Complaints

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:12/30/2024

  Type:Order 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 entered into an agreement for a washer/dryer set on 12/23. Agreement #***********. I started having issues with the washer in August. On 8/12/24 RAC picked up my washer and gave me a loaner washer. I did not receive any updates on how my washer was, so I called them on 10/16/24. I wanted to pay off the remaining balance but didnt want to until I knew the washer was fixed. I confirmed the payoff amount with the person on the phone. They said they were waiting on a part and the tech should be there that Saturday to work on it. I didnt hear anything and called again on 11/4. I was told it needed to be sent to the manufacturer, but even if they sent it out, it might not even fix the issue. I was given the option to trade my set for a different set or have the washing machine sent off. On 11/16, I returned my dryer and the loaner washer. I told her I wanted to pay it off THAT day and was told to wait a month to make sure there were no issues with the used set because they couldnt do anything if I paid it off then. I was told multiple times that day my payoff amount would not change. A few days later, I went online to make my weekly payment and noticed my payoff amount was now 350 more than what it was supposed to be. I messaged the store about this change, and she said my agreement was rewritten. WITHOUT my knowledge, they fraudulently signed and entered me into an entirely new contract. When I was in the store on the previous Saturday, my switch-out contract had my original agreement number on it. I asked for a copy of the new agreement that I did NOT sign and have not received a copy of it yet. According to my online account, my new agreement number is **********. I no longer receive text messages, and my ex-husband received an automatic text on 12/21/2024. Which is wild since MY number has always been the primary number, and RAC themselves messaged me directly to my number previously. I want to know what email the contract was sent to on 11/21 and who signed it.

  Business Response

  Date: 12/30/2024

  Hi ******! 

  I am glad that you spoke to the Regional Manager ******** ******** and sorted the issues out! It is my understanding that you will be coming in to pay off the original pay off amount of $743.00 Plus applicable tax that was due for the original set. I was also made aware that your account has been modified to reflect the correct information that you wanted. 

  ******** (***) let me know that you have his number if you need to contact him again and I wanted to personally apologize for the mix up or any issues this has caused you over the holiday season. Please let me know if there is anything else you need from us! 

  Thank you again! 

  Customer Answer

  Date: 12/31/2024

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

• Initial Complaint

  Date:09/18/2023

  Type:Product 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.

  August 26th 2023 I rented a used PlayStation from the Rent-A-Center. I told ******* that I was looking for a used digital PlayStation. I was then told that they didn't have any more digital ones but they just repossessed a PlayStation 5 disc version. I said used said $28 a week but I'd have to do monthly. She said okay don't worry about it we'll see what we can do. When I got home and connected everything,the controller drifts. I called ******* and she said they'd look for another one. I never received a call back. 2 days later I went up there with the controller and told them about my prior contact and what was told to me by *******. ******* then approaches the counyerand smiling, saying oh I'm sorry I had a lot going on. So the gentleman next to her says oh okay well we're going to have to give you money to go get another one. So they handed me $70 out of the cash register and told me to bring the receipt back. I said ok. I end up going to the **** shop to where the total purchase was $57 and some odd change. The remaining $12 and change went into my gas tank. I took the receipt back to Rent-A-Center. 2 days later Rent-A-Center is trying to charge my account for $164 along with emails canceling my contract. I contacted the regional office August 28th and was told that I would get a call back within 24 to 48 hours. I told ******* that I get SSI I do get it early but sometimes to play it safe let's go ahead and make it for September 1st. Today is August 31st and my card got charged for $152 at **** this morning. Rent-A-Center has been trying to charge my card for the last 3 days. I have proof they canceled my contract in 3 days I never knew that businesses could still charge your debit card on a canceled contract. returned my $0.01 from promotional charge was returned this morning also. They are still trying to repossess my PlayStation and nobody wants to contact me about this issue How can you overcharge somebody on a canceled contract they didn't cancel?.

  Business Response

  Date: 09/01/2023

  Dear ************:
  
  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, Impact RTO Florida, LLC. 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, ****

  Customer Answer

  Date: 09/01/2023

  I am rejecting this response because: This is the place I called to file a complaint with Rent A Center before I contacts BBB

  Business Response

  Date: 09/06/2023

  Dear ************:

  As previously stated, ******************** agreement is handled by an independently owned and operated franchised location. Any further communications should be directed to the franchisee, Impact RTO Florida, LLC. We have sent a copy of the BBB complaint to the franchisee, and as such, consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because: as I have stated earlier, that is the information that comes across when I look. Again, I still have yet to hear from the regional manager yet my debit card continues to be hit for merchandise that I supposedly do not have a contract for. Yeah you want to tell me this a franchisee. My argument is money's being taken from me for an account that doesn't exist and I need to know why but yet nobody wants to give me any type of information or answers let alone return my phone calls.

  Business Response

  Date: 10/20/2023

  Customer did enter into a rental purchase agreement with us on 8/22/23.  ******** took advantage of a promotional offer for $0.01 down that made her next due date 8/28/23.  Per the agreement the account was set up for a monthly payment, with the first payment being due on 8/28/23.  Everything the customer stated about the game control and our effort to solve that opportunity was correct.  The customer was signed up for autopay which attempted to run the monthly payment on 8/28/23, but was not successful.  When the payment is not made on time, the rental agreement does expire.  The store made multiple attempts to try and contact the customer with no success.  The autopay continues to attempt the agreed upon payment and was ultimately successful on 8/31/23.  This one month payment made the account current until 9/28/23.  There has been no more payments made on the account.  The store has made multiple attempts to contact the customer.  The account is currently ********************************************* possession of the game system.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair 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.

  So the local rent a center at **** W TENNESSEE ********************************************, stood me up an entire day when they missed there pickup. And then when requesting to use my credit from return items they refused to put it towards a new item. Next I requested a refund for the over payment and the ***** still refused. So because of ******* unprofessional I am no longer paying Rent a center another dime. Any items I had left went to the dump. So I am in no longer possession of them. I am a 100 percent disabled veteran and due to ******* actions a have now been severely triggered so If they call me or show up to my property there will be H*** to Pay.

  Business Response

  Date: 06/23/2023

  It is our policy that we don't issue refunds on rental payments outside of the 7 day worry free guarantee. However to air on the side of customer service I have requested our accounting team refund this payment to the customers card. Refund for $263.06 will be back on the customers card within **** days. If any additional questions please feel free to call me at ************

  Thanks, 

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

  Regional Manager 

  Customer Answer

  Date: 06/26/2023

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