beyond for *****************************. We have over ***** customers that pay biweekly and never have issues with with payments. Threatening messages have never been sent to this customer. We will see his account through and hope that he turns a new leaf after many negative experiences that weve had with him as a customer.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 13th I went to Rent to Own HQ on ***** Fredericksburg purchased 2007 Dodge Ram. Down payment was **** and truck total was ****** with ******* miles on vehicle. I return the truck to Rent to Own HQ on April 17th and told owner that i was not satisfied with the performance of the vehicle. The transmission was slipping, black smoke coming out of the exhaust. I called the police up to the location and the owner advised for me and the police to get off of property. I just asked the owner may I get my deposit back because the vehicle has a lot of mechanical issues with it. The owner said no and to not come back to business. On April 24th the company repo my truck from my house. They never called me to resolve the issue with truck and was very unprofessional. They just wanted my deposit. I had a Mechanic trying to fix the vehicle and when they came to repo the vehicle, they took all the tool that were in the vehicle totaling 500$ dollars. I stopped driving the vehicle because I was scared that the truck was going to break down.

  Business response

  04/25/2023

  ****************** came to our property in search of a truck. He selected this truck after a thorough test drive. Two weeks later, he came to our property after driving the vehicle 784 miles, the customer complained of the gas mileage. We explained that he leased a V8 truck (that he chose) and that these trucks consume a lot of gas. We offered to trade ****************** to another vehicle that consumed less gas. We also offered to have the vehicle looked at. ****************** screamed, yelled, and threatened our staff. He was on the property for three hours as we listed different solutions for his concerns. After ****************** became unreasonable and continued to threaten and scream at our staff, we had police ****** him off of the property. ****************** missed his very first payment of $430, owes $50 of late fees, and also owes a recovery fee of $300. ****************** owes the company $780. We are currently pursuing charges for theft of services and terroristic threats through SAPD.

  Customer response

  04/25/2023

  Complaint: 19975873
  
  I am rejecting this response because:
  
  Regards, I was told I can bring the truck back 48 hours ,I bought it on the 13 and on the way home transmission was going out ,1 head light was out and I and since it was a Thursday 48 hours was the week end so I came up the Monday 4 days later not happy,so I called the police and have a report on the from Monday,I never made a threat they never called them I made the report,,,the police name ***************** badge number **** case number *********** his number is ************ ,in there response they never mentioned me coming back up there 4 days lat3 not satisfied because of the transmission and other problems with the truck the police is my witnesses 
  
  *************************

  Business response

  04/25/2023

  This incisional drove the vehicle a significant amount of miles, the vehicle was in excellent condition upon recovery, and he did not pay **. Then customer owes the ********************** money. 

  Customer response

  04/26/2023

  Complaint: 19975873
  
  I am rejecting this response because:
  
  Regards, how do I owe money when I came in the 17 complaining about problems with the tiuck wasn't say to drive ,the salemen and co owner kick me and the police off the property,after I called them at that time,I was forced to take it home I **** proof I took the insurance off the truck the next day ,the truck been part infont of my house ever since ,with 500 worth of took that the mechanic was using to fix the truck,,I have the police ad a witness,he gave a statement about what happen,theres no need to lie,why did I have to take the truck back after it wasn't safe to drive? I told them I didn't want the truck they refused in front of the officers,to resolve it,only wanted to give my another car or sign out the contract,and they keep my deposit,the truck was on safe to drive ,,,and the car had dmv tags on them dmv said,,instead of paper tags ,witch means the truck is registered in somebody else name ,
  
  *************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rent a center on ****************** in ********,** harassment and trying to collect on a product that they already had since November of last year very rude and disrespectful.

  Business response

  05/15/2023

  We are not Rent a Center. We do not own a business at this address. This complaint is not for our company.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 24th I leased a 2018 Chrysler 300 from Rent 2 Own HQ. I paid $2,308 to lease this vehicle. Unbeknownst to me this vehicle was not registered or inspected, as the registration sticker is outdated. There is a wiring problem that results in the windshield wipers not working. This wiring issue also causes the lights inside the vehicle to not turn on. This vehicle is unsafe and unreliable.I contacted the business several times starting the day after I got the vehicle. They said there was nothing they could do and are now ignoring my calls. I would like my down payment to be reimbursed.

  Business response

  03/13/2023

  This individual selected this vehicle out of 50+ vehicles on the lot. We allowed the customer a thorough test drive. ******************** had a very limited down payment for the vehicle he chose. After selecting this vehicle, he agreed and promised to bring $2,000 on 03/10/2023. The payment was not made and we have started the legal process to report the vehicle stolen for unauthorized use of a motor vehicle resulting in a state jail felony. If the vehicle is not returned to us by the end of the day (03/13/2023), we will move forward with these charges and pursue at the highest extent. 

  Customer response

  03/13/2023

  Complaint: 19585849
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/21/2023, I purchased a car from HQ rent2own on Valley HI Dr location. 2 weeks later the car starts making rod knocking noises and stalls, ****** knows that *************** is Bad Engine and looking at the car the Engine was bad, I had them come pick up car and being upset that they sold me a bad car I requested refund , as they state they don't give refunds, They also stole items of value from the car, and denied it, as well as have the car sitting in their shop where I have many messages from them talking bad to me and just going back and forth, I spent **** dollars that I need back and they aren't helping me in any way.

  Business response

  03/09/2023

  Ms. ******************************* test drove this vehicle and selected it. Our warranty covers Engine, transmission, and differential for 50% of parts and labor. We towed the vehicle at our own expense, expedited the diagnosis of the vehicle, and started on the repairs immediately. ********************** has been absolutely horrible to our staff at the store, the shop, and the call center. We have gone above and beyond to help her and are still dealing with her confrontational outbursts. We will honor the warranty and inform the customer when we know more.

  Customer response

  03/09/2023

  Complaint: 19561805
  
  I am rejecting this response because:The owner doesnt say anything about the way his employees have been treating me the past 2 days not take responsibility of taking a pair of Oakley sunglasses in which Im tow truck driver was seen wearing shortly after towing the car. I want nothing more to do with this company as they do not appreciate their customers or even have any sensitivity towards the matter of expenses that were used on the car. I shouldnt have to pay 50% of anything after 1-2 weeks of having a car they sold with a bad engine.
  
  Regards,
  
  *******************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold a car that had a salvage title and never revealed that at all. Car had broken wheel, deflating one tire constantly, had engine light on for part that cost $200 to fix, $800 for tires and replacing cracked wheel. They failed to disclose extent of damages, when telling me it was sold as is. Plates did not come in, & they failed to get the plates extended so far, ************** is not fit for customer service. I had to spend over $1500 just to keep car on the road to pass inspection. Not part of the deal, if they had revealed that this was a salvage car that needed this much work, I never would have paid for it, I would have gotten a different car. Sadly, once they get you, they don't care, or deal with helping you. I spent 3 days trying to get extended plates, and the guy was horrible. 0 people skills. They need to refund me some money for the things that they hid and lied about.

  Business response

  03/20/2023

  The vehicle does not have a salvage title. It is illegal for dealerships to sell salvage title vehicles. The vehicle has a rebuilt title which was disclosed at the time of the lease, signed by the customer, and explained in the brochure. A lease with a rebuilt title does not require the lessor or dealer to disclose this, though we do anyways. The warranty that we offer covers engine, transmission, and differential. Anything aside from that is the customer's responsibility to fix and maintain. We do have a dedicated service shop and mechanic to help customers with any maintenance or repairs that they are responsible for. We have completed all of our legal obligations, and though Ms. ****** has been a terror to deal with, we would still be more than happy to have our service shop look at the vehicle for her.

  Customer response

  03/20/2023

  Complaint: 19450966
  
  I am rejecting this response because:  This dealer is now resorting to slander?  And Defamation?  WOW,  So I do not even have proof that they have submitted my vehicle for a title and new plates, it's been 4 months now, A Terror to deal with?  I asked for a plate extension for another month since 90 days passed without a sticker plate or title.  I have since written to them telling them I will take legal or fraud action for this transaction which they did not disclose.  I found their F rating to be accurate.  I never had any contact with them over the additional charges, the mechanical things that were wrong from day one, and my only return date was when I wanted a plate extension and the employee at the counter was so rude.  Not liking my letter or the fact they many not have lawfully processed my paperwork to obtain a title and new plates going now on to 120 days is their problem. 

  They do owe me for the deception, the things they failed to state were wrong with the car, a cracked wheel, a tire that was worn from the cracked wheel, and new wheels were not the same dimensions as the origninal wheels, so I had to get matching wheels, engine problems right away, and dirty oil, THEY were responsible to allow me to actually rent a car that they were warrantying to actually be safe on the road and did not.  They DId not disclose that the car was a "salvage" It had been in a front end collision, and I was aware of that.  If they intend to defame me, that's just additional problems for them,  They have the opportunity here in this case at the BBB to refund me the costs that I was out, which they should have covered.  Leaving my car with them 120 days later is not a safe option, I have no idea what they would do.  They owe me a title and plates, and a new extended plate, since it will now be 150 days, without a title, or new plates and a sticker.  And if they opt not to resolve the additional money that they would have had to repair BEFORE I drove off with the car, they will force a lawsuit.  I wrote them and told them these options, and they are now trying to "blame me" for asking for a plate extension.  The first 2 times I went last month, their "computers" were down, and I told them they would have to let me know when it was ready.  That's terror?  They need to watch what they are saying.  They just don't like that I found out who they were, and that they are operating way over their heads with not doing business the correct way.  And that is on them, they have a choice to change their business tactics to tell people everything and stay out of an F Rating that they have created.  And I pray that they do, but they seem to think they can make it worse and not have results from that.  My salesman was very kind, and until the renewal of the plate, I never had any contact or issues with them.  Once I was mistreated, and going to have to get a rental since my plate was expiring, that is when I went in and logged this complaint and found so many more.  THey need to stop doing this, and stop lying about their customers.  Smart people fix things, and never resort to slander.    ***************  This could be resolved with the statement they made and apologizing for lying about me.  IF they sell legit cars then t hey can say they missed a few things with mine and pay for the bills I endured after the purchase.  *******
  
  Regards,
  
  ***************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/20/22 I put $1037 down on a 2007 ****** Camry from Rent 2 Own HQ in *************, *****. I was supposed to make my first regular payment on 12/30/22 for the vehicle and then repeat every two weeks. I paid $81 in a Uber to get to this city to pick up the vehicle. Once I arrived no one ever addressed me, they all acted like they didn't see me which was bad customer service. I already had the key to the car so I just went outside. A womam came out and told me I could go. I drive the car home an hour and notice the brakes start to grind.I contacted the company multiple times and was ignored. The car needed a $1000 brake job. I've had the car 12 days waiting to be contacted and they come and pick the car up January 2, ************************** about the issue. They repossess the car and take it to a storage facility. I would have made the payment had I been contacted about the brakes. The car was undriveable after one day.This was unprofessional and I should have my money back. The car is worth $2000 tops and $1000 is surely more than enough to cover it for 12 days. The car should have been fixed and not repossessed. They were able to confirm to me they had the vehicle but their responses were very smart and unprofessional. They should not be in business.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a complaint about Rent2Own HQ Valley Hi. First off I made my first payment on time which is $390 every other Saturday my second payment was due on 11/12/22 so I notified them that I wouldnt be able to make my payment before they closed because I had to work until 11pm I let them know around 9:30am so they texted me back to let me know that I could go in on 11/14/22 they suggested I be there when they opened at 9:30am I let them know that I had gotten called in to work and would be there no later than 4:30pm they informed me that they would notate my acct but I was still being red flagged I apologized but in order for me to make my payments I have to work So my client( my job is home care) needed for me to take her to run errands so I took her to one place then we headed to hobby lobby off freiderksburg rd it was cold and rainy that day anyway we were in there maybe ***** minutes I went out to get the car so my lady wouldnt have to walk out in the rain I remembered parking at a certain place in parking lot so I went around thinking I had mistaken where I had parked so then noticed my car was nowhere to be found then I snapped Omg they repoed my car So I went in told my client what had happened called rent2own hq gave me run the around on the phone called several different times I explained that I had my client whos in her 80s her belongings were in there, groceries our lunch and I remembered that I had dropped my husband off and drove to my clients not realizing his medications were also in there he has several medical conditions which he has to take medications for so the ********* told me that she couldnt do anything about my client even though shes elderly and would need to have someone pick up my client which really made me very irritated plus was told that I wouldnt be able to get my husbands medication because he wasnt on the lease which I told her he needs his medications or he would be very weak and disoriented she didnt care I told her they would have a huge lawsuit if something happened to my husband we also were told by his dr that they couldnt withhold his medications Im not paying $50 to get my husbands medicine or our belongings from a car that I was so happy with. Plus I had the car payment and the charges they put for the mileage but all I want is my belongings and **************** clients groceries and to be reimbursed for the food that we were supposed to eat for lunch and my $20 gas that I put in when I got the car it was given to me with less than a 1/4 tank was afraid to run out of gas plus no spare or **** plus $211 for two new tires my boss bought because didnt know the tires were bad and wasnt informed of that either (safety hazard) for a home healthcare worker

  Business response

  11/18/2022

  We allowed ************************************* to get a vehicle from us with a very limited down payment. She made one payment, then did not pay again. We had to recover the vehicle after the vehicle or payment was not brought to us. After having to recover our vehicle, we told ********************************* that she could pick up any medicine or government ID's from the vehicle. We are set up to help good people in all situations, but sometimes are taken advantage of people who do not keep their agreements. As of now, we will not be pursuing ********************************* for the balance of $1,042.60 owed to us in civil court. We will not be doing business with her again, though.

*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. ↩