Complaints
This profile includes complaints for Aaron's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 783 total complaints in the last 3 years.
- 249 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/02/2024
Type: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 have been harassing me for months . Calling leaving messages from multiple number sending letters or different addresses I dont live at. Harassing me over furniture I dont have I rented from them awhile ago keep bothering me its sickening
Business Response
Date: 09/03/2024
Angel,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Your account has been transferred to our ***************************** due to non-payment for 60+ days. 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:08/29/2024
Type: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 placed an order on August 11 through a promotion for two pairs of beats headphones. Call the store spoke to someone on Thursday August 16, set up delivery for August 23. The next morning I got a call from someone who got on the phone and requested my credit card number and expiration date never said their name. Said they wont deliver without payment but I already paid the promotion rate. Then the regional manager got on the phone apologized and said someone would call August 19 to arrange delivery. Here it is August 29 no call I even called again some said the manager would call in 10 minutes that was August 28.Business Response
Date: 09/05/2024
*******,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our General ****** has had the opportunity to discuss with you your concerns and is working with you toward a resolution. Your customer service reference number is: HSC1301176. 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:08/29/2024
Type: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 never had an account with **********************. Not then, not now. They keep trying to contact me at my old address and they are harassing the new home owners. I contacted the number on the paper and was told they could not disclose any information as to when and where these items were delivered. I then contacted Aarons customer service and was told they have no fraud department. **************** cannot provide me any information on the purchase as to when and where it was delivered but they would submit the information to the regional manager and they would get back to me within 24 hours. In the meantime the new home owners are being harassed for an account that I NEVER HAD!Business Response
Date: 09/05/2024
*******,
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: HSC1301137. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).
Kind regards
Initial Complaint
Date:08/28/2024
Type: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 August 7th 2024, I had went to Aarons and spoke to the manager ***** about purchasing a washer and dryer. I picked out a set that in total with delivery and set up came out to ********. I waited until the following Tuesday on August 13th to get it delivered to my house and when they were delivered I had gotten sent a USED washer and dryer when I had paid for a a brand new set. The following day I called the store and spoke to the manager ***** again. She stated I paid for a pre-leased set and a brand new set of the same washer and dryer costed 2900 dollars. I then stated I wanted them to come pick them back up and I wanted to get a refund considering they have a 15 day return policy from the date it was delivered. She told me they would be here the following Tuesday on August 20th to come and pick them up and they wont refund the ******* until they have the product back in store. So I waited until the next Tuesday august 20th for them to come and get them and they never showed up. I called the store again and they didnt even have a pick up set for me in the first place and nobody knew what I was talking about. I finally got in contact with ***** again that day and she told me they would be here the next day on Wednesday to pick them up. Again, never showed up. So I called back Wednesday evening and she said they would have to come next Tuesday on August 27th to come and pick them up. Tuesday morning I had called the store and again spoke to ***** about the pick up to confirm, and she confirmed with me that they were indeed coming that day and they would call me when they were close by. I waitied until 6:30 pm and decided to call back where I then got somebody named ******* on the phone and he checked and said there was nothing scheduled for pick up and didnt know what I was talking about. It has been 3 weeks Ive been trying to return this washer and dryer and get my money back and I can not get anywhere with this company.Business Response
Date: 09/05/2024
********,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our merchandise has been successfully retrieved and a refund has been processed. Your customer service reference number is: HSC1300572. 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:08/27/2024
Type: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 rented a freezer from Aarons and about 3 months ago it stopped working and the business will not fix it because she has roaches in the home. She told them she would sit it outside so a tech could come and fix it outside but they said they do not do that. She is still making payments on the freezer and they want to charge her for the loaner freezer they provided on top of the payments for the other freezer.Business Response
Date: 09/05/2024
****,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our vendor could not repair the freezer due to the infestation, as per their policy. However, we provided a loaner unit at no charge to minimize any inconvenience. Your customer service reference number is: HSC1300317. 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:08/27/2024
Type: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 21, 2024 I was called by Aarons Funiture Store. I made a payment of $189. I let them know that I did not want ******* queen size bedroom set nor did I want the Infiniti game table they said that they will schedule a time to come pick it up And that I was gonna receive a call back never received call back. Someone showed up to my door. I have a doorbell camera. I was not at home. I let the man know that no one gave me a specific time. I was supposed to call back, they never came back that day to get the furniture like they said they were going to do , two days past another guy showed up at my door unannounced. No appointment made to come pick up the furniture. He said he was here to collect the payment. I didnt let him know that I made a payment on August 21 of $189 and that he should be at my house to pick up the furniture hes called his manager. The manager verified what I said. He said he will be back. He never came back. I have everything on my doorbell camera. I got a call today, August 25th by a manager named ****** at ********** in ******* I let him know that they can come pick the furniture up at 3 PM. He said OK. I never got a call back. They never came Got Funiture. I looked on my phone 10:30 PM on my bank account and they had my bank account and the negatives and had charged me. I dont know what theyre charging me for. I already paid $189 for the furniture that I was keeping and I have been waiting for them to come pick up the furniture, Im being charged over and they have my account in the negatives and I would like a refund back and they need to come get their furniture they kept leaving voicemails. I cannot add the voicemails. I still do have them responded back to their call and I called them. I can print my call log out to prove that I called them and they were supposed to be calling me back with a date and a time when they were going to come pick up the furniture, they showed up at my house two Times unannouncedBusiness Response
Date: 09/05/2024
*******,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our General Manager has had the opportunity to discuss with you your concerns and are working with you toward a resolution. Your customer service reference number is: HSC1299514. 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:08/24/2024
Type: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.
They come to your home and ask for payments and what time are you coming in to make the payment thats soliciting they dont give me time to get my pay checkBusiness Response
Date: 08/26/2024
******,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. As noted in the ********************** agreement, customers do consent to home visits in cases where their account is past due and we are unable to make contact through other means. However, we fully understand that everyones situation is unique, and were here to work with you. If timing is an issue due to your paycheck schedule, please do not hesitate to contact your local store to arrange a payment plan that better fits your needs. Were happy to assist you in finding a solution. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).
Kind regards
Initial Complaint
Date:08/22/2024
Type: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 had a rental agreement with Aarons for a stove. I fell ill & had some hardships & fell behind on my payments back in May 24. I went to check my account online in ********* stated the payment was extended. I was enrolled in EZPay so the payments should have came out my acct automatically. I checked my bank *********** didnt. I checked again in July to make the 2 payments that I was behind & my account was deactivated. I called the store & got no answer. I received paperwork from the local magistrates office that was filed by the store mgr **** or ****** on 7/11/24. The paperwork states the last payment I made was 2/16/24 which is a lie. The last payment made was 4/24/24. I was unable to make additional payments because my acct was deactivated in July. I called the store & spoke with ************* & got conflicting info. They said they came to my home & left notices & that my acct was deactivated in june, then he corrected & said July after requesting to file the court papers from corporate on 7/11 & actually filing on 7/23. The letter from corporate for the court filing is dated 4/16. My account was closed & I was prevented from making my payment for that reason. I think this is personal action by the store mgr bc he came to my house in March in his personal car, knocked on the door & told me I had to give him a payment then. I told him I couldnt. He got on his cellphone & called the store & started talking. I closed the door as I was working. Hes been upset with me since. He even spoke of it during my call today. That is why I do not get letters about my account. He said they come from corporate although the 1 letter I got in 11/23 came from the local store. I have been a customer of ********************** since 2001. I would have paid my agreement if I had access to my account. The mgr doesnt like ******* wants to make things difficult. I already had to pay the delivery guy $60 cash to remove the old stove when this one was delivered, yet Im looked as a *****Business Response
Date: 08/27/2024
*****,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, 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: HSC1297976. 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:08/21/2024
Type: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 lost my job and my home. I cannot afford the merchandise I leased from aarons on ***** hwy in **********. I've tried asking for a payment deferral. When I got a NO I requested to have the item picked up. They won't come get it. They just want to harass me. I feel I'm being racially targeted. I have to move and they are trying to get me to abandon the item. Therefore they say I left it behind then they can still charge me with it.Business Response
Date: 08/22/2024
*****,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. We are ************************ to inform you that the merchandise has been successfully retrieved. We have updated the status of your agreement to reflect the completed return. Your customer service reference number is: HSC1296964. If you have any further questions or require additional assistance, please feel free to reach out.
Kind regards
Customer Answer
Date: 08/22/2024
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:08/19/2024
Type: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 with ********************** for just under 2 years and every time I order something or rent something from Aarons something always goes wrong. I have ordered three different televisions and none of them worked properly. During one of the storms my ceiling came down and split the wire to the television. I called Aarons and ****** answered the phone and I thought she was going to be able to help me and she told me because I didn't make an insurance report she basically told me that Aarons will not cover me for a new television but I pay for insurance for anything that breaks and that is beyond my control. They told me that I have to pay for a broken and I am saying that I'm not paying for this one because I didn't break the television. So, They either take the television off my account or I will take legal action against Aarons. I do not want to have the General Manager contact me because he was rude to me over the phone several times and he did it in front of my husband all because he didn't want to replace the television, he also accused me of putting a virus in the television. I also do not want the District Manager contacting me because when I reported the manager to him, he refused to do anything about, and he said it was okay for the manager to disrespect me on the phone. I have spent a lot of money with Aarons, and this is how I get treated. I want to be contacted by the owner I don't want a phone call I want email only. If Aarons does not take the television off my account there will be a serious problem. I am going to repeat this one last time I WILL NOT PAY FOR A BROKEN TELEVSION!!!!! My father bought me a brand new television it was the same television I was renting from Aarons the only difference is the one Aarons rented to me is **************** The one my father got me from ******* is a Onn he paid $700. Aarons was charging me $1600. Again I am not paying $53. a month for a TV that doesn't work, poor customer service.Business Response
Date: 09/11/2024
*******,
Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. After carefully reviewing your case, we have determined that the damage caused by the storm does not fall under the terms of the manufacturer's warranty, as the television itself was not defective. As a result, the television is not covered for replacement or repair. We consider this matter resolved, and we will continue to pursue the account in accordance with the terms of the lease agreement. Your customer service reference number is: HSC1297543. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email ***************************************** or by phone ***************).
Kind regards
Customer Answer
Date: 09/11/2024
Complaint: 22167332
I am rejecting this response because: I will not be paying on this television if you continue with this harassment I will contact my bank and file a complaint if that doesn't work y'all will be hearing from my attorney secondly the manager of Gastonia Aaron's needs to be fired he rude and disrespectful he has disrespected me on countless times I have complained about this and the District Manager did nothing but give me excuses why he did this to me I want something done
Sincerely,
*******************Business Response
Date: 09/11/2024
*******,
We would like to assure you that your feedback is taken seriously, and we will use it to improve the training and support provided to our team members; however, at this time, we consider this matter closed.
Kind regards
Customer Answer
Date: 09/11/2024
Complaint: 22167332
I am rejecting this response because:
The issues with the TV and the manager is not resolved. I am not paying for a busted tv especially if it was out of my control
Sincerely,
*******************
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