ComplaintsforRent-A-Center, Inc.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a big screen TV stolen by a friend of my son's and the police recovered it but when we turned it on the screen had been damaged and there was no picture evidently damaged during the theft as it was working fine before that. I sent copies of the police report to the manager of the Pageland, SC Rent A Center and she forwarded them to the management of Rent a Center who denied the waiver saying because there was no break in. It doesn't matter if the person broke in or not he didn't have permission to walk out of my house with my television and it is not my fault it was broken so I should NOT be held responsible for paying the remainder of this rental.

  Business response

  11/14/2024

  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, *** 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.

  Customer response

  11/14/2024

  I am rejecting this response because:   It offers no resolution to my complaint.

  Business response

  11/14/2024

  This is Rent-A-Center's second response to Mr. ******** complaint. After a review of the rejection, it does not appear that a response to Mr. ******** dissatisfied response is required. As previously stated, we kindly request Mr. ****** to direct any further communications to the franchisee, ***********************.  All matters have been addressed, and we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.

  Customer response

  11/14/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  11/14/2024

  What is the address for *********************** that Rent A Center responded with for me to continue the complaint?

• 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

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rent-A-Center intentionally lowered the amount on my account compared to what it was in ********. They also provided me with a store credit, but now theyre claiming I cant use the credit because the current account balance isnt sufficient. Furthermore, they continue to harass me by sending newsletters in the mail, even though they know I cannot purchase any merchandise from them. Their actions are both provocative and deceitful, and their professionalism was lacking during the delivery process and my visit to the store.

  Business response

  11/05/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.
  
  Mr. ****** applied for our services, however, unfortunately did not receive a final approval due to previous contractual obligations he was unable to comply with.
  
  Furthermore, Rent-A-Center denies any allegations of harassing Mr. ****** Nonetheless, per their request, we have placed a do-not-contact order on Ms. ****** account. *********************** note, we are still permitted to contact Mr. ****** for the purpose of scheduling pick up of our property.
  
  Given the facts as stated, we consider this matter closed.  
  
  Respectfully,  
  
  Rent-A-Center

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The manager at rent a center in *************************** is forging and filing out paperwork for her customers and putting there names down plus giving them huge cuts on there products. Um one of the customers is ****** **** and ****** ******. They are at **********************************************************. I was giving money to them 250 every 2 weeks.

  Business response

  11/05/2024

  Rent-A-Center has searched our database, and we are unable to locate the Rental-Purchase Agreement (Agreement) referenced in the 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

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented a couch and loveseat set from them . The first one they delivered dirty and broken when brought to the attention of store/management. They agreed to swap set for another electric reclining set. They delivered another set which was not electric reclining only had LED lights as electric which loveseat is also broken metal bars are bent on one side. When making payments to store my daughter was then cursed at by manager when addressing multiple issues. They also charged me more for the couch which was not the what was originally agreed about. They also have banged multiple time on my glass windows of my home which they have been told about multiple times . Screaming outside my home like wild animals to where my neighbors are calling my housing department and I am being told I'm a nuisance and may possibly be getting evicted from my home. They have also gone to my daughter's coworkers car while at work harassment. Which is not ok and when brought to the store management attention they say if I don't like what is happening I can deal with it and leave the store

  Business response

  11/05/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  
  We have contacted Ms. ********* and are actively working towards a resolution to the matter.  ******************** have further concerns; we request her to contact the store directly. 
  
  Respectfully, 
  Rent-A-Center, Inc.

• 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:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a sales call from *** in **********, ** on Oct 19th. I informed the *** that I purchased a chair from ******* due to them closing a local store. I received a email from *** informing me that I am auto enrolled for payment. Oct 25th the Marysville store out a ** 55in TV onto my account fraudulently. I had to un enroll from the store pulling money from my account without me okaying the agreement or even that fact wanting a TV

  Business response

  11/05/2024

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.    
  
  Rent-A-Center denies any allegations regarding the fraudulent inclusion of an item in the agreement. We have contacted Mr. ***** and reached a resolution to the matter.  
  
  Should Mr. ***** have further concerns; we request him to contact the store directly.
  
  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. ↩