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

  5850 US Highway 431 Albertville, AL 35950-2048

• 

  Aaron Sales & Lease

  1720 Al Highway 21 S Oxford, AL 36203-2460

• 

  Aaron's Rental Purchase

  9532 Parkway East Birmingham, AL 35215

• 

  Aaron's Rent to Own

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

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:08/28/2024

  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.

  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: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.

  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: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.

  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 unannounced

  

  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 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: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.

  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 check

  

  Business 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: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.

  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: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.

   
  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,
  
  ***********************

  

  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

• Initial Complaint

  Date:08/19/2024

  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.

   
  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,
  
  *******************

  usband 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.

  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,
  
  *******************

  

  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

   

  

  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

• Initial Complaint

  Date:08/19/2024

  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.

  Hey I came in Aarons store on Yesterday, and seen a ***** sectional priced at 87$ per month, and I told the sales representative I would like to purchase it. The sales representative told me yes I could purchase it but come back on Today because he couldnt sell me the floor Model, and he would have the same set available for me on today once he picks it up from the Customer. So I called up to the store today while I was at work I spoke with *** the ** and told him I would be coming up to pay for my set today when I got off work the set that was promised to me by his employee. *** then stated the sectional that youre referring to is 169 a month and your leasing power is 87 dollars. I then stated and told him no the price is 87 dollars I just left from store on yesterday. So when I got off work I went up to the store, and true enough *** changed the price from 87$ dollars a month to 169$ a month I told him that wasnt wat his employee promised me yesterday and I seen the tag with my own eyes that said 87$ a month for WHOLE SECTIONAL. *** then stated his employee made a mistake and printed off wrong tag. I feel I should be honored for the price I was promised for the sectional. I shouldnt have to suffer for him and his employees mistake. *** stayed up there two hours after work just to keep getting the run around I am highly upset

  

  Business Response

  Date: 08/27/2024

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aarons customer and apologize for any confusion regarding the sectionals pricing. The $87 monthly price reflects only one half of the sectional, as indicated on our price card. We understand this was not what you anticipated, and as a gesture of goodwill, we offered a 10% discount on the monthly price for the entire sectional.  Your customer service reference number is: HSC1296500.  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:08/19/2024

  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.

   
  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,
  
  *********************************

  

  Business Response

  Date: 08/22/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer and apologies for any inconveniences caused by your experience. 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: HSC1296521. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards