Complaints
This profile includes complaints for Aaron's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 776 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:08/05/2022
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.
Worst location ever!!!!! Customer Service at this location is completely unacceptable and obsolete. General Manager **** has an extremely nasty demeanor and will talk to you like youre trash. ******* aka worlds nastiest employee, told me to Go F*ck myself in front of my two boys and husband (on the phone) after refusing to give me the Regional Managers phone number numerous times. Never missed a payment but theyll say I never pay my ************. Set up Monthly payments on Aarons website aka EZ Pay, but yet theyll call you every single day 3-4 times a day even though your bill isnt due until the end of the month. Customer Complaints go unresolved, so I would highly suggest you go elsewhere because this place is a nightmare!
Business Response
Date: 08/16/2022
Thank you for your feedback and concerns. Your feedback has been shared with the area manager and regional manager of your store location.Initial Complaint
Date:08/05/2022
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 rented a washer and dryer plus a playstation 5. I had a job offer in another state so I returned the product. I had to change debut cards because for 2 weeks after they attempted to steal money off of it while calling me asking for payment. There's 4 people working there and each one of them called me in those 2 weeks time asking for payment or the product, each time I'd tell them they already have the product and they say they'll have to look for it because they haven't seen it. I called corporate a,month ago and was told I would be contacted within 2 or 3 business days but haven't heard from them. I would go to jail if I attempted to take money off someone's card without authorization so something needs to be done since they work with the elderly a lotBusiness Response
Date: 08/16/2022
Customer ******, thank you for sharing your concerns. Your account is under review and your feedback has been shared with the store manager.Initial Complaint
Date:08/04/2022
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 **** of this year I was hit and run on my Aarons rented bicycle. A bicycle that they had never rented before, one that I was forced to put together on my own and one that was a total loss during the accident. I assume it's in a landfill by this point. Once I recovered from my injuries I contacted all of my debitors to set up payment arrangements and paid the most important things such as rent and propane first. Aaron's has been using mob tactics to come to my home to collect a bicycle that doesn't exist! I was going to continue paying on the bicycle out of good faith because that's how I do business but I will not pay another dime after how me, my babysitter, my family and my employer has been treated. This is Aaron's leasing in ***************************************************! If they would like to pursue this further I will see them in small claims court. I bought the bicycle from Aaron's online to avoid having to deal with a local store for this reason exactly! I was told at the time of purchase that my bike was insured in the case of an accident or injury and they have done nothing to replace or repair my bicycle before it was disposed of. Absolutely nothing.. the manager actually said" oh that's a tough one their insurance of the person who hit and run you should pay for it!" That's kind of hard when the person who hit me in **** was never apprehended.Business Response
Date: 08/16/2022
******************, your feedback was shared with the store and area manager. After review of your account they will reach out to you directly to address your concerns.Initial Complaint
Date:08/03/2022
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.
A year ago I bought a TV and recliner from Aaron's. I've never been late on or missed a payment. The spring in my recliner broke over 2 months ago. I immediately contacted the business, and they said they can't fix it, so he promised to get a replacement for it. That was over 2 months ago, and have yet to resolve this issue, and I only have 2 payments left. I'm disabled n told him I needed the recliner, and have called them around 10 times over the 2 months.Business Response
Date: 08/16/2022
Thank you for your feedback. According to my records, this issue has been resolved. The store communicated with the customer and order another recliner.Initial Complaint
Date:08/03/2022
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 a previous complaint with this store that I filed through the BBB in September of 2021. This problem was corrected. However, now I want to return couches that I was leasing through Aarons. They wont accept them saying theyre stained. I have proof of what they look like when I got them, when they came to pick them up, and now. I have also attached a copy of the lease agreement. It says DAMAGED BEYOND REPAIR. The ** ******* is extremely disrespectful and weve had issues from my passed complaint. I feel she refused to accept the merchandise due to her being upset about the past occurrence. The couches had a couple water stains on them when they came to pick them up and she refused to take them back. I have washed the couch and there is nothing on them besides the stains that they came to my house already with (proof included). She is now still calling demanding payment. I have reached out MULTIPLE times to have a higher up contact me with no avail. This extremely frustrating especially when the ** is hangin up on you and not willing to communicate with respect. I am ready to battle this in court and have already spoken to other my lawyer about the situation. Now the couches are still in my house and it accrues more money I owe every day. I am so over this company and their poor communication and customer service. I want the couches returned and I was to wipe my hands clean of this situation. I do not want them and was told by the ** thats not my problem, its your problem now before calling me a b**** and hanging up on me ( which I have recorded!) Her behavior has proven my point that she has a vendetta against me and wont take them back. To my understanding the couches would have to be disinfected and cleaned. This would have taken the water ring **** out of the cushion!! Dates, names, times, occurrences all documented!!! I am ready for this to be over and for us to part ways because as I stated before, this has been nothing short of a nightmare!!!Business Response
Date: 08/09/2022
****************,
Thank you for sharing your concerns and giving us an opportunity to respond. We will have the regional manager contact you to address your concerns and see what resolution can be reached.
Customer Answer
Date: 08/10/2022
It has been over 24 hours and I still havent received a call. I have even called myself and keep getting told theyre gonna send the regional manager an email and that he will be reaching out to me in 24 hours. Still nothing at all. This company really needs to get on responding to customers in a timely manner. My initial cal requesting the regional manager was July 27th.Business Response
Date: 08/16/2022
****************,
Thank you for your feedback. Your issue has been shared with the store location and your account is under review.
Customer Answer
Date: 08/16/2022
No. I will not be speaking with my local Aarons. I have repeated myself enough. The ** ******* is highly disrespectful and I refuse to be abused by one of your employees. I had a open case before through the BBB because of her. I have repeatedly requested a manager since JULY 27th. I called again yesterday to have it lifted to the divisional manager to call me.Business Response
Date: 08/17/2022
Again, thank you for the update. Your feedback has been shared with the store manager and area manger for this location.Customer Answer
Date: 08/17/2022
No disrespect, but Im not holding my breath. *** repeatedly called to speak to a manager to no avail. Im seriously beyond frustrated with this all. Im currently on the phone waiting right now for the 8th time since 7/27. It never goes anywhere. But thank you for your feedback.
Business Response
Date: 08/18/2022
Thank you for sharing your concerns and feedback. Your initial concerns and follow up comments have been shared with the store's management team.Initial Complaint
Date:08/03/2022
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.
On July 6, 2022, I purchased a washer, dryer, rug, and sofa. I was informed that the washer/dryer set would arrive on July 7, 2022, and the couch on July 13, 2022. I paid two separate cash transactions because the associate apparently had to switch from the used price to the new price. On July 6, I called the store to confirm the date of arrival. During this call, the sales manager informed me that the ottoman would not be arriving until July 25, 2022. I told him this was fine as long as I have the sofa in time for guests to sit on. He assured me it would still arrive. On July 13, 2022, I did not receive any calls from the store nor did the sofa arrive. I waited a few days to see if they would call me to let me know if there was a delay and nobody reached out. On July 17, I called and asked the sales manager if my sofa would still come and he said yes. I then stated, "So why did it not arrive on the 13th?". He responds, "It should get there by the 20th". I hung up and decided to go purchase a sofa elsewhere as I had guests coming from out of town. The next day, I called the customer service line thinking they would transfer me to the store. I asked them to cancel the sofa because they don't have a definite arrival day and I cannot wait any longer. The representative stated it was canceled. Now, when I called for my refund I was informed by the regional manager that the transaction was never entered into the system even though I have the receipt. He stated," Well, I'll give you a call later because we're in meetings right now". I asked him for his email so I can send him the proof. I sent the email and he has since stopped responding. Today July 3, 2022, I sent an email to this manager as well as the corporate email asking them to return all the merchandise and refund me because the experience has made me feel like I am being taken advantage of. I have yet to receive a response. So I would like to be refunded and schedule a pick-up for everything!Business Response
Date: 08/16/2022
************,
Your feedback has been shared with the store and area manger for review and resolution. Please hold for a response directly from the store location.
Initial Complaint
Date:08/02/2022
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 had a problem with aarons trying to settle payments whenever i dont have money, they are rude and disrespectful and threatened to throw me in jail, I admit that i broke a lease with them but i did so to pay the money, they keep on calling me every month demanding i bring money.Business Response
Date: 08/09/2022
Hi ****************,
From my review of your account, you communicated with the store manager and addressed your concern. We appreciate your business and the opportunity to address your concerns.
Customer Answer
Date: 08/09/2022
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.
Sincerely,
***************************Initial Complaint
Date:08/01/2022
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.
On or about 6/15/2022 I contacted Aarons in ******** ** in regards to purchasing a new box springs. I spoke with ***** around that time and he ordered me what at the time I thought was boxspring. It was delivered on 6/24/2022 and about 2-3 weeks later a friend of mine sat on the top right hand corner of the bed and the board in the boxspring snapped. I contacted ***** and explained to him what happened and he said he would send another one out but if this new one broke I would be responsible. I carry the **** club package and insurance and I dont think that is correct information. He had a nasty attitude towards me suggesting I broke it on purpose. On 8/1/2022 a new exact same boxspring was delivered to me and it was broken still in the plastic sitting outside the delivery truck. I called him and told him and he implied that it was in my possesion and I told him no and even let him speak to the driver and the driver told him that it never entered the residence. ***** then told me I would have to buy a new bed and I am not doing that because come to find out he sold me a Foundation and not a boxspring like I had originally told him. Davids told the driver to have me call him and I did so and he wouldnt come to the phone and when he did call back I explained to him he did not sell me a boxspring but he sold me a foundation. He states that the can not order boxsprings but this is untrue because they are listed on their website. He said he did not care and he was going to send another foundation out and I said not to do so because that is not what I ordered. I want a boxspring delivered to me in a very timely fashion because I bought this for someone and they are not able to stay at their home because of no bed. He argued with his delivery guy Trey'von which was very nice and professional. If he knew he had no boxsprings then he should have said something not just send something out because he thought he should. I want an apology and credit and I want what I ordered.DBusiness Response
Date: 08/09/2022
************,
Thank you for your feedback. Your feedback has been shared with the store's area and regional manager. Please allow the area manager an opportunity to reach out to you and address your concerns.
Customer Answer
Date: 08/09/2022
Complaint: 17656008
I am rejecting this response because: I filed a complaint with corporate office I was told I would be contacted in 24 hours it has been a week later and nobody has contacted me from corporate or management and here is the complaint number that they gave me 0998745 I don't understand why it is taking so long to take care of this matter I don't understand why I was lied to and said it would take ********************** and it's been over a week I'm ahead on my payments by 2 or 3 months
I have not been able to use the product that I have paid for for a good while now so somebody needs to take care of this issue or it will go to the next level I have been done seriously wrong but nobody seems to care at this point I have been patient and fair y'all have my phone number and my information so y'all can contact me I would like this matter resolved thank you
Sincerely,
*********************Business Response
Date: 08/15/2022
Thank you for your feedback. I reached out to the store and confirmed have a scheduled delivery for you on tomorrow.Customer Answer
Date: 08/18/2022
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.
Sincerely,
*********************Initial Complaint
Date:08/01/2022
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.
My previous roommate (who had no lease as my roommate and is considered a guest for all intents and purposes) signed a contract with Aarons for a mattress. I own the property, and I neither gave my express consent for the delivery- as my previous roommate signed for delivery- nor did I sign their lease/contract for the item. Aarons continually harasses me by showing up unannounced to retrieve the property and have said they will keep returning to my home until I let them access my home for a walk through to verify their property is not here. My previous roommate who signed the lease made arrangements to have them retrieve their property prior to moving out and told him he was leaving Friday of that week, whereby Aarons made the appointment to retrieve their property and then proceeded to no call/no show on the specified day to retrieve their property. As the owner of the home and not the contractual lessee for the mattress, I refuse to allow access to my private property for a collections dispute that is not my own or any of my concern. It is harassment and rises to the level of criminal harassment as they are attempting to retrieve property from me, the owner of this property at this address, for an item that I do not have a contract with Aarons for renting after explicitly informing them the lessee does not reside here, and I have no lease or contractual obligation to them.Business Response
Date: 08/16/2022
**************,
We need more information in order to route this issue to the correct store. Can you please share the name of your previous room-mate who is the Aaron's customer?
Initial Complaint
Date:07/30/2022
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.
Hello my Aarons Lease number is Agreement Number: E2116161 Unfortunately I had the item stole from me and I cannot return the device which is a Playstation 5 Gaming Console 825GB SKU: 7339UMS.Since I cant return the item I had contacted Aarons about my situation and was unable to get a police report because I failed to report in a timely manner. I called Aarons and told them about it being stolen today on 7/29/2022 4:03 pm. I notified them of the situation because I dont have the item that I want to get it resolved with making payments on it. The employee who answered the phone started raising his voice to me over the phone. I told him he shouldnt be talking to me that way and he continued to yell so I hung up the phone. I dont know the stores email address but would like to continue to makes payments for the device but without contact from Aarons. At this time I am scared for my safety and will not tolerate someone making threats towards me.Business Response
Date: 08/01/2022
Thank you for bringing ****************************** concern and theft incident to our attention. We will have someone from our leadership team contact **************** today.
Regards,
*********************************
Customer Answer
Date: 08/01/2022
I would likd email communication because the employee was very threatening towards me on the phone. He was yelling and not wanting to consider options to help the situation.Business Response
Date: 08/05/2022
The customer can continue to make payments via myacccount,aarons.com, the Aaron's App, or by enrolling in EZPay auto pay. This customer request to be contacted in writing has been reflected in her account.Customer Answer
Date: 08/05/2022
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.
At this time I have Covid-19 and will be unemployed for the time being.
Sincerely,
***************************
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