ComplaintsforRent-A-Center, Inc.

Rent to Own Furniture

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Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

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Initial Complaint
04/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called ************* when I made my last payment on February 29, 2024 for $113.50. I asked what was my balance and I was told $320 plus change, now I had to make a payment for ***** and I told them I want to pay my final balance of $320 plus change. They said I couldnt make a final payment over the phone and I explained to them that I am bed bound right now until after my surgery. I made a payment today in the amount of $113 because he said he couldnt see my balance because it should have been paid by the 3rd of the month. After that payment my balance shouldve been $207.54 or something, they are now saying I owe $304.03 instead of the $207. Why should I have to pay an extra $100? The lady at the 800 number said it was because of the promotion. Without the promotion she said something about $600. Plus dollars would be my balance. The math is not mathing for me. Can you help me with this situation. Im willing to pay $207 plus change but thats it.
Customer response
04/13/2024
I have resolved my issue with ************** Thank for your assistance with my complaint. No more investigation needed
Initial Complaint
04/07/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I renting items from rent center for years an paid them off paid for ldw an when are gentorater gor stolen we contacted the police an filed a report an rent center says we still have to pay for it
Business response
04/09/2024
**************** is alleging property theft. Rent-A-Center takes theft allegations very seriously. We request **************** file an amended police report detailing the events of the theft and provide us with a full and complete copy of the police report. Upon receipt of the requested documentation, we will further investigate their allegation.

As we are awaiting additional documentation, we consider this complaint closed.

Respectfully,

Rent-A-Center, Inc.
Customer response
04/10/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
03/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 329 2024 I contacted Rent-A-Center in ********* ********* and informed them I was staying in an extended stay and they told me I could continue with my purchase online for $99 deposit for a laptop about two hours later calling Rent-A-Center, let them know on my way to pick up my merchandise. They told me that they would have to deny it because I was staying at an extended stay And she processed refund which I got an email for that and then about two hours later in the day. I saw a funny transaction like reversing the refund. I called the cash app and then for me that ***** Center did in fact void the refund so the next day on the 30th Saturday I contacted the store again and spoke with the manager name *** and she said that they never avoided the refund so I found a complaint with the BBB to cash app and was able to get an email from one of their managers name, MJ in fact, told me that Rent-A-Center did void the refund , so now I dont have my refund and Rent-A-Center is denying voiding it even though their system shows that and I have emails to justify this so the managers lying and telling me that she never voided the refund but everything shows that she did I just want my money back in for her to be dealt with the app appropriately?
Business response
04/09/2024
We confirm the request for a refund was submitted on Thursday, April 4, 2024. We respectfully request that ****************** allows 5-7 business days for the check to be processed. ****************** may contact the store directly with any additional questions or if he has not received the check within 7 business days.

Sincerely,
Rent-A-Center
Customer response
04/09/2024
I have reviewed the business response and accept this resolution. However the refund was started and denied on 3/29 and voided on 3/29. From my understanding due to human error. And it wasnt started again until 4/4. I did finally receive a refund and call after I had to email the store, call the customer complaint center three times. It was a hassle and wasnt a quick or easy process. And the store manager never reached out to apologize for the error or for how she spoke to me saying you people.
Initial Complaint
03/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The store didn't have everything it needed to set up my bed they put me off for 2 weeks I picked out a different one to switch the 1at one with and it didn't get set up and they didn't have everything I'm tried of all their problems without any results
Business response
04/02/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted ****************** and reached a resolution to the complaint.

Given the facts as stated, we consider this matter closed.

Respectfully,

Rent-A-Center, Inc.
Customer response
04/03/2024
I have reviewed the business response and accept this resolution. Everything was taken care of. So I'm happy with the solution as of right now. Thank you for your time.
Initial Complaint
03/28/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rent A Center store , Location **************************************************** . Store Manager- ************************* has sent out letters and his staff to my residence about A piece of furniture that was paid off in January of 2024, and now is texting my personal number from his personal number about '*************************** account being now ******************* the end part of March with no proof . I personally went into this establishment and paid off the agreement back in January.
Business response
04/01/2024
****************** 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 ******************. Nonetheless, per their request, we have placed a do-not-contact order on ********************** account. *********************** note, we are still permitted to contact Mr. ******* for purposes of scheduling pick up of unpurchased property. As such, we consider this complaint closed.

Respectfully,

Rent-A-Center, Inc.
Initial Complaint
03/25/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
March 2 2024 transaction..I have been dealing with rent a center same location for 6 yrs . ***** was the store manager I've never had any issues until current THE new store manager is ************* was a previous employee got moved up . **** from 2017 had giving me so many problems I've complained about him and at that time he was told he could no longer deal with me with any buisness transaction. Moving forward I've always had auto pay the first of each month for the pass 6 yrs I'm on a monthly fixed income.some how now my credit card information has been compromised. Im.having all kinds of issues with my account someone keep changing my auto pay account dates when I called about this issues I asked to get the district manager number I was told. Spoke with **** he tells me the system been acting up I'm not the only client with this issue. However I paid 176$ and was due to pay 78 $ March 23 I get a email stating I owe 254$ for March how. **** has been a problem every since I've been a customer for 6 yrs . I purchased a ring door **** in January I called to see if it arrived he told me yes I asked **** why didn't some one called me he told me because I didn't call mlhim back when he was trying to get me to purchase other items from the store I told him a long time ago to stop calling me if I need anything I call the store. It got so bad my brother was going to go to the store to see what was **** problem. Now they want me to make another payment for March. Make no sense. They taking ppl money . Now that ***** Is not the store manager things became worse
Customer response
03/26/2024
Spoke with the District Manager. Issue has been resolved my needs was met. She clearly demistrated and articulated problems solving tools . I'm satisfied with her concern with customer care.. I'm comfortable with her problems solution!! She was extremely professional She listened She was compassionate she showed empathy. I will continue on being a future customer!! Thank you for responding thank you for meeting my needs concerning this issue I was having with said location!!!!!
Customer response
03/28/2024
GM SO NOW IM GOING TO FILE HARRASMENT CHARGES AGANIST **** THE STORE MANAGER HE WAS TOLD NOT TO CALL ME AGAIN BY DISTRICT MANAGER . ABOUT THE SAME ISSUE THE DISTRICT MANAGER AND I HAD 2 DAYS AGO ABOUT 254$ THAT I DO NOT OWE FOR MARCH I COMPLETELY WANT NOTHING ELSE TO DO WITH RENTER A CENTER . THERE WAS A MEMO STATING FOR **** NOT TO CONTACT ME HE *** ANYWAYS HARRASING ME ABOUT A PAYMENT THAT HAS ALREADY BEEN RESOLVED WITH DISTRICT MANAGER.
Business response
04/02/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted ************** and reached a resolution to the complaint.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
03/24/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I Entered A Retail Contract 3 Months Ago. I Contacted The Business Last Month To Inform HOME CHOICE In ******** I Would Not Be Able To Make My Payment Due To Loss In my ************** To Discuss A ************** Plan . The Manager ****** and ***********Worker Were ***************** So To Avoid .Confrontation I Hung On Them. The Assistant Manager ***** Called ******** Did Not Answer The Call . He Left A Message Stating I Was Rude For Hanging Up On Them. I Spoke To Once Since Then & All He Did Was Complain About How Rough His Weekend ************** His Personal Life Into The Discussion. I Am Also Having A Problem With ***** 55" TV ********************* Me Out Of ***** Account When It Overheats. There Are 3 Accounts I Am Referencing To. One Is Mine (*****************************). The Next One Is ************************************* 3rd Is *************************. The Reason I Am Including All Three Accounts Is Because HOME CHOICE Has Contacted Us Individually About All 3 Accounts
Customer response
03/25/2024
The Manager call me was very polite on message until I returned his call then he was rude and swore at me . He also said he would not work with me anymore and told me he would be picking up the junk they provided I told him it was on my terms and he had to give me 10 days notice as I am out of state on a family emergency since they inconvenienced us they can wait until I am going to be here . From Now On I am only going to accept ,communication by email because of lack of respect . If They Show up unexpectedly I have informed the neighbors to call law enforcement.
Customer response
03/26/2024
***** & I from home choice worked out a $200 payment plan per month for The next 3 months and pay the remainder owed within 5 months . Please Close This Complaint Effective Today. Thank You *************************;
Initial Complaint
03/23/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rent a center have people leaving false information on voicemail, call with nasty attitudes, call your phone every day, and bring tore up dirty furniture to your house. Unprofessional and harassing you. Asked for certain ones not to call but they still harass us
Business response
03/25/2024
Rent-A-Center denies any allegations of harassing ******************. Nonetheless, per their request, we have placed a do-not-contact order on ********************** account. *********************** note, we are still permitted to contact ****************** for purposes of scheduling pick up of our property. As such, we consider this complaint closed.

Respectfully,

Rent-A-Center, Inc.
Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive been dealing with this rent a center since 10/23 I have 2 accounts and 3 items all which are always paid on time. This store has lied about lowering prices, accused me of not paying on time without any record or proof. Has been rude entirely and harasses my phone during non business hours when *** said many times contact me thru email ONLY. The business is extremely disrespectful and has no professionalism. Ive tried to transfer to other stores corporate says yes but the store says no at this point Id like my agreement. They pick and choose when to respond to certain request and ignore others or make promises which will not be fulfilled. Again Ive been with them since October am fully paid and do not miss payments. Its unacceptable and at this point Im drained with the disrespect and unprofessional. ***** the store leader needs to be reprimanded or terminated.
Business response
04/01/2024
**************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.

The District Manager contacted **************** to resolve the complaint. Unfortunately, his conduct during the phone call prevented us from reaching a mutually agreeable resolution. Without the ability to communicate with **************** we are unable to resolve the complaint.

Given the facts as stated, we consider this matter closed.

Respectfully,

Rent-A-Center, Inc.
Customer response
04/01/2024
I am rejecting this response because:
one regardless of any contract signed the amount of disrespect, unprofessionalism, and lies to lower price are unacceptable. There is no way in business practice are those things permitted. I have only recieved one call from his secretary ********* which I have audio voicemail from the district manager never contacted me. Again at this point I would like to transfer stores and continue with my obligations aslong as I am not specifically dealing with that rent a center (denbigh) there are numerous others in the area. And I shouldnt have to cancel and start a new agreement based off me being uncomfortable with the companies employees and practices. Again no district manager spoke out only time *** spoken with her was on a complaint completely seperate from this matter. Again this is them trying to twist and pull nonsense out of a hat. ***** is extremely lacking in any sort of professional manner or practice. Keep in mind with the screenshot that is the secretary who called ********* not a district manager. Nothing they say is valid or can be trusted. And another note I told them march 9th to contact me formally no more txt they continued to play on my phone. Its nothing but harassment lies and childish games. They need to handled accordingly
Business response
04/01/2024
This is Rent-A-Center's 2nd response to ******************** complaint. After a review of the rejection, it does not appear that a response to ******************** dissatisfied response is required. As confirmed, **************** has behavior unprofessional towards our employees and we have satisfied due diligence in attempting to contact him regarding this matter. We encourage **************** to return our communications from the store. As all matters have been addressed, we consider this matter closed.

Respectfully,

Rent-A-Center, Inc.
Initial Complaint
03/20/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Several weeks after the initial purchase of a television from the merchant, I attempted to make an additional payment for the product. During this attempt, I spoke with a representative who initially handled the situation with professionalism and courtesy. However, the interaction took a negative turn when ***, the store manager, grabbed the phone and intervened without introduction.***'s demeanor during the call was notably unprofessional and rude. She seemed preoccupied and displayed inappropriate behavior by asking intrusive questions about my home and making offensive remarks like "I didn't really live there". Just before processing the payment, *** adv of a higher price than both what auto-pay attempted to collect and what shows in the online account portal. When attempting to address the discrepancy in charges, *** provided unclear and evasive responses.When *** aggressively insisted on obtaining my card details without providing adequate clarification on the charges, I became understandably suspicious. As a result, I opted to make the payment online myself. However, shortly thereafter, my wife who was at home at the time, adv that representatives from the merchant had arrived unannounced, causing her distress by banging on our front door. I continued to attempt the payment online and discovered their payment system was experiencing an outage when the payment form was submitted. I tried again a few days later and was able to make a successful payment for the amount showing due but the Store Manager has since sent me an email advising that she voluntarily returned the payment and is insisting on continuing to drag out the resolution.Subsequent to this distressing encounter, I have been inundated with daily texts, calls, and emails from ***, threatening legal action and demanding the return of the product, despite payments being made in-store and shortly after this encounter.
Business response
03/22/2024
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, Impact RTO ******* LLC. 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.

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