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 Rent to Own

  940 Schillinger Rd N STE 2 Mobile, AL 36608-5214

• 

  Aaron's Sales & Lease Ownership

  2556 Cobbs Ford Rd Prattville, AL 36066-7708

• 

  Aaron's Sales and Lease Ownership

  1484 7th St S Clanton, AL 35045-3745

• 

  Aaron's

  1322 E Highland Ave Selma, AL 36703-3209

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:12/03/2024

  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.

  on 10/22/24 i purchased an Hp computer on the aarons website it was a total of ***** . since that date ive waited the total amount of days for a call to set up delivery. no one ever contacted me so i contacted them . they told my my computer never made it to the store and sometimes it takes longer than said days . waited longer still nothing so i called customer service. they told me my computer has in fact been at the store . i called the houma store back and told them what customer service had told me and they checked the back and had nothing then they checked another store close to them and it was there . the guy set me up a delivery date for the next saturday . the next week on Friday i called to see what time my delivery was scheduled for so id be home he told me i wasnt scheduled for a delivery so i agreed to pick it up on my own saturday . i go to the ********* store and it was closed . i called the man and he said that with the shortage of employees they couldnt open the store . i asked to just cancel my order and give me a refund and he said id have to call that monday . mind you i had requested a refund prior to this and they didnt process it that time so i was just going to go ahead and get the computer . so that monday i called and the guy i talked to told me my refund was sent in and it was processing and that it would take 7-10 business days . i waited a total of 12 days being that thanksgiving was a bank holiday. i called customer service again saturday asking why i still have yet to get my money and they said no one ever processed a refund . so again i called the following monday . i keep getting told ***** is working on it but the refund has still yet to be processed and im getting the run around with no other information. today is 12/3/24

  

  Business Response

  Date: 12/06/2024

  Raven,

  Thank you for bringing this matter to our attention.  We appreciate you being an Aaron's customer and apologies for any inconvenience.  According to our records, a refund was processed on 12/4/24 on your Aaron's account.  *********************** 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: HSC1412212.  Please do not hesitate to contact us at **************, if you have any further questions or concerns.

  Kind regards

• Initial Complaint

  Date:12/02/2024

  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 in the process of purchasing a brand new washer an dryer. A couple months after having it stopped spinning out clothes. They brought back stating nothing was wrong. Three weeks ago I tried 5 times resetting the washer to spin. Aaron's came back an picked up washer an notified me that it was fixed an delivered back to my home today December 2 2024. The delivery guy was to stay at my home to make sure it worked. We'll he mentioned it had spun out an was leaving. I am disabled, when I got back to washer a sheet, small rug an pair of ******* did not spin. I tried 2 more quick washes and washer has not spinned. I tried calling Aaron's 7 times an no answer. I want the money I have spent on this washer transfered to new washer or repair man to come to my home. This is ridiculous. Thank you

  

  Business Response

  Date: 12/11/2024

  *******,

  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:11/30/2024

  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 made 3 online orders from *****'s and signed a aggrement and contract and was approved and made the 3 payments and was waiting for them to be delivered and 5 days after estimated delivery date it still has came so i called and was told the store manager blocked it..for unknown reasons.

  

  Business Response

  Date: 12/18/2024

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our internal records indicate that several attempts have been made to contact you in regards to your concerns but unfortunately, we were unable to reach you.  Your customer service reference number is: HSC1413160.  We kindly ask that you please reach out to us at ************** at your earliest convenience so that we may assist you.

  Kind regards

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22621560
  
  I am rejecting this response because: that is a false claim i was never contacted by them not one single time , I contacted them and they told me that my orders that I made were blocked by the local store manager after I already paid and signed the contracts and never was givin a reason ..the management at the deridder store was previously a game stop employee who I had a disagreement over the offer they gave me on some games and left the store only later I found out by. Sheriff deputy calling me that he has made false claims and pushed to have me banned from game stop which resulted in him losing his job and I being allowed back at GameStop ...he obviously isn't going to put his personal issues aside and be professional so this is how he gets to show me I guess....but they haven't reached out to me or tried on single time to reimburse me for the 3 items I signed agreements to and contracts and paid to received and never received..so I'm rejecting on because what they stated isn't true ..
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/08/2025

  ******,

  Your customer service reference number is: **********.  We kindly ask that you please reach out to us at ************** at your earliest convenience to discuss your concerns with us.

  Kind regards

• Initial Complaint

  Date:11/27/2024

  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.

  For the short version; I contacted my local Aarons over a month ago, which at that time was more than a week prior to my next payments due date, requesting termination of my lease(s) and pickup of my merchandise. I spoke with **** and was offered multiple buyout figures and politely declined. **** was professional but stated that he could not schedule a pickup, & that a manager would call me back. I disassembled, cleaned, and placed the merchandise in my foyer to assist with pickup at that time. I did not receive a call from management, thus starting the process of chasing Aaron's, as a customer with an account in good standing, to pickup my merchandise. This turned into a terrible journey where now more than a month later the merchandise is still sitting unused and taking up space in my home's entrance way. I have had to deal with Aaron's employees calling over/over again with no memory that we've spoke before, even after they personally scheduled merchandise pickup. Aaron's truck drivers showing up to my home, blocking my vehicles from leaving my driveway and visually seeing the merchandise they were to pickup in my doorway but refusing to do so, while at the same time calling their a** mgr. **** on speaker phone to only have him scream through the phone. Had another employee, ****** call to schedule another pickup, then call back literally the next two days in a row claiming my account was past due, with no memory that she herself had scheduled a pickup, and said that there was no pickup scheduled and threatened me to not hang up, and worst of all had **** become belligerent and literally scream through the phone. This was especially concerning after reading reviews that he had personally showed up at patron's homes and pounded on doors, children's windows, and tried to brake in resulting in police being called. I have left a ****** review, emailed my experience, and still received no contact from divisional ****, or the store leader, *** for resolution.

  

  Business Response

  Date: 12/02/2024

  ****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer and apologize for the behavior you encountered with our team members.  Please rest assured that we are taking this incident seriously and will use it as an opportunity to ensure all our team members meet the standards we strive for.  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: HSC1408726. 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:11/26/2024

  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.

  We bought a ************** from Aarons. After having the washer for a while it started to make a dragging noise. I contacted Aarons to inform them it needed to be repaired. They sent someone out to repair it in home. After it was paid off the same problem occurred within my warranty time period after pay off & the store manager ***** & another man came out looked at my washer told me he knew what was wrong with it & that it was fine but if I wanted it to be repaired he would have to take it from me for several weeks leaving me without a washer. I have 3 children & 1 is 4 years old & autistic. He is non verbal & had sensory issues so I am constantly washing clothes because as soon as any little water or anything gets on him he freaks out & has to have clean clothes put on. I then spoke with a lady by the name of ************* said she would see if she could get the same people back out from the first time & call me back. She never called back & a man from the company just showed up at my house trying to get the washer & then lied & said they were looking for a loaner for me. Called back & spoke to the lady again who then passed me off to ***** who was then rude and arrogant & told me thats all he could do was leave me without a washer for several weeks to repair it & no loaner till I could get it back. Ive contacted ***************************** continue to give me the run around. They are trying to push it out until my warranty has ran out on my washer. They are scamming me at this point by not honoring their warranty & wanting to cause a hardship on me just to get my washer fixed for the same problem it had before. At this point Im thinking I was sold a faulty product. I have videos from the first time it broke to video of the problem now.I have 2 tickets open with their corporate. ******* & *******

  

  Business Response

  Date: 12/06/2024

  *****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our General Manager will be reaching out to you to coordinate the replacement of your current dryer.  Once the swap is scheduled, you will receive the replacement dryer promptly.  Your customer service reference number is: HSC1411663.   If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer Answer

  Date: 12/06/2024

   
  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:11/25/2024

  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.

  ****** lied to me about contacting the regional manager to submit a payment extension on multiple occasions. She said that she would personally get in touch with him and get back to me about it within the week and when I didn't hear back, I went back in person 2 weeks later and I learned she did not submit it at all. **** had to actually submit it and then told me to get back with him on the 15th if I still couldn't pay (he knew I had been in and out of the hospital the last month and a half and needed a 30 day extension) and he would resubmit a new one. No one called me back about it except multiple calls to collect a payment. I got in touch today November 25th, 2024 and I'm getting the run around with both ****** and **** (and another chick who's name I don't know), putting me on hold, then hanging up on the call, then when I call back they say "****** is walking out the door right now for the night, she can't talk". So I asked to speak to **** since he hung up the call on hold for ****** and all of a sudden he's "on the phone with a customer", so they put me on hold again. My mom calls from a different number and **** answers immediately and when asked why he could pick up her call and not take my call on hold, he puts her on hold. ****** miraculously answers (I thought she left? Must have magic powers to answer the store from home). She told me she explained a bunch of stuff she didn't and she can't do anything further. I told her I record every time I walk into that store and she DIDN'T tell me what she's trying to backtrack on and she freaked out and told me they won't touch my account any further and they will refer my account to the legal department because I'm "not allowed to record them" (Arizona law is a one party consent state). I would love for the regional manager to reach out and resolve this since the whole store has a consistent tendency to not be reliable or honest (which seems to be the only thing they ARE consistent with).

  

  Business Response

  Date: 12/02/2024

  *****,

  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: HSC1408709. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22605044
  
  I am rejecting this response because:

  I have not spoken to any general manager and none have reached out to me. I would appreciate some honesty in reconciling your unacceptable treatment of your customers and their complaints. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/10/2024

  *****,

  Our internal records indicate that several attempts have been made to contact you in regards to your concerns but unfortunately, we were unable to reach you.  Your customer service reference number is: HSC1408709.  We kindly ask that you please reach out to us at ************** at your earliest convenience.

  Kind regards

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22605044
  
  I am rejecting this response because:

  Still nothing has been sent through BBB to resolve this AND no one has rea he'd out to me personally to resolve this issue. I will not be paying on the bill until the problem has reached a solution. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/25/2024

  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.

  Me and my fiancee recently went in to get a couch and washer/dryer from Aarons. The young lady that helped us was very polite. We picked out what we wanted and she said it would be delivered to us. Unfortunately the washer and dryer that we picked was turned around and sold to someone else the same day. When we called to complain we were told another could be ordered but it would cost more which is unfair because the ones we picked should have not been sold in the first place. So we just stuck with the sectional. The day of my first payment I was at work. The manager called me 3 times which was insane. I picked up and told her my fiancee would be paying her as soon as he gets off. She lied and said she had spoken to him which she had not. I called corporate and told them that she had lied on my fiancee and that she starts calling the phone repeatedly several days before payments are due. They said her GM would call me but they never did. I eventually got fired from my job because she started calling me repeatedly back to back. She tried to charge my fiancee's card before payments are due and calls my phone 7 times within a 2 min period. If the harassment doesn't stop I will be seeking a lawyer as it is against the law for a bill collector to call a customers phone that many times in one session. Just recently she added an in home delivery fee to a payment just because. This manager is a piece of work.

  

  Business Response

  Date: 12/02/2024

  Latoryes,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our internal records indicate that several attempts have been made to contact you in regards to your concerns but unfortunately, we were unable to reach you.  We kindly ask that you please reach out to your local Aaron's store to request to speak with the General Manager at your earliest convenience.  Your customer service reference number is: HSC1406821.   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:11/24/2024

  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.

  I have medical issues that cause me to mis days off of work. I also had three deaths in my family. So I did fall a little short with my payments. But I have made payments on my account and also make promises to pay. I receive numerous calls, texts, and even a notice on my mailbox for everyone to see. My account is not even that far behind.

  

  Business Response

  Date: 12/02/2024

  Ms. *****,

  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: HSC1406427. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer Answer

  Date: 12/03/2024

   
  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,
  
  N *****

• Initial Complaint

  Date:11/22/2024

  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.

  Aarons rented me furniture that has termites, specifically the box spring. ******* would not exchange or take back my newly rented TV for over a month, she said I had to pay for 2 more months, then I could exchange it but I would lose the money I put into it. The tv stand which is also newly rented, is used and I have proof via text messages and pictures from the store manager however I am being charged for a new item. I am told that per the contract for the tv stand, its considered a new item despite me having proof. I have to pay for the landlords termite inspection of the home due to infested furniture and I have to pay to have my own furniture inspected. Aarons didn't want to handle these issues before, however they want to handle it now, only after payment is made, which I'm not doing. The company has been served with arbitration paperwork, **** told me arbitration is "not normal" and that "I must contact the store" and make payment before they will correct the issues. Diamond at corporate today tells me that despite being termite infested, I have the furniture and I have to make payment simply because I have it. **** tells me "arbitration doesn't really do anything" despite Aarons having been the one to compel arbitration in the contract. **** says collection efforts will continue despite arbitration being filed. At this time, I need to let Aarons know I have filed for arbitration, it's currently in the works, they have been served, and Aarons cannot be deceptive and try to talk me out of arbitration. This is deceptive business practices - trying to coerce me despite knowing this is going to arbitration. My contract compels me to arbitration if I have any disputes and I am exercising that right. Aarons continues to call me and not allow arbitration to sort out the issue. They have already made it clear that "arbitration does nothing" according to ****. I will be reporting every call to the arbitrator to show them aarons is trying to coerce me.

  

  Business Response

  Date: 12/19/2024

  ********,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. We will have our ********************* Team look into this and provide you with a prompt response as soon as possible.  Your customer service reference number is: HSC1406418. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us at **************.

  Kind regards

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22594308
  
  I am rejecting this response because: Aarons obviously has no interest in allowing me to exert my right to arbitration because my filing got kicked back from the *** for non payment on behalf of Aarons. Per my contract, Aarons agrees to pay the arbitration fees. This failure to adhere to the contract on the part of Aarons has caused me to have to refile with the **** Again, this action and ****** words affirm Aarons first tried to coerce me into not filing, and now Aarons doesn't seem to want to honor their contract with me by paying the filing fee to arbitrate. 
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 12/26/2024

  ********,

  Thank you for bringing this to our attention.  Our team is currently investigating the matter, and will update you on our findings as quickly as possible. We value your business, and appreciate your patience and understanding during this process.

  Kind regards

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22594308
  
  I am rejecting this response because: are you guys serious? I just got a letter from the store saying they are going to resort to collection efforts. Completely bypassing the entire arbitration process. 
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:11/21/2024

  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.

  Today (11/21/24) I noticed an itchy spot on my upper leg and some spots on my daughter, looked in the couch and saw two bed bugs. I am a VERY clean person and I do not go anywhere remotely dirty nor does my daughter. I got this couch from Aarons two weeks ago and was ASSURED that they clean and look for any sign of stains or bugs. They lied. The couch had crumbs in it and now that I know bugs were there I dont know if my whole house is infested or not. Im sick to my stomach. Everything else in house is brand new form mattresses, to bedding, clothes have all been washed in hot water.

  

  Business Response

  Date: 12/02/2024

  ****,

  Thank you for bringing your concerns to our attention. We confirm that your merchandise has been returned and your lease payments refunded. As discussed with our General Manager, a home inspection is required before we can proceed further.
  Please contact the General Manager at your earliest convenience to schedule a time for the inspection.  Your customer service reference number is: HSC1404975.   If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards