Rent 2 Own HQ

There are two sides to every storyHere, our notes on this customer reflect a very different version of events than the customer is portraying We attempt to keep our customers happy, however, we do insist that they pay for the vehicle that they lease and that they maintain full coverage insurance on the vehicle at all times--without exceptionThis is detailed in the contract that both parties sign at leasing and is explained thoroughly at the time of signing to the customer.The First Amendment of the United States Constitution guarantees free speechAs such, this customer is entitled to say whatever she wants--even if it does not accurately reflect the events in questionWe do not refuse to take payments from customers--even if their insurance has lapsedThis is because, as our employee who recovered the vehicle correctly informed the customer, if the customer reinstates the insurance they can have the vehicle backIf we were 'scammers' as we are being accused of we would surely have taken any monetary payment from a customer With regards to employees of this company being discourteous, we take such complaints seriously upon receiptHowever, our company records show that the recovery operative was threatened at the time of recovering the vehicle by a male person who was punching the window of the vehicle as he attempted to drive itIn fact, the Seguin Police Department were called and attended the scene upon our request to prevent a breach of the peace With regards to this customers account she was in areas with her payment and her insurance had lapsed for two daysAs stated, no lapses in insurance are acceptableThe contract that controls the lease of the vehicle states: "Any failure on the part of the lessee to maintain or renew the required insurance constitutes a default.Lessee shall reimburse lessor with all reasonable expenses for repossession and enforcement of lessors rights and remedies." As such, failing to maintain insurance is a default that can trigger termination of the contractPhysical threats against our staff are taken seriously and the customers contract was duly terminated

Complaint: [redacted] I am rejecting this response because: -----Original Message----- From: [redacted] [mailto: [redacted] @aol.com] Sent: Tuesday, July 15, 9:PM To: info Subject: Ref: Rent To Own July , Tuesday 8:PM ID [redacted] Your Att: Here to inforn your office I no salement or owner, when they come to house they open my car, problem want to buy there insurance to expense I have buy insurance with other agent that why problem Bank when buy a car ,insurance you have problem about thisASAP I want my money back$ or amount they own Thank-you [redacted] Regards, [redacted] ***

Rent Own HQ [redacted] 0.75in;">This letter is in response to customer ID [redacted] The customer did in fact come to Rent Own HQ and was interested in one of our vehiclesThe salesman explained how the program works at which point the customer did a test drive in a vehicleThe customer was then brought inside and presented with numbers and payment options for her vehicleWe explained to her that under Texas law she needed to have insurance prior to driving off the lot with the vehicleWe contacted an insurance company and informed them that the customer had no driver's license at which point they still secured a policy for her with no licenseThe dates on the policy are in fact for six months from policy being issued but the monthly payments by the customers are needed to keep the policy activeI am not aware if in fact the customer was or was not given a discount for being married as she statedThe customer returned to Rent Own HQ two days after she got her vehicle and she did not recall agreeing to payment amounts, payment dates and asked if a warranty came with the vehicleAt this point I produced and went over the paperwork for her vehicleI pointed that she had been offered an extended warranty which she waivedI showed her that she had initialed and acknowledged that she was getting a used vehicle and pointed out her initials on the Buyers Guide sheetI then produced her contract where she had initialed and had stated that she had agreed to payment amounts and datesThe customer called again nine days later; she was irate and demanded a refund and said the contract was flawedI assured her that it was a good contract with signatures and initials at the key points of the documentsShe again denied agreeing to anything and said she was sold a bad car and said if she was not reimbursed she would contact the Revdex.com and some media outletsThe customer then asked for us to come get the car however at the beginning of our conversation I had located the vehicle and it was at an impound yardI asked her again if she was sure the car was at her apartment and she was adamant that it was outside; even though I was looking at the car locating at an impound yard off of [redacted] *, here in San AntonioIf there are any other questions about this please feel free to contact us again*** [redacted] Rent Own HQ [redacted] *** ###-###-#### Office ###-###-#### Fax

The invoices attached to my previous response were for the parts and labor associated with the repair of the customers vehicleThey included: Invoices from *** for the transmission, invoices from the mechanic 's shop re the installation of the transmission and associated work, and invoices for parts from *** *** *** supplied by the garageAt no point was it suggested that the customer had signed theseThey were supplied to show how and why the total for the repairs were as they wereAt no point would a customer sign any of these invoices--they were signed by the mechanic and staff from this company on delivery of the transmission and parts used to install it, there would be no reason for a customer to sign any of these invoices. Staff at the *** *** location, including the***, remain willing to discuss the matter further with the customer should they wish to do so

My problem is that the transmission was ordered for a Rodeo based on the invoice that was sent to me also it shows the invoice was whited out and the Isuzu was added inNothing adds up to the total. You took my payment in good faith in fact the car was paid off in April 2014. I want to speak with the***, the *** was rude, hung up in my face and left a nasty voice mail in which I have savedI also have emails that was send by the***I had to pay another for the transfer of the title to my name and tax and licenses, which I am still waiting onSo right now all I want is the title to the car and whatever the difference that is left over on fixing the transmission, due to the fact invoice number *** shows its been whited out

This complaint is regarding a different businessWe share the same name but they are owned and managed by different people
We address all complaints made against us promptly--however, this is not a complaint against THIS BUSINESSIt is a complaint about A DIFFERENT
BUSINESS.
The telephone number the customer should call is *** and ask for the General Manager to voice their concerns to.
Again, we are not the people that this customer has a problem with
Unfortunately, the Revdex.com is aware that we keep getting complaints for a business that shares our name but do nothing to remedy the situationThis is similar to a person complaining about service at the New Braunfels Mc Donalds and complaining in Austin

the customer put down $The vehicle did have some issues from transmission which was from the customer driving the car in low gear and speed shifting the carbesides that we repaired the vehicle customer picked the vehicle up on 5/10 and dove the vehicle until 6/3/and did not pay us
for what they had owed but promised to pay on the 5/ and broke that promise and on the 6/did not pay broke that promise so we picked up vehicle Thanks ***

August 28,2015
 
I am writing in response to a complaint our office received dated 8/19/15 from a former Lessee named Roselee Vogt.
Ms. [redacted] came to our New Braunfels dealership location on 11/6/13 and leased (contract#[redacted]) a [redacted] Chevy Avalanche. On 3/13/14, we were...

notified by her insurance agent that her policy covering our [redacted] Chevy Avalanche, had cancelled at 12:01 am on 3/13/14 @ 11:28 am, Ms. [redacted] was contacted by phone and advised that her insurance had cancelled. She stated she would call in a payment later that day and she would get her insurance reinstated. By 5:09 pm that day, proof of reinstated insurance had not been received and a message was left on Ms. [redacted] phone advising that we needed proof of reinstated insurance in our office before end of business or the account would be flagged for recovery. At start of business on 3/14. we still hadn't received any proof of reinstated insurance for Ms. [redacted] and another message was left on her phone at 11:52 pm. At 6:59 PM, Ms. [redacted] called our office to make a car payment and when asked if she had paid her insurance she stated "No".  On 3/15/14 @ 11:14 am, the [redacted] Chevy Avalanche was recovered by our dealership from a Motel 6 in San Antonio and called and reported to the San Antonio Police Department. Per our Closed-End Motor Vehicle Lease Agreement, the Lessee agrees to maintain full coverage insurance on the vehicle at all times and failure to do so is a default of the lease and grounds for recovery. After the recovery Ms. [redacted] failed to contact our office in regards to getting her vehicle back.  
On 3/28/14, Ms. [redacted] contacted our New Braunfels office asking to get back into the [redacted] Chevy Avalanche. We agreed and put her back into the [redacted] Chevy Avalanche under a new lease (contract #[redacted]). On 10/13/14 @ 10:55am, we were advised by the Direct Insurance automated system that Ms. [redacted] insurance on the Avalanche had cancelled.  At 10:56 am, we called her listed home number however the voicemail was not set up and we were unable to leave a message. We called her listed cell number and left an urgent message advising her we needed proof of reinstated insurance before end of business that day or her account would be flagged for recovery. At 12:17 pm, Ms. [redacted] was contacted on her cell phone and she advised us she was going to go cash her check and then pay to reinstated he insurance. On 10/14/14 @ 12:46 pm, we received confirmation from Linda with [redacted] that Ms. [redacted] Insurance Agency that Ms. [redacted] insurance had been reinstated. On 10/25/14, Ms [redacted] came into our New Braunfels office with a past due account balance of $1,249.48. In order to help keep her in the vehicle, she agreed to Voluntarily surrender the vehicle and we agreed to recontract her and move her past due balance to the end of her contract. 
On 10/25/14, Ms. [redacted] was recontracted (contract# 8325) into the same [redacted] Chevy Avalanche. On 11/3/14 @ 6:22 pm, our New Braunfels office was contacted by Ms. [redacted] and advised she had been in an accident with the vehicle a week prior and she had filed a claim. On 11/12/14, we were notified by Tricia Reid with Direct Insurance that the Vehicle had been deemed a total loss. 
On 11/18/14, Ms [redacted] came to the New Braunfels office wanting to lease another vehicle. She was contracted (contract# [redacted]) into a [redacted] Nissan Armada. On 11/20/14 @ 6:10 pm, we were contacted by Ms. [redacted] with complaints of starting the Armada. She had a friend jump start the vehicle and he noticed the battery terminals were loose. She was advised to bring the vehicle in the next morning to have it looked at and to pay the remaining $500.00 she still owed on her down payment to avoid the account being flagged and the vehicle recovered. She agreed and promised she would be here. Ms [redacted] failed to show up as requested on 11/21/14 and messages were left on her listed cell number at 2:18 pm and 6:29 pm with no response before end of business. On 11/22/14 @4:43 pm, another message was left on Ms. [redacted] listed cell phone number. Our Sales Manager sent her a text message asking her to call our office. Ms. [redacted] responded by texting stating she was on her way in to our office to pay the remainder of her sown payment. Ms. [redacted] never showed up that day to make the payment. On 11/24/14 @ 2:21 pm, we called her listed cell number however the mailbox was full and we were unable to leave a message. We called her listed home number and left an urgent message in regards to her past due account. Despite repeatedly leaving Ms. [redacted] messages from 11/25/14 through the morning of 12/2/14, we didn't hear from Ms. [redacted] until 12:40pm on 12/2/14 at which time she proceeded to cuss out our office staff and ended up hanging up on them. On 12/5/14 @ 12:27 pm, the [redacted] Nissan Armada was recovered by [redacted] Towing and brought back to our dealership lot. We called and left Ms. [redacted] a message advising we valued her as a customer, we had no issues with repairing the vehicle and that we wanted to keep her in the vehicle. We never received a response from Ms. [redacted] so the file was killed and a recovery notice letter was mailed out.
On 12/11/14, Ms. [redacted] went to our 35 & Military dealership location and leased (contract #[redacted]) a [redacted] Lincoln Navigator. On 12/16/14 @ 5:22 PM, Ms. [redacted] came to the dealership asking to speak with Sales Manager, [redacted] in regards to repairs on the vehicle. She was told that [redacted] was off on Tuesdays and she was expected the day before but never showed up. Another salesperson, [redacted], tried helping her but Ms. [redacted] became irate and began cussing, stating we were leading her on and not helping her. [redacted] advised Ms. [redacted] that we have been trying to help her however she fails to show up for the repair appointments. She waled away, locked herself in her vehicle and when [redacted] approached her she stated she was working on getting another vehicle elsewhere and she would return our vehicle when her next payment came due. Ms. [redacted] first payment of $300.00 came due on 12/26/15 and no payment was made so we left a message on 12/26/14 and 12/29/14 with no response from Ms. Vogt. The vehicle was recovered by our dealership on 12/29/14 @ 2:23 pm. 
Per our lease agreement, a vehicle must be covered by full coverage insurance at all times or the vehicle can be recovered without notice. I feel Ms. [redacted] was treated fairly each time she allowed her insurance to lapse. We gave her more than enough time to remedy the situation by getting her insurance reinstated before we were forced to recover our vehicle. We worked with Ms. [redacted] and kept her in her vehicle when her past due account balance justified us recovering her vehicle. In regards to mechanical issues, we set up several repair appointments that were never kept by Ms. [redacted] and then made numerous attempt to reschedule those appointments. All our vehicles are lease with no warranty unless the Lessee personally purchase a warranty on their own, however we offered to repaired the vehicle however Ms [redacted] chose not to cooperate. I'm sorry Ms. [redacted] feels she as treated unfairly by our dealerships but I believe we went above and beyond to accommodate her. 
 
 
Thank you, 
 
[redacted]Operations Manager

the customer put down $500 The vehicle did have some issues from transmission which was from the customer driving the car in low gear and speed shifting the car. besides that we repaired the vehicle customer picked the vehicle up on 5/10 and dove the vehicle until 6/3/2016 and did not pay...

us for what they had owed but promised to pay on the 5/ 28 and broke that promise and on the 6/2 did not pay broke that promise so we picked up vehicle
 
Thanks
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It seems the BB may have input the incorrect address. I was informed that all RENT2OWN HQ companies were affiliated. If you are not, I apologize. I you are receiving bad press from these other companies, you need to change your name. 
The address and information I sent to Revdex.com is:
DEALERSHIP ADDRESS: [redacted], San Antonio TX 78240
PHONE: [redacted]
MANAGER: [redacted]    SALESPERSON: [redacted]
EMAIL: [redacted]
Revdex.com please use the above information to send. Thank You! [redacted]
Regards,
[redacted]

Mr [redacted] car was recovered because of no payment also when we called him about the payment before recovery he told us to [redacted] he wasn't paying. So then we recovered the vehicle and brought it to our lot the next day. We told Mr [redacted] to bring us the keyto the car and he could get his things out of...

the car. He waited several days before getting the key to us and getting his things. Thanks[redacted]

Complaint:[redacted]
I am rejecting this response because: That is not my husband signature on that invoice and the amount we were told 1628.00 not 975.00 plus extra. This is now falsifying a signature on a legal document That is not my signature on those invoices .The only resolution that we did received was that we had to pay 414.00 for the title to be transferred in our name.  The only thing I want from the [redacted] is a formal apology for his bad behavior and to understand you are not helping anyone when you have to lie to do it and also by recalculation still show money is still owed to us
Regards,[redacted]

There are two sides to every story. Here, our notes on this customer reflect a very different version of events than the customer is portraying.
We attempt to keep our customers happy, however, we do insist that they pay for the vehicle that they lease and that they maintain full coverage...

insurance on the vehicle at all times--without exception. This is detailed in the contract that both parties sign at leasing and is explained thoroughly at the time of signing to the customer.The First Amendment of the United States Constitution guarantees free speech. As such, this customer is entitled to say whatever she wants--even if it does not accurately reflect the events in question. We do not refuse to take payments from customers--even if their insurance has lapsed. This is because, as our employee who recovered the vehicle correctly informed the customer, if the customer reinstates the insurance they can have the vehicle back. If we were 'scammers' as we are being accused of we would surely have taken any monetary payment from a customer.
 
With regards to employees of this company being discourteous, we take such complaints seriously upon receipt. However, our company records show that the recovery operative was threatened at the time of recovering the vehicle by a male person who was punching the window of the vehicle as he attempted to drive it. In fact, the Seguin Police Department were called and attended the scene upon our request to prevent a breach of the peace. 
 
With regards to this customers account she was in areas with her payment and her insurance had lapsed for two days. As stated, no lapses in insurance are acceptable. The contract that controls the lease of the vehicle states: "Any failure on the part of the lessee to maintain or renew the required insurance constitutes a default. . .Lessee shall reimburse lessor with all reasonable expenses for repossession and enforcement of lessors rights and remedies." As such, failing to maintain insurance is a default that can trigger termination of the contract. Physical threats against our staff are taken seriously and the customers contract was duly terminated.

This customer leased this vehicle on 04/11/2011.The lease contract that he signed at that time of leasing the vehicle (referred to as 'property' in the contract), clearly states: "The Lessee agrees to maintain the property in good working order. ANY AND ALL MAINTENANCE OR REPAIRS TO THE...

PROPERTY MUST BE PERFORMED BY THE LESSEE AT THE LESSEE'S SOLE EXPENSE."In May of 2013 (after using the vehicle for 2 years), the customer contacted us informing us that the vehicle would not run and he suspected that it had transmission problems, he stated at that time that he did not have the money for the repairs. The [redacted] of the [redacted] Rent 2 Own store offered to repair the vehicle at the company's expense as long as the customer agreed to pay for these repairs in installments (which he did), despite the contract clearly stating that this was the customer's and not the company's responsibility.The unfortunate thing about this complaint is that in all probability most other dealerships would NOT have offered to help the customer in this way, we do try to help our customers and in fact, at the time this particular customer was grateful for our help.The work was carried out by an INDEPENDENT garage that we regularly use, and all invoices and paperwork for said repairs are attached. The transmission was purchased from [redacted] (who supply most dealerships in this area). [redacted] can speak for themselves but I believe they offer a 6 month warranty on parts sold (the invoice for the transmission is also attached).

I am unable to respond to this complaint because the vehicle Ms. [redacted] leased is not from our location.  Our dealership may share the same name however they are ran by different owners.  Our dealership has no access to their customers or records.  This complaint should be...

forwarded to the dealership Ms. [redacted] visited and leased the vehicle.  
Thank you,
 
[redacted]
Operations Manager

Complaint: [redacted]
I am rejecting this response because: This seems bogus. I was driven to the lot on Hwy 90 whose general manager's phone number is the one listed here (674-4900). Manager's name is Joseph.
The car was brought back to the Fredericksburg address. Manager's name is [redacted]. Therefore both of these locations are affiliated. I was told that this was their other location.
I deem an attorney should be involved to close both these places. I will work until I receive my refund and both places are CLOSE to prevent harm to others. 
Regards,
[redacted]

Rent 2 Own HQ [redacted]
[redacted]
0.75in;">This letter is in response to customer ID[redacted]. The customer did in fact come to Rent 2 Own HQ and was interested in one of our vehicles. The salesman explained how the program works at which point the customer did a test drive in a vehicle. The customer was then brought inside and presented with numbers and payment options for her vehicle. We explained to her that under Texas law she needed to have insurance prior to driving off the lot with the vehicle. We contacted an insurance company and informed them that the customer had no driver's license at which point they still secured a policy for her with no license. The dates on the policy are in fact for six months from policy being issued but the monthly payments by the customers are needed to keep the policy active. I am not aware if in fact the customer was or was not given a discount for being married as she stated. The customer returned to Rent 2 Own HQ two days after she got her vehicle and she did not recall agreeing to payment amounts, payment dates and asked if a warranty came with the vehicle. At this point I produced and went over the paperwork for her vehicle. I pointed that she had been offered an extended warranty which she waived. I showed her that she had initialed and acknowledged that she was getting a used vehicle and pointed out her initials on the Buyers Guide sheet. I then produced her contract where she had initialed and had stated that she had agreed to payment amounts and dates. The customer called again nine days later; she was irate and demanded a refund and said the contract was flawed. I assured her that it was a good contract with signatures and initials at the key points of the documents. She again denied agreeing to anything and said she was sold a bad car and said if she was not reimbursed she would contact the Revdex.com and some media outlets. The customer then asked for us to come get the car however at the beginning of our conversation I had located the vehicle and it was at an impound yard. I asked her again if she was sure the car was at her apartment and she was adamant that it was outside; even though I was looking at the car locating at an impound yard off of [redacted], here in San Antonio. If there are any other questions about this please feel free to contact us again. [redacted] Rent 2 Own HQ [redacted]  ###-###-#### Office ###-###-#### Fax

Complaint: [redacted]
I am rejecting this response because: 
-----Original Message-----
From: [redacted] [mailto:[redacted]@aol.com]
Sent: Tuesday, July 15, 2014 9:12 PM
To: info
Subject: Ref: Rent To Own
 
  July 15 , 2014   Tuesday  8:53 PM  ID  [redacted]
  Your Att: Here to inforn your office I no salement or owner, when they come  to house they open my car, problem
  want to buy there insurance to expense I have buy insurance with other agent that why problem.
  Bank when buy a car ,insurance you have problem about this. ASAP  I want my money back. $2.690.00  or amount they own Thank-you  [redacted]
Regards,
[redacted]

Our response is not bogus.  We are not affiliated with the Hwy 90 lot or the Fredericksburg lot.  Our location and business  is completely separate from both Hwy 90 and the Fredericksburg lots.  Any complaint should be sent to their email address and not ours.

Without commenting on the specifics of this customers complaint, I would like to outline our policy regarding insurance. 
Part of the contract between the company and any customer is that they keep full coverage insurance on the vehicle at all times. The contract, which every...

customer signs states:
 "NOTICE: The Lease is IMMEDIATELY in DEFAULT and the vehicle subject to IMMEDIATE RECOVERY, WITHOUT NOTICE if the required insurance is not IN-FORCE AT ALL TIMES during the term of the lease."
If customers fail to have the required insurance the company exercises its right under the contract and recovers its property in order to protect it from damage/theft etc...
Customers are ALWAYS given the opportunity to subsequently put insurance in place on the vehicle and resume the contract even after recovery for no insurance. If a customer chooses not to the contract is void and terminated.
The policy regarding insurance is very clearly explained at the time of lease to customers. When customers allow insurance to lapse it exposes the company at risk of financial loss should the vehicle be involved in an accident or be subject to theft.