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RTO National complaints

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PO Box 61772
New Orleans, LA 70161 | Get Directions

(877) 577-2034

http://www.rtonational.com

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against RTO National closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
1 Agreed to make an adjustment
0 Refusing to make an adjustment
0 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against RTO National

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11/22/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

10/13/2021

I was put in a HVAC unit in my residence. By a very popular air conditioner company. The issue is that RTO national covered the expense. The problem is that I don't have any agreement paperwork and no knowledge about the agreement or the total amount that I owe. I asked them for a copy of the agreement and they give me the round around the agreement. Apparently I had a conversation with the manager but she is not giving me her full name. I asked her to mail me the paperwork and the manager denied to send me any information about my loan. The manager name according to her is Ana. She didn't want to give me her last name. They don't issue no mail or any kind of information. They want me to pay on a monthly payment. I missed a payment and they said that they are going to repossessed my unit. Further More when I was leaving to work I found a letter on the ground with no sender only my name on it saying that I needed to pay RTO. No signature just a type letter. This give me the creeps. I saw their reviews and they said that it's a scam. Please help. Resolution Sought To give me information about my loan and the company. Because I don't feel comfortable.

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Company Response

11/10/2021

Company states; We are in receipt of Ms. Hernandez's complaint related to the HVAC system leased through our company. Ms. Hernandez claims that she does not have any "agreement paperwork or knowledge of the agreement or total amount" that she owes. Further, she alleges that she requested a copy of the agreement and that she received the runaround, including a refusal to mail her a copy of the agreement. Finally, she alleges that she received a letter without a sender's name or signature. RTO National, LLC values its customers and strives to always provide professional services that exceed our customers' expectations. We have investigated Ms. Hernandez's concerns contained within her complaint. The results of our investigation are as follows. Ms. Hernandez entered into a Lease Purchase Agreement with RTO National, LLC on June 15, 2021 ("Agreement") for delivery and use of a HVAC system with monthly lease payments in the amount of $320.02. Ms. Hernandez was given a copy of the agreement at that time. Subsequently, Ms. Hernandez fell behind on her payments and after her phone number was disconnected and we were unable to speak with her, we sent a third-party vendor to her residence to do a site visit to review the condition of the HVAC system and in an attempt to reestablish communication with Ms. Hernandez to work out a plan for her to retain her unit. When the third party representative was unable to speak with Ms. Hernandez regarding the HVAC system, he left a sealed letter to request she contact us regarding her intentions and whether she would like to retain the HVAC unit. Due to regulatory and privacy concerns, the envelope did not contain a return company name. Ms. Hernandez was given a copy of the lease purchase agreement at the time she entered into it. Also, our representative emailed her a copy of the agreement and placed another copy of the agreement in the mail on October 14, 2021 at Ms. Hernandez' request. Because our representatives work from home on a rotating basis there was a delay in the ability to mail the agreement so our represented requested to email the agreement since it is more convenient faster way to get her a copy given the delays with the US Postal Service. Finally, our employees are trained that they do not have to provide their last names for security reasons. That said, we have provided our employee with additional training related to how to handle this request in the future in an effort to provide the best customer service. Since the filing of this complaint, we have been in direct contact with Ms. Hernandez and believe we have satisfied her concerns. Sincerely, RTO National, LLC

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