ComplaintsforAaron's

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a washer from Aarons about 14 months ago.Ive been having problems with it since I got it .Ive called and had them repair it several times .The last time was about a month ago .They had the washer around 43 days when I got the washer back the initial problem was not fixed and I have a whole new problem.The washer comes on by itself and is so bad I have to keep it unplugged to keep it from running. The problem I had at first that they never fixed was what ever water level I put it in it would not fill up to where it should be so it wouldnt be enough water to wash my cloth.Also some cycles do not work.When they had my washer 43days i didnt have a loaner or my original washer so I asked for my money back for the time that I was with out a washer.The Gm had the regional manager call me and the regional manager was very rude unprofessional and wouldnt really listen to anything I had to say and just tried to talk over me.although he stated he couldnt give my money back but he would give me a free month for my inconvenience.So I should not have to pay may1.But when may1 came they still took my money after I asked them to take me off ez pay /auto pay .I spoke with a woman who claimed to be the store manager on the first of may about them taking my money and having someone come get the BROKE washer.She said she would have the Gm and regional manager contact me that day.Today is the 14of may two weeks later and no one has called me back I called again and got no answer.Ive called corporate in ******* and ************ and no one has called me back plus called every other number I can ****** for Aarons and got no response. Can you please assist me!!!

  

  Business response

  06/10/2024

  ****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our internal records indicate that several attempts have been made to contact you in regards to your concerns but unfortunately, we were unable to reach you.  We kindly ask that you please return our call at your earliest convenience.  Your customer service reference number is: HSC1269333.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Aarons to let them know that Ill make my payment on June 15th as I just got a new job and I get paid on the 15th. The Aarons representative, a man, stated I cannot do that unless I make a payment of $20 today, they will come pick up the couch. I have been on time with all my payments for over a year now, I was late on **** payment. I asked him if I should go online and pay, he stated he can do it over the phone. He asked about the card on file and stated he needed the expiration date to process it, I stated that I was driving and would have to carefully look for it. I tried to guess and he said it did not work. I stated I was driving and the traffic was picking up, he stated to call back and he hung up, as soon as he hung up, I recieved an email stating thank you for your payment of $59.92. Not only did he charge my card unauthorized as I was under the impression he needed my expiration date to process, but he charged $59.92 instead of the $20, I tried calling back several times but they did not pick up, meaning they avoided me. The Aarons store on ************* in ************ unlawfully charged my card and my monthly payment is also $40 so not sure where $59.92 came from. I did not log in as I was driving, I did not authorize $59.92 and could not afford that today. I need my money back but more importantly I need him to be reprimanded.

  

  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 discuss with you your concerns and determine a resolution.  Your customer service reference number is: HSC1268631. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They canceled an order I placed over a month ago. I called and asked for the money they took to be put back on the card. They said they couldn't they had to send a check. Said it would come in 2 weeks which is ridiculous. Never got it, called 2 weeks later they said we'll bring it to you or you never did. Called today now the store I've been calling said they have no record of me. That it is the store that's permanently closed.

  

  Business response

  06/05/2024

  ******,

  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 provide you a plan for resolution.  Your customer service reference number is: HSC1267473. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Lease agreement signed for laptop in March 2023 for ONE YEAR. First payment made on 3/3/2023 for $99.33. Payments made on the date of agreement unless otherwise extended (only 2xs needed) and again paid on agreed date. One month before end of lease laptop shut down and would not power up. I took it in for service per leasing agreement. Laptop was kept for 2 weeks before calling to inquire if it was ready for pickup. I was then informed that there was water damage that does not warrant a repair and that I could get another laptop for half the price if I signed a new lease. I did not agree seeing that I had only used the laptop 3xs since date of lease because I work from a county laptop as I am an educator. I only got it for personal use and had not had the opportunity to truly put it to use. I stated that I purchased a laptop cover immediately after leaving the store because one was not provided and that it had been in the laptop bag except the times, I used it. I stated that maybe one of the service workers accidentally spilled water on it while attempting to service it. I was told that was not possible and that if I wanted a laptop, I had to sign another lease agreement. I did not. My lease agreement states ownership at $1,111.08, however $1396.22 was taken from my account with 2 of my payments not showing on my account but shows on my bank statement that it was received. After speaking with 3 managers, a young lady name ******* from corporate, I am without a laptop because the current manager stated that they discard laptops that cannot be fixed. I did not give them permission to discard the laptop, so I asked what happens since they have my money, but I do not have a laptop. I was told by ******* (current manager) that I would just have to deal with it. She compared it to going to *******, returning damaged goods but not getting refund. I do not agree. I would either like to have my money back or a decent laptop that I have already paid for.

  

  Business response

  06/04/2024

  **********,

  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 your concerns and are working with you toward a resolution.  Your customer service reference number is: HSC1267074. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  06/06/2024

   
  Complaint: 21756445
  
  I am rejecting this response because: via certified mail, I have sent a notice of intent to *** to this business due to unsatisfactory service/response in regard to attempting to settle this matter settled.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/11/2024

  ************,

  We have received your certified letter and will provide a response directly by mail within the next few days. We appreciate your patience and courtesy.

  Kind regards

  Customer response

  06/12/2024

   
  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

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business is predatory. I do have a lease contract with the above listed company, for a sofa. I am not even 7 days late on a payment and the company has harassed me with multiple phone calls all hours of the day, and even sent an employee to my address. This is consumer harassment.

  

  Business response

  05/30/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. We will have our ********************* Team look into this and provide you with a prompt response as soon as possible. Your customer service reference number is: HSC1267601.  If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aarons Retail Furniture (Lease # *****) began on Feb 20, 2024 for monthly payment (which they try to collect early each month by harassment). At the time of delivery I had to give my card number ending in x7716 for the deposit of $50 over phone one over the phone to ***** the Store Manager. I have received NUMEROUS notifications from the card issuer for attempted and declined charges for the following dates: March 6 2024, March 8, 9, 15, 16 2024. I called spoke to ***** the Store Manager inquiring why they were trying to charge a card for payment WITHOUT my knowledge/authorization. I then made a payment on a different card x7314 with a different issuer online. May 20, 2024 between 6:30-6:50 EST I received an alert from bank yet again stating that Aaron's AGAIN tried to charge the card ending with x7716 for $58.48 WITHOUT MY AUTHORIZATION! I called the **************** Number and filed a complaint number HSC1265037. She assured the ** would call me back. May 21, 2024, I received a call from the store around 10:30 from the delivery person named ***** (different from the Store Manager). I informed him that I need an explanation on why someone at this facility tried YET AGAIN to attempt to charge card ending in x7716 for $58.48 05/20/24 He denied this every happening and promptly hang up on me before I could inquire further. I IMMEDIATELY called back and *****, Store Manager picked up the phone call. I inquired on why someone manually input my card number evening prior. I inquired who was closing the store last evening. He proceeded inform me, he and **** were the only two inside the building last night closing the store. I informed him, I plan on pressing charges for these individuals stealing my card number and attempting to run the card for $58.48 WITHOUT MY KNOWLEDGE NOR AUTHORIZATION. He proceeded to say, "go the f*** ahead. Once you press charges get back to me!" I also filed a fraud charge with the card issuer. Ticket number *******

  

  Business response

  05/30/2024

  ********,

  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 your concerns and are working with you toward a resolution.  Your customer service reference number is: HSC1265429. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  05/30/2024

   
  Complaint: 21741479
  
  I am rejecting this response because:  currently placed a call to ******* the assistant to the president. I'm waiting for her to call me back we spoke briefly last week. I'm waiting to hear back from her left a message today May 30th at about 5:10 p.m. Eastern standard Time. My acceptance to any response will be depending on what she says.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/04/2024

  ********,

  Thank you for your patience and understanding throughout this process. According to our internal records, our ********************* Team has had the opportunity to further discuss your concerns with you and develop a resolution plan.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  06/04/2024

   
  Complaint: 21741479
  
  I am rejecting this response because:

  Even though the company is resolving the happiness of a customer; they still have not determined or gave evidence in how the manager and his co-worker were able to run a debit card they no longer had in their system.  I personally removed debit card from system on March 16, 2024.  ***** is now trying to figure just this out:  how did the manager or his underling kept the debit card number to use it to "make payment" 2.5 months AFTER I removed the card from the company's ezpay system MYSELF.  I want to know where and why the manager and his underling wrote or stored this number and manually made 30 keystrokes into the computer system WITHOUT MY KNOWLEDGE IR APPROVAL.  Until and only until get the answer to this question NOTHING ELSE IS ACCEPTABLE.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid a deposit for two bedroom sets that werent even available . I had to do an entire new order and was supposed to be refunded the money I paid for the first . Sales manager and store manager said they would issue my refund weeks ago and now everytime I go to the store theyre either unavailable or tell me theyre working on it . I call every couple days and no one is ever able to help . I just want what they owe me . Glenolden , PA store associates are the absolute worse group of scammers .

  

  Business response

  05/29/2024

  ********,

  Thank you for bringing this matter to our attention. According to our records, a refund was processed on your Aaron's account as of 5/21/2024.  Please note that it can take up to 10 business days for the refund to be fully processed and reflected on your bank account.  Your customer service reference number is: HSC1264853.  Please do not hesitate to contact us at **************, if you have any further questions or concerns.  

  Kind regards

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got pressure washer online I had it delivered lost my job feeling to financial hardship told the people to come get it and then they never got it and then the district manager lied and said somebody waved something that look like a gun at him out the window which never happened and now they're trying to *** me after they already got their pressure washer back

  

  Business response

  05/21/2024

  We regret any miscommunication or confusion regarding **************** account. We have confirmed that ************** has returned his rented merchandise. As a result, we have filed a dismissal on this case against **************.  If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  05/22/2024

   
  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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My aunt decided to rent my grandmother some merchandise .. But my grandma is disable has alzhiemers and dementia .. and she has a bladder issue .. Due to that we decided to return the merchandise for her and get her one cash because she has to wear diapers so no need to spend so much money on something that will have to be replaced once again. We called the company explained the situation .. they said ok they will pick it up before the second month came in and another payment was due . We called plenty of times always an excuse no workers , they are super busy changing the dates .. so here comes the second month they charge her .. so I called and spoke to **** he then told me the whole team walked out on them that they have no workers ..he then promised my grandma will get her refund a month later and nothing so i call and speak to ****** who then proceeds to tell me she never knew anything about a refund ans refused to give my grandma a refun when ONE the merchandise was sitting at my grandmas house for almost one month a half waiting for it to be picked up . Then they are playing with my grandma saying they refunded her that she has to wait or that she has to wait for the manager and so on . This company is crazy .. they have disrespected my grandma laughing because she does not know good english making jokes etc .

  

  Business response

  05/29/2024

  ******,

  Thank you for bringing this to our attention. Our ********************* Team has had the opportunity to review your concerns and will be reaching out to you with a plan for resolution as soon as possible. Your customer service reference number is: HSC1264841.  If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started a lease for my refrigerator with this **mpany in 2/2022. Ive paid my lease off **mpletely so I do own it, however I do still pay monthly for the warranty which is drafted out of my ac**unt. This refrigerator started needing service only a few months into my lease. I reported the last service need approximately 4/13/24. The store manager, ****** set service with AAA **** Services. On 4/17/24 technician came out yet again(5+ times) to diagnose the same issue as the previous technician from different **mpanies. The ice maker needs repairs. Parts were on a back order(with no arrival time) this refrigerator is defective. The regional manager refuses to discuss this matter and states in way of ******.. he doesnt speak to customers. ****** explained that another store had a refrigerator, brand new.. that she can swap my current one out for. I agreed.. when delivery came my family and I noticed many **smetic damages. When we purchased our refrigerator it was new. I declined the damage refrigerator delivery. ****** also explained that she cant get the exact refrigerator I have and I have the option of basically agreeing to a refrigerator that is definitely not **mparable to what I purchased. I asked the process to take to be **mpensated and they can **me and get this defective one. She said she would asked the regional manager, *********************************, the next day she explained that the regional manager said hes not **mpensating me and hes never heard of such a thing as long as hes been with Aarons. I called the corporate offices and spoke to ****, she instructed me that 1) the regional manager should reach out to customers especially when its been requested repeatedly. 2.) The **nsumers should be **mpensated especially with so many repairs for the same issue and if the cant produce a similar item to replace the current one. Reaching out to the actual ** and Aarons club Im getting absolutely nowhere.. just a run around with an appliance thats not functioning

  

  Business response

  05/22/2024

  *******,
  
  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our internal records indicate that several attempts have been made by our Regional Manager to contact you in regards to your concerns but unfortunately, we were unable to reach you.  We kindly ask that you please return our call, so that we made further discuss a plan for resolution.  Your customer service reference number is: HSC1264200.   If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer response

  05/22/2024

   
  Complaint: 21724280
  
  I am rejecting this response because: I 
  Spoke to *************************************(5/20/24 @ 1:20pm)Regional Manager, he seemed rather upset and irritated that I contacted  The Missouri Attorney Generals Office and the BBB (Better Business Bureau)as I did contact both entities for assistance with this matter. He said he would have to end the call after those entities were mentioned. However before doing so he stated that I had an option to accept what they currently had available which is nothing comparable to what I have in terms of features(ice and water dispenser on the outside of the refrigerator) or size( what I paid for is approximately 28 cubic feet) theyre wanting to offer me and encouraging me to settle for a 22 cubic feet). The replacement refrigerators being offered are also lacking features that I paid for and are significantly lower in price than what I paid. He basically said either take whats being offered or wait  until something like I have becomes available (with no approximate date available). All calls are monitored when speaking to representatives from Aarons or at least that is whats said before conversations began. ************************************* stance is basically he holds high authority with Aarons and either I accept what he has to offer or I dont either way theres no other options. Since I contacted the entities stated above for assistance ************************ said that he was turning this over to Aarons legal department and disconnected the call. Again, it is stated by Aarons representative that all calls are monitored so I hope the phone records are obtained by Aarons corporate offices for truths regarding whats been happening  in its entirety of me trying to get this situation rectified. Im still without a fully functioning refrigerator although it is fully paid off and I continue to pay for the ***** club warranty each month. This has been a true nightmare and trying to come to a satisfactory resolution alone just isnt possible. Also, I like to mention I was told and agreed to have a refrigerator like mine delivered however on the date of delivery the refrigerator that was brought to my home was damaged cosmetically, there were several dings and scratches that I was not told about so I declined that delivery. When the guys were taken it off of the delivery vehicle it was dropped. There was no appliance straps used and the refrigerator nearly tipped over off of the dolly while trying to take it down our pathway to the delivery vehicle. I do have camera footage as well as a neighbor witnessing the course of events. I also discussed with the store manager, ******, why the delivery was declined when she returned yo work the following day. 

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

  

  Business response

  06/05/2024

  *******,

  Thank you for your feedback. Our records show that we have made several attempts to reach you regarding your concerns, but unfortunately, we have been unable to reach you. Please refer to the voicemail messages left on the phone number you provided. We are committed to resolving this issue promptly and efficiently, and we will continue our efforts to contact you.

  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. ↩