Complaint Review: Rent a Center - kearns Utah

I would like to start by saying that RAC, as well as most other lease to own companies, use a point of sale system called Hightouch. When the employees go to the call list for the day, it will only pull up the names of anyone who is late or due that day. That being said, you must have a different idea of when you are due than they do.

You should start by looking at the original paperwork and documentation that you signed at the time of the original transaction. This should have the different types of payment schedules that they offer. You state that they have you set up on bi monthly payments, which would mean every 2 months. This is not a payment option with RAC. Biweekly would mean every 2 weeks (every other Friday; every other Saturday) and semi-monthly would mean twice every month (1st & 15th; 10th & 25th). I assume that you are referring to one of these options. They would have set you up according to how you get paid.

As a former manager at Rac, and current manager for a competitor, we always attempt to contact our customers through phone calls. RAC is in the business of making money, and it is not cost effective to waste payroll dollars, as well as gas and other vehicle maintenance, to collect on an account that isn't due yet. If you figure the overall amount of depreciation that these practices would bring, it would not be profitable to operate a rent to own store.

The only reason that it would be necessary to leave the store to contact a customer, is if the customer no longer has a working phone number, or is several days late and is ignoring messages (usually at least 1week). It is obvious to me that Hightouch shows that you are not due on the days that you think you are. As a failsafe for the customers, the next due date is printed on all payment receipts to allow the customer to take care of any due date concerns. You need to look at the receipt from your last payment to see if the next due date matches the day that you are supposed to be due.

RAC isn't perfect and at some times is far from it. One thing that I do know about my former employer is that they have no problem trying to "fix" any problems as soon as they are brought up. If you brought this to the GM's attention at the beginning, I can assure that they would have given an extension on the account for the couple of days that you needed to ensure on time payments in the future. Stores are held accountable to keeping accounts current, and they do not enjoy making hundreds of collections calls every day. This is why they would love to set your account up on the easiest day for you to pay and never have to call you again. That's the goal from the beginning.

As far as not letting them in to get their merchandise, you did sign in the rental agreement that you would not hold the items if they came to pick them up. It sounds like you are hiding from them and not answering their calls until you decide that you should be due. Otherwise, you would have mentioned speaking with them when they came to your house, instead of saying that you didn't answer the door. If I knew that I was right, I would have no problem confronting them about it, and would be able to post in my complaint what their DM, RM, DVP, and maybe CEO told me about what they were willing to do to fix it. Anyone with a lick of common sense will see right through this complaint. It just sounds fishy...

With your stellar record of paying your bills on time, you should have no problem getting a bank loan to pay them off and finance anything you want.  Since the "blew up" your phone, perhaps you should tell us what the investigation revealed as to the nature of the explosive contained inside the phone.  Others may want to know so the authorities can bring the bomb squad.