Complaints

This profile includes complaints for Aaron's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aaron's

  400 Galleria Pkwy SE STE 300 Atlanta, GA 30339-3182

  
• 

  Aaron's Sales & Lease Ownership

  4111 Montgomery Hwy Dothan, AL 36303-1518

• 

  Aaron's Rent to Own

  6450 US Highway 90 STE G Spanish Fort, AL 36527-9480

• 

  Aaron's Sales & Lease Rental

  721 9th Ave N Bessemer, AL 35020-5305

• 

  Aaron's Sales & Lease Ownership

  2556 Cobbs Ford Rd Prattville, AL 36066-7708

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:01/08/2025

  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.

  Well I bought a washer and dryer from Aarons in ****** the washer and dryer both have been in the shop 4 times each well still having problems with the dryer but they tell me theres nothing wrong with it but its getting super hot to the touch and it doesnt even blow enough to open the dryer vent outside and the tube is very clean there isnt any lint in there but its all good when it catches fire then maybe they will do something about it I dont want to deal with these people in ****** ever again I bought a freezer from Crowleys never had a bit of problems at I dont want them to call me bc I wont ever deal with them again I will only deal with ******* aarons

  

  Business Response

  Date: 02/04/2025

  Vernete,

  Thank you for bringing this to our attention. We have taken the necessary steps to ensure that you will no longer receive any future calls from our ****** location.  Your customer service reference number is: HSC1433687.  If you have any further concerns or questions, please do not hesitate to contact us at **************.

  Kind regards

• Initial Complaint

  Date:01/08/2025

  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 transaction was made on 12/30/2024. I went in and spoke to ********, the one with an accent. I came to get a washer and dryer for my apartment. She walked me over to this particular white washer and dryer and insisted I purchase that one. She said they would have it delivered by the next Tuesday (January 7th, 2025). Another lady spoke to me on the phone while I was on the way back to work to have me sign the lease and go over the payment plans. On January 8, 2025, I came home from work and washed me and my 3 year olds clothes. I heard a noise like the washer was struggling to complete the cycle. I go in, it was roaches everywhere coming out of the washer and dryer. I have videos also. When I opened the lid to the washer, it was roaches all over our clothes. They were crawling all over the bathroom floor and were attempting to go into my bedroom and two were successful. There were even roaches sitting inside of the dryer. My father came by and also saw it for himself and told me to take my daughter as well as myself and to come stay with them until pest control comes. Im trying to get Aarons to pick up their washer and dryer. I need Aarons to pay for my pest control bill once pest control comes by because it is entirely their fault and responsibility.

  

  Business Response

  Date: 01/22/2025

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our Regional Manager has had the opportunity to discuss with you your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1433401. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service 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 cancelled my order for a Ps5 game console on November 29, 2024 and was told it would take 7 business days and still have not received my refund. During the process of my refund, they called to confirm my order, but I told them it had been cancelled and after the *** confirmed my cancellation she stated that they do not process the refunds she would pass it along to upper management, and she would need to file a claim and forward it to the location. The *** also tried to contact the store located at **************************************** but no one answered the phone.

  

  Business Response

  Date: 01/22/2025

  Deontae,

  We sincerely apologize for the delay in processing your refund. A disbursement authorization was successfully submitted on January 14, 2025. Please be aware that it may take up to ********************************************************************** your bank account.  Your customer service reference number is: HSC1433162.  If you need any further support, please do not hesitate to reach out to us at **************. Thank you for your patience and understanding.

  Kind regards

• Initial Complaint

  Date:01/03/2025

  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.

  It started when I was fired in July, I managed to keep payments up but they were late. The **** at the Saginaw store sometimes called me three times a day with the person on the phone using Mafia Style tactics while talking to me. And no they don't check the computer system. Well in Oct I paid for two months but they still called me and sent me a letter, again not checking their computer system even after I told their *** I was paying for two months.Well the computer system did not update showing me a missed payment for Nov granted I paid for two ********** to December I changed my agreement online and called the store about the new payment schedule, they kept calling me and I called corporate ..She seen the two month payment in Oct and the new agreement in dec and told me I would get a call by the area manager, Well I never did get that ph call. Well I kept up the weekly payment then I was laid off. I even kept it up after being laid off and even did the ************ Membership first part of Dec and filed a payment wavier claim witch as of now has been processing for two weeks, Well guess what it is still processing and Aarons is calling me again. Well I got a tv that needs the warranty no use to filing it because they prob ignore the claim like everything else they do.

  

  Business Response

  Date: 01/22/2025

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our General Manager has had the opportunity to discuss with you your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1433152. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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 writing to formally address a series of frustrating issues Ive experienced with my recent order placed on November 26th 2024 Despite numerous attempts to resolve this matter, I continue to face significant delays and lack of communication regarding the delivery of my furniture.From the outset, I encountered repeated delays in delivery, which I understand may be due to staffing issues, as explained by the store manager, *******. However, after multiple calls to the store and further escalation to customer support, no tangible solutions were provided. I was told each time that my case would be escalated to the regional manager, *****, but this did not yield any progress.After several weeks of waiting, I finally received a call from *****, who informed me that my order had been canceled without offering a clear explanation. To make matters worse, he claimed that delivery attempts had been made three times, which is simply untrue. There were no delivery attempt slips left at my address, and my Ring cameras confirm that no deliveries were attempted.Furthermore, Shawns behavior during our conversation was unprofessional and combative. Instead of addressing my concerns and working toward a resolution, he became defensive and seemed uninterested in resolving the issue at hand.This experience has been incredibly frustrating, and I am deeply disappointed by the lack of accountability and poor customer service I have received. I am requesting that this matter be escalated immediately and that I be provided with a clear explanation of why my order was canceled, along with a prompt resolution to ensure I receive the furniture I purchased in a timely manner.Please contact me as soon as possible to resolve this issue.Sincerely ****** ******* AGREEMENT NUMBER E3330134

  

  Business Response

  Date: 02/04/2025

  ******,

  Thank you for reaching out regarding your order. We understand your frustration and sincerely regret any inconvenience this situation may have caused.  After multiple delivery attempts, we were unfortunately unable to complete the delivery. Given the circumstances, the decision was made to cancel the order.  Your customer service reference number is: HSC1432470.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:01/01/2025

  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 have called the store more times than I can count. No one ever picks up. There is no way to leave a message. I took a job and moved to ******** as of 12/18. I visited the store 12/14 and never signed anything, only provided my name, phone and address. These items (bedroom set) were NEVER delivered. I never signed any agreement. The store signed MY NAME electronically and sent an agreement ( *****) via email. I cant go by there to get this resolved. Ive reviewed the termination clause. I have done everything in my power from being states away to have this resolved but I cant do anything when a store wont pick up the phone. I have tried to email this department. **NO payment should be due as these items were never delivered and I have tried multiple methods of contact prior to the first payment date.**As phone calls and emails have gone unanswered, please consider this a formal dispute. I will also be mailing a certified letter of the dispute to the store. I will consult a consumer rights attorney if needed to dispute the validity of the electronically signed agreement as well as the Attorney Generals Office.

  

  Business Response

  Date: 01/10/2025

  *****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our Regional Manager has had the opportunity to discuss with you your concerns and confirm a resolution.  Your customer service reference number is: HSC1431985. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

  Customer Answer

  Date: 01/10/2025

   
  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:12/30/2024

  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 bought a bed on a 90 day same as cash option through Aarons. Within a month it had broken. I went back in and spoke with the lady I got it from. She said they would do free repairs but I should not pay it off in the 90 days so I dont loose out on the repairs or returning it. She had to contact merchant to get parts. It might take a bit. I waited 2 months and had not heard anything. I went back in and spoke to her again. She said she was having issues playing phone tag with merchant. I have been very patient and have been in several times to speak to the sales associate. Finally on 12/30/24 I brought it in to return it. The managers said I could not get any refund on it she understands that the staff in that store were not good at their jobs but that has changed in the last two months. I said its not my fault Aarons hired incompetent people and that I should be given a refund. 1200 is a lot to throw away on crappy made furniture.

  

  Business Response

  Date: 01/13/2025

  **,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our Regional Manager has had the opportunity to discuss with you your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1431927. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22747082
  
  I am rejecting this response because:

  the only solutions they have are where I end up spending more money. They did not uphold their policy of fixing the bed as I was told when I purchased product. I can only get money back if I paid up front. They have not followed their promises and in turn are in breach of the agreement and I should get my money back and not have to pay more money for other products I dont need!
  
  Sincerely,
  
  ** *******

  

  Business Response

  Date: 01/17/2025

  Jo,

  Thank you for reaching out and sharing your concerns. We understand your frustration and appreciate the opportunity to address your feedback.
  After carefully reviewing your situation, we would like to clarify the options and solutions we offered to resolve your concerns:

  1. Replacement for the Trundle Day Bed: We offered to replace your trundle day bed with a completely brand-new one to address the issue you reported with the supports.
  2. Credit Toward a Washer and Dryer Purchase: Since the original item was leased and not retail sold, refunds are not possible per the terms of the lease agreement. However, we extended an option to apply the payments youve made as a credit toward purchasing another product of your choice.
  3. Exclusive Pricing and Payment Options: To further accommodate your interest in purchasing a washer and dryer, we offered to provide the set at our employee purchase price, which is significantly discounted compared to the standard retail price. If the cost of the washer and dryer set exceeds your available credit, we proposed flexible payment arrangements to minimize your financial burden.

  Its important to note that these options were designed to ensure you are not required to spend more money unnecessarily, but rather to provide solutions that maximize the value of your previous payments while addressing your product needs.
  We value your satisfaction and are committed to finding a resolution that works for you. Please contact the store to let us know how you would like to proceed, or feel free to reach out with any additional questions or concerns.

  Kind regards

• Initial Complaint

  Date:12/30/2024

  Type:Billing 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.

  Entered by BBB staff LO Consumer states that the she has tried contacting the store (*********, **) but the customer service agent hangs up on her. She has had a television for 2 years. She was under the impression her final payment would be February 2025. They advised her that the final payment is not until May 2025 and the balance owed is $363.00. Consumer states that when she purchased the tv it stopped working so she sent it back, when they sent her a replacement it was a different tv. No one explained anything to her or sent her any paperwork but her payment went up. The consumer filed multiple complaints over the last 2 years with the regional manager but she never heard back. 

  

  Business Response

  Date: 01/13/2025

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our Regional Manager has had the opportunity to review your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1432463. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:12/30/2024

  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.

  I got a mattress and a bed frame from Aaron's about 6 7 months ago maybe almost a year now I've had the bed they're charging me $1,374 for just one mattress and one bed frame well the bed frame is a metal bed frame that we had back in the '90s and you can buy that metal bed frame at ******* for $50 well the mattress didn't even make it full year yet and it's garbage it was supposed to be brand new but I highly doubt it was brand new because there's no way that this bed only lasted that long and all we do is sleep on this bed I've sent pictures of all four corners sinking in the bed's not worth $100 I've been paying on this thing now $70.30 will say a month times that by 6 or 7 months almost a year that's what I am getting burnt out of I've contacted them multiple times I sent them multiple pictures telling them that this bed is junk and all they keep doing is trying to offer me another mattress and stuff I don't want another mattress I want half of my money back for what I paid for this because I lost out a lot of money

  

  Business Response

  Date: 01/13/2025

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our General Manager has had the opportunity to review your concerns and is working with you toward a resolution.  Your customer service reference number is: **********.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

  Customer Answer

  Date: 01/13/2025

   
  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:12/24/2024

  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 have been a customer of ********************** for the last couple of years and paid off a couple different items with them. In January I was injured at work and have been out of work due to that injury. I have explained my issue to my local Aarons. On the day that my payment is due they call be at 8 am if it is not paid by then. Ive explained to them that when I receive money they will get it and Ive paid them on the last day of the month because my due date is on 15th of the month. So once the 15th comes from the next couple of days till I am able to pay it they come to my house leave threatening notes on my door and call everyday right at 8am. I have called Aarons corporate to explain the situation to them and asked to speak to a regional manager. Every-time I have asked they always say that they will have one contact me. Not once has a regional manager contacted me like I requested and was told one would. The branch that I have things through not all of the employees are horrible. I can speak to select ones that will try everything to help me but the ones that call me have attitudes and the ones that come to my house are very disrespectful by leaving threatening notes. I talked to the local store and was told by them that they are not allowed to leave anything on the notes. Also I have paid and they still show up telling me that they are coming to get the things I have through them after I made the payment. They are relentless and at this time they are harassing. I also had a tv through them that I bought for a specific reason and within a month or two something went wrong with it so I called them and after I was told they would pick it up in a certain day they never showed I called them and they said they were short staffed they would be out on another day. That day came and went and not even a phone call. They finally took the tv to get fixed gave me a loner and that has been months I have asked where the tv is at and no one can tell me because they have no idea.

  

  Business Response

  Date: 02/04/2025

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our records indicate that you were provided a brand-new television as a permanent replacement. Additionally,  we would like to suggest that you communicate directly with your store's general manager to discuss your payment options and explore any additional assistance that may be available to you.  Your customer service reference number is: HSC1431859.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards