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 Sales & Lease

  1720 Al Highway 21 S Oxford, AL 36203-2460

• 

  Aaron's Sales & Lease Ownership

  4111 Montgomery Hwy Dothan, AL 36303-1518

• 

  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:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description:I am filing this complaint against Aarons Rent-to-Own at ************************************************************* I rented a ********** through their store. Ive noticed that every time I am late on a payment, my TV loses internet connectivity, making it virtually unusableeven though I am currently up to date with my bill.On April 21, 2025, I spoke with Josiana, who acknowledged remembering our previous conversation and mentioned I may need a new TV. She also informed me that Aarons had previously faced a lawsuit for remotely disabling customers devices, and claimed they no longer do this.Later that day, I spoke with *******, another representative, who contacted an outside repair company and said they would be out within 48 hours. However, within just one hour, my TV began working again with no internet issuesraising serious concerns about whether Aarons is still remotely controlling the functionality of my device without my knowledge or consent.This situation feels deceptive and potentially violates consumer rights. I believe the store may still be using undisclosed methods to interfere with customer equipment, regardless of payment status.Resolution Requested:A written explanation and full transparency about whether Aarons still uses remote disabling technology on rented electronics.Clarification on what was done to my TV to restore its internet functionality so quickly.A formal assurance that my device will not be remotely tampered with again, especially while my account remains current and in good standing.

  

  Business Response

  Date: 05/20/2025

  Ms. *****,

  Thank you for bringing your concerns to our attention.  We appreciate you being an Aaron's customer. ********************** takes all customer feedback seriously, and we have thoroughly reviewed the details of your experience.  To clarify, Aaron's does not have any control over the internet connectivity or functionality of leased or sold devices. We also do not use or support any technology that would remotely interfere with or disable customer equipment. Internet connectivity issues are typically related to the service provided by a customer's internet provider or to technical limitations of the device itself.  That said, we regret any inconvenience youve experienced. Our records indicate that steps were taken to investigate your concerns, including an in-person visit and an attempt to coordinate third-party technical support. In the interest of resolving this matter and restoring your trust, we would like to extend the option for you to exchange your current TV for another model.  Please let us know how you would like to proceed. We remain committed to supporting you and ensuring your satisfaction.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a refurbished HP laptop. I waited for a few days for them to deliver on Thursday, April 17, 2025. I received it on the above date However, the laptop was blank and I do mean literally blank. They had forgotten to download the programs it needed and was suppose to be downloaded on it. I called and spoke with them and explained this to them. They can't deliver another one until Thursday, April 24, 2025. That is not acceptable. To have a product that does not work and they want a week to replace it?! What happened to customer satisfaction? I would like it delivered sooner than a week!

  

  Business Response

  Date: 05/05/2025

  ******,

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

  Kind regards

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an item from Aarons in ************* late 2024 . The item arrived defective so I called to have them exchange it . They sent *************** with the exchange. In March 2025 my bank statements showed was being charged twice for something at Aarons and I only had one item with them. I contacted the store and attempted to resolve the issue and was told there was not two charges going to my card. I canceled my card and received emails once my payment was due later that month with proof of these charges from Aarons . Afterwards, my granddaughter reached out to ********** store, because she realized that if the chargers were coming from two different locations ****** ** and ************* . Lincolnton store manager stated that he would have three of the charges refunded and then we need to reach out to ****** to have the other two payments refunded because there was a total of five. Upon reaching out to ******, the associates, there would lie and say that they were store management and that they didnt owe anything towards the account. I talked to him several days over the next few weeks. On April 17, my granddaughter received a call on my behalf stating that they had not spoken with me in weeks when she stated that she knew they had spoken to me and asked for the store manager. She was transferred to a number that rang for 15 mins and then was routed back to the main line which no one answered. She attempted to call back and was still unanswered. She ended up reaching out to the Lincolnton SM , asking for a district manager of some sort that could reach out to her to getthe issue sorted upon doing so the Lincolnton SM suggest that he reach out to the ****** ** to get the issue handled. When the ****** ** called, he said he will fix the issue. I find out that he did not fix the issue and has not refunded or applied the payments that is owed to my account but only moved my payment date out two months as a extension. Now I also find out my lease length changed.

  

  Business Response

  Date: 04/23/2025

  ******,

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

  Kind regards

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a washer and dryer from Aaron's in *********************** and soon after buying the products. They began rattling like something was wrong with it. Aaron's sent someone from maintenance and they were baffle about how the washer sound. The maintenance worker called back to the office of the store to discuss what was going on with the washer but they told him something without my knowledge of what and left with an explanation. They said that that's the way it supposed to work. I wanted to turn that back in for another but they didn't offer me any other options and handled the situation as an as is buyer beware.

  

  Business Response

  Date: 04/23/2025

  ********,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our Regional Manager has made multiple attempts to contact you regarding your concerns; however, we have been unable to reach you.    We kindly ask that you please return their call at your earliest convenience so that we may assist.   If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:04/17/2025

  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.

  The first of this month, April, I paid my bill and applied for a riding lawn mower. I was approved, I paid ****** towards it and it was scheduled to be delivered that following Tuesday the 8th. On the 7th I received a phone call to go over the contract. I don't do verbal contracts, and find it a little odd we would need a contract over the phone after taking my money and scheduling delivery. Not only do I have tinnitus, but I have audio processing disorder. Regardless, verbal contracts shouldn't be a thing. After much back and forth between ****** and another employee, I stopped explaining myself. The lawn mower never got delivered, evidently we did not have a contract. I contacted Corporate Office and spoke to a representative with a confirmation number of ******* and I never received a call back. I'm wondering, since we didn't have a contract agreement, which we should have had before taking my money and scheduling the delivery, why haven't I been reimbursed?

  

  Business Response

  Date: 04/23/2025

  ****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Our records confirm that you requested a mower, and a prorated payment was collected at the time of the order. Once the item arrived, our store team reached out to complete the lease agreement; however, we would like to clarify that all agreements are finalized electronically through DocuSign, ensuring both convenience and security. Additionally, If you have not yet done so, we kindly recommend contacting the store to arrange receipt of your refund.   If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/11/25 My tenant was supposed to get items delivered to them from Aarons. During the delivery, my brand new floor that were put in less than two months ago was damaged and ripped. My tenant contacted me and I had my tenant contact the store right away to start the process of repairing the kitchen floor and opening up a claim for the damaged floor. The damage occurred on 3/11/25. Today is 4/15/25 and still no resolution. The store manager got my number from the tenants but never contacted me. I told her I got the floor from ***** and all I want is for the kitchen area to be replaced. The floors are vinyl sheets, they are not planks or tiles that only a portion can be replaced. I had Lowes come out and give me a quote to replace ONLY the kitchen (where damaged occurred) with the exact same floor as before for $1763.06. I had sent this quote to the store manager via email and got no solution. The store manager gave me the run around Also that the floors are an exclusive Lowes item and only Lowes carries that color and pattern and thats where I got quote from. Im not be unreasonable, Im simply asking them to replace what they damaged and not do a patch job. Well finally the store manager created a case with corporate and they will be calling me. Guess what, a week goes by and no call. I tried calling corporate and was told to give them 24 (business hours-3 days) to call back. Yup, still no call back. Today 4/15/25, over a month ago since damage has occurred and still no call back, no resolution and being told to wait about 24 hours. I want cooperate to call me and I want Aarons to send me a check or deposit $1763.06 so I can get my kitchen floor replaced by Lowes (with the exact same material and color) since it was damaged by Aarons delivery team. The whole floor in the kitchen needs to be replaced because its vinyl sheet and gets installed as a single peace. They wanted me to get a second quote and I got that as well.

  

  Business Response

  Date: 05/05/2025

  Our Claims team has filed a claim regarding Mr. ******** property damage request and is actively working with him toward a resolution. We understand the importance of addressing these concerns promptly and appreciate your patience as the process moves forward.  If you have any additional questions or information to share, please dont hesitate to reach out.

  Kind regards

• Initial Complaint

  Date:04/14/2025

  Type:Product 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.

  Months ago, I had been on the website and put something in the shopping cart, but didnt order it after that the manager would call me as if Im ready and I kept telling him no Im not ready to order. I didnt get rid of my old sofa. Just moving in things are going on continue to call for a while and I kept telling him not yet.Last month I started getting these emails like advertisements from errands telling me I have an appointment for about my payment. I called the store. I emailed and I told him I dont have a payment. I dont have any furniturefrom you that Im paying on anything I have been paid off for a couple years. I have nothing I did not place that order well. I continue to get that email so I called the office one day in a very nasty salesman says where is your payment? I tried explain to him. I dont owe you money. I dont have any of your furniture. I wrote to the corporate office and never heard anything Today I open an email. Its another email from errands saying I still have my VIP privileges which I dont know what they are even though I returned my purchase to them.Idea what theyre talking about. I didnt return anything to them because I didnt have anything from them. I do not owe them money no matter howmany times *** said this no matter how many times Ive written to the customer service at the ********************************************* it doesnt stop. I have blocked phone from the store. I dont know how to solve this. I do not have furniture from them or anything else I do not owe them a ***** inthe past like I said I paid off furniture from them two years ago. I receive nothing else from them. Why can they not adjust the records accordingly I dont know how to get through to them. I just cant and I dont know what to do about it anymore? Cannot upload any document or something I do not have. I do not have anything from them. I do not owe them a ***** and I cant get through to them.

  

  Business Response

  Date: 04/23/2025

  ****,

  Thank you for reaching out. After a thorough review of our records, we can confirm that you do not have an active account with us at this time, and there is no outstanding balance or payment owed.   If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

   

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/13/2025

  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.

  I purchased a couch from Aarons online on 4/8/2025. The advertisement says i will receive my order in 2-3 days. I received notice that my online order was cancelled because I failed the verification process. When i called customer service they told me to bring my drivers license to the local store. When i did they showed my the couch i purchased on theyre showroom floor. They said that i was on the schedule to deliver on Monday 4/14/2025 at 3pm. I advised the manager at the ********************,** location that the website said delivery would be in 2-3 days, and I purchased a new couch and not used furniture that has been sitting in the showroom with people sitting on it. *********************************************************************

  

  Business Response

  Date: 04/28/2025

  ******,

  Thank you for your interest in doing business with us. We appreciate the opportunity to serve you.  At this time, we regret to inform you that your order was canceled based on the results of our decisioning process. You will receive a formal notification via email and/or mail detailing our decision.  If you need any further support, please do not hesitate to reach out to us at **************.

  Kind regards

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/11/2025

  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 got financed for a couch and it was supposed to be delivered on a Thursday or Friday. They wouldnt deliver the couch so we had to goand pick it up. Then once we got the couch in our house one side of the couch not my cat Pee we talked to manager he said hed have someone from his company come out and shampoo. The couch after they did that on the one side of the couch, we bedbugs on the other side of the couch. We took it out of the house called them yet again they said theyd give us a another used couchsame price and come out with the bug exterminator and inspect the house on the couch and treat the couch before its in the house and weve still been waiting

  

  Business Response

  Date: 04/14/2025

  *****,

  Thank you for bringing this matter to our attention. To assist you further, please provide the store location along with at least one of the following: phone number, email address, or agreement number associated with the account referenced in this complaint. The information currently provided does not match any records in our system.

  Kind regards

• Initial Complaint

  Date:04/10/2025

  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 purchased furniture from Aarons I make my payment every 2 weeks automatically it comes through around 530 am I also keep my card locked but unlock it before the payment t come out my account April 4 my card was locked and payment was attempted at 4am so I called the store once it open to make the payment over the phone ******* was assisting and told him I wanted to make my payment he stated the amount and I told him thats not the correct amount he said I was being charged a late fee because he was taking the payment I told him the payment not late its due today how is it late he said cause hes taking the payment I told him they have taken my payment over the phone on the due date and I was never charged a late fee at that point I told him since Im being charged a late fee the same day its due Im not making the payment if Im being charged late fee Ill wait on making the payment they go over your contact verbally with you but never states if you make it directly with them on your due date late fees will be charged Ive made multiple payments over the phone on my due date and no late fee ever been charged they can pull the call before it starts it tell you on a recorded line they can pull all calls from when I called and made payments

  

  Business Response

  Date: 04/15/2025

  *******,

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

  Kind regards