Complaints

This profile includes complaints for A Plus Rentals, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A Plus Rentals, L.L.C. has 7 locations, listed below.

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  A Plus Rentals, L.L.C.

  2036 Leatherwood Ln Bluefield, VA 24605-2020

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  A Plus Rentals, L.L.C.

  1925 Monte Vista Dr Pulaski, VA 24301-4415

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  A Plus Rentals, L.L.C.

  610 N Main St Marion, VA 24354-3330

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  A Plus Rentals, L.L.C.

  114 Kents Ridge Rd Richlands, VA 24641-2736

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  A Plus Rentals, L.L.C.

  800 E Main St Wytheville, VA 24382-3300

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch and Loveseat from A plus November 7, 2023. I signed an agreement for 19 months and shortly after delivery I noticed that the loveseat was broken so I called and spoke with the district manager, *****, in which he agreed to take off 3 full month payments leaving me with only 16 months to pay.
  Now they are saying that I still have 5 more months to pay.
  Also when I made my online payment back in March 2024 it showed my remaining balance of 865.00 I have made 2 full payments of $173 since then and somehow now it says my balance is still 800 and some odd dollars.
  The manager is very hateful and rude and I feel like they keep adding more money to my account to prevent me from paying it off.

  Business Response

  Date: 05/03/2024

  To whom it may concern,The customer was informed that the loveseat had damage prior to purchasing.  She was also told I would remove 3 months from the original term because of the damage.  The original number of months on the loveseat and couch was 21 months.  I told her I would set the agreement up on 19 months and then give her the first months payment for free.  This was the 3 months knocked off.  I was willing to work with her when she complained, but she seemed more interested in cursing and yelling at me.  Therefore, I stood my ground on what I had originally told her.  We don't like to see customers dissatisfied; therefore, we are willing to take another three months off her agreement if this will satisfy her.

  Customer Answer

  Date: 05/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27 we placed an order for a King-size Baystorm bedroom suite through **** the store manager even though it was listed on the website as express delivery which is 3-21 days we were told it could take a month. On August 5th the delivery was supposed to be at 5:30pm but they arrived at 7:00pm. After two hours of the guys trying to put the bed together they came and told us there was no hardware to put the bed together. We called corporate and was told someone would be contacting us. We spoke to ***** the district manager and he didn't seem to care that we had a bed that we could not use. I sent pictures to the corporate office in an email like was requested. I had asked ***** to have his manager contact me that call never came. Finally on 8-15 we received an email from **** asking for the serial numbers which I provided. On Friday 8-26 once again we waited for them to fix our bed because we were told they had the right parts finally. An hour later same thing it was the wrong parts so our mattress and box springs are still on the floor. We called **** he said he had no clue what to do. I contacted corporate once again wanting someone higher up to contact us. I instead got an email from the receptionist ****** containing a screen shot stating that once again the hardware has been ordered. No manager has contacted us. We used several hours of vacation time to be available for all these issues with Aplus. We sat at home waiting on them one day they never showed the delivery driver called to tell us it could not be fixed that night. I feel this was ignored I feel there is no management in the stores. I work in customer service keeping my customers happy is what keeps me in a job. This is the worst experience I have had with a furniture company no one has a clue what's going on. ***** the district manager made a comment that was overheard that he was afraid to fix our bed because we wouldn't pay for it. I make enough trust me but I expect to get what I pay for.

  Business Response

  Date: 09/06/2022

  Good Afternoon, The customer placed an order with our company and the order was incorrectly shipped from the manufacture. The store level employees did their best to accommodate the customers wishes, but unfortunately we were at the hands of the manufacture. The customer was offered different items that were in stock and that could possibly ship faster, but those options were repeatedly turned down. We offered the customer a re-fund and that was also turned down. The customer created a toxic environment for our employees, between dealing with threats and a racial slur we decided to terminate the agreement with the customer and re-fund their account. This customer spoke with store level employees, corporate employees, and as well as a corporate executive to rectify the issue at hand to no avail. We will always do our best to treat every customer with respect and do our best to accommodate their wishes. Thank you, ****** ***** A+ Rentals

  Customer Answer

  Date: 09/06/2022

  We have numerous emails stating they were fixing our bed. They sold us a product and would not honor it therefore breached the contract. We lost numerous vacation time for them to keep coming back to our house to fix this but it was never fixed as of today no refund has been issued the only reason they state it was a hostile environment is because we told them we would speak with an attorney I also have numerous phone conversations recorded from the store manager **** admitting this was their fault. If they sale something they should honor it it’s not my fault they breached the contact by not fulfilling it. I have a conversation with *** stating that he would fix our bed That’s the owners son. No racist remarks were used but my fiancée was called several names. All of this because they would not stand behind something they sold we have a signed contract yes my fiancée and I were both upset we have everything documented where we lost vacation time waiting on them to fix our bed and it never happened it’s so sad that a company has to lie on their customers to try to make themselves look better we have emails, texts and recorded conversations of everything that has happened. The last phone conversation we had with *** he stated he would fix this and had already received an email stating that they har shipped the rails for our bed. I’m sure if you look at their reputation on any of their reviews they don’t like taking responsibility for their actions. ***** the district manager would never return phone calls. We will provide copies of emails, text messages and phone recordings at any time. They tried to drag their feet and bully us. No one tried to work out a solution other than not fix it where that makes them in breach of their contract. **** promised this would be fixed but after numerous emails and phone calls it’s still not fixed and now that one up with all kinds of accusations including racism. If I have to I can bring their delivery driver Preston into this because he was never afraid to come to our home. He was just as upset about the lack of effort to get this fixed as we were. All we asked was for the bed to be fixed per the contract they chose the easy choice which was not to fix it. I also have a bank statement proving no refund has been issued. 
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 09/14/2022

  We have picked up the bed and refunded their money.

  Customer Answer

  Date: 09/14/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We let them pick the furniture up after threats from Aplus rentals to take criminal charges for theft of the furniture. I find it so disturbing that they won’t ups make up lies especially the racism part. When the delivery guys came to our house we apologized that we scared them but the guys had no idea what we were talking about. They should have fixed the bed which they got the rails the end of last month. As I stated previously the company told lies and we got several threats where I do have proof of those, horrible customer service especially not fulfilling the agreement which was a full bed not a mattress and box springs on the floor. 
  We went to ******* and got exactly what we wanted our tv didn’t work they replaced it immediately. They didn’t have excuses as to why they couldn’t fix anything. If Aplus had actually cared they would have fixed the issues. Yes we got upset but anyone would have with the vacation hours we lost from taking time off for them to not show or not have the right rails when they supposedly had the right ones. They made a total of three trips to our house and for the rails not to work. The last response from Aplus speaks volumes. They would rather pick their stuff up than fix it. They don’t honor their words on their website. Yes they have the furniture back but we will do everything we can to let others know of our experience including letting emails recorded phone conversations and texts be known to the public. Aplus should take off the advertisement for the bay storm bed for express delivery which they state is 3 to 21 days for delivery this is the bedroom suite we ordered it came over a month after we paid for it and ordered. Horrible management at Aplus. 
  Regards,
  
  ******* *******