Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into aarons in feb 2024, I couldn't find what i wanted in store so I placed an order online. I paid my deposit online and didn't have a bill due until like the second week in March I have it set up on auto pay. Aarons store front refused to deliver my items until I paid the first payment that wasn't due. I contacted corporate with no help they said that didn't sound right and that's all. So I paid and had to wait 3 weeks for delivery of all my items. Which included another payment with out my furniture. And every month since then I get harassment calls around 8am bi weekly after my account is good and they don't know why I'm being called when I return the call. They charge $20 extra monthly besides the membership and payment I already pay bi weekly. I have never been late on a payment. A lady named patty that works there changed my husband's bill onto my account without my verification of this, changed from monthly to weekly without my verification and will not call back. I've contacted corporate more than I can count and no one will call back. The harassment is ridiculous for someone that's never had a missed payment. The random charges they can't account for is ridiculous. It actually happened today. Patty called me at 8:05 this morning then charged my bank 13.00 and some odd change. I called and of course no one knows why I was charged or who called. The random charges like today aren't being credited to my account so I don't understand what's going on

  Business response

  07/26/2024

  ******** ****** has an account that was purchased online, and the agreement start date for the store was on Feb 20, 2024.  When a customer orders product online, they are offered a promo on the website to get the product ordered.  Once the merchandise gets delivered to the store, our staff contacts the customer and gets the account set up which includes setting the account up on Autopay and taking a payment that gets them due again on their next pay date.  This customer is set up for every two weeks on a Thursday for an agreement payment amount of $70.08 plus a club membership fee is an additional $5.87 every two weeks.  This customer's account has been set up on Autopay correctly and there have been no calls to ********, however, her boyfriend **** ****** has an account that is constantly running past due so there have been several calls for ****.  These two customers have the same number on their accounts so ******** may be confused on who the staff would be calling for.  I would also reiterate that we do not charge any random fees or charges, only the account lease payment, Club membership payment and any late fees that would be assessed once an account goes more than 5 days non-renewed.  The manager, Josh D*****, has tried reaching out to Ms. ****** several times but has had no success in reaching her.  If Ms. ****** has any more concerns, please reach out to the store directly and she can either ask for Josh D***** the GM of the store, or she can ask for Travis G*****, the RM of the store.

  
  

  Travis G***** RM Howard Rents LLC

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

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed my agreement online for a couch and loveseat. I set up autopay when the agreement was started, but wasn’t told that autopay was a requirement by this store. I turned my autopay off in the Aaron’s app. The app never stated that autopay was a requirement, either. Aaron’s turned autopay back on for my account without any consent whatsoever. They didn’t even notify me that it was done. I called and was told that they didn’t have to go by my agreement because they’re a franchise. I signed the agreement with corporate. The company continues to insist they don’t have to go by my agreement, and keeps threatening to take my merchandise if I don’t keep the items on autopay. They refuse to provide documentation of any kind supporting their claim of informing me of the autopay requirement. I also noticed some charges that were attempted from this store on my debit card. The store says they can’t explain what the charges are for, and they have no record of it. I have provided them with proof, but they don’t respond. Anytime I try to call about this issue, the only thing they want to talk about is the autopay issue.

  Customer response

  01/18/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Howard Rents DBA Aaron’s regarding complaint ID ********.
  
  Regards,
  
  ******* ********

  Business response

  02/05/2024

  I was locked out of my online account and was unable to respond, But after looking into the issue the customer is able to keep this agreement off of the auto pay system and continue to make the payments on the account until she has paid it in full. If you have any questions or concerns, please contact me.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently made a purchase for a queen size bed at the Beckley, WV location. When I got the bed, we didn't care for the comfort, so we did an exchange. The 1st bed came with a comforter set & space saver base. Fast forward to returning the bed, because they constantly tried to charge for a bed that we paid $1 to start the contract & then tried to charge $112 every 2 weeks there after. We were a month behind, but we were returning the bed anyway as we ended up getting a king size. However, when the 1st mattress was returned, it was returned with the comforter & spacesavor. The guy who collected the 2nd mattress done a complete walk through on my house. When speaking with a "Josh" on the phone he seemed to recall the return & changed his story. They have since tried to charge $80 for something they already have. So I called back today & told them to check their camera about the return to which he stated "OUR CAMERAS do not work" (This was from an Alex) We also have a washer & dryer through them, that I would have much better experience with Summersville.

  Business response

  08/25/2023

  
  Howard Rents LLC dba Aaron’s Sales & Lease
  905 Star of Danube Way
  Lexington, KY 40509
  
  On June 30th, Josh ********** leased a mattress, mattress encasement, comforter set, and platform frame from our Aaron’s store In Beckley WV. Mr. ********** had the mattress for about a week's time when he stated to the store that he did not like the mattress he had leased from us and was interested in getting a different mattress.  The store agreed to let him swap out his mattress for one he would find more comfortable.  On July 6th, Mr. ********** brought the original mattress that he had leased back to the store. We accepted the return & allowed him to lease a new mattress in its place.
  Our stores General Manager personally took care of Mr. **********, including the unloading and loading of the mattresses. During this exchange the only merchandise that was exchanged was the mattresses. The mattress encasement, comforter set, and platform frame were not returned to us at this time. 
  Later, on August 15th, Mr. ********** stated to the store that he wanted them to come and pick up the merchandise and that he just didn't want it anymore. The store's GM sent out one of his associates to collect the merchandise, but he was unable to locate the platform frame and the comforter set.  The lady who was there at Mr. **********'s residence allowed our associate to look around but they were both unable to locate the missing merchandise.
  Although we do contest Mr. **********s allegation that he returned all of the merchandise we are willing to remedy this issue by removing the disputed merchandise from his account.  This will eliminate any financial responsibility of Mr. ********** for the merchandise that is missing.  We think that this is an offer that is more than enough to settle this issue and we would appreciate a quick response back with an acceptance of resolution so we can close this matter out in a timely manner.
  
  Sincerely,
  
  Tim ******

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company leased a refrigerator to me 2 years ago. I’ve religiously paid over $2,000 on this item. It breaks down, and they come pick up it up, leaving me a loner fridge. This loner fridge has dead roach bugs in it. I call and ask for help. They tell me if I pay them $40 they will come clean it out. I said no thanks and my husband cleaned it out himself. A few weeks later they bring back my refrigerator. I open it up and it is covered In black mold spores. I call again. Their manager proceeded to call me names, cuss at me, and was no help. A few hours later my husband and I start seeing live roaches in our kitchen floor. Over and over and over. My refrigerator was in their facility for 4 days waiting delivery to me, and in that time my refrigerator became infested with roach bugs. Now they are in my home. My 2,000 refrigerator has been ruined by mold and bugs and they will do nothing to compensate me for my time and the anguish I’ve had to go through knowing there are roach bugs in the refrigerator that I store food for my children in. I’ve consistently witnessed and killed over 7 roaches now. 3 days later. I want them to pay for the exterminator to come in and get rid of these bugs. Their facility is so infested with bugs that this is the second item I have received that clearly had bugs in it.

  Customer response

  07/18/2023

  Beckley , WV , 25801 

  Business response

  07/20/2023

  I have attached a letter that we are sending to Ms. ********** today to resolve this matter. Please let me know if I can be of any more assistance in this matter. Tim ****** ****** ******* ******** *** ************ or ********************

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My refrigerator that I have paid almost $3,000 for is currently outside not able to be in use because there are live bugs coming out of it. You clearly were not told the entire situation. It may come shrink wrapped but that doesn’t deter the fact that it sat in the Beckley facility from Monday-Thursday evening before I was even made aware it was back in their facility. I don’t know what happened in between then but it didn’t come to me shrink wrapped. I have lived in my home for 5 years and have never, ever once seen a bug In my home. The very night this refrigerator comes back into my home I start seeing roaches in my kitchen? Right next to the refrigerator? That is not a coincidence. And I don’t appreciate your resolution as paying off the remaining $200 does nothing to remedy my issue that this facility has ruined merchandise that I have paid almost $3,000 for. That refrigerator has been outside since Friday and I went outside yesterday (Wednesday) evening and there was still roaches on the outside, meaning they are still coming out of it. I’ll never feel safe enough to bring that back into my home. I’m using a cooler to store cold food for my children at this moment because I’m out a refrigerator. After this experience I surely do not want any more merchandise coming out of that building because it clearly needs an exterminator. My request is a new refrigerator (that has never entered the Beckley Aaron’s facility) or for your company to pay for an exterminator to come into my home and spray my house and appliances. You can even communicate with them and They could even tell you that this is a very fresh roach issue and they were not here beforehand. 
  
  Regards,
  
  ******* **********

  Business response

  08/24/2023

  *** **********
  We accept your offer to amicably resolve the matter by providing an exterminating service.
  An exterminating company will contact you shortly to schedule that service.
  Thank you for working with us to resolve this matter, and again, we apologize for any inconvenience.  
  
  On July 22, 2023, an exterminating company went to *** *********** home but, as per the enclosed report, found no roaches, as she had alleged.

*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. ↩