ComplaintsforAaron's

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Today July 11th, 2024, an employee from Aaron's called me regarding payment, that was due today. The employee left me a very rude voicemail and I was told to "call the store to make payment TODAY" I know my payment is due today. Then they proceeded to call me 2 more times by 11:00AM. This is extremely unprofessional and rude. I called the store and asked to speak with a manager who then charged me a "late fee" because according to him my payment was "late" when the payment is not late my payment is due today, the day is not over. I have made on time payments and had been in meetings at work all day. He would not waive the late fee or adjust for his rude associate. This specific Aaron's in *********, ** has the most unprofessional employees and they should not be treating customers as such. They also did not give me the items I ordered for almost 2 months due to it being on "back order" and then didn't have another part that I had to wait for.

  

  Business response

  07/17/2024

  *****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our Regional Manager has had the opportunity to discuss with you your concerns and work with you toward a resolution.  Your customer service reference number is: HSC1279865. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got new number in February 2024. Started getting calls from this company looking for the person in their system. After explaining they said theyd up date their notes. After a couple weeks I blocked the number. They proceeded to call me from other numbers and private as well. I unblocked them went to the store and explained in person. They assured me they were removing my number from the account. They are still calling even after being told again and again. This has been going on for almost half a year

  

  Business response

  07/03/2024

  ****,
  
  Thank you for bringing this to our attention. We have taken the necessary steps to ensure that you will no longer receive any future calls from us.  If you have any further concerns or questions, please do not hesitate to contact us at **************.

  Kind regards

  Customer response

  07/08/2024

   
  Complaint: 21925591
  
  I am rejecting this response because:

  you have not stopped contacting me. You have said you would I have given it a week and still havent had any change. Stating you will verses actually completing the statement still arent being joined into one action. Next steps is to elevate this to a court room setting
  
  Sincerely,
  
  ***********************

  

  Business response

  07/10/2024

  ****,

  We apologize for the delay in completing your request. According to our records, your phone number has been successfully removed from our customer's account to prevent any recurrence of this issue.
  Thank you for your patience and understanding during this process. If you have any further concerns or questions, please do not hesitate to contact us at **************.

  Kind regards

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aaron's rent to own website had a deal for $1 down and auto payments each month. They stated they would deliver. I never got delivery and was not contacted. I called the store and the customer service line. I asked them to cancel my contract multiple times over multiple days and calls. My contract is still showing active and now they want money for a product I never received. When I talked to the general manager she told me to get my own truck they don't deliver. I've asked for a call back from the regional manager. No call. I should not be required to pay for items that were never delivered as promised and I can't go pick up by myself. That's why I got delivery items, I knew I needed help. I've gone through aaron's before and was a very satisfied customer. I don't want their services after this. I want them reported for false advertising. I want them reported for scam contracts and taking peoples money with no goods delivered in return. I want them reported for their store and their customer service line both saying they canceled my contract when they didn't. They should not be able to operate a business where they scam their customers.

  

  Business response

  07/11/2024

  *****,

  Thank you for speaking with our Regional Manager and sharing your concerns. We sincerely apologize for the experience you had and regret any inconvenience caused.
  We understand your decision to seek merchandise elsewhere and hope to have the opportunity to serve you again in the future. Your feedback is invaluable to us, and we will use it to improve our customer experience.
  Your customer service reference number is: HSC1276451.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aaron's is charging me late fees on an early payment. I rent furniture from Aaron's. My payments are semi-monthly -- on the 7th and 22nd of each month. My last payment was paid on 6/7/24, and my next payment is due tomorrow, 6/22/24. I called the store today (6/21/24) to make this payment early and was informed that the payment I was about to make would include 2 late fees of $4.65 each (1 fee per item, because I rent 2 items from them) for a total of $9.30 in late fees. I was informed that their system assessed late fees automatically after unsuccessfully attempting to charge my card 1 day early, and because the charge did not go through automatically, and I instead called to make the payment manually, that there was nothing they could do about the late fees for this day-early payment.

  

  Business response

  06/27/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our Regional Manager attempted to contact you using the number we have on file, but unfortunately, we were unable to reach you and left a voicemail message. Please return our call at your earliest convenience. Your customer service reference number is: HSC1275205. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made two purchases online I got a phone call about 1:00 and it's told that it was going to be delivered today between 11:00 and 3:00 I told the lady specifically okay I work 7 days a week I took off today just to find out that she do not have me down for delivery today and my delivery is not until tomorrow but I also have to make two payments on two things that I don't even have... I told her I will make a payment at the I pay my rent cuz it's a $1,000 she said okay my rent is over $2,000 I'm struggling as it is that's her problem I'm not doing anything that make me struggle but I would just letting her know that order for me to make a payment I have to pay my rent first because my payment is technically not due to July 15th.

  

  Business response

  06/25/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, your recent order has been cancelled and refunded. This decision was made due to the inability to verify necessary information and complete the transaction process.  We understand that this may be disappointing, and we are committed to providing excellent customer service. For any future orders, *********************** ensure that all required information is verified and that communication is maintained with our team to facilitate a smooth transaction.  Your customer service reference number is: HSC1273911.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Arrons for years was about 90% of paying off my items. Got behind due to death in the family and in between jobs.All items were under my name, Was being harassed through there personal cell and via text. It got to point where there was point where I was out of the state and the ** reached out to my wife while she was at work around 8pm harassing her saying theyre coming to get the stuff and she says No I dont feel comfortable with that I wont be home until 10pm or so he replied We will be waiting for you which is unsettling since she is alone sending a bunch of goons over to my house at 10pm. I was watching over my house camera where the employee was then seen on my property smoking a cig on the phone saying Looks like were are waiting for the b**** to get home and going in and grabbing the s*** I reported it to cooperate and then the ** then harassed me asking me Why would I do that? So that cause nothing but more harassment. I called cooperate again and the vp I requested them never to come to my house and that went no where because they again ended up camping outside of my house to grab stuff I was a few weeks behind on and 90% done paying of which is almost 6k worth of stuff.

  

  Business response

  06/25/2024

  Codey,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  We would like to assure you that your feedback is taken seriously, and we will use it to improve the training and support provided to our store associates.  Additionally, please note that Lifetime Reinstatement is an option available to our customers who return their merchandise, whereby they may 
  resume their lease in the future and continue to make payments at the point where they left off.  Your customer service reference number is: HSC1272539.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  06/25/2024

   
  Complaint: 21853614
  
  I am rejecting this response because:
  

  Nothing was resolved. Was contacted about paying off an item that was charged off ( which I paid off ) The stalking my wife and harassing her incident was never acknowledged when I brought up the topic ****** or ***** whoever it was from cooperate just said and I quote oh yeah sorry about that but did you want to pay that off today using a debit card? And then I asked can I settlement amount to pay off all of it? Since I am at 90% ownership would love to have what I rightfully own at this point. And was told they would call me back and its been two weeks havent heard a thing. They just collected my money yet and road off.  

  Sincerely,
  
  *************************

  

  Business response

  06/27/2024

  Codey,

  We understand the importance of resolving this matter promptly and appreciate your patience.  To reinstate your account for the returned items, we kindly ask that you call our store directly at ************ at your earliest convenience.  Our team is ready to assist you.  Additionally, our Regional Manger attempted to contact you using the number we have on file, but unfortunately, it seems to be not accepting calls. If you have any further concerns or questions, please do not hesitate to contact us. 

  Kind regards

  Customer response

  06/27/2024

   
  Complaint: 21853614
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  "I have fulfilled all obligations by paying off three leases in full without a single late payment. Despite this track record, I am frequently approached to initiate a new lease. However, I am currently experiencing an issue with my air conditioning unit, and despite it being only a couple of weeks past the warranty expiration, the company has declined to provide assistance. I escalated the matter to higher management, but unfortunately, they did not return my call. Instead, their response to the work ticket was a brief dismissal stating, 'It's out of warranty.' Given these circumstances and the lack of customer service, I am hesitant to engage in further financial commitments with them."

  

  Business response

  06/25/2024

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our Regional Manager has had the opportunity to discuss with you your concerns; it was determined that the item is not under warranty. However, a discounted replacement was offered, which includes the option of a short-term lease.  Your customer service reference number is: HSC1272549.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).    

  Kind regards

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a tv from here but returned it because I wasnt satisfied with it and wanted a different brand. I got the item with no money down but because I returned it theyre constantly harassing me now for $50. Theyve called me 4 times in a row the day hast even started and theyve called my son and daughter as well. I dont have the tv they do so there is no need to harass me its not like I stole it. I had gone to another Aarons before in ********* and received an item with the same offer of no money down but ended up returning it and they accepted it with no problem. They didnt ask me to keep paying for an item I dont have thats ridiculous.

  

  Business response

  06/24/2024

  America,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our General Manager has had the opportunity to review your concerns and has taken appropriate steps to address and resolve the issue.  Your customer service reference number is: HSC1271013. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  06/24/2024

   
  Complaint: 21832030
  
  I am rejecting this response because:
  I want them to stop billing me! I returned the item before my next due date. I do not have it why am I being billed every month still? I returned an do down payment item to the ********* location that was more expensive and they accepted it no problem, but you guys are harassing me for $50 for an item I dont have?
  Sincerely,
  
  America Arzuaga

  

  Business response

  07/01/2024

  America,

  Thank you for reaching out to us. Our records indicate that the lease agreement has been closed out and marked as returned. Based on this information, we consider this matter resolved.
  If you have any further questions or concerns, please feel free to contact us.

  Kind regards

  Customer response

  07/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  America Arzuaga

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is **************************. Account number ********. When I ordered my refrigerator I called my local store and informed them that there was a huge dent in the door when the delivery guys took it out of the wrapper brand new. They told me I couldnt get the door replaced, but could only get an entirely new replacement or a discount that was over $1,000. At the time I just wanted a new refrigerator and was told that one would be delivered within a couple weeks. A new one never came and I never heard back from the store. By then I didnt want to go without a refrigerator with four childrenso I decided I would just wait until I moved and that would be a good time to swap it out. By the time I moved things were so hectic that it slipped my mind. So I reached back out to the store a couple months ago and reminded them that I was told I could get a replacement or a discount. They asked for photos of the dent in the door and I sent them in and havent heard back from them since. Its obvious that the store has no intention to address my issue just like the first time I reached out to them and I would like it rectified. I believe the price of the discount would likely have me done paying on the merchandise. However if nothing is done, I will be paying more than the price of this refrigerator brand new from anywhere else except a damaged version. That is not fair to me as a customer who has no fault in this situation and who has completed a lease before and planned to lease more merchandise after completing this one. However if Im not treated fairly then I certainly wont.

  

  Business response

  06/11/2024

  *********,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our internal records indicate that an adjustment to the number of payments on your agreement has already been made. Additionally, multiple attempts have been made to contact you, through various phone numbers listed on your account, regarding your concerns; however, we have been unable to reach you.  We kindly ask that you please reach out to your local store at your earliest convenience and request to speak with the General Manager regarding the details of your account.  Your customer service reference number is: HSC1270685.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12, 2024 I purchased a GE Electric dryer from the Aarons store in *******, **. I did not finance it, I paid for it at the purchase. The receipt # is ****** and the sale # is R10790074. The purchase amount was $573.51. On May 11 the dryer stopped working. I called Aarons and the told me to bring it to the store, that the truck that took it for servicing ran on Fridays. I delivered the dryer on May 16, and upon calling later, confirmed that it was taken on May 17 to be repaired and should be back the following Friday. I called on Friday, May 24th and was told that my dryer had been repaired, but was not put on the truck, so I would have to wait another week. I asked could I have one to use while I was waited and told no. I have asked to speak to the manager several times, and am told every time that he is "unavailable". I called on May 31st, and was told the truck did not deliver that day, and would be in the next day. I called on June 1st and was told there was no one there that could help me. I called Monday, June 3rd and was told my dryer was not delivered, that I would have to wait till the 7th. I again asked for a loaner dryer and was told no. Today is the 7th, I have called twice and have been told there is no one there that can help me, the manager is once again unavailable. I can get no answer on when I might get my dryer returned, and can get no help resolving this issue. The manager is never available, and has not returned any calls. Any help you can provide would be appreciated.

  

  Business response

  06/11/2024

  ****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our General Manager has had the opportunity to speak with you regarding your dryer, and confirmed that repairs have been completed.  Your customer service reference number is: HSC1270682. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

*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. ↩