Rent to Own Auto Centers LP

Ms [redacted] entered into a rental contract on 8-11- A three year or 50,warranty on the engine, transmission and drive train is included in our program Ms [redacted] upgraded her mileage program to 25,per year or 2,per month Our standard mileage program is 20,per year We suggest that our customers come in after days and we will run their miles to be sure they are in the proper mileage tier When Ms [redacted] came in on 8-26-she had driven 2,miles from 8-11-- 08-26- If this was driving then she would drive approximately 47,miles per year Our highest mileage tier is 30,and we explain that our program does not work for everyone if they do a lot of driving The contract states that excess miles are charged at .20/mile Ms [redacted] paid $for the excess miles driven.Ms [redacted] has brought the vehicle in two or three times stating there was a loud noise on right front tire My service manager and service technicians test drove the vehicle with the customer and could not recreate the noise My Service Mgr offered to drive vehicle for a day and try to hear the noise and Ms [redacted] declined this offer On 8-30-we received a call from Ms [redacted] stating the car was overheated Rent To Own Auto Centers had the vehicle towed to our shop See attachment for the result of the diagnostic test that was performed.Due to the diagnostic results, Ms [redacted] was negligent with the vehicle and Rent To Own Auto Centers has taken the car back therefore voiding her contract No refunds will be given

The vehicle Ms [redacted] is renting was wrecked on August 21, Ms [redacted] had made three (3) appointments that we had scheduled with an outside body shop that we use and all three were missed Our contract clearly states that the vehicle is to be brought to Rent To Own Auto Centers immediately to have it repaired in the event of an accident All rental payments are required to be made while a vehicle is in for repair No refunds will be issued

Ms [redacted] has accepted final settlement of the contract that she signed on 8-1- I have attached a copy for your reference

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@rtoautocenters.com Ms [redacted] arrived in our ST Charles location at 8:45amOur tech looked at the car and had to figure out why the unit was deadOnce they found the issue the unit was replaced and a new unit installedUnfortunatley, it took longer than miuntes but this is out of our controlWhen any of our vehicles are brought in we inspect the car and calculate milesIt was discovered that she was over in her alloted miles and her full payment was days lateWe allow a day grace period and she was well over this timeframeWhen issues were discussed with her she did not listen and kept insisting that we inconvenienced herTypically, until full payment is received the vehicle would be disabled until we receive full paymentThe manager authorized to let her leave with the understanding she would make the balance of her payment by noonMs [redacted] was addressed in a professional mannerShe sat in our showroom speaking to someone on her cell phone in a louder than voice complaining about the level of customer service and inconvenience that Rent To Own was causingUnfortunately, we do not issue credits due to service taking longer that estimated

Tell us why here...Mr [redacted] visited our Arnold location and our auto rental program was explained to him.? Our program is a month rental program? with payments and if all payments are made the title is given to the rental customer.? Our payments are bi-weekly and there is a non-refundable origination fee associated with each vehicle.? He selected a Tundra that had a $origination fee and a bi-weekly payment of $270.00.? Our customers have an option to? add RTO Insurance ? liability and comp/collision? insurance into his contract.? ? Mr [redacted] chose to add his insurance to his contract and this brought his bi-weekly payment to $364.46.? When taking our insurance there is a one-time binding fee of $101.30.? Prior to signing our rental agreement, Mr, [redacted] was presented a written order with all information? regarding? his payments and it is noted that the Binding fee and Origination fee are "non-refundable."? ? ? The total amount due from Mr [redacted] at contract was $1,- he paid $and signed a promissory note in the amount of $which is due on 7-27-16.Mr [redacted] had to sign accepting the insurance and the amounts prior to the rental agreement being generated.? Our rental agreement is generated and reviewed with Mr [redacted] - Mr [redacted] was asked to initial various parts of the rental agreement and sign all paperwork.Our customers are given several opportunities to ask questions if they have any with regard to the documents signed or our program.? ? The documents signed are correct and unfortunately there will be no refunds.? Each customer is given a? payment schedule for the full term.? Our program allows a five (5) day grace period and on day six (6) the vehicle would be disabled until the full payment and the $late fee is paid in full.? Once again this is all documented in the paperwork given to our customers.? ? Mr [redacted] can return the vehicle at any time and his obligation to make future payments cease.?

Ms [redacted] entered into a rental contract on 8-11-16.? A three year or 50,warranty on the engine, transmission and drive train is included in our program.? Ms [redacted] upgraded her mileage program to 25,per year or 2,per month.? Our standard mileage program is 20,per year.? We suggest that our customers come in after days and we will run their miles to be sure they are in the proper mileage tier.? When Ms [redacted] came in on 8-26-she had driven 2,miles from 8-11-- 08-26-16.? If this was driving then she would drive approximately 47,miles per year.? Our highest mileage tier is 30,and we explain that our program does not work for everyone if they do a lot of driving.? The contract states that excess miles are charged at .20/mile.? Ms [redacted] paid $for the excess miles driven.Ms [redacted] has brought the vehicle in two or three times stating there was a loud noise on right front tire.? My service manager and service technicians? test drove the vehicle with the customer and could not? recreate the noise.? My Service Mgr offered to drive vehicle for a day and try to hear the noise and Ms [redacted] declined this offer.? On 8-30-we received a call from Ms [redacted] stating the car was overheated.? ? Rent To Own Auto Centers had the vehicle? towed? to our shop.? See attachment for the result of the diagnostic test that was performed.Due to the diagnostic results, Ms [redacted] was negligent with the vehicle and Rent To Own Auto Centers has taken the car back therefore voiding her contract.? No refunds will be given.?

Mr [redacted] selected a vehicle to rent on June 15, 2017.? Our contract specifically that refunds will not be made.? The incident occurred on a Friday and as soon as we were made aware of the issue we had the vehicle towed to our service department.? We immediately cleared our shop so that we could get this vehicle in to determine the issue.? We? ordered? the part and as soon as? the part? was delivered we installed it and contacted Mr [redacted] that the repair work was completed.? Rent To Own Auto Centers paid for the repair, parts and tow bill.Mr [redacted] included his insurance premium in his payment.? Rent To Own Auto Centers will not be issuing any refunds.?

Rent To Own requires that all members of the household be listed on our customer's insurance policies and valid insurance in is place at all times.. Ms [redacted] told us that her son was driving the vehicle and he was not listed on her policy. Rent To Own Auto Centers has zero tolerance for non-insurance. When the vehicle was recovered, we ran the miles on the vehicle and Ms [redacted] owes $for excess miles. There is also a expired meter ticket due in the amount of $and a repossession fee of $195.00. Since Ms [redacted] owes Rent to Own Auto Centers $616.03, there will not be any refund made to her. I have attached a copy of the monies owed for your reference.

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Contact Name and Title: [redacted] Acct Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@rtoautocenters.com Mr [redacted] brought the vehicle in and our service department drove the vehicle two times. Our Service Manager and Mr [redacted] took... the vehicle for a test drive together. They were able to get to 70mph with no shaking. The second time was with a service tech and they did notice a slight vibration and were going to balance the tires. Unfortunately, Mr. [redacted] became agressive towards our security staff and was escorted from the premises. In May the tie rods were inspected and were in good shape. Rent To Own does offer a three year or 50,000 warranty on three items 1) engine, 2)transmission and 3)drive train. If Mr. [redacted] would like to return his car and get another vehicle he would have to sign a new contract and pay the new origination fee and bi-weekly payment. Unfortunately, we do not give refunds.

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Contact Name and Title: [redacted] Acct Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@rtoautocenters.com Mr [redacted] brought the vehicle in and our service department drove the vehicle two times Our Service Manager and Mr [redacted] took the vehicle for a test drive together They were able to get to 70mph with no shaking The second time was with a service tech and they did notice a slight vibration and were going to balance the tires Unfortunately, Mr [redacted] became agressive towards our security staff and was escorted from the premises In May the tie rods were inspected and were in good shape Rent To Own does offer a three year or 50,warranty on three items 1) engine, 2)transmission and 3)drive train If Mr [redacted] would like to return his car and get another vehicle he would have to sign a new contract and pay the new origination fee and bi-weekly payment Unfortunately, we do not give refunds

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** rented a vehicle from usEach one of our vehicles has a GPS unit and this is disclosed to the cutomer when delivering
the vehicle and signing the contractThe unit is tested to be sure the signal is reaching the unitWe had tried to contact Ms *** several time to alert her that there may be something wrong the GPSMs *** came into our location and we did an oil change and inspected the GPS unitIt was discovered that the tie wire holding the GPS was pulled and the power source and antenna was disconnectedTampering with the unit is prohibited and Rent To Own as the right to repossess the vehicle if the GPS units have been tampered with or disconnectedThere will be no refund to Ms***

Ms*** entered into a contract on 6-1-with Rent To Own Auto Centers. Ms*** has never been into our dealership since that date. She has had a man whom she tells us is her husband bring her vehicle in for oil changes or make payments, unfortunately he is not on our
contract. The information in the original complaint is not accurate. If there was an issue with the vehicle, Ms*** had the responsibility to bring the vehicle into our dealership in a timely manner so that we could address it. Any repairs outside of our engine warranty would be the responsibility of Ms***

Initial Business Response /* (1000, 5, 2016/02/13) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** did enter into a rental agreement with Rent To Own Auto CentersOur rental agreement clearly states that the payments are
due bi-weeklyEach customer is provided a list of insurance companies that are non-acceptable in our program*** is a company on the list and will not write policies for vehicles in our programThere are several companies that our customers can use including our own insuranceWe never tell a customer that they must use a certain companyMs *** elected to secure auto insurance with Acceptance Ins and is reponsible to make her payments to AcceptanceIf a customer's insurance lapses for any reason their vehicle is disabled until we receive a current proof of insuranceWe do offer a give (5) day grace period with no penaltyThe customer initials that they understand that if payment is not paid on day six (6) the vehicle will be disabled until the full payment and the $late fee is receivedWe do not keep credit card information on file, our customers call in their payments and if the credit card transaction processes without denial the payment is posted to our customers accountOur customers can return their vehicle at any time and their bi-weekly payments stop

Rent To Own requires that all members of the household be listed on our customer's insurance policies and valid insurance in is place at all times.. Ms*** *** told us that her son was driving the vehicle and he was not listed on her policy. Rent To Own Auto Centers has zero
tolerance for non-insurance. When the vehicle was recovered, we ran the miles on the vehicle and Ms*** *** owes $for excess miles. There is also a expired meter ticket due in the amount of $and a repossession fee of $195.00. Since Ms*** *** owes Rent to Own Auto Centers $616.03, there will not be any refund made to her. I have attached a copy of the monies owed for your reference.

Tell us why here...Mr*** visited our Arnold location and our auto rental program was explained to him. Our program is a month rental program with payments and if all payments are made the title is given to the rental customer. Our payments are bi-weekly and there is a
non-refundable origination fee associated with each vehicle. He selected a Tundra that had a $origination fee and a bi-weekly payment of $270.00. Our customers have an option to add RTO Insurance liability and comp/collision insurance into his contract. Mr*** chose to add his insurance to his contract and this brought his bi-weekly payment to $364.46. When taking our insurance there is a one-time binding fee of $101.30. Prior to signing our rental agreement, Mr, *** was presented a written order with all information regarding his payments and it is noted that the Binding fee and Origination fee are "non-refundable." The total amount due from Mr *** at contract was $1,- he paid $and signed a promissory note in the amount of $which is due on 7-27-16.Mr*** had to sign accepting the insurance and the amounts prior to the rental agreement being generated. Our rental agreement is generated and reviewed with Mr*** - Mr *** was asked to initial various parts of the rental agreement and sign all paperwork.Our customers are given several opportunities to ask questions if they have any with regard to the documents signed or our program. The documents signed are correct and unfortunately there will be no refunds. Each customer is given a payment schedule for the full term. Our program allows a five (5) day grace period and on day six (6) the vehicle would be disabled until the full payment and the $late fee is paid in full. Once again this is all documented in the paperwork given to our customers. Mr*** can return the vehicle at any time and his obligation to make future payments cease

Initial Business Response /* (1000, 5, 2016/02/02) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** entered into a contract to rent to own a vehicle with usPer the contract, the customer agrees to make bi-weekly payments
A five (5) day grace period is allowed without penaltyOn day sic (6) there is a $late fee and the vehicle is disabled until the full payment and the late fee is paidUnfortunately, we try to work with our customers but the only formal and binding agreement is our signed contractOur Office Manager was able to work with our corporate office on several occasions with regard to Ms *** but it the issues kept repeating themselvesIt was a corporate decision to recover the vehicle and unfortunately they will not hold a car for a customer to re-affirm for more tha - daysOnce a vehicle is returned to our inventory, if the customer chooses to come back into our program they would have to sign a new contract and pay all monies due on the prior contractMs *** also had a repair bill approximately $8xxfrom July, that is still outstandingMs*** kept making promises to pay but never did pay the billOnce again the only formal agreement is the contract and it clearly states that Rent To Own Auto Centers can recover the vehicle due to non-payment

*** *** completed paperwork disclosing members in the household over the age of 14. One of the individuals listed did have an expired driver license and it was noted and *** *** was made aware that this person is not an authorized driver and could not drive the vehicle under any
circumstances as they were not rated on the insurance policy. Once the drivers license was renewed, *** *** would be able to come in and we would re-contract adding this individual to the policy or obtain insurance with an acceptable carrier. *** *** did not follow through and let this unauthorized person drive the vehicle to our location to pick up the license plates. Allowing a unauthorized driver to a Rent To Own Vehicle is a breach of our contract. *** was handling this issue with *** *** and all communication should have been directed to ***. Unfortunately *** did not have all the background on the issues with *** *** when she called him with questions. Rent To Own Auto Centers will not be refunding any monies as our program was reviewed at least two times with *** ***. *** ***'s failure to comply when given options to add the individual to our policy or obtain insurance with another carrier resulted in retrieving our vehicle*** *** would be able to reaffirm within the next week and re-contract with no penalty as long as the proper insurance is in place

Initial Business Response /* (1000, 5, 2016/02/13) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** did enter into a rental agreement with Rent To Own Auto Centers Our rental agreement clearly states that the payments are
due bi-weekly Each customer is provided a list of insurance companies that are non-acceptable in our program *** is a company on the list and will not write policies for vehicles in our program There are several companies that our customers can use including our own insurance We never tell a customer that they must use a certain company Ms *** elected to secure auto insurance with Acceptance Ins and is reponsible to make her payments to Acceptance If a customer's insurance lapses for any reason their vehicle is disabled until we receive a current proof of insurance We do offer a give (5) day grace period with no penalty The customer initials that they understand that if payment is not paid on day six (6) the vehicle will be disabled until the full payment and the $late fee is receivedWe do not keep credit card information on file, our customers call in their payments and if the credit card transaction processes without denial the payment is posted to our customers account Our customers can return their vehicle at any time and their bi-weekly payments stop

Ms*** entered into a contract on 6-1-with Rent To Own Auto Centers. Ms*** has never been into our dealership since that date. She has had a man whom she tells us is her husband bring her vehicle in for oil changes or make payments, unfortunately he is not on our
contract. The information in the original complaint is not accurate. If there was an issue with the vehicle, Ms*** had the responsibility to bring the vehicle into our dealership in a timely manner so that we could address it. Any repairs outside of our engine warranty would be the responsibility of Ms***

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** rented a vehicle from us Each one of our vehicles has a GPS unit and this is disclosed to the cutomer when delivering
the vehicle and signing the contractThe unit is tested to be sure the signal is reaching the unitWe had tried to contact Ms *** several time to alert her that there may be something wrong the GPS Ms *** came into our location and we did an oil change and inspected the GPS unit It was discovered that the tie wire holding the GPS was pulled and the power source and antenna was disconnected Tampering with the unit is prohibited and Rent To Own as the right to repossess the vehicle if the GPS units have been tampered with or disconnected There will be no refund to Ms***