Business Profile

Rent to Own Furniture

Rent-A-Center, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

This profile includes complaints for Rent-A-Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,677 total complaints in the last 3 years.
532 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:09/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The store manager of *************** , ********, ** location is completely unprofessional/bias.I placed my order.Sent all the required docs.Signed the paperwork,made payment.I was told delivery yesterday betwn 1-3pm.Never came,never called.I called 3:26 pm.Was told items were at ********** SC store.I said yes I was told that 2 days ago, this morning when I called to confirm delivery.I was told they were going to pick up there,bring to my home.This worker said they will swap it out for a basic set at their own store.I said I did not purchase a basic set but actually a high end set.He said we will call you back,hung up.I waited 30 mins,called back.The manager answered this time.He said I needed to calm down as soon as I said my name.I was calm.He said he needed to verify my documents since I am disabled and make sure it was true.That he was going to verify the h*** out of you! I said what are you speaking about. I sent all my documents to customer service directly,signed my contract,did payment.He said I dont have to hve you as a customer.I was so confused,I didnt understand why I was being spoken to this way or who this man that he was to speak to me this way.He told me to call, complain abt online service, Again I said that has nothing to do with what you are saying.I am just trying to see when my washer dryer set is being delivered. He hung ***** I sent a text to ***********.No response.I called customer service, spoke w/*****.I explained what happened.She advised she was creating a ticket to escalate to District Manager, she was going to call the store to find out about my delivery.When she came back she advised me that the same person I spoke with at the store,she did as well, he told her her cancelled my contract.That my payment would be refunded in a few days.That the district manager would call me within 24 to 48 hours. That I CAN NOT go to the Darlington store to make my purchase. He is holds some sort of weird bias against people with disabilities.
Business Response
Date: 09/12/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

Upon receipt of the complaint, RAC investigated Ms. ******** claims and found that her conduct with our employees had prevented them from reaching a resolution. Furthermore, we confirm the request for a refund was submitted on Monday, September 9, 2024. We respectfully request that Ms. ****** allows 5-7 business days for the refund to be processed. Ms. ****** may contact the store directly with any additional questions or if he has not received the refund within 7 business days.

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

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
Date:09/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attached conversation with stores manager and contract , payment made so far without the payment made directly to ******** is fair for me to retain ownership of the brand new equipment I paid for ( need full statement from store of all payment made )
Business Response
Date: 09/10/2024
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, *********************** - Retail Services MD, LP.

As a courtesy, *** 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.
Customer Answer
Date: 09/10/2024
I am rejecting this response because: Payment was made through Rent a center portal
Business Response
Date: 09/11/2024
This is Rent-A-Center's second response to Ms. ***** complaint. As previously stated, Ms. ***** rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, *********************** - Retail Services MD, LP.

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

Respectfully,
Rent-A-Center, Inc.
Customer Answer
Date: 09/11/2024
I am rejecting this response because:
franchisee hasnt reply to this complaint yet
Customer Answer
Date: 09/18/2024
I am the one that attached this email thread( I am following up 8 days later but still no reply from business
Initial Complaint
Date:09/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/21/2024, I went to Purple Horseshoe (DBA Rent A Center), and purchased on a rent to own contract a used 12 Hybrid Euro top queen mattress in a box with box spring and rails I also purchase the optional liability damage waiver when the bed was brought to my home they did not have all the parts to put the bed together so they read it together by drilling holes and adding screws that did not come with the product. When the bed broke on me while I was laying on it I contacted Rent-A-Center and they refused to honor the liability damage waiver they refused to replace and or fix the bed and told me that they weren't responsible. To this point I have not missed any payments and continue to honor my contractual agreement to purchase this bed. Sent a representative of Rent-A-Center came and put this product together in my home using inferior products and improper connection equipment it is their responsibility to replace this item with a new item or an item of equal value which they refuse to do. My calls have went unsuccessful to them. They are refusing to honor a signed agreement.
Business Response
Date: 09/10/2024
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
Date:09/07/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rent a center tried entering my home without permission for a tv, called me a *****, dumb a** *****, threatened my children, took pictures of my license plates and continued to stay in front of my house for 40 minutes. I have all recordings on ring camera and cell phone Rent a center **********
Business Response
Date: 09/10/2024
******************** 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 her 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
Date:09/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a refrigerator from Get it now and it stopped working. They sent a repair man out who said he couldnt do anything and that it needed to be replaced. After contacting Whirlpool, who sent Get It Now a credit to replace my refrigerator, Get It Now has been doing everything to NOT replace my refrigerator. The Menager refuses to get on the phone and employees have even hung up the phone on me. As a consequence my children and I have been without a refrigerator for 3 weeks and this matter is still not resolved as of 8-7-2024. I simply would like my refrigerator replaced immediately.
Business Response
Date: 09/11/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted Ms. ***** and reached a resolution to the complaint. Should Ms. ***** have any questions or concerns regarding her delivery, she may contact the store directly.

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

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
Date:09/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I first received my bed set just mattress and mattress on 7/05/2024 . Two days later this thing brakes on one side the wood frame part was coming out rather then staying in word. I called to the *** shop (****** Ave) to inform them of this issue, but not before I confirmed with a *** I spoke to on like thru chat that I was most definitely eligible for an exchange so after explaining this to the shop I was told they would send someone out to see if this can be fixed. Guy come with not the right tools or screws whatever it was that he needed to fix the bed he ended up using one of our screws and it was still not the right one. since then both ends on the one side is broken now so I call back up to the store I tell them the issue I was even able to provide them with a model number for the exchange I wanted they confirmed they had it and would send me the new rental agreement. and they said I would see them on Tuesday 9/3. never got the agreement never seen them on that Tuesday so we call once again and ask what the hold up was they had no idea what we were talking about said they would have to call us back...still waiting on that call. Since day two of having this item *** has done nothing to accommodate me for this I'm willing to simply exchange this I went outta my way to provide them the model number for the new item I'd rather have and this just keeps getting put on the back burner . I've been told I need to get my payment caught up so I do and call them still nothing gets done I get told I will get a call back and still no one calls I have been continuously paying 50 bucks a week since 7/05/2024 on a broken bed they cant even make right? So I will not make another payment until we can come to some type of understanding on this the lack of customer service is insane my payments aren't always on time I admit but it gets paid and then they call my job!!! My boss to be exact regarding this!?? That's a huge NO NO I would like to be contacted.
Business Response
Date: 09/11/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

We have contacted Ms. ********* and reached a resolution to the complaint. Should Ms. ********* have further concerns; we request her to contact the store directly.

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

Respectfully,
Rent-A-Center, Inc.
Initial Complaint
Date:09/05/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I don't appreciate how I see you guys have a product exchange thing on your website where we can change product for a different product and I get told now just because they're past due because I've been telling them to come pick the PS5 up over almost a week ago and they haven't even scheduled that now I want to pick up the TV to exchange it for a laptop and I won't do it so now they can pick up both and I tried to switch to another rent-a-center and I'm getting told oh I can't do that but I know a lot of people I'm friends with that live in the ****** area or the ******* area that rent through governor renaissance I know people that are out of state that read through gouverneur rent a center so if they can rent from the gouverneur rent a center why can't I rent from another and started living in ******* maybe This is why I'm going to errands because you guys customer service is disrespectful oh and then they tell me how you can get a lap up you gotta put money down but yeah although a little app doesn't have back through them I didn't have to put money down so why is it all of a sudden I do what I'm trying to do the product exchange thing. Their call center is very rude they say they can't find my complaint about governors social media manager saying he can go log into my account at the ************* and the district manager never called back about that and now they're saying well I gotta wait for him to call back about this issue with the potsdam store and they were refusing to send it to someone higher
Business Response
Date: 09/10/2024
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.
Customer Answer
Date: 09/10/2024
I have reviewed the business response and accept this resolution. they were very nice to me
Initial Complaint
Date:09/05/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June 2024, I applied online for an a King ***** ********* Frame. They sent me the agreement which I signed. I made my first payment of $80.00. I advised that I get paid on Wednesday Evenings. The saturday after my furniture was delivered, I got a notification that they attempted to charge my card. I attempted to log into my online account, and it basically showed that I didnt have any agreement with them. I was unable to make my payment through the online portal. I called and was told that since my account was two days past due, I would need to make a payment before they could help me get logged in. They proceeded to collect my card information over speakerphone in their store. I advised that I was not going to keep making payments over the phone, I needed access to my online account. They advised that they would get it fixed now that my payment was made. July came, I still kept having to check my account to see if they attempted a payment so I could call in and make one since I had no access to view my agreement, due dates, payment history, or anything. They refused to allow me to view my remaining balance, update my personal information, update my automatic payment information, or even have access to make an online payment without calling. In August, I finally contacted customer service who submitted a ticket because, at this point, I had paid over $400 and had no record of any payments, active agreements, or my remaining balance. I made a payment on August 15th, and I advised them once again until I have access to view that they are actually applying payment towards my balance, I would not make any more payment over the phone. On September 3, I contacted them to attempt to make yet another payment over the phone, and they advised that I have been late with every payment, and they would need to come get the furniture. They still did not restore my access to allow me to make a payment, although all payments were late because I had no access to make payments.
Business Response
Date: 09/12/2024
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.
Customer Answer
Date: 09/12/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:09/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am purchasing an eBike from Rent-A-Center in *********, *******. The bike is covered under an agreement that if it stops working while I am paying on it then it will be covered by ***. The bike broke down before and I took it there and left it for a week. They told me it was fixed. I went there to pick it up and it stopped working again 20 feet from the door, it was never fixed. I had to go in the back and fix it myself with the permission of the store manager ***. *** told me he would reduce the total cost of ownership by one week ($37.99).A few weeks ago it stopped working again. I left SEVERAL messages for *** and after a week of him not returning my calls (which is what he did the last time I had an issue). I had to go up to the store and see him in person. He is extremely unprofessional and will tell you whatever he thinks you want to hear. *** plainly told me that his bike mechanic was severely backlogged and it would take weeks to get the bike repaired. He offered me the option of taking the bike to a repair shop and to send him the invoice and he would deduct the amount of the repair off the total cost of ownership of the bike. I took the bike to a repair shop and the total cost of the repair was $150.00. The mechanic told me that this was for a very basic repair that would get the bike going but the main features of the bike (pedal assist, horn, lights, etc.) would not work and that would be an additional cost to repair. The issue was defective wiring of the bike and not caused by damage or wear and ********** I was called by Rent-A-Center and they demanded payment. They said my account was overdue. *** never took off the amount of the repair and told me if I didn't pay the amount then he was going to call the police on me! Then he lied and said that he told me he would only reimburse me $100! We never had that conversation, he never even called me back or returned any of my calls. I had to pay $94 after paying for the repair!
Business Response
Date: 09/09/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

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

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

Respectfully,
Rent-A-Center, Inc.
Customer Answer
Date: 09/13/2024
I am rejecting this response because: There is a second part to this issue. I have paid more than the original amount on the contract for ownership. I would like documentation of all payments made and the total cost of ownership.
Business Response
Date: 09/16/2024
This is Rent-A-Center's second response to Mr. ******* complaint. After a review of the rejection, it does not appear that a response to Mr. ******* dissatisfied response is required. We encourage Mr. ***** to log into his customer portal to review his payment history and lease terms or contact the store directly for further assistance. All matters have been addressed and we consider this matter closed.

Respectfully,
Rent-A-Center, Inc.
Customer Answer
Date: 09/17/2024
I am rejecting this response because:
I have reviewed my account, as suggested. No payments or deductions from my balance from Rent-A-Center are shown. As was the case originally. What I'm trying to communicate to Rent-A-Center is that once these credits are reflected on my account it should allow that the item that I am purchasing is paid in full (I have actually paid more than the contacted amount ). You're still showing that I owe. I'm sure you would like to consider this matter closed, it very much is not. I have escalated this matter to the *****************************************************. Please contact me so that we can get this resolved, you have my phone number.
Initial Complaint
Date:09/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been with rent a center for a long time no issues I call in every two weeks before my payment is due and tell them to go ahead and run my card they ask for the expiration and thats it , I change my payment to weekly from biweekly on 9/22/2024 , (which I paid a higher payment bc I was switching it I had to pay three weeks ) my next payment comes out on Saturdays on 9/31/2024 they call I answer while at work tell them it is ok to run the card i forgot to call them earlier this week (bc i normally call days before) he says I need the cvc code ??? Well I dont know it off hand for the past year I only giving them the expiration date. So I say Im at work Ill try to call u back if I get a lunch break and he says ok bc I dont know the cvc off hand now I get off at 6pm they are closed I work in a nursing home cant leave my residents to go get a code that they never needed before in the past . Plus my card is on FILE ! They are closed Sunday and Monday bc the holiday they call today on Tuesday I tell them that Im sorry i couldnt call them back . To find out now I have late fees bc there office was closed two days ?? No one in the office or corporate sees where Im coming from why all of a sudden my bcc was needed before in the past it was always the expiration date and I just made a payment a week ago!! And the same card for the last year why now the cvc???? ***** the manager is normally nice over the phone . He got on the phone extremely rude to the extent it didnt sound like him ! Im severely unhappy ! I guess I wouldnt be so mad if I would of been spoken to differently by him
Business Response
Date: 09/06/2024
Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.

Our District Manager has reviewed the terms of the agreement with ****************** 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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