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Complaint Details
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Initial Complaint
10/24/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Two years ago I moved to ********* *******. I needed a bed and a washer and dryer. So I leased to buy from Aarons Rents. I paid off the bed during the first of 2021. In May 2021 I was given a pay off price on the Washer and Dryer and I paid it off.Today 23 Oct 21 a man came to the door. My grandson answered it and the man rudely told him that he has to give him 13 dollars. My grandson and my brother asked what for? The man said because the paper says so. My grandson called me and I talked with the man and he could provide no answers other than he was from Aaron Rents. I asked why since May when I paid it off had I not been contacted and he said we don't send bills.I checked my email and saw that the last payment due notice was 16 April 2021 which I paid in full in May.I told the man I would come to the store and discuss it there. He said he needed to be paid before he left. I instructed my grandson to close and lock the door. The man pushed my door **** so hard he broke it. This was discovered later.I arrived at the Store and a ************* presented herself as the manager. I asked her how I could owe 13 dollars when I paid it off in ******** why I had I not received a notice of payment. She said we do not do that. I showed her on my phone where in fact I had received notice of paymen. She retort was well we don't do that corporate does it. I asked why had corporate not sent me a notice, She said I tried calling you several times. I asked did you mail me a **** or send me an email. She said no I asked why had you not told me in May, June, July, August, September I owe money. She said we considered it paid up. I said it was paid in full. I asked was this for the lease or for a service charge or insurance ....she refused to answer Just says it doesn't tell me that, She then said I owed 23 dollars. I said the man at the door told me 13 dollars. I heard this something they do after you pay it off. They come to your door and ask for a small amount
Business response
10/29/2021
ReviewingBusiness response
11/01/2021
I spoke to the customer and apologized. The customer attempted to payout back in May of 2021 but a small $13 difference was left on the account. GM attempted to collect on the account when it came due. The customer was under the impression that the account was paid in full. This was a mistake made by Aaron's not taking the proper payout amount back in May. Customer was happy that I reach out to him, and he is coming back to do business with Aaron's in Crestview.
Initial Complaint
10/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've asked Aaron's on Adam's ****** numerous times to come pick up this expensive table that I no longer want. They refuse to work around my work schedule and they continue trying to charge my card for a table I no longer want and I canceled my EZ pay forever ago. They also keep lying and telling me that they will come out at a reasonable time for me but every time they are late and I am already gone for work. The people that answer the phones are nasty to me and don't offer any help. I just want this table gone at a reasonable hour and for them to stop trying to charge my cards against my will.Business response
10/29/2021
ReviewingBusiness response
11/09/2021
Thank you for reaching out to us. Our internal records indicate that the ********************* has reached out to the customer. We have reached a satisfactory resolution and the customer advised they were happy with it.Customer response
11/10/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
I never said I was happy with it. In fact, I wasn't even home during the pick up. You need to apologize for the way your associates handled the situation and how many times you tried to charge my card.Business response
11/16/2021
Thank you for reaching out to us. We are sorry to hear this experience has happened. Please call our customer service at **************** if you ever are in need of further assistance. Thank you in advance!Initial Complaint
10/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Pay for on the 1st got it on the 4th.stop working in one week.I just wanted them to come get it.and my money back.they said no refund.so they just took my money.I have bought 3 items from them in the past.Business response
10/26/2021
reviewingBusiness response
11/09/2021
Thank you for reaching out to us. Our internal records indicate that the ********************* has reached out to the customer. We have reached a satisfactory resolution and the customer advised they were happy with it.Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order that was not able to be delivered. The store owes $99.44 and have yet to refund it and it is now going on Nov. When I call the store I don't get any help regarding the remaining balance of my refundBusiness response
11/04/2021
Business Response /* (1000, 6, 2021/10/26) */ The regional manager spoke to Ms. ***** today and the issue has been resolved. If the ******** needs any additional assistance please don't hesitate to call our divisional office at XXX-XXX-XXXX. Thank you.Initial Complaint
10/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been putting in a request to get my wash machine fixed since January 2021 and continued to pay my **** but nobody has come. I told the company I was moving to ******* and I needed my wash machine fixed before I left and again no one has come. Since I've been here the Store mngr has promised me my wash machine will get fixed so I stop making payments. Several months later no one has come. It's just sitting in my home I'm not able to move it because I'm pregnant and it does not work. The store manager called me today very rude asking what's going on, demanding and unprofessional. He told me he has been trying to send somebody to fix my wash machine and then got caught in his lie saying oh I'll call them now if you get your payments up to date. It's a broken machine I've been requesting gets fixed. I'll put it over ************************************ picked upBusiness response
10/20/2021
ReviewingBusiness response
10/26/2021
Thank you for reaching out to us. We are sorry to hear you are having an issue at one of our stores. After review, our internal case notes suggest the customer never returned our calls or our vendor calls on this matter. Please reach reach back to us at your earliest convenience so we can help. Thank you in advance!Customer response
10/26/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not true I've contacted the store since AprilBusiness response
11/09/2021
Thank you for your reply. We understand your concerns. In good faith, we have attempted to contact the customer. If not already done, we request at this time for some flexibility and phone calls be return to us or the service provider we are working with. Thank you for understanding.Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order 2 bunk beds and one bed was delivered broken and the other was left at the store this is the 3rd time I have had a lease with Aarons and every time there is an issue with delivery. The customer service is terrible the delivery men sat outside my home conversing with each other instead of figuring out the issue that had occurred during delivery. When I got off of work I went to the local store and was told that pieces were token off of one bed to be placed on the broken bed and the broken bed can't be put together. I was also told that these beds always come in broken. Why is Aarons selling products that they know will be broken by the time it reaches their store or customer?Business response
11/01/2021
Business Response /* (1000, 6, 2021/10/20) */ ** spoke to the customer, the items arrived from ECOM order and upon unboxing, there were broken pieces, unfortunately, replacement parts/items are not available because they are out of stock, we have refunded the customer.Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had issues with the slates and framing of the bed almost going into 2 years. Both ****** and ******* have been aware of said issues. TEMPORARY replacement parts have been delivered to my home. Not once. Not twice, but three times. There has been excuse upon excuse about said parts unavailable. First it was due to pandemic. Then it was due to waiting on manufacturer. Now it's that the order has been placed, but won't be here until November 2021. They harass and have contacted me numerous times about my payment, but never about the issue at hand. The customer service I've received from them these past 4 months has been the worse and I REFUSE to continue going back and forth about this issue. Apparently the regional manager is also aware of issue. Has offered to pay off remaining portion of lease once I make a final payment to avoid write off. But how is that any fair?! Paying for something and closing on a lease for parts that ARE NOT in my possession and aren't to my standards?Business response
10/29/2021
reviewingBusiness response
11/02/2021
We have apologized to the customer for her inconvenience while we battle supply chain issues. More importantly, we reached a satisfactory solution with the customer.Initial Complaint
10/11/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
As a debtor, pursuant to 16 CFR *****, I am invoking my rights per my contract with Aaron's. Who pursuant to 16 cfr ***** is defined as a creditor, whom used my consumer credit contract for this financed sale. Pursuant to 15 usc 1692e(4) under false and misleading circumstances, I was led to believe my private property could be taken if alleged debt was not paid. On or around September 12th, I sent a debt validation letter to Aaron's about an alleged debt that they claimed I owed. According to 15 USC 1666(a)(B)i, I requested ALL and any documentary evidence that Aaron's had on file for said account to indeed prove that I owed the alleged debt. I never received any correspondence, failing to meet my demands and acquiescing to everything that the debt validation letter mentioned. However, a week later in their online system my agreement ***** was no longer listed and neither was my Aaron's membership #**********. The $3802.51 that I credited to the account was not applied to ANY debt.Business response
10/13/2021
Under ReviewBusiness response
10/20/2021
Thank you for reaching out to us. We are sorry to hear you are having an issue at one of our stores. After review, our internal case notes suggest the customer never returned our calls on this matter. Please reach reach back to us at your earliest convenience so we can help. Thank you in advance!Customer response
10/21/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
After sending the debt validation letters, Aaron's has not tried to contact me at all. I am best reached at my email address and I would love to reach an agreement in house to have my credits returned back to me in the form of a check.Business response
12/09/2021
Thank you for reaching out to us. We are sorry to hear this experience has happened. Our internal records indicate that the ********************* has tried to reach out to the customer multiple times without any success. If there are any questions, please return our calls with the number provided or contact our customer service department. Thank you.Customer response
12/10/2021
Complaint: 16280925
I am rejecting this response because:The original letter I sent for conditional acceptance and validation of the alleged debt to Aaron's was not sent back or responded to. Also, I have not gotten any missed calls or voicemails from Aarons. Afterwards, my agreement was deleted from the website which is admissible evidence and proof of claim for me to demand a refund of all that has been paid towards this agreement/consumer credit transaction. I know for a fact, that when my signature was placed on that agreement it became an instrument. I made it clear that all correspondence should be through the mail and not over the phone. I have attached my proof of claim, to show what I saw in the system about a week after sending off my letter. I am still requesting a refund or I will get the *** involved. Thank you.
Sincerely,
Mahogany ********Business response
01/06/2022
We are sorry this experience has happened and have tried to reach the customer to help resolve. At this time, we believe we have tried in good faith to reach the customer and have open dialogue. Customer is demanding communication only by letter which is not a requirement for assistance. At this time, the customer can contact our divisional ********************** at ************ if they have any further questions or need assistance. Thank you.Initial Complaint
10/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a living room set from ***** amid February, it was delivered at the end of February. A few weeks later my 8 year old was itching and their were buried on her but I thought it could be mosquito bites. I also changed my laundry detergent. Into April and may she had bites but never even thought he'd bugs since I had just purchased this for 3100 from *****'s. Wishing the three months right after I made my final payment I noticed my daughters arm was filled with bites. I got a flashlight and started going through the furniture from *****'s, it was filled with bed bugs, they were deep in the sectional, in the seams, under deep inside. I panicked and the 1st thing I did was purchase bed bug spray and powder also a handheld steamer. When I contact *****'s the man basically said it was my problem I didn't notice them before. One I am not a bed bug expert. I have never had bed bugs. I have been in my apartment for over 4 years and we had been home due to pandemic.. *****'s not helpingBusiness response
10/21/2021
Business Response /* (1000, 5, 2021/10/13) */ Thank you for reaching out to us. Our internal records indicate that the Divisional Management has reached out to the ********. We have reached a satisfactory resolution and in the process to have a 3** party inspect the residence. Appointment has been made. HSCXXXXXXXInitial Complaint
10/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a lease agreement with this company. The dryer stopped drying in March. I contacted them, they came to pick up the dryer and left a loaner dryer. I've called for months checking on my dryer to be told it's getting repaired but due to covid it's taking awhile. I recently called again last week to be told the store under new management because the old managers did a lot of shady things. That the old manager put it in as a permanent swap when it wasn't and now I stuck with a loaner dryer that works worse than the one to be repaired. My dryer is gone. I have tried to contact there corporate office I have been told I would be called back in 24 hours that was Thursday it's now Sunday. I paid near 1600 for a washer and dryer that doesn't work and no one will contact me from the company.Business response
10/21/2021
Business Response /* (1000, 5, 2021/10/13) */ Thank you for reaching out to us. Our internal records indicate that the Divisional Management has reached out to the ********. We have reached a satisfactory resolution and the ******** advised they were happy with it. HSCXXXXXXX
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Customer Complaints Summary
838 total complaints in the last 3 years.
228 complaints closed in the last 12 months.