ComplaintsforAaron's

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Employee at ************ blew me off and helped another customer *****.

  

  Business response

  07/17/2024

  ******,

  We are sorry to hear about your recent experience in our store.  Your satisfaction is important to us, and we regret that you felt overlooked.  Your feedback helps us improve our service, and we appreciate you bringing this to our attention. We look forward to another opportunity to provide you with the exceptional service you deserve.  Your customer service reference number is: HSC1280570.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• 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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional sofa from Aarons a couple months ago. I decided on Monday 07/08/24, that I no longer want or need the sectional, contacted the store in ********** and spoke with some one on that same day to pick up the couch, advised that I wasnt home but my two children 20 and 19 will be there. I told my kids that since it will be two women moving the furniture it might be easy for the to use the garage door so they dont have to walk far. A few minutes my daughter FaceTime me to show that the damaged my garage door, paint was ripped off the metal piece the door connects to was ripped off, drag marks were made on my hallway wall along with damage to the molding work on the floor. I contacted the store immediately and ask to speak to a manager she didnt want to get on the phone but told the lady to have me send the pictures to her phone, which I did. She stated she would call me back that day and let me know what they will do. I called the store three days in a row with no call back. Finally today after I called again the manager gets on the phone and tells me the girl stated that my door was damaged before the moved the couch. (The house is 2 years old) and it look like some one kick my door in. I told her that was not the case there is not damage to the house and if they had trouble going through the garage door they should just use the front. The mover girl gets on the phone and started screaming and yelling that I was lying and the door was damaged. I advised her I have proof(pictures) before and after to show the damage was done that day. She continued to yell and scream on the phone that ** lying manager gets back on and started to accuse me of lying, and stated Aarons is not paying for any damages. I stated I have them on security camera Throwing the furniture around. I just asked for them to fix the damage that is it. I pictured and video proof.

  

  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 General Manager has had the opportunity to discuss with you your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1279554. 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

   
  Complaint: 21971698
  
  I am rejecting this response because:
  No one has reached out to offering to fix my door, they only stated they were not going to fix it 
  Sincerely,
  
  ***************************

  

  Business response

  07/24/2024

  ******,

  Our General Manager has spoken with you and confirmed that we need to inspect the damage and collect pictures for our records to file a claim properly. However, our internal records indicate that you have declined our request to visit your home for this purpose and have advised the ** not to proceed with the inspection.  To resolve this matter efficiently and ensure proper documentation, we kindly request your cooperation in allowing us to inspect the damage and take the necessary photographs. This step is essential for us to process your claim accurately and promptly.  Please let us know a convenient time for our team to visit. Your assistance in this matter is greatly appreciated.

  Kind regards

  Customer response

  07/24/2024

   
  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. They can call me and set up a time this week to ***** the damages to my property 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a washer and dryer with Aaron. They subscribe me to the Aaron Clubs so I can have warranty and extended warranty for my equipments. Last week my dryer broke, I called based on the Aaron Club warranty. They file the complaint but It came out that my extended warranty expired on Sep 2023 but they have been withdrawing a $5.32 EZPAY every two weeks without notifying me that my warranty was expired. Now I have my dryer broke and they can not provide me a repair service. I want to resolve this situation, or they should return me all the money they retrieve from my account since September 2023 or they repair or replace my dryer and the extended warranty provides. I felt that they robbed me, they steal my money when they will not provide the promised service.

  

  Business response

  07/18/2024

  ****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. After reviewing your case, we have confirmed that the denial of your claim is correct. Our extended warranty covers one year after 60 days from the date the agreement was paid out. Since your agreement was paid out on 7/14/2022, your coverage period extended until 9/12/2023.  Our membership program, which includes the extended warranty, offers additional perks and benefits. As such, it requires members to cancel their membership on their end if they choose to discontinue. Upon signing up, customers are provided with detailed information about the membership's coverage and restrictions via mail or email.  We understand that this may be disappointing, and we apologize for any inconvenience this may have caused.  Your customer service reference number is: HSC1278862. If you have any further concerns or questions, please do not hesitate to contact us at **************.

  Kind regards

  Customer response

  07/18/2024

   
  Complaint: 21923319
  
  I am rejecting this response because: When they sell me the Aarons Club was based on the warranty. I didnt used any addition perks as they call them, because I was not provided with that information.

  The answer from Aarons is not acceptable, the must assume their responsibility. The charge me for something they were not able to provide. This is false advertisement, they steal my money. This must be public information; who knows how many other customers are still paying based on false expectations.
  Aarons is not a truthfully business. 

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

  

  Business response

  07/19/2024

  ****,

  We sincerely apologize for any misunderstanding regarding our membership program. All customers receive the terms and conditions, including coverage details and available perks, at the time of enrollment. Unfortunately, while we appreciate your feedback, we must consider this matter closed at this time.

  Kind regards

  Customer response

  07/19/2024

   
  Complaint: 21923319
  
  I am rejecting this response because: This is a very irresponsible way to resolve the situation. Not assuming any responsibility with their wrong doing. Do they have evidence of what they are saying? This is a lie, not acceptable! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a refrigerator from Aarons back in May 2022 I paid it off May 9 2024 6 days later The refrigerator tore up so I called Aarons to see if they could fix it considering I just paid it off And they said it was under a 30 day warranty of me paying off and if they could fix it, they come to pick it up on May 21. It is now July 1 and they called me to tell me that the refrigerator is unrepairable and asked me if I wanted to scrap it and then they could give me another refrigerator for a price for me to pay for whole new refrigerator. I told them no that they should either fix mine or give me one that works! I paid $3,000.00 for this refrigerator that didnt last two years. I need someone to step in and help bc I feel Like they are just s******* me over. And if I was to let them scrap the refrigerator who to say that they wouldnt fix it and then sell it to someone else so I told them I wanted the refrigerator back.

  

  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 ********************* Team has had the opportunity to discuss with you your concerns and work with you toward a resolution.  Your customer service reference number is: HSC1277251. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• 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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We lost everything.

  

  Business response

  07/16/2024

  Thank you for reaching out to us. We acknowledge your concerns and appreciate your feedback. Please note this matter is currently the subject of an active litigation case and we are unable to comment on active litigation cases. We are committed to providing you with the best possible support within the scope of our policies and procedures.

• 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,
  
  ***************************

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