ComplaintsforRent-A-Center, Inc.

Rent to Own Furniture

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Customer Complaint:

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Initial Complaint
05/02/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
May 1,2024 online ordered freezer 9pm May 2,2024 store contacts me saying I need to come in to complete my application and provide verification May 2,2024 asked to cancel contract and have money refunded because it would take 4 weeks to receive the freezer. Was then told I could do nothing until he received the freezer in the next 4 weeks. It says none of that on the website. Online the delivery date is May 10, 2024 which is the only reason I ordered it. The failure to maintain or have a properly functioning website is not the fault of customers. It is also very much false advertising to provide one thing online then say that's not the policy in store. Please see attached screenshots of it showing the freezer is in-store and nota special order item like they are telling me me only the difference can be seen in black and white and a few other colors.
Customer response
05/03/2024
Adding another picture that shows the item is not a special order like I'm being told. It says it's in stock
Business response
05/06/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (“BBB”) complaint.

We have contacted *** *******, and we are actively working on the resolution of the complaint. While we continue to resolve this matter, we respectfully request an additional 14 days for Rent-A-Center to receive the ordered product from the vendor in order to issue *** ******* a refund. Should *** ******* have any questions or concerns regarding her refund she may contact the store directly.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Customer response
05/06/2024
I am rejecting this response because: none of this was stated before ordering item the item clearly shows in store with a May 10, 2024 delivery date. I was also contacted by the store on May 3, 2024 saying that my refund was issued which now I know was a blanten lie.
Business response
05/07/2024
In the interest of resolving this matter expeditiously, the store manager has confirmed *** ********* refund was mailed via USPS on Monday, May 6, 2024. We respectfully request that *** ******* allows 5-7 business days for the check to be processed. *** ******* may contact the store directly with any additional questions or if they have not received the check within 7 business days.

Sincerely,

Rent-A-Center
Initial Complaint
04/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They took a ***** deposit for a window air conditioner from me before they asked me any questions about references employment birthday social security etc. when the criteria was not met they were rude to me raised their voice and hung up.
Business response
04/22/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

This Rent-A-Center customer rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, ******************* **** As a courtesy, RAC has sent a copy of the BBB complaint to the franchisee.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
04/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a purchase online at rent a center on park row in ********* for a laptop I was required to put a down payment then the process started with getting the computer I was texted and went through a lengthy process that spanned 2 and a half days mostly because lack of communication on their part I called customer service a few times to get a response so I was asked to turn send a copy of my check stubs lease agreement and id so they then didn't communicate so I had to call customer service again and the excuse was the phone is messed up I then was called and told they can't use my check stubs because I screenshoted them which I was told to do then about my lease agreement I am a college student who lives on campus and showed my digital file of my lease well it was a issue so fed up I told them just cancel my order I'll just buy one somewhere else i the manager then proceeded to tell me to come in I said no I'm good I want my order cancelled he still encouraged me to come in I did the chat on the rent a center website and they told me call store so a week later now I see in a email I haven't gotten refunded and they are still scheduling me to be charged I called and they said they would take care of it today I see they are still trying to charge me for a laptop I didn't receive a canceled
Business response
04/29/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted ************************, and we are actively working on the resolution of the complaint. Should ************************ have any questions or concerns; they may contact the store directly.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
04/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Grossly missreprentation and altering the lease agreement after purchasing products complaint.April 17, 2024, my spouse and I went online to take advantage of your 50% off furniture for the week of April *****. After we completed our online purchase, electronically signed the lease agreement and completed our initial payment, we were given access to print the this agreement or given access to link our ********** agreement number with our newly created online account. We immediately contacted RAC at ************ and their RAC agent stated she'd create a help ticket and someone would contact us within 48 hours. No one ever called us back. This is remains unresolved and we can't access our online account nor can we link our agreement number ********** with this account. We called the local store at ************ and spoke with ***** at ********* *****************************************************************************, and explained what happened. He stated it was because I had not been properly identified and asked me to provide my driver's License, social security card, a relative's and apt leasing agent contact numbers to proceed. ***** immediately emailed us an RAC lease agreement that did not reflect our original purchase ****************************** agreement. Nor did this lease agreement have or contract agreement number ********** on it anywhere, and this agreement had higher pricing than my original agreement that I electronically signed.(bait and switch) As an immediate resolution. I am requesting that RAC provide me with a corrected lease agreement as reflected on my original agreement number ********** effective immediately or cancel my agreement altogether for misrepresenting their online purchase prices for the week of April *****, 2024.
Business response
04/23/2024
**************************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.

Despite numerous attempts, our District Manager has been unable to reach **************************** to resolve the complaint. We request **************************** to return our communications should he have further issues.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Customer response
04/24/2024
I am rejecting this response because: *** false and misleading online advertisements for the week of April *****. The only reason I decided to purchase furniture from *** because they advertised online for 50% off and early lease buy out options But after I made my purchase online with agreement number ********** it took me to a docusign page where I electronically signed my name but then the *** web site would not allow me to do two things:
1. print out my original lease agreement
2. link my new lease purchase agreement number ********** to my sign up page
This was an immediate red flag for me so I called the online *** at ************ to report the webpage issue not allowing me to print our my newly lease purchase contract or link my agreement number to my newly created online *** account. The *** agent stated she create a help ticket and have someone call me back. No one called back, so I called the local *** at ************ and spoke to ****. He said that the reason why I wasn't able to print my lease purchase contract out online was because he needed to verify my credentials and after I provide a copy of my DL and Social Security Card, ***** immediately emailed a lease purchase contract via docusign asking me to sign it. 3rd red flag. I stated I'd already signed my original online and I didn't agree with the email lease purchase agreement which had inflated prices and to cancel this agreement and refund my money.
Customer response
04/24/2024
I am requesting a full refund of cancellation of this purchase agreement. No furniture was ever received from RAC and will not be excepted under their false, misleading advertisement. RAC never provided me with a copy of the original DocuSign lease purchase agreement I signed online on 4/17/2024 per my request, nor have I taken possession of any furniture from RAC to date, 4/24/2024, nor will I accept it in the future.
I was not able to upload documents via this site but emailed to BBB with my complaint number to assign to this complaint.
As a resolution I am requesting that RAC refund my money they excepted thereafter refusing to provide me with my original lease purchase agreement. I further explained that their website was false and misleading, and they should not use bait and switch tactics with their lease agreement customers.
Customer response
04/24/2024
RAC never provided me a copy of the lease agreement I signed electronically via docusign nor would RAC websit allow me to print it out instead I was forced to call RAcC locally to request a copy of what I just signed online but received a new and completely different lease purchase agreement with inflated prices and was asked to sign that one. I refused and requested a refund for RAC bait and switch tactics used on Seniors.
Business response
04/24/2024
This is Rent-A-Center's second response to ******************************** complaint. As previously stated, we encourage **************************** to return the store's communications. All matters have been addressed and we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Customer response
04/24/2024
I am rejecting this response because: RAC wont answered my emails to get their responses in writing, nor provide me a copy of my original lease agreement per my request or answer why RAC created a new lease purchase agreement with inflated pricing and askedme to sign it. It's a bait and switch technique used on seniors. Nor have they refunded my $10 to date. This is unresolved.
Business response
05/15/2024
This is Rent-A-Center's third response to ******************************** complaint. We kindly encourage **************************** to return the store's communications to further address his concerns, as we have already attempted contact multiple times.

All matters have been addressed and we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Customer response
05/16/2024
I am rejecting this response because my transaction was completed online, and the payment of $10 was subtracted from my bank account when I signed the original contract online and the local employee tried to get me to sign his contract via email which was a different one and I refused. Being a disabled senior I would not feel comfortable or safe going to that local store to do what, repeat what I just said? They know what they did. I have it black and white. They're crooks and I am not going to call ***** mobility to pick me up and pay $5 to drive me there and another $5 to bring me back home, for what? They did what they did and got caught when I told them I was not going to sign another lease agreement because it wasn't one original agreement I signed online. I RAC because I couldn't print it out online so RAC offer to send me a copy but it wasn't the original one that was signed online but a much higher priced lease agreement and I refused to sign it, because this agreement was altered and didn't reflect the original agreement ch as ged amounts. They got caught.
Business response
05/16/2024
This is Rent-A-Center's fourth response to ******************************** complaint. As previously stated, **************************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law. Our District Manager has attempted to reach **************************** by telephone to resolve the complaint. We kindly encourage **************************** to return the store's communications to further address his concerns. He is not required to visit the store in person at this time, we are simply encouraging him to contact our District Manager back.

All matters have been addressed and we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought Sectional, Dinning room table 2yrs ago was going back and forth with 3 managers at the location, that location must of change manager weekly. well my sectional needed repair and i requested it numerous times and always said we will call you when appoint is set. never did last payment on account was ****** and before i made the payment i was asking him when the people were coming to repair my sofa and check my table. they never showed and than put my account on skip. i never skipped on account always made payments. And the reason i found out account was on skip was because i went to the store on 4/05/2024 and was told that i was a skip so i could get the bunk bed. i was very frustrated cause i made all my payments and this is how company treats people that pay.
Business response
04/29/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted ******* and reached a resolution to the complaint.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
04/18/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had rent a center workers in the past week continuously harass my home and neighbors by coming all hours of the day and knocking on doors and windows of my home. I walked to the convenience store around the corner of my house and a rent center worker stopped to question me about my account in such an unprofessional manner. I let that worker know I had already spoken to a manager and had arranged a date to having my account up to date. I want the harassment to stop because I am now looking to *** for harassment charges.
Business response
04/22/2024
***************************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.

Rent-A-Center denies any allegations of harassing *****************************. Nonetheless, per their request, we have placed a do-not-contact order on ***************************** account. *********************** note, we are still permitted to contact ***************************** for purposes of scheduling pick up of our property. As such, we consider this complaint closed.

Respectfully,

Rent-A-Center, Inc.
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Call store to make a payment two gentleman where on the phone playing around being very unprofessional they did not know how to upload the proper screen to accept my payment over the phone they kept hanging up on me then when I asked to speak to a manager he said she was off today then later said I am the manager they charged my credit card over 400$ but did not apply the amount to my account so I later called the Neptune store that I did business with in the past and spoke to ***** who is wonderful she told me the store manager for Perth amboy is ****** who never called me back to follow up on what happened I did call cooperate and still havent heard anything back
Business response
04/19/2024
**************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.

Our District Manager has reviewed the payment history on Ms. ******** account and confirm our system does not show any processed payment. In order to proceed with an investigation to address Ms. ******** allegations, we will require her to provide us further supporting documentation.

Until RAC receives a bank statement demonstrating the payment as processed and received, we are unable to proceed further with this investigation.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I used Acceptance NOw/Rent-A-Center to purchase furniture for my home. The account number is *******. I have requested them to take the furniture back several times, and they keep harassing me about paying for the furniture I told them to take back months ago. I was told that they were having a hard time getting someone to pick my furniture up. I told them they needed to pick it up in writing several times. They keep harassing me about paying off the account when I told them they were supposed to pick up the furniture in January. It is now April, almost May, and they keep trying to negotiate a price for me to pay when I have already told them to come and pick up the furniture, and they are flat-out refusing at this point.
Business response
04/26/2024
**************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.

Despite numerous attempts, our District Manager has been unable to reach **************** to resolve the complaint. We request **************** to return our communications should she have further issues.

Given the facts as stated, we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Customer response
04/26/2024
I am rejecting this response because: in the messages that I sent you can see that they were able to reach me and I responded and they did not respond to me.
Business response
04/26/2024
**************** has previously submitted complaints to the Better Business Bureau (BBB) alleging similar accusations against Rent-A-Center (Case #********). Upon receiving the first complaint, we attempted to reach **************** and request that she return our communications. Furthermore, we will not be responding to any duplicate allegations. As such, we consider this complaint closed.

Respectfully,
Rent-A-Center, Inc.
Customer response
04/26/2024
I am rejecting this response because:
Business response
05/16/2024
Rent-A-Center apologizes for the confusion. Upon receiving the first complaint, we attempted to reach **************** and request that she return our communications. We have since attempted again as recent as May 15, 2024, and still have not been able to reach ****************. Should **************** have further concerns, we request she contact her local store.

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
04/17/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Im extremely frustrated with RAC AND their collections tactics. Despite my history of paying off multiple items, they're harassing me with phone calls and home visits. Theyll call the day a payment is due. They bang on my door the day of mere days after a payment due date, contrary to their policy of waiting a week. To make matters worse, they knocked on my door at 9 am, an hour before they even open, showing no regard for their own schedule. When I try to work with them on payment arrangements, they act like they're unable to accommodate me, despite my proven track record of paying off every item I've ever had with them. Their communication is disorganized and unresponsive, sending me in circles and failing to follow through on promises. As a loyal customer, I expect better treatment and respect for their own policies. Theyre also adding unnamed fees onto my account. I wont be coming back to RAC after paying off these items. This location is *********** in ******.
Business response
04/22/2024
************ entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.

Despite numerous attempts, our District Manager has been unable to reach ************ to resolve the complaint. We request him to return our communications should he have further issues.

Given the facts as stated, we consider this matter closed.

Respectfully,

Rent-A-Center, Inc.
Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a refrigerator online and signed a contract then was called stating the store wouldn't let me buy it,the manager found me a different one and had it delivered and it was damaged, scratched and dented so I called and was told the manager would find me a different one,I woke up this morning and all of my food was spoiled,I called customer service and was given a terrible attitude,the store exchanged the refrigerator again but it's very small,missing shelves and not near comparable to what I ordered I called to speak to the store manager and not only was a baby crying in the background were I can hardly hear but she had a terrible attitude and stated she would rather part ways because I was asking for something that's decent and was asking why is everyone being so rude that I speak to from the company..it's horrible I lost all of my food and paid for a product to get treated poorly ,I've been requesting to speak to a district manager and no avail as of yet
Business response
04/19/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted **************** and reached a resolution to the complaint.

Given the facts as stated, we consider this matter closed.

Respectfully,

Rent-A-Center, Inc.

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