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:12/13/2024

  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.

  The business deliver 2 broken washers and they continue to give me the run around about my washer. I'm paying on a washer I don't have and I have a rental of lesser value. They refuse to give me my money back I've paid on a washer I don't have. I'm filing charges against them as well. This has been going on since July!

  

  Business Response

  Date: 12/19/2024

  ********,

  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: HSC1420078. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:12/11/2024

  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.

  I am still waiting on them to fix my bedroom set and bring me my box spring and put up my mirror and they still want me to pay my bill before they bring me my items and fix my mirror..

  

  Business Response

  Date: 12/23/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Your account has been transferred to our *****************************.  You will need to contact our ***************************** at ************** directly during normal business hours to discuss your account and how we can assist you. The hours of operation for our ***************************** are as follows: Monday Friday 9am 6pm (EST).

  Kind regards

• Initial Complaint

  Date:12/10/2024

  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.

  Aarons States all.over their advertising and internet that their is no credit needed their for I figured No credit check well I foll.out a form online waste of time and the. Got denied and was informed they do a soft credit check that is entrapment that is stealing from someone takimg something that they are unaware of s stealing!!! Can I file *************** i feel violated

  

  Business Response

  Date: 12/12/2024

  *****,

  Thank you for reaching out to us.  We explain in multiple locations on our website that No Credit Needed means that a customer does not need have an established credit history to be approved for a lease transaction with Aarons. We also explain that we do access credit reports and review a customers credit history during the application process.  We maintain an extensive list of Frequently Asked Questions on ************************** that includes a specific section entitled Credit. That section includes questions such as What is meant by no credit needed? and Does Aarons even check my credit? which explain how Aarons uses consumer credit reports in connection with their lease transactions. In addition, when a potential customer applies for a ********************** with **********************, they are notified that Aarons will access and rely on consumer reports when considering their lease application and the potential customer authorizes ********************** to access those consumer reports. Our use of consumer credit reports is compliant with all applicable law.  

  Kind regards

• Initial Complaint

  Date:12/10/2024

  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.

  Did not honor the ***** down. Took the ***** put of my account.

  

  Business Response

  Date: 12/30/2024

  *******,

  Thank you for bringing this matter to our attention. According to our records, a refund was processed on your Aaron's account on 12/20/2024.  Please note that it can take up to 10 business days for the refund to be fully processed and reflected on your bank account.  Your customer service reference number is: HSC1416943. Please do not hesitate to contact us at **************, if you have any further questions or concerns.

  Kind regards

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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.

  Ordered a laptop for lease on 11/21/2024 and promised delivery on 11/29/2024.Called the local store ************* on 12/02/2024 and formally canceled my order and was told I'd get a refund in 3 - 5 business days. No refund. When I go online to check the status of the cancelation, the order is still active. Called the corporate offices ************ on 12/10/2024 and Agent Breann disconnected the call. Neither agency is answering their phones.I just want my money back. Put yourself in my shoes.

  

  Business Response

  Date: 12/19/2024

  Max,

  Thank you for bringing this matter to our attention. According to our records, on 12/12/24 a refund was processed on your Aaron's account for agreement #E3319110.  Please note that it can take up to 10 business days for the refund to be fully processed and reflected on your bank account.  Your customer service reference number is: HSC1416932.  Please do not hesitate to contact us at **************, if you have any further questions or concerns.

  Kind regards

  Customer Answer

  Date: 12/19/2024

   
  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:12/09/2024

  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.

  Aaron's took my washer to get fix and returned it damaged. I'm till paying for the insurance.

  

  Business Response

  Date: 12/19/2024

  *********,

  We understand that you have requested repair service for your product, and we are committed to resolving this issue as quickly and efficiently as possible. Our General Manager has been informed and is taking the necessary steps to ensure you are taken care of.  Your customer service reference number is: HSC1416914. If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:12/06/2024

  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.

  My father and i purchased furniture on a lease and they have been threatening to pick up damaged furniture in the form of forfeiture. now my grandfather has PTSD and severe depression and several other mental ailments. the company was supposed to replace damaged furniture at a certain time furniture they damaged we then incurred fees and had to pay the furniture was not removed and policy was not explained until they were asking for money for a product that was damaged and we asked to be returned at one point they even said they just assumed that we would want the furniture in our house until the new furniture arrived no attempts to rectify were made and we were still charged they delayed the delivery several times and broke a piece of furniture upon bringing it up the stairs they have made me extremely upset because I am paying for something I do not have and they are not trying to resolve the situation rather to cut ties and be accountable for the fact they messed up several times no efforts were truly made in any attempt to make *** we were not overpaying or that my father a 72 year old vietnam vet with PTSD could understand it has been hassle after hassle dealing with them even with the me being his power of attorney on several occasions they shared private information regarding my dads account over the phone with out confirming he was speaking with them also open conversations with the manager across the store while onnthe phone while discussing my account they can be heard yelling over the phone . so to this day I have the broken furniture damaged by the delivery man no nightstand for my bedroom set and no clear sign of when I will receive It or when they will come pick up and replace or remove this sofa and I am still being asked to pay or my father will lose his furniture this is what happened the first time he was hospitalized because of stress and anxiety

  

  Business Response

  Date: 12/12/2024

  ******,

  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. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  Date:12/05/2024

  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.

  Leased furniture from Arrons on 3/23 , on 3 /24 I noticed my payments started to double. Contacted Aarons asked the reason and asked for my credit card to not be ran until they could explain the extra charges. Aaron continued to pull from my account. 7/24 contacted Aarons Gm again about the extra coming out my account at this time I refused to make any payments. 8/24 an agreement came to term to pay 200 and my account would be paid in full. 9/24 spoke with regional manager ******* who inform me he would give me a refund and he will contact me after further investigation. 11/24 Aaron called me for a payment for furniture added to my account with out my knowledge or permission. I have been paying for further is not or never have been in my possession. Ive called corporate over 10xs with no response Aarons continue to attempt to pull from my account without permission as well as forcing me to pay for items I never agree to, signed for, picked up nor received. I just ask for a full refund. . Went to Aarons received print out of all the receipts of my overpayment for someone else items being placed on my account. I have been charged over 700 dollars for a product I never received. Im asking for a full refund

  

  Business Response

  Date: 01/03/2025

  *******,

  The payments you identify as fraudulent were correctly applied to Rental Purchase Agreement 38293.  You entered into and signed this agreement on February 15, 2024.We have previously provided your Rental Purchase Agreement to you. With this agreement, you leased a ******* II Ottoman, a ******* II Left Arm Sectional, a ******* II Right Arm Sectional, and a ******* II Chair.  You requested that the furniture be delivered to your daughters residence and we delivered the furniture as you requested. You had a concern with the ******* II Ottoman and you contacted our corporate office on April 9, 2024.  During that conversation, you confirmed that the furniture had been delivered on February 23, 2024.  As a result of your communication with our corporate office, we picked up the ******* II Ottoman on or around April 24, 2024.  You continued to rent the remaining furniture pieces and continued to make rental payments as you agreed in your Rental Purchase Agreement.  As your payments were applied to a valid Rental Purchase Agreement to which you agreed to and were aware of, we are unable to provide a refund of any payments. If you would like to return the remaining furniture pieces, please contact your local store at ************ to make return arrangements.  

  Kind regards

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22638719
  
  I am rejecting this response because:My daughter has her OWN account yes I did bring her to the store to purchase furniture that she is still paying for today. Yes, I requested that yall pick up a broken ottoman that was dropped off with her furniture. Why was broken furniture dropped off? However Her account is being patched d by her , she pays through ezpay. Her account has also been verified through the company. If me and my daughter been paying for the same furniture thats another issue. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/08/2025

  *******,

  Your account has been transferred to our *****************************.  You will need to contact our ***************************** at ************** directly during normal business hours to discuss your account and how we can assist you. The hours of operation for our ***************************** are as follows: Monday Friday 9am 6pm (EST).  At this time we consider this matter closed.

  Kind regards

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22638719
  
  I am rejecting this response because:
  Aarons have tried every attempt to avoid this issue. I have called more than 20xs , I have emailed , I have spoke with corporate all for them to say I have to deal with the store the issue started at. However the general manager has been changed over 3 times in the past year . I keep either getting an excuse , pushed on to someone else or questioned about my daughter who has her own account. When I spoke to corporate I was told it would be charged off because the store has to take a loss! What about the fact *** been a customer for over 10 years and every account I opened I paid off in full with no issues . What about the customer? What about my account being charged fraudulently? What about the payments that were taking out my account for items I have never seen, used or sat on? This has been a terrible experience 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/05/2024

  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.

  I am the son of a 74-year-old who handles most of her affairs due to cardiac issues, stroke and brain tumor. She needed a washer/dryer at a residence, so I arranged her Aarons account in Dec.23. The issue is why Aarons associate, who claimed to be manager, mislead the number of payments left; added fees for visits that did not occur; mislead about removal of fees; manipulated EZ pay (active since inception by removing old agreement telling customer to accept new link by phone) in order to process 3 payments in a money grab which the customer could never have agreed up on had she understood! All this seems likely related to commissions. Do you know of any one of the right mind who agrees to $400 plucked from a sole total income of $1400/month? Aarons disregards the elderly here by creating the struggle of elderly to keep the heat on, phone, running water, trash, medicine, hospital bills with whatever is left for food! There are no Snap benefits here! As my mother told an associate who agreed to refund some money -until same woman grabbed the phone and shut him down-there would be no Thanksgiving! Some point to Aarons model as predicated on usury of the marginalized. Where do they get that idea? This results as Oct.24, missed being shorted by higher electricity. This occurred once before April 24 with **** EZ charging the regular payment. No one claimed the manager called talking down to my Mother like she was a child, comparing her to their own forgetful relative. In fact, I expected **** 24 to be 2 payments. If was not and that set a precedent! What changed? Certain that was no free month one may expect it was added to end of a lease .In contrast 2 payments were taken out in Feb. 24 (just saying). So why 3 payments and schedule December (which indicates paid as receipt says next pay due 01/15/25? So, here Aarons takes the money and Thanksgiving. They were told to come get the set. That hasn't happened. People just dont like this story.

  

  Business Response

  Date: 12/19/2024

  ****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer and apologies for any inconveniences that you have experienced. Our General Manager has been informed of your concerns and is committed to providing support. We understand that you would like us to discuss your account with your son. To facilitate this process, we kindly request that you contact your local store and ask to speak directly with the General Manager. This will allow us to work together toward a resolution.  Your customer service reference number is: HSC1413826.   If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22636967
  
  I am rejecting this response because: 

  The same store manager responsible for creating the ordeal to begin with contacted me and she offered to put $108 back onto my card (what is the point when I will simply owe it anyway). I told her to forget about doing that. She did not mention the request to come and collect the set, as was requested. Ive paid nearly $1200 on a $900 set and not even half way through to the $2600 to own it. A representative from our  area council on the aging suggested that there may be other options to help meet my needs, rather than possible  being subjected to the abuse and trickery by another agent  in the future . The woman  has ruined Aarons for me. I had experienced  no problems and would have gladly carried on, until she tanked the whole thing. I just wanted to do laundry. I didnt want to go without Thanksgiving! 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 12/30/2024

  ****,

  Your customer service reference number is: HSC1413826.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:12/05/2024

  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.

  The Aaron's lease states it was for 24 months. I paid the lease off in a year. They charged me for a 24 month lease when the lease is only 12 months. And now they are trying to get more money from me. They are harassing me and playing on my phone. They are very rude and unprofessional.

  

  Business Response

  Date: 12/06/2024

  Shaqueda,

  Thank you for reaching out regarding your lease agreement.  We appreciate you being an Aaron's customer. After reviewing the details, we confirmed that the lease was for a 24-month term, which was agreed upon during the e-commerce online order process. The payout date for the lease is January 19, 2025.

  We also noted the chargeback on your account, which you mentioned occurred accidentally. Once the chargeback is resolved and paid, it will significantly reduce your payoff amount, leaving it less than a single payment.
  If you have any questions or need further clarification, please dont hesitate to contact us. Were here to assist you.

  Kind regards