ComplaintsforRent 2 Own HQ

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a car from this location, after signing the paperwork the guy tells me that there is no windshield wiper handle. I put down $1200 dollars, but $200 of it supposedly went for insurance. The individual loaned me the $200 dollars for a fee of $25.00 per day. Three days after taking possession of the car, it stopped running on the free way putting myself, my friend and her one year old in danger. After contacting the lot, they told me to bring it in to get it fixed, now after a week and no one answering the phone we finally get a hold of someone for them to hang up on us. They have not offered to help or refund the down payment but took the money and left me without a vehicle. They won't answer the phone, won't return a call and won't give me any information about the vehicle. Currently I have been scammed out of almost $1600 and they still have the car.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a vehicle from them on September 23, 2022. Two days later on September 25, 2022 the service engine light came on. Which I let them know right away. It took me three days to get someone to finally put in a service ticket for me. I didnt hear anything back from them and couldnt get in touch with anyone again until they came and got my car for nonpayment on October 11, 2022. I made the payments was told the car would be ready on October 13, 2022. Then on the 13th before my appointment I get a text saying I still owed money. So I went to the office and noticed my car wasnt there. I paid the fees and got told the service department had my car. It took 3 hours for them to get in touch with them only for them to say they havent looked at my car. It then took me another week trying to get in touch with someone to get my personal belongings out of the car. When I finally got an address on October 17, 2022 I went to the address and was given a box because they had went through my car themselves. Once I went thru the box I noticed I was missing a lot of items including my ID and bank card and still wasnt able to see my car nor talk to the service department to get a status update. I was then told to contact the office because they were the ones who emptied my car. Once I talked to the office they rudely told me that they didnt want or need my items after asking me what it was that I was missing. And told to file a police report without giving me the license plate number or anything I needed to file a report. And when I asked to speak to corporate or the owner I was told that there no number for corporate and that I couldnt talk to the owner. Now it is October 20, ***************************************************************************************************** to pay for it tomorrow.

  Business response

  11/01/2022

  This customer came to our location looking for help. She only had $1,500 for an initial investment. She insisted over and over again that she wanted a vehicle that was our of her budget. She missed her very first payment. After reaching out every single day for the payment, to other numbers listed, and references, we recovered the vehicle. The customer drove ***** miles in just 19 days. We allow ***** miles per month (agreed to and signed on the second page of the contract). Even after starting our business relationship poorly, ignoring our company, and driving an excessive amount of miles, the customer was angry and combative towards employees. We allowed her to get back into the vehicle and retrieve the belongings left in our unpaid vehicle, but still had issues with the customer. We remove property left in our vehicle after nonpayment and put the belongings in storage. The vehicle is registered and owned by our company. We are within every legal right to remove property left in our vehicle. Also, any maintenance and repairs is the responsibility of the customer. With this being said, we still had a shop look at any concerns the customer had at our expense. We went above and beyond for this customer just to have her not pay any payments and drive an excessive amount of miles on our vehicle. We will not be doing business with this individual again.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My vehicle was repossessed! I contacted the company an spoke to ****** which kept adding on fees . She repossessed my vehicle on 9/24:2022 . My miles start from 8/20/22-9/20/22 I did not exceed my mileage. On 9/24/22 she stated that I exceeded the miles but I have from 9/20/22-10/20/22 which means I did not exceed. Demarcus is the individual that sold me the vehicle, he also went to the back to set up my insurance. I had no idea that he illegally and knowingly provide the insurance company with an incorrect ago to get my insurance lowered because I advised him I could not afford $500 insurance. I had my mom review the policy prior to renewing and then realized he said I was 28. ****** said that they would waive the repo fee if we called to correct the insurance an took no fault . We did and went to get the vehicle and was denied the vehicle. They refused to let me get the paperwork out of the vehicle.

  Business response

  10/07/2022

  We helped ***************************** drive off in a vehicle with only $700 for a down payment. ****************** made one payment, then defaulted on the second payment, and did not have insurance on our vehicle. ******** helped ****************** by referring him to a company that gave him an insurance quote. ******** provided ***************************** correct address, phone number, and date of birth. We have fulfilled our obligations and contracts by every parameter. ****************** defaulted on his payments and insurance, the only two things that we require to be taken care of. ***************************** frustrations are confusing to us, due to that fact that we helped him so much and he did not fulfil his contractual obligations.

  Customer response

  10/11/2022

  Complaint: 18124082
  
  I am rejecting this response because:******** actually went to the back and personally provided the insurance company with the incorrect age purposely because the first quote he provided me with for a first time driver was over $609. I told him that I could not afford that. He then went back to his office and upon arriving back he told be it would only be $215. After reviewing my policy I noticed that he told them I was 28 and married to get that rate. I was unable to reach this small insurance company to make the payment and I didnt want to just renew the fraudulent insurance!My insurance was canceled in 2 days and Rent 2 Hq picked up the vehicle within an hour.I reached out to ****** at the company which was rude to begin with and was given repo fees plus the car note that I initially told them the payments should start to come out of my account because I did not want to continue to drive way to the dealership to make a payment. They advised me that they would change the contact.Then after arriving to get my vehicle before 5pm she said that department is closed after I had just told her I was on my way. I then go the next day she had added more fees , stating the payment was late and that I went 78 miles over which would be an additional $104.I asked for proof and was told that they didnt want to do business any longer and they did not want the payment at all. I tried to pay the 3 day last due car note and was denied!I want my money and items out of the vehicle but I was also refused of obtaining my property or money that was in my wallet in the vehicle. I obtained the insurance as ****** told me to the next day and was denied my vehicle even with repo and car payment.They cant refuse to except the money because they dont like the color of my skin! I am nos without my wallet, property, car and the money I paid to start a correct policy.
  
  Regards,
  
  ***************************** 3 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My wife ********************************* was renting a 2009 Buick Enclave from the ************** location. My wife passed away August 13th from cancer and the car was reported stolen due to non payment for **** and July. I spoke with someone from sales at Fredericksburg location and they told me if I bring key to vehicle and 50 dollars I would be able to get my clothes and sentimental things that belonged to my wife. A week later I called and I was transferred to 2 different people. The lady ******** told me the vehicle was sent for repairs and everything in it was considered trash. I said that my clothes personal things that belonged to my wife that I kept after her death my marriage certificate her death certificate was in there. She told me the only thing she could suggest is go to the location and pay the past due balance. I asked her if I did that would I get my belongings she said she couldn't say. I'm asking corporate to have a heart and at least let me get my belongings. My wife was all I had now they take my clothes personal things that was hers death certificate everything and to say it's considered trash is very inappropriate for a business when u can clearly see it's clothing

• Initial Complaint

  08/12/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  February 27 is when I put a down payment on the vehicle from there they had threatened if I didnt pay $2000 of next week plus the **************************************************************************************************************************************************************** large fees that I wasnt agreeing to that was not on the contract I also had told him that that wasnt on the contract and they told me that I agreed when I had not I had multiple witnesses because I had taken a couple people with me when I had sign these papers however the few months go by and they told me that they have been trying to call me which they never have I have no phone records of them calling me they never called anyone else they said that my insurance was no longer valid which was wrong so they came and took the car they charge me $2400 to get the car back and they ended up changing my contract again without my knowledge they lied to me and told me that they just had to remake a contract because my birthdate was wrong they didnt let me read this contract they read it to me and then my new insurance months later which was three days ago they said they dont take my insurance which was a lie because it never says anywhere in the contract that they only take certain insurances its full coverage and has everything they ask for they wanted me to get there inside *************** who only protects themselves not me I told them I would come in and pay they agreed the next day with the day that I was supposed to come in and pay they took the car I asked if I could just get my daughters medicine out of the car and they told me that they dont give a f*** if my daughter dies or not because my goddaughters condition is life or death she hast to have her medication or she could die then they laughed and said a whole bunch of other things but this doesnt let me even write the half of it theyre just scammers I talk to her place the police agreed with me after she looked up t

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Today is 7/20/2022. The complaint I have is for rent 2 own HQ. After making every payment on time and in full without issue the insurance company that I had dropped my policy because they no longer work with rent 2 own HQ. I was not notified of the policy being cancelled or anything. It was cancelled yesterday 7/19/2022 and they recovered my vehicle without a call or any other contact. After getting a different insurance and paying 300 dollars to get the vehicle back I was told that I still owed 825 dollars before getting my truck back. I had spoken to their office more than 10 times and no said anything about another 825 dollars before I could get my vehicle back. Now they are talking about starting my contract over on a vehicle I've had for over a year. I'm not looking to get my money back just want to be treated fairly. I have given them thousands of dollars and have put money in the vehicle to keep it running. I just want them to stop taking advantage of people.

  Business response

  07/21/2022

  We have had issues with this customer paying on time, keeping insurance, or communicating. This customer breached the contract by driving an excessive amount of miles, paying late nearly every payment, and not keeping insurance on our vehicle. We do everything in our power to help our customers and work with them. All we need is three simple things. Keep insurance on the vehicle, do not drive excessive miles, and make the payments on time. The customer breached all three of these requirements. We still worked with this individual and let them get back into our vehicle even with the constant problems. Hopefully, we can get on the right track and move forward with this account.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a previous customer so I Kno how this ********************** works, fees after fees when I was almost paying off a vehicle. I knew they over charge n that the monthly payments were doubled, I'm aware bout the down payment being added to your monthly payment but when I get a vehicle thats been in accidents frm front and back the bumper is falling apart the license plate is on croket the trunk doesn't close the battery was rusted the rear view mirror was broken the engine light is on and they want to value it at 20, thousand something dollars, I asked if they can give me something a lil more dependable or to at least value the car less or something because I didn't wanna lose out on the down payment if I turned it Bak in ..I'm being charged alot of money to have a vehicle that's falling apart and at the dealership I asked the salesman if they get accident reports and stated they don't check for any of that ... Whoever did the repairs to this vehicle after accidents did a very bad job I cannot upload pictures of trunk not closing because there's no way of it coming out in photos but in one of the photos can see that the side is not even so when wash the car inside gets wet . The only thing they wanna offer is a service check for the engine light not for the bodywork this vehicle needs I don't want to keep this vehicle in the shape that it's in but also don't wanna lose the down payment,if refunded I can go and take business elsewhere ... The dealership has a copy of the walk thru of all the defects of this vehicle and still valued at 20, thousand something dollars ,now that is really taking advantage of customers... This dealership doesn't really help those to get a vehicle they over charge they add bigger down payments they want u to take more money in a WK at this point I just want my deposit back so I can go elsewhere because I don't wanna be charged s much money for a vehicle that's falling apart and have to worry if I'm gonna get stranded like I did same day of purchase

  Business response

  06/27/2022

  The customer selected this vehicle upon arriving to our location. There was a large selection, but this is the vehicle the customer insisted on getting from our **********************. She did a very thorough test drive on the highway. After driving the vehicle and looking at our other selection, she chose this vehicle. She had a very limited down payment, but we broke up the remainder of the vehicle. All of the numbers including down payment, payments, and total were explained to the customer before signing. If the customer is having any mechanical issues with the vehicle, we have a service department that would be more than happy to look at the vehicle for her and see what we could do. There are no notes of complaints or issues with the vehicle in the customer's account.

  Customer response

  07/02/2022

  Complaint: ********
  
  
  I am rejecting this response because:I had a down payment of **** I was a retuning customer paid previous vehicle on time and not once repo for non insurance, this dealership had no more then 10 vehicles on the lot to select from when test drove it I noticed the rear view mirror was broken n then bumper attached by one side s**** and asked sales man if they check the vehicles before renting them out and said no complaints have been filed to the sales man but only wants to do a service check but I want a good condition vehicle th trunk gets flooded when it's being washed due to it not being attached correctly and not closing the way it's supposed to this company has a very bad reputation I don't expect my **** back I just would like a good dependable vehicle the message stated I had very lil down payment so was added to my **** well shouldn't I have the right to change into a dependable vehicle since I'm being charged I pay 610 total for the month broken into biwkly and I'm not satisfied at all with the vehicle complaints were told to the sales man but it's like this company doesn't care about the customers satisfaction or putting them into a dependable vehicle because of a lil down payment of **** , all I would like is good car thats not being held with screws or water getting into the trunk that they wanna charge 20 thousand total when it's not valued at that ..I can take it to a body shop and they can tell me the amount of damages it has and would either like that amount taken off or exchange the vehicle this is a rent to own place that over charges has very bad customer service
  
  
  Regards,
  
  
  ***************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  06/04/2022 $800.00 About a used car the used car had a 30-day warranty. The car broke down 6/12/20 I contacted the car lot to let them know about the vehicle being broke they said that the lemon law don't apply to them. They are going to charge me $300 to pick the vehicle up and take the vehicle back to the car lot The brakes the rotors and the Pistons were broken the brake pad rusted off and fell apart the rotor was scratched up really bad the Piston was broke it was not firing I called the car dealership to let them know She told me that she was not going to switch the car out she told me that the lemon law did not apply to me she said that she would fix the vehicle but I had to pay to get it towed to *********** to the dealership and I live in ****** *****

  Business response

  06/27/2022

  We worked with *************************** on the down payment. We broke up the remainder for her and worked with her. The first payment was never made and we attempted to reach out multiple times.

  Customer response

  06/27/2022

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

  Customer response

  06/28/2022

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

  Customer response

  06/29/2022

  Complaint: ********
  
  
  I am rejecting this response because: The car broke 9 days after purchase. The car had a warranty they did not want to trade. She stated that the lemon law don't apply to them and it was nothing I can do.
  
  
  Regards,
  
  
  ***************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pulled out a car from rent to own hq from the Southside location in *********** ***** they gave me the wrong cars paperwork and information for another vehicle on their lot. They then lost all my paperwork for registration on the vehicle. When promised to maintenance the vehicle under the warranty that was purchased with it the mechanic shop then damaged belongings in the vehicle and refused to do any work on the car. The car now is non running and they're refusing to take any accountability for it. The car was purchased in February it's been about 12 weeks since.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a car from rent to own Hq ******* i paid them 300 dollars for my car note I only owed them 299 I told them I was coming in to pay rest of my car note. I told them my mother pass away also due to Covid an I was working double shift.So while I was at work they came to Repo my car I would all of my money back included the down payment an all the money invest in the car also paying for oil changes an tires

  Business response

  06/08/2022

  We leased this vehicle to *************************** on 03/04/2022. She had the vehicle for three months and was late on half of her payments. We worked with *************************** with extensions regularly. Her payment was due on 05/27/22. She did not pay. After attempted contact and the mistreatment of our employees, we recovered our vehicle. ****************** owes a total of $2,732. She drove an extra ****** miles over the ***** allowed resulting in a charge of $1,440. Also the recovery fee and late fees are due. She owes this amount and we would be willing to work out a payment plan for her.

  Customer response

  06/08/2022

  Complaint: 17331436
  
  I am rejecting this response because: i just had paid them on Friday June 3 three hundred dollars for my car note when I had already told them I was bringing the rest of the money of  when I got off work I only owed them 299 for my car payment. When i never got a call or email from saying they was going to Repo my car when i was making my car payment on time until my mother pass away on may 28 2022. An I told them that also. I even told them I was in ****** also try to get my my mother funeral Arranged. But when I talk to ************* yesterday he going to say i Owed them two thousand an  four hundred dollars how when I only owned ****** I want my money back or the car back. How can they take three Hundred dollars from me them come repo my car three days later. I was communicating with them. When I didnt have All the money for my insurance ************* gave me ***** for the rest of my insurance. 

   

   
  Regards,
  
  ***************************

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