Complaints
This profile includes complaints for Aaron's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 774 total complaints in the last 3 years.
- 238 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:10/20/2022
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 returned three items over a month ago and they have not been removed from my bill. I was told multiple times that they would be removed but this company has not removed the three items and is still charging me for items I do not have. They are also charging me late fees since I won't pay a bill that is not correct. I need my previous late fee refunded and my current one removed as well the bill reduced by the correct amount for returned items.
Business Response
Date: 10/25/2022
******************,
Thank you for being an Aaron's customer. Your feedback has been forwarded to your local store to review and address your billing issue today.
Customer Answer
Date: 10/25/2022
Complaint: 18251243
I am rejecting this response because:I don't want to deal with the local location anymore - they lied multiple times that they would remove the price of my returned items and the lady i spoke with last time was very rude. I don't want the Vallejo location calling me because they either don't know what they're doing or don't care.
Corporate needs to fix this and call me after. I will work with a corporate agent to make payments but i will not pay otherwise. If i face any penalties or collections over this i will **** I have my documented proof and I'm guessing the store does not have theirs.
Sincerely,
*****************************Business Response
Date: 10/26/2022
******************, from my review of your account, the general manager personally reach out to you and addressed your concern. We now consider this matter resolved.Customer Answer
Date: 10/26/2022
Complaint: 18251243
I am rejecting this response because:The GM reached out to me multiple times before and the issue had not been resolved. What i said before stands.
I don't care if YOU consider the matter resolved. Of course you would.
Sincerely,
*****************************Initial Complaint
Date:10/19/2022
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 of ********************** (regretfully) and have been paying my bill. I have been faced with some medical issues and have been a couple of days late. My bill is due on the 15th and on the 15th the employees at the store start calling every phone number they have listed for me. They have started coming to my house unannounced. I have asked them several times not to come to my home in the very ignorant way that they have been. I have a family and neighbors and they have done everything they can to embarrass me. I would like for them to stop the harassments. I have paid way more than the furniture is worth. I would like for them to mark my account as paid in full and closed. I would file a defamation of character suit but I am too ill to pay a lawyer. Even if they don't agree to my terms completely, I would like for them to contact me through mail only.Business Response
Date: 10/20/2022
******************, thank you for being an Aaron's customer. I have shared your feedback with the local store for review and response.Customer Answer
Date: 10/20/2022
Complaint: 18244689
I am rejecting this response because:
Sharing my concerns does not resolve my issue or concerns
Sincerely,
***************************Business Response
Date: 10/26/2022
Thanks for your feedback. The general manager has personally reached out to you several times attempting to address your concerns. To date, you have not responded to any calls. If you still need assistance and desire a resolution, please contact the general manger of the store.Customer Answer
Date: 10/26/2022
Complaint: 18244689
I am rejecting this response because: I have not received any phone calls or messages from any one other that store workers attempts to collect past due amounts
Sincerely,
***************************Initial Complaint
Date:10/13/2022
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.
Since the beginning of the year maybe March or April I've been trying to get the company to repair the couch I bought and still currently pay for (which is paid on time). It says that I'm supposed to call for repairs on the website because I'm covered. I called back in March or April that there was a problem with the couch. Someone came out looked and even found another problem with couch that I didn't know. He told me someone will call me in a day or 2 to follow up. 2 weeks pass and I have to call. The guy on the phone tells me they need to send someone back out again because they didn't take pictures. *** comes back out a few days later and takes pics and tells me someone will call me back in a few days. I have to call back about a month later. The guy on the phone tells me he doesn't know anything about my issues and because I did buy the added coverage, he doesn't think they can help now but he's going to check and call me back. another month passes no call back. I call corporate number asking for a higher up to call me back about this, the lady takes all my info and says they will call back in 48 hours......that was about 2-3 weeks ago. The couch has only gotten worse since it wasn't fixed originally and almost to the point that i need to throw it out since its so broken on the inside it makes it to uncomfortable to sit on. The guy who came out to look at it the first time even found a problem with it that it I didn't and sure enough that broken part he found only got worse to. We pretty much sit on the wood frame that's how bad it is. The website says they will repair any problems but that is false i'm getting the run around for something ive never been late on paying. At this point I just want another couch, because this one is poor quality, and they won't even fix it. I'll pay whatever difference but i want the old 1 removed and a new one since no one will fix it. I'm not hard to work with but this company doesn't care about the customer at all.Business Response
Date: 10/19/2022
**************************, thank you for being an Aaron's customer. I have shared your feedback with our local store. The store will reach out to you directly to address your concern.Customer Answer
Date: 10/26/2022
Complaint: 18210181
I am rejecting this response because: 1. No one has called me like they said they would, which is exactly what i wrote "they tell me they will call but never do" both from corporate level and the local store and 2. They didn't even read my response or take it serious. "*************************"? Yeah maybe read my name again. They're not even showing respect to the customer at all. They got their money so they dont care any more. Everytime you think Arrons can't get worse they do.
Sincerely,
*****************************************Business Response
Date: 10/26/2022
Thank you for your feedback. I confirmed the store will be reaching out to you today to address your repair issue.Customer Answer
Date: 10/30/2022
Complaint: 18210181
I am rejecting this response because: it's now Oct 30 and not 1 single call was made to me. They were supposed to call Oct 26 it was "confirmed" and everything.....yeah right. I get it I'm stuck with this broken product and no one is going to help. Aarons is getting their money and that's all they care about about. I've been more than fair with waiting for MONTHS to get some help but it's unfair that I can't get help when it flat out says on the product I purchased that I'm entitled to repairs. At this point I might have to start bringing this to social media and make it public how I've been getting jerked around from this company for months. maybe in the public eye ill get help finally
Sincerely,
*************************************Customer Answer
Date: 11/03/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*************************************
Business Response
Date: 11/04/2022
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
Regards,
*************************************
Initial Complaint
Date:10/13/2022
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.
In September 2022 a contract between Aaron's and my self was closed out. In October of 2022 I was charged a maintenance fee for the closed account. The fee shouldn't have been charged, and Aaron's is refusing to return the fee, it was $10.94 I would like some help with this matter if possible.Business Response
Date: 10/19/2022
**************, thank you for being an Aaron's customer. We will have the local branch reach out to you today to address your concern.Initial Complaint
Date:10/12/2022
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.
It's about ***** Dorchester Mass I basically ordered a ******* Q LED ** the lady who was talking with said that she had none a few days later a ** big truck came without me paying anything I was I'm assuming it was a ******* Qtv because she had said that they were coming in when I open the box it's a ******* Crystal ** she calls me the next day and she says we have a bunch of qled **s I've been trying to get a hold of somebody ever since it's been maybe 10 days I haven't made a payment yet I qualify for 205 and it's it's the exact same payment that I would have been paying which is $84 or 55 in ******* qled when I called they said nope they're not going to gratify me even though they made the mistake it's only been 10 days it's their mistake I don't understand why I can't get the ** I want and I'm a really good customer I've already close to accounts it told me I have to wait 3 months to keep paying this why if it's not the one that I want and they have the one that I want they made the mistake if I have already made a payment and it's been three or four months I understand it's been 10 days and I don't want any problems I just want the ** that I originally ordered and wanted which was the ******* Q LED ** I signed off on it thinking that it was a community ** but the lady said sorry she made a mistake and I have to talk to some guy the guy has been very rude telling me that I didn't know way he can help me I think I'm in the right here have a great history with Aaron's don't even *************************************** a ******* **** series with the crystal ********* I know my **s I wanted a ******* qled they said they have them now why can't it be easy as they take the ** back and bring the ** that I want it's the same payment which I haven't made my first payment yet and happy customer but no they're going to make my life miserable I need someone's helpBusiness Response
Date: 10/26/2022
Thank you for being an Aaron's customer. To my review of your account, the local store contacted you and addressed your concern. We now consider this issues resolved.Initial Complaint
Date:10/11/2022
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.
Starting around October 7 2022 Aaron's of ***** **** started calling me about a bed that I do not have. My roommate moved out and I have no idea what they did with the bed. This is not my account and they need to stop harassing meBusiness Response
Date: 10/26/2022
**************, thank you for being an Aaron's customer. Your feedback has been shared with the local store for review and response.Initial Complaint
Date:10/09/2022
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 took the item I was renting back in May of this year but they are still charging me for their "Aaron's club" membership every month. I have called their customer service and went to the store as well but no one is helping me. I don't even think they closed my account properly because I paid up to July but took it back in May but I never got a refund.Business Response
Date: 10/26/2022
Thank you for being an Aaron's customer. Your feedback has been shared with the local store for accounting review and refund, if applicable.Initial Complaint
Date:10/07/2022
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 just purchased an item from this store at the end of September. The lady who rang us up keyed our payment wrong causing there to be a discrepancy of $4.62 which they threatened to get my items over. I handled that promptly and come the next week, my payment was taken. They state the payment declined and they reached out numerous times but they did not. Not even 5 business days later they show up at my house at 8pm on a Friday night attempting to take the items. I never received a phone call or a letter letting me know the payment was declined so I could correct it. Also, the lady who showed up to my house was rude and said that she would be back tomorrow and she would get into my house for the washer and dryer whether I was home or not.Business Response
Date: 10/26/2022
Thank you for being an Aaron's customer. Your feedback was shared with the area and regional manager of your store of record for review and training purposes if applicable.Customer Answer
Date: 10/26/2022
Complaint: 18184754
I am rejecting this response because: it in no way fixes my problem?
Sincerely,
*************************Business Response
Date: 10/27/2022
Please call or visit the store and ask to speak with the general manager who can address any concerns you have regarding your account.Initial Complaint
Date:10/07/2022
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 have never been so disrespected in my life from a company. I have never missed a payment. I have had this washer and dryer set for at least 6 months if not longer. I recently rented a mattress in late Aug early Sept 2022. I get paid bi-monthly. I have ALWAYS has ez pay setup. For whatever reason when I bought the mattress everything with the ** pay went haywire. The app was trying to charge me one payment for the washer and dryer and mattress and then ANOTHER payment for the mattress alone (making it a double payment for the mattress). I spent 7 hours literally calling the store on a Friday only to have no answer. When I contacted another store in the area they said they couldnt help me and they called my store and the guy told them He was the only one working and that why he wasnt answering phones. This was the first time I tried to fix this. I then had to remove myself from ez pay to make the correct payment and then redo the ** pay (still wasnt right). So I called the following 2 weeks later and spoke with a store associate who I told about the situation. The items were on a monthly schedule which they should not be and were never supposed to be set that way. He stayed on the phone with me and fixed both to the 15th and 31st like they should be and HAVE been all along. I made the payment the app said I owed. I hung up. I have now been harassed by the district manager saying Im a liar, that I never spoke to an associate (call records) and if they calls are recorded pull my call for proof. He charged me a late fee saying I tried to short change them when renewing the ez pay (that was their fault it was messed up). Like really? Over $14.00???????. I have attached proof of how it says Im behind when Im not. How it says the last approved payment was in august when it also shows the last payment was on ****. How it STILL shows monthly. How it STILL shows the same amount of payments are owed after making a payment. 100% fraud practices going on here.Business Response
Date: 10/10/2022
******************,
Thank you for being an Aaron's customer and sharing your feedback. Per our conversation, we are looking into you billing issues and attempting to address your concerns today.
Customer Answer
Date: 10/10/2022
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 after receiving a phone call from corporate compliance today.
Sincerely,
*****************************Initial Complaint
Date:10/07/2022
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.
We got a chair from them that had bed bug, which my daughter and I are allergic too, so I cancel Ezpay. And took back all their merchandise!!! But the next day they use easy pay and took out the payment anyways, without permitting. But they will not talk to us when we try to call we get hang up on. Im trying hard to get our money but cant we our seniors. And our checks are small, its neededBusiness Response
Date: 10/26/2022
Thank you for sharing your feedback. Your account in under review. If the merchandise was returned, the store will determine if a refund is due.Customer Answer
Date: 10/26/2022
We cancel the prepaid payment they did not have permission to take out the payment cause we return the mechandise, we would appreciate a refund thats owed to us. ** muchBusiness Response
Date: 10/28/2022
Thank you for bringing this to our attention, we will have someone look into this and get back to you as soon as possible. Thank you.
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