ComplaintsforRent-A-Center, Inc.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They kept calling me and I had asked to be removed from their list on multiple occasions. This last occasion when I asked him to remove me from the list he said he was unable to and that I have a balanced due, but wasn't able to provide any details. In my view I consider that fraud I would like you to contact them so this won't continue to happen to myself or any others for that matter. I

  Business response

  11/08/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  We have contacted Ms. ****** and appreciate her attention to this matter. As a result of our investigation, we have terminated the account fraudulently created under Ms. ******** name.
  
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.

  Customer response

  11/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am filing this complaint regarding Rent-A-Center's mishandling of my payments and subsequent poor customer service response. The series of events is as follows:1. I recently updated my debit card information for auto-pay purposes. The store processed a payment verification on the new card as expected.2. When I called to confirm this verification, instead of addressing my inquiry, store staff erroneously reversed a different, successful payment from several weeks prior that had been processed on my old debit card.3. This reversal of $201.54 was attempted to be returned to my previous debit card, which had been closed. As a result: - The $201.54 payment is no longer applied to my account - The funds were not successfully returned to me due to the closed card - The payment is effectively missing 4. When I contacted the store about this error, I was treated rudely by the manager, ****, who was defending his employee *****. ***** has a history of making similar errors with customer accounts.5. The store staff dismissed my concerns, stating it was not their responsibility, despite the error being entirely caused by their incorrect reversal of a valid payment.6. I have made three separate attempts to resolve this through Rent-A-Center headquarters: - I have been issued three different support ticket numbers - I was promised return calls on each occasion - I have received no follow-up communication - The issue remains unresolved Resolution Sought:1. Immediate restoration of the $201.54 payment to my account, or 2. Refund of the $201.54 to my current valid payment method 3. Investigation into the pattern of errors by store employee ***** 4. Improvement in customer service response and accountability I have documentation of all payment transactions and support ticket numbers available upon request. This situation has caused significant inconvenience and financial strain, and I seek immediate resolution.

  Business response

  11/07/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.  
  
  We have contacted Mr. ******** and reached a resolution to the matter. Should any issues still remain, we request Mr. ******** to contact the store directly for assistance.
  
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.

  Customer response

  11/07/2024

  I am rejecting this response because:   They contacted me BEFORE this compliant and in fact this situation is not handled.  I am still missing 201.54.  This is unacceptable and very much inline with the responses I've been getting.   They have not made this right at all. 

  Business response

  11/12/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  We have contacted Mr. ******** and request him to contact the store directly should he have further issues.
  
  Respectfully, 
  
  Rent-A-Center, Inc. 

  Customer response

  11/12/2024

  I have reviewed the business response and accept this resolution. Its still not track able , the manager just made manual adjustments to the pay off amount.  But its acceptable 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************************************************* is the location I have been dealing with.I have had two issues with the location and specifically ****** "Bobbie" (the younger of the two *******) and I have been lied to more than once. In the first situation I bought a couch and he claimed it was brand new, but it was for sure used due to food being in the cup holders. More over, during that time there was a scratch on my wall as a result of them moving the furniture. The current issue, which is more pressing, I bought a bedroom suite online that I was looking for it brand new, and I made that very explicit that I needed it brand new. I had to put down 10 dollars but I only had 20 so I had to put it down. When they brought it to my house, the dresser had scratches, warping, the two end tables had scratches. The deliverymen were told it was new, but everything was scratched and damaged. They didn&#**;t have any change so I had to wait until Monday for my extra 10 back, but that part is covered now. I called them and spoke with ****** and told him the situation and he kept saying it was bought "Like new" but I reiterated what I had already made clear: I wanted brand new. He started raising his voice at me repeating "Like new" and not listening to what I was saying. He kept talking so fast and loud, I had to hang the phone up. The district manager was not in town during this time so I have not gotten a chance to speak to them. I had talked with ****** about 4 times and in all those situations he kept raising his voice, blaming the deliverymen. There were wrong furniture pieces, I had to wait Monday for them to come and help set up the mirror. It is worth mentioning that I have not received a contract nor full amount of what the furniture would even cost. He tried to bargain with me on multiple occasions to take off a month or two off, but it does not address the situation. The mattress and box spring is clearly is used and I do not know who was in that bed. I asked for new furniture and was given used. They are saying it could take up to 2 months to get the new furniture, which, is a lot of time.

  Business response

  10/30/2024

  Rent-A-Center has searched our database, and we are unable to locate the Rental-Purchase Agreement (Agreement) referenced in Ms. ************** complaint. Please be advised this does not mean that an Agreement does not exist under another spelling, name, or other classification.  We request Ms. ****** to provide the Agreement number located on the Agreement so we can address the concerns.
  
  Until *** receives the requested information, we are unable to address this Better Business Bureau complaint. We will await further information.
  
  Respectfully,
  Rent-A-Center, Inc.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I requested the refrigerator I asked for a new one . When they first came they claim they couldn't get the refrigerator in the door. They left came back 2/ 3 days later then stated they couldn't take the door off the get the refrigerator through the door. Since this day I've dealt with nothing but problems after problems with this refrigerator. I still til this day can not use it due to the fact it hasn't been properly put to getting. It's so many things wrong with the refrigerator. The pin to help keep the door shut is missing At the bottom.the refrigerator with shelves. I've revisit and called several times spoke with MR ******* The person that help me on the Floor ********* As I call and visit to see what the outcome will be I'm still given broken promises . I'm told they will get the parts from other broken refrigerators. Which was never done, I respectful should be given a new replacement with all the broken promises that have been told. Being put on hold because they dont know what to tell me .I can't open the door . I. **** buy food. This is not healthy they wouldn't have this trash in their home . I need answers . How can you delivery this to someone knowing it doesn't work properly

  Business response

  10/29/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  This Rent-A-Center customer rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, *********************** - Retail Services MD, LP.
  
  As a courtesy, RAC has sent a copy of the BBB complaint to the franchisee.
  
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  Rent-A-Center, Inc.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently gotten a television from Rent-A-Center. Ive been paying my weekly payments on time. However, the auto pay option seems to either not work or not even be allowed to be set up because of that theres a charge on my account that I have made the store aware I have no intention of paying because it was not my fault that it happened. Ive been told by numerous people that were gonna fix it. Were gonna get our tech-support to fix it. Youll hear from us And it has been almost 2 months since that happened. I am filing this complaint now, hoping that someone higher than the store will contact me and resolve the issue again I do not wanna speak with anyone inside the Lynchburg store about the issue because Ive given them multiple chances to fix it

  Business response

  10/30/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  We have contacted Mr. ****** and reached a resolution to the matter.  
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  Rent-A-Center, Inc.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint with the Better Business Bureau due to persistent harassment and aggressive collection tactics by Rent-A-Center. Despite multiple requests for privacy, Rent-A-Center representatives have continued contacting my wifewho is not on the accountand have made unannounced visits to our home, disregarding our requests and causing significant stress and disruption.This issue began in May 2024, following a minor delay in payment. Rent-A-Center representatives contacted my wife directly and arrived at our home without notice, banging on doors and windows loudly, drawing neighbors' attention and creating an intimidating atmosphere. I contacted Rent-A-Center immediately to set up a structured payment plan and requested all communication be limited to me as the account holder. Despite my efforts, my wife continued to experience unannounced contacts and was frequently disturbed by these ********* response to this ongoing harassment, my wife filed two formal complaints with Rent-A-Centers customer service, documented under Report #******* in May and Report #****** in October 2024, explaining the situation and asking Rent-A-Center to respect our agreement to contact only me. Unfortunately, these complaints were ignored, and aggressive collection tactics continued.I then escalated our concerns to the store manager, ******, who dismissed our privacy requests and stated that home visits would continue as long as we held Rent-A-Center merchandise. Reggies response displayed a complete disregard for our payment plan and our ********** a fair resolution, I request dismissal of our remaining debt as compensation for the distress caused, positive credit reporting with no negative impact, and a permanent end to all contact with my wife. I am asking the BBB to intervene and hold Rent-A-Center accountable for its practices, ensuring respectful treatment of **************** accountable and ensuring respectful treatment that upholds consumer rights.

  Business response

  10/29/2024

  Mr. ******* entered into a written contract in the form of a Rental-Purchase Agreement that contained all disclosures mandated by applicable state law.
  
  Rent-A-Center denies any allegations of harassing Mr. ******** Nonetheless, per their request, we have placed a do-not-contact order on Mr. ********* account. *********************** note, we are still permitted to contact Mr. ******* for purposes of scheduling pick up of our property. As such, we consider this complaint closed.

  
  Respectfully,
  
  Rent-A-Center, Inc.

• Initial Complaint

  10/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was going to purchase a couch through Rent-A-Center. I placed the order and then I was contacted and told that I needed to pay X amount of dollars in order to set up my delivery date. I was confused because my payment wasnt due yet so why do I owe this money, I was contacted by the district manager and he told me that the fee was a special order fee and I was never told that there was a special order fee. At the end of our conversation, he told me that I was going to get a $200 discount that would apply to the end of my contract so when I paid my contract down to $200 that final $200 would be waived. Wouldnt you know it that I just got down to where I can have $200 left, And I called and they tell me that they cannot honor that, and whoever that was is no longer the district manager, and he never notated my account. The new district manager also said they dont have a special order fee so apparently I miss heard or was told the wrong words by the previous district manager. I think he knew what he was saying, and the new district manager is full of it. At the end of the day, I was scammed into ordering the couch when I wasnt planning on it until he had offered the $200 discount. Such a deceitful company. Now Im out $200 that I was told would be waved off at the end of my contract.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today, October 24, 2024, I received a promotional flyer in my mailbox, I assumed it did not belong there and I was correct. I checked the name, and it is for my neighbor, but it has my address listed. I would like my address removed from the file, considering I have lived here for almost 8 years. The correct address for ***** ****, my neighbor, is 428, not 438. Simple typo, I assume and hope this can be rectified. Either way, I would very much appreciate an email explaining why it is or is not possible. If it is not possible to change her address on file, please do NOT send anything else to my home. Thank you and have a wonderful day.

  Business response

  10/25/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.  
  
  Per Ms. ******** request, we have updated our records and removed her current address from our customer's ********************** account. *********************** note, their address was placed as the primary residence for our property. As we have accommodated Ms. ******** request, we consider this complaint closed. We appreciate her attention to this matter.
  
  Respectfully,
  
  Rent-A-Center, Inc.

  Customer response

  10/25/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 12th I completed a transaction with rent-a-center for a couch. During the process of me purchasing, I was working with a *** via text message. Her name was ******* and she helped me through the process. At the point when it was time to pay, she said I would be charged $34.72. After this was complete, I was charged $25.00 and $37.86. I was then requested to call the store by ******* to confirm, I did and was told I was needing to pay again, I was then charged $86.81. The day came when the merchandise was to be delivered but had to be returned and the order cancelled due to issue with delivery. I was told I would receive refunds for my payments within the business refund timeframe. After checking my payment history on this merchant site, the $86.81 payment was not present. After speaking with ***** at rent-a-center, this store has no accounting of the charge that was taken from my account. And also is stating the $37 was refunded but there is no sign of that with my bank! Ive reached out to my bank to request documentation of the charge and to ensure this can be disputed. This place is a Pulaski scam and should be reported to the attorney general immediately after I get all of my refunds. I could really use your assistance.

  Business response

  10/30/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  We have contacted Mr. **** and reached a resolution to the matter. Furthermore, we confirm that Mr. **** received the refund on Tuesday, October 29, 2023.
  
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  Rent-A-Center, Inc.

  Customer response

  10/31/2024

  I have reviewed the business response and accept this resolution. The business initiated a resolve and saved a customer! 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was approved of X amount and after signing agreement and contacting the store, I was told my credit and history payment with the company was going to push me to apply to a sister company for further approval. Stated that my past history in payments is what was keeping me from finishing the payment today. BUT not anywhere when I was filling out all of the information they require, it did not say anything about not making requirements or not being approved. This is false advertisement and making customers jump through hoops they shouldnt. It has been well over 4+ years since I have rented anything from rent a center and this is the exact reason why. Poor customer service, care and support. It is not on the customer to have a fully functioning and CORRECT system/website so that people can obtain items that they may need and have no other way than to make payments

  Business response

  10/23/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  This Rent-A-Center customer rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, *****************
  
  As a courtesy, RAC has sent a copy of the BBB complaint to the franchisee.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  Rent-A-Center, Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩