Rent to Own Auto Centers LP

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: *** *** Acct Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** *** leased a vehicle from our company on 4-13-Our program is very clear and the customer signs a contract,
as well as addendums with regard to our programOur payments are bi-weekly and each customer is given a payment scheduleWe offer a five (5) day grace period with not penalty; however, on day the vehicle is disabled until the full payment and $late fee is receivedEach of our vehicles is equipped with a GPS unit and all customers are made aware of this by signing the GPS agreementApparently, the GPS unit on this vehicle was not working so we asked the customer to bring the vehicle in to check the unitAt the time the car was picked up Ms*** did owe two payments and a late fee$ totaling $Our contract also states that we can repossess the car for non-payment
Our origination fees/down payment are not refundable per our contract

Complaint: ***
I am rejecting this response because: The person listed did have a renewal for the licenseAn employee by the name of *** was the person I spoke with who told me something different than what the manager *** had told meWhat I was told was that I was to be reinsured by April & to pay my first payment by March 19thWhen I brought them aware of this situation which was a week before my payment was due the salesman confirmed that what he told me was April When I made my payment of $my car was shut off couple of hours after thatThe company then stoped answering phone callsThe general manager thought that everything was a laughing matter and didn’t want to touch base with the fact that their employee was at fault for thisThey also towed my vehicle without contacting me of the matter with al of my belongings insideWho’s to say that I wasn’t in the process of getting new insurance, they didn’t contact me after me asking for help finding insurance that they accept with them having more then they that don’t accept*** was also willing to make them aware that he was the person who told me this and the manager told him to have no further contact with me
Sincerely,
*** ***

Ms *** has accepted final settlement of the contract that she signed on 8-1-16. I have attached a copy for your reference

Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Ms *** arrived in our ST Charles location at 8:45am Our tech looked at the car and had to figure out why the unit was dead Once
they found the issue the unit was replaced and a new unit installed Unfortunatley, it took longer than miuntes but this is out of our control When any of our vehicles are brought in we inspect the car and calculate miles It was discovered that she was over in her alloted miles and her full payment was days late We allow a day grace period and she was well over this timeframe When issues were discussed with her she did not listen and kept insisting that we inconvenienced her Typically, until full payment is received the vehicle would be disabled until we receive full payment The manager authorized to let her leave with the understanding she would make the balance of her payment by noon Ms*** was addressed in a professional manner She 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 causing Unfortunately, we do not issue credits due to service taking longer that estimated

Ms*** came into Rent To Own Auto Centers on April 8, and entered into a rental agreement. At the time of contract Ms*** paid a total of $1,($for the origination fee and her first bi-weekly payment of $250. As of today, the vehicle has been disabled three
(3) times for late payment and approximately three (3) times for insurance issues. Our program is explained to our customers in detail prior to getting into our program and they are provided documentation that they have to initial and sign in writing. We offer a five (5) day grace period and on day six (6) the vehicle is disabled until the full payment and late fee is paid. Our Contract Disclosure details (item #3) details the late payment policy which is explained and initialed by each customer prior to signing the contract. It is reviewed again when the contract documentation is signed. Our late fee is $10.00. Insurance is required at all times with an acceptable carrier. Ms*** has changed insurance carriers three times since April 8, and in one case Rent To Own was not notified of the change. On July 7, Safe Auto notified us that the insurance had lapsed. Since Rent To Own is the owner of the vehicle we are notified on insurance issues. Safe Auto had called is back and communicated they had made an error and on a three way call between Safe Auto, Rent To Own Auto and Ms***. Our customers are responsible to make payments in a timely manner with a debit/credit card, cash or money order. At the time of contract each customer is given a payment schedule detailing all payment due dates and amount. If a debit/credit card is declined it is their responsibility to correct and issues and call within our posted business hours to have payment processed. Rent To Own Auto Centers does not have any authority to correct debit/credit card issues on behalf of a customers account.Rent To Own Auto Centers did not refuse to accept payment from Ms***'s brother. We invite Ms *** to come into our location and we would be happy answer any questions or clear up any confusion on our program.

Ms*** 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*** 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 *** 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*** paid $for the excess miles driven.Ms*** 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*** declined this offer.? On 8-30-we received a call from Ms*** 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*** 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.?

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: *** *** Acct Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rtoautocenters.com
Mr *** brought the vehicle in and our service department drove the vehicle two times Our Service Manager and Mr *** 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*** 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*** 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

Mr*** 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*** that the repair work was completed.? Rent To Own Auto Centers paid for the repair, parts and tow bill.Mr*** included his insurance premium in his payment.? Rent To Own Auto Centers will not be issuing any refunds.?

The vehicle Ms*** is renting was wrecked on August 21, 2016.? Ms*** 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.?

Complaint: ***
I am rejecting this response because: The person listed did have a renewal for the licenseAn employee by the name of *** was the person I spoke with who told me something different than what the manager *** had told meWhat I was told was that I was to be reinsured by April & to pay my first payment by March 19thWhen I brought them aware of this situation which was a week before my payment was due the salesman confirmed that what he told me was April When I made my payment of $my car was shut off couple of hours after thatThe company then stoped answering phone callsThe general manager thought that everything was a laughing matter and didn’t want to touch base with the fact that their employee was at fault for thisThey also towed my vehicle without contacting me of the matter with al of my belongings insideWho’s to say that I wasn’t in the process of getting new insurance, they didn’t contact me after me asking for help finding insurance that they accept with them having more then they that don’t accept*** was also willing to make them aware that he was the person who told me this and the manager told him to have no further contact with me
Sincerely,
*** ***

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 us Per the contract, the customer agrees to make bi-weekly payments
A five (5) day grace period is allowed without penalty On day sic (6) there is a $late fee and the vehicle is disabled until the full payment and the late fee is paid Unfortunately, we try to work with our customers but the only formal and binding agreement is our signed contract Our Office Manager was able to work with our corporate office on several occasions with regard to Ms *** but it the issues kept repeating themselves It 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 - days Once 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 contract Ms *** also had a repair bill approximately $8xxfrom July, that is still outstanding Ms*** kept making promises to pay but never did pay the bill Once 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

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.?

The vehicle Ms. [redacted] is renting was wrecked on August 21, 2016.  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] entered into a rental contract on 8-11-16.  A three year or 50,000 warranty on the engine, transmission and drive train is included in our program.  Ms. [redacted] upgraded her mileage program to 25,000 per year or 2,083 per month.  Our standard mileage program is 20,000 per...

year.  We suggest that our customers come in after 30 days and we will run their miles to be sure they are in the proper mileage tier.  When Ms [redacted] came in on 8-26-16 she had driven 2,396 miles from 8-11-16 - 08-26-16.  If this was normal driving then she would drive approximately 47,920 miles per year.  Our highest mileage tier is 30,000 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 $206.30 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 8-30-16 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.

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: [redacted] Acct Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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.

Ms. [redacted] came into Rent To Own Auto Centers on April 8, 2016 and entered into a rental agreement.  At the time of contract Ms. [redacted] paid a total of $1,100.00 ($850 for the origination fee and her first bi-weekly payment of $250.  As of today, the vehicle has been disabled three...

(3) times for late payment and approximately three (3) times for insurance issues.  Our program is explained to our customers in detail prior to getting into our program and they are provided documentation that they have to initial and sign in writing.  We offer a five (5) day grace period and on day six (6) the vehicle is disabled until the full payment and late fee is paid.  Our Contract Disclosure details (item #3) details the late payment policy which is explained and initialed by each customer prior to signing the contract.  It is reviewed again when the contract documentation is signed.  Our late fee is $10.00.  Insurance is required at all times with an acceptable carrier.  Ms. [redacted] has changed insurance carriers three times since April 8, 2016 and in one case Rent To Own was not notified of the change.  On July 7, 2016 Safe Auto notified us that the insurance had lapsed.  Since Rent To Own is the owner of the vehicle we are notified on insurance issues.  Safe Auto had called is back and communicated they had made an error and on a three way call between Safe Auto, Rent To Own Auto and Ms. [redacted].  Our customers are responsible to make payments in a timely manner with a debit/credit card, cash or money order.  At the time of contract each customer is given a payment schedule detailing all payment due dates and amount.  If a debit/credit card is declined it is their responsibility to correct and issues and call within our posted business hours to have payment processed.  Rent To Own Auto Centers does not have any authority to correct debit/credit card issues on behalf of a customers account.Rent To Own Auto Centers did not refuse to accept payment from Ms. [redacted]'s brother.  We invite Ms [redacted] to come into our location and we would be happy answer any questions or clear up any confusion on our program.

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 $391.03 for excess miles.  There is also a expired meter ticket due in the amount of $30.00 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.

Ms [redacted] has accepted final settlement of the contract that she signed on 8-1-16.  I have attached a copy for your reference.

[redacted] 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 [redacted] 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, [redacted] would be able to come in and we would re-contract adding this individual to the policy or obtain insurance with an acceptable carrier.  [redacted] 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.  [redacted] was handling this issue with [redacted] and all communication should have been directed to [redacted].  Unfortunately [redacted] did not have all the background on the issues with [redacted] 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 [redacted].  [redacted]'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. [redacted] would be able to reaffirm within the next week and re-contract with no penalty as long as the proper insurance is in place.