Common Call Center Questions/Answers

 

Question: Why does it say my payout is more than price I paid for?

Answer: This is for the full-term price if you were to pay each week of your term.

 

Question: What is the return policy for tires I have never installed?

Answer: Contact Tire Agent and request tires to be sent back. Tire Agent will send return labels and customer would be responsible to pay for the return.  Once return has been confirmed with no issues to the product, account will be de-activated.

 

Question: I can’t log into my account. I tried resetting my password.

Answer: Try restarting phone or computer. Agent can create a temporary password for customer.

 

Question: I’m stuck at the DocuSign process, what do I do?

Answer: Common problem is the type of credit card the customer is using.  Debit linked to a bank account is the only card accepted during the application process.  Can be changed once application has been fully funded.

 

Question: How do I set up my account to bi-weekly, semi-monthly or monthly?

Answer: For now, that can only be done by us, how would you like us to set up your account going forward?

 

Question: Can I pay with a check or money order?

Answer: Right now, only a credit/card can be accepted with Own.Lease.  Your account will automatically be setup with auto-pay base on how your account is set up whether weekly, bi-weekly, semi-monthly or monthly.

 

Question: Why is my card being declined?

Answer: In most cases, your bank is blocking us as it’s not recognizing our new business.  Please call your bank and let them know that this will be a reoccurring transaction and remove the block.

 

Question: I picked Monthly/Biweekly option, why are you charging me twice?

Answer: All accounts are set for weekly payments when set up. We can assist with changing your cycle due if needed.

 

Question: Why does my account balance higher than the purchase when I log in to pay or get emails?

Answer: Those forms only show full buy out.  These are all payments for full term. They would refer to lease agreement or ask us for details. The system unfortunately can’t display this information. Doe’s not display Early buyout or 101-day option. 

 

Question: Where are my tires?

Answer: Tire Agent should have sent you a FedEx tracking number showing your delivery date/time.  If you haven’t received your tracking number, please call Tire Agent at 833-847-3463.

 

Question: How do I login to my account?

Answer: You should’ve received a Welcome Letter (check spam) with instructions on how to set up your account.  If not, go to https:/own.lease/ and login using your password used to open your account. If you’ve forgotten your password, click on the “forgot password”.

 

Question: Can I change my pay cycle online?

Answer: Unfortunately, at this point, no. But this something that we would happy to assist you with.

 

Question: Where do I make my payments online?

Answer: Go to https://own.lease/ and login, then click on “lease to make payment on” and then “make payment”.

 

Question: I filed for bankruptcy.  Or, I’m filing for bankruptcy.

Answer: I understand, is it possible for us to get your lawyer’s information so that we may verify and adjust your account accordingly?

 

Question: My tires have never been delivered.

Answer: You must notify Tire Agent immediately.  Once they confirm that the product hasn’t been delivered, they will notify us for cancellation.

 

Question: I need some tires/rims, what do I need to do?

Answer: You will need to visit TireAgent.com, pick out your product and we’d love your business, so pick Own.Lease to fund your purchase.

 

Question: Tire Agent calls. Do they have an active account? 

Answer: You would need to email charles@own.lease who can assist in your questions.

 

Question: I do not understand why own lease is trying to pull a payment when there is not a payment due yet.  

Answer: Sorry for the inconvenience, most likely your auto-pay didn’t move to the next due date. We can help you with that today.