ComplaintsforAmerican Rental Home Furnishings

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started with American rental with a freezer and paid it off in full. I then started to rent a TV and PS5. One time the payment didn't go through and I got messages from them threatening legal charges against me. I wasn't even a day late. I had to clock out of work early to pay them. Costing me wages. After I lost my job I called the store and spoke to *********. I told her I lost my job and could only pay once a month due to me being disabled. A month later I got a charge on my card. I thought everything was fine, because I told ******************** lost my job. 2 weeks later and I get a call my payment didn't clear. They explained that it was only for 2 weeks. I told them again I only get paid once month. And I will pay what I owe on the 3rd. Nope that doesn't work for them. That was yesterday. Today I got a guy show up and threatening to press federal charges against me. I'M 1 DAY LATE! Now we need to get this straightened out because this is not how you run a business. I'm willing to pay, but they need to quit acting like this. I'm 1 day late.

  

  Business response

  04/24/2023

  Hello ***,
  
  Thank you for reaching out to us, weve been looking into this to give you an accurate response. I have looked into your account and see the store does have you on track to make payments on the 3rd, the next being May 3rd. It appears that on February 3rd you made a payment to take you out a month to March 3rd, and then a full month March 3rd to April 3rd. There was a payment since for a 2 week payment, but the store has bumped your date to be on May 3rd,for a normal monthly payment, as youve requested. It is always our goal to accommodate you and make ownership as easy as possible. Again, we love working with you and if you need anything else please call us at ************.

  Customer response

  04/25/2023

  Better Business Bureau:

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

  On another note as their records shows I was making payments once a month on the 3rd. I paid 1 month in February, and March on the 3rd of those months. Then in April I got charged only for 2 weeks instead of a month. ********* the store manager said I only paid every 2 weeks, and I have never paid monthly. She first refused to work with me even though it was all due to her error. It took all of this to get her to work with me.

   

  I now refuse to talk to ********* anymore. As she has proven she lies, and refuses to work with some people.
  
  
  

  Regards,

  *****************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Disclaimer: Not a complaint!Hi! I have been trying to get a refund for my recent purchase (April 12, 2023) for a ******* electric stove. I did not realize it was not in stock at the store I chose until I went down there for the rental agreement papers (I ordered online) and they told me it would be a month to get that exact stove. I simply cannot wait a month to receive it as I do not have one. I am requesting an order cancelation and a full refund on the order. The order ID is 502. Thanks!

  

  Business response

  04/24/2023

  Thank you for reaching out! We can most definitely process that refund for you. You will receive an email tomorrow with the refunded invoice. We do change inventory often so if you're every in need in the future we offer same day free delivery. Have a wonderful day!

  Customer response

  04/25/2023

  Better Business Bureau:

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

  Regards,

  *******************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent a TV living room furniture and I moved and they are called them they come made my furniture from my old place to my new place and i when and rented a refrigerator and put the down payment on so they delivered it but mess the doors up trying to get it in so they take it back to the rental place and I try to give him back out and they said I had to have a lease agreement and I haven't had them before they were in there so they kept my down payment so they can't get back and so I'm out of refrigerator and down payment and every time I go in the store to ***************** payment the hall and we moved your furniture up here and we didn't and they moved it up here. But they keep my down payment on my refrigerator it won't let me have refrigerator are at my **** payment back. . They said they got a,call saying we can be where we live even the landlord trying talking to them **** at the kingsport store told the landlord to shut up he didn't want to hear his mouth . **** and the other guy who is the so called boss who sit at the table with his wife and kid he brings you work every day is rude and has nothing but bad thing to say to and about ppl. I need something done about the ************** store. Thanks , *********************.

  Customer response

  03/04/2023

  I need my refund and they need better employment 

  

  Business response

  03/06/2023

  Hi ****,

  
  Thank you for taking the time to reach out. As to the payment on your previous refrigerator, wed be more than happy to refund the initial payment you made on the fridge since you never got to use it. If youd like to call us at ************ or come into the store so we can process that refund for you. We can also continue to work to find a refrigerator that works in your space if needed.

  
  When we went to deliver the refrigerator,we were asked to leave the fridge on the porch. We do install everything we deliver to ensure quality, safety, and completion of delivery to the customer. While out there we were told that the customer did not have the lease on the residence. We do try and keep up-to-date and accurate information on our customers and so we reached out to the landlord to verify the information we were given. This is something we can do and utilize from time to time. If you have anymore questions we ask you please give us a call at your convenience.

   

  Thank You Very Much!

  Customer response

  03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  No the business hasn't responded at but one they called today threaten to pick my furniture up. And I have already paid on it . But I would like a refund on my refrigerator I never got from them or my down payment back. Also I would like to know why they started acted mean to me

  
  Regards,
  
  *********************

  
  

  

  Business response

  03/07/2023

  Hi ****,
  
  At your convenience please come into the store or call us and we can get the refund squared away for you. We appreciate your business and want to get this settled for you as quickly as possible. We never want to come across as anything but caring so we apologize if we didnt meet that expectation.Again, at your convenience, call us and we will get the refund on the refrigerator complete. Thank you and have a wonderful day.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started paying payments on a Ps5 at the Greencastle American rental October 30th 2022. Just a day after getting my Ps5 the **** port started having issues I took it in and they sent it off to get it fixed. They gave me a loaner that had the same issue. Its now almost February and I only got to use my Ps5 1 time to set it up and they still dont know when my Ps5 will be fixed.

  

  Business response

  02/01/2023

  We are sorry you are experiencing this problem. It is always our want to get you an item without flaw, but sometimes issues occur. That being said, we have reached out to the said customer and have worked with them to get them a new PS5 with good HDMI ports. If they experience any further issues, we ask that they reach out to us again at ************.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am upset cause I went in to pay a bill and we were behind and I told the clerk that all I could pay was 250 and she told me that if I paid 257 that I would be caught up to 1-23-23 which was the date I went in. Then she proceeded to ask if I would be making another payment and if I wanted to make it Friday or the following Monday never once saying that I would be charged a late fee for paying it on Monday. So I called today to make a payment and informed that I am still behind on my payments and that I needed to make double payments on a couple items to get me up to date and that I was charged a late fee on my current weekly bill because I am paying it today which again was never informed if I paid it today that it would be considered late or I would have paid it on Friday to avoid that fee. So I am trying to figure how its okay to tell someone they are all caught up but then the following week tell me that I am behind and I need to make more payments to be caught up. This is location in Richmond *******

  

  Business response

  02/01/2023

  To resolve this, we had our District Manager, who oversees that location, contact the customer and work to come to a resolution on the account. The customer is a long-time customer, in great standing and we want to work to make sure the account is current. The DM will be bumping up the account due dates and making sure it is current and back on track.Hopefully this resolves the issue and we ask that the customer reach out to us if there are any further issues.  Thank you!

• Initial Complaint

  12/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our insurance used American furniture rentals to provide furniture for the rental home we are in.Back story we are a family of 8 who ************* in ********* and moved to VA as there was no housing which could accommodate my entire family while our home was being repaired.We were provided furniture through no selection of our own American furniture rentals. The quality of the furniture provided was very low. The beds were hard, and dirty looking , the box springs had no backing , the furniture was scratched up.We elected to purchase ********************** as the beds were very uncomfortable and there was not enough room in the couches they provided for the entire family. When we advised them to come and get the furniture they did so bringing only two men. Each man was in a certain area of the home. They did not help each other as they should have causing damage to our hard wood floors as a result of dragging furniture across the floors and down the stairs. They were shown the damage with they attempted to try and repair but you cant repair scratches and missing pieces in the wood flooring. I asked the guy whats next about fixing the floors as we do not own the home. He advised me someone will call me. I asked for an inventory list of what they took or some kind of paperwork to my surprise was not provided. Two months went by and there was no word from then about the damage they caused. I called CRS who hired them and advised what happen to my surprise it was never reported.Once we get the vendors the photos showing their guys attempting to fix the damage they had caused they said its not too big of a scratch but they have not agreed to fix the floor. This happened in September 22, its now about to be the first of 2023 and I have yet to get anything back from them. We dont have the kind of money they are asking to fix these floors and yet no response from this vendor. I need them to own their mistake and stop delaying and get this resolved.

  

  Business response

  01/09/2023

  Hello, wed love to help get this all resolved for you. We have some questions on our end to make sure we address the issue as correctly as possible.First off, we are American Rental Home Furnishings based out of *******, with one store operating in ************************, **. We wanted to make sure you have the correct business as well as to make sure we have the correct ****************.We rent furniture out in-store, or through online purchases, but dont use a third-party to put rental furniture into homes.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The employee ****** at the *********** ** branch has been nothing but unprofessional and rude on multiple occasions and Im tired of it. I cant get ahold of anyone from corporate and Im at my wits end. She calls and threatens to come pick up a product that we are making payments on THE *** THE PAYMENT IS DUE because I havent gotten the time to come up there yet (it was 12 noon when she done this today) shes taken our payments not once but twice and put them on someone elses account and has also called and harassed from her personal phone number after business hours when we fell on a hard time and was a payment behind. Shes nothing but unprofessional and refuses to tell me her last name so I dont even know if her first name is actually ****** or not. This has been going on for the past two months. We make biweekly payments and she will call everyday before the payment is due threatening us and harassing us. She has laughed in my face when I called to apologize for the late payment when we did get behind and said well if you need a job that bad come work for me no thank you.

  

  Business response

  09/02/2022

  We do strive to be as professional and courteous as possible with every customer we interact with. We held that same standard for the individual leaving the complaint and would like to clarify a few points. The individual filing this complaint is not currently a customer of ours, nor do we call them since theyre not listed as a co-renter on the account, we call the account holder. The account belongs to her husband who since March of 2022 has been renting a bike from us. In that span of time the account holder ran behind 8 times, and it is our policy to contact a customer to let them know their payment is due. This is not a form of harassment, but rather us attempting to get the customer back on track and move them towards ownership.
  

  I spoke with the manager of the store, and she did clarify that once, not twice, an incorrect payment was taken. The account holder came into the store and gave his name to the manager.The manager had two people of the same name, renting similar items, on her system and she did make the mistake of charging the wrong account. This was quickly remedied by the manager and when the customer called to ask about it,she gave them a free week on their account to apologize for her honest mistake.The manager has since made sure to ask those individuals of their last name, so this wont happen again.  

  The customer has chosen to pay bi-weekly, what has happened in certain instances is theyve made partial payments, thus moving their due date an incomplete two weeks. They then wait two weeks and make another payment which has them behind. The manager at the store has made them aware of this and has frequently offered to help them get the account back on track. When the account manager calls its only because the account is due, we do not call on an account not yet due.
  

  Whenever we call a customer,it is not from a personal phone. We have a third-party texting service we use to send customers payment links and to let them know their account is due. If we call, we call from the store phone. We do this to avoid having customers information on our personal phones. Additionally, our store hours do change day-to-day.We close at the earliest 5pm on Wednesdays and Saturdays, and at the latest 7pm on Mondays and Fridays. So, throughout the week our business hours do change, and we can call customers at different times because of this. We have this staggered schedule to make it as easy as possible for customers to make their payments given their busy schedules.
  The manager did offer the husband a job as well. It was said in *******, as the husband was in the job market and came into the store saying this. We are always looking for new employees and believe our customers can be great additions to our team.

  
  Additionally, our DM over that location has called the customer and talked with them. At that time the customer said they are happy. The DM assured them that if any other problems arise to reach out to him. We hope going forward we can continue to provide the best service possible and maintain a great customer relationship.

  Customer response

  09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  

  
  

  The manager of the *********** location called me, not the DM, who is a man, did not. And I have phone records of being called from a ********** area code number, answering it and it be ****** FROM AMERICAN RENTAL. I had talked to ******(manager) the other day and was told she was sorry for ******* behavior and she had talked to her and sorted it out and she apologized for ****** CALLING THE *** OF DUE THREATENING TO TAKE MERCHANDISE. And they do call my phone, repeatedly. I have phone records to prove that as well. I was initially fine after I submitted this and ****** had called to apologize for ******* behavior but after seeing the response Im not happy since none of that was what me and ****** talked about. It was true being called from a personal number, got an apology for that, got an apology for the fact she called the date of due and was saying she was coming to pick up, and she apologized because it YOUR SYSTEM it needed to be fixed about our biweekly payments because she couldnt fix it, it was an UPPER MANAGEMENT issue. So fix it. My husbands name may be on that account, but when I get calls saying this that and the other, Im going to involve myself. Dont call my phone then. 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was renting from American rentals in ************************ ** and I returned my items because they wouldnt work with me on payments and I about had it paid off and I tried to go back to them but they said I have to pay 200 dollars to go back and I dont think thats true if you returned furniture you shouldnt owe them nothing and are allowed to go back to them if you want to they claimed the furniture was damaged and it was not at all I feel they should owe me some money back or so much off items to make it right with me

  

  Business response

  07/13/2022

  On July 12, in response to learning of the customers complaint,District Manager ******************* contacted ********************.
  
  ******************** didnt understand why he owed money and assumed he owed money for damages. *************** explained to ******************** and he now understands where the $200 is coming from. This is back rent owed at the time product was picked up. This is for time and use of the product that had not been paid for.
  
  *************** explained to him that we understand that wear and tear will happen on an upholstery piece. There is no damage fee on this product.
  
  *************** also explained to him that if he paid the back rent owed that we would find him another washer/dryer set and will start him off where he left off. We would start his balance where it was when we picked up the product.
  
  ******************** stated that he understood and liked that we would do that on the washer/dryer. He trying to come up with the $200 and start again on a washer/dryer next month.

  Customer response

  07/18/2022

  Better Business Bureau:

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

  Regards,

  *****************************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thus store manager and district manager in *********** ******** keep sending thier employees over to harrass my business, they block my truck from docking and then argue with me everytime. Now they are calling my home office with lies almost everyday and threatening to do ****** reviews on me because I need the back dock of my building clear, I contact there office and get no response besides fro t he dm who is causing the isssues.

  

  Business response

  04/27/2022

  The manager of the Dollar General next to our store is upset because of where we park our truck.  Its parked there for the safety and security of our store manager when they exit our building.  We have repeatedly told the Dollar General manager that we are willing to move it if theres ever a problem with one of their delivery trucks wanting more room to navigate, and move it back afterwards.

  
  Our employees have gone into his store to get snacks or drinks, but have never harassed anyone there.

  
  The manager of Dollar General has been extremely unprofessional and continues to escalate the situation.  He has posted unfavorable ****** Reviews, and several more have appeared in quick succession (hours from his post), and has now submitted this complaint.

  
  Since he is unwilling to compromise, we did contact his Regional Director in order to resolve this situation so that we can move forward.  A meeting is set for 4-27-22 with him, his Regional Director and our personnel.  Hopefully this will be the end of the problems.  We have never had problems with any previous managers at that Dollar General store.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 10 i purchased living room sectional tables and lamps paid cash but when it arrived following monday tables didnt fit due to small space i immediately returned same day for refund but manager wouldnt give me a copy of refund due said she couldnt. I never recieved a refund and ive spoke with corporate and was told a check was issued and sent out the following day and i have still not recieved a check or refund of any amount and seems like im being given the runaround specially since i was never given any copy of anything for the return or refund except a written statement from store manager. None of this sits well with me . I paid in full up front but yet im made to wait until god knows when and hope i even get a refund the refund amount is over $400 please help me

  

  Business response

  03/25/2022

  The delivery to ****************** was done on Tuesday, March 15.  The refund was approved by the District Manager and our Auditor the same day, when it was discovered that the tables wouldnt fit.  It was then sent to Accounting,again on the same day (Tuesday, March 15).
  
  This customer was offered a copy of the refund request. The District Manager offered her all the email correspondence documenting her refund.  She was told the refund takes **** days.  The customer has called the District Manager three times. He has called her twice.
  
  The District Manager called our ********************* on March 21 inquiring about the refund to make sure it had been processed.  It had.
  
  The check was delivered by **** to the local store on Tuesday, March 22, and was given to the customer.

  Customer response

  03/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ my response is, although i recieved a refund finally, I absolutely was never offered a copy of refund statement nor was i given one by email or any other form. I was also NOT told it would take **** days the district manager told me the check was infact issued on the 15th and would be mail directly to my home address per my request. Business took its time and made a simple return the most inconvenient it possibly could for me. I do agree that this matter is complete though i will not be doing business with American rental any further. Also like to see emails corresponding to the refund that they supposedly sent please! If one was sent they should have proof of it and the date it was sent !!!! 
  
  *****************************
  

*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. ↩