Complaints

This profile includes complaints for Ace Rent-To-Own's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ace Rent-To-Own has 23 locations, listed below.

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  Ace Rent-To-Own

  2429 O St Lincoln, NE 68510-1126

  
• 

  Ace Rent-To-Own

  616 S Saddle Creek Rd Omaha, NE 68106-1424

  
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  Ace Rent-To-Own

  4650 L St Omaha, NE 68117-1556

  
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  Ace Rent-To-Own

  1201 S Locust St STE 5 Grand Island, NE 68801-8292

  
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  Ace Rent-To-Own

  1049 W 2nd St Hastings, NE 68901-5008

  

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:06/10/2024

  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.

  On April 14th, I purchased numerous brand-new items from ACE rent-to-own. I also paid for delivery and setup. However, they created multiple contracts instead of just one contract for the items I purchased. When the items were delivered, they were not set up, unwrapped, or unboxed as I paid for. The couch is faulty and missing the legs. This was bought as a set with side tables, a coffee table, and lamps. They are telling me that I cannot return an item and get a refund or credit to my account, but they can replace it. They are saying I will still have to pay for two months. This product came faulty. I don't want it. I can find better elsewhere and get what I actually pay for. They also charged me for a TV for which they have no signed contract for. They need to come and pick up the couch, side tables, coffee table, lamps, and TV, all of which are still in the original packaging as they were delivered, and refund or credit me the down payment and additional payments I made on these items.

  

  Business Response

  Date: 06/11/2024

  First, please allow me to apologize for providing service that was not acceptable. We have no objection to picking the merchandise up and issuing a refund of all monies paid. The total paid was $654.41. please have Joshua contact the store and we will agree to a time to pick up the goods and provide a refund.

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service 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 have paid over $1000 for a PS5 and have been HARASSED every week since I started paying. I told them when I went in it would be every two weeks they would be paid, and every two weeks they have been paid the FULL amount. They call every day, show up at my house no matter how many times I explain to them I pay every two weeks. Now they took away my ability to pay at all unless I go in and talk with them. I do not want to go in and talk with them. I work nights so my schedule does not line up to do that, and I have TOLD them this numerous times.

  

  Business Response

  Date: 04/17/2024

  Even though ********* same as cash period has expired, we are willing to extend the cash price and apply all the rent that ******* has paid towards the cash price, which amounts to a massive reduction in the total ******* will pay to acquire ownership.. This leaves a balance off $222.20 plus tax for a total of $237.75 with tax. We have turned back on the on line payment option. We ask that ******* get the account paid in full as soon as possible, and he is welcome to pay every two weeks.. If ******* would like to speak to me he may dial me at ************* **** **** or **** ******** is the store manager at the Fremont store and can be reached at ************ if he has any questions.

• Initial Complaint

  Date:04/27/2023

  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.

  Ace rent to own has been harassing my family and friends I’ve paid over $**** for a couch and a mattress that was worth each $*** but yet I still owe more money this is horrible they have even gone to my job and because of them they terminated me the harassment never stops with them this has taken a toll on my health and life that this is a ********** company to invest your money into..

  

  Business Response

  Date: 04/27/2023

  I have spoken with Ms. ***** myself this morning. She had some questions and had me look into her business for her to make certain she had not overpaid. I conducted a thorough audit and verified she had not overpaid. She had some other questions, which i answered for her and she told me she was satisfied with the situation. 

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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 went to Ace to return an item because I found something cheaper but better. And am moving in 2 weeks out of state.
  The manager was following me and my child telling me I had to buy something else to fulfill a 2 month contract.
  Line 7 on their paperwork is if I move from the address then I have to get permission. I’m moving to ******** so no desire to keep something I don’t need.
  He threatened to put it on my credit report.

  

  Business Response

  Date: 03/13/2023

  Dear Ms. ******,

  I apologize for disappointing you with regard to our customer service. While it is true that you did sign a two month minimum rental agreement and did not fulfill that part of the agreement, I am willing to let that go and take no further action. We have closed your account on good terms. When you encountered Mike ********, my District Manager, in the store, he was trying to explain to you that by not fulfilling your two month minimum it might effect your in store credit rating, in other words, your ability to do more business with us in the future. We do not involve a third party collection company for situations like yours. I am assuring you that this is not something that will ever effect your credit score. I wish you safe travels in your move to ********.

  Best regards,

  Lyn *****- President
  

• Initial Complaint

  Date:09/04/2022

  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 computer that I make payments on weekly every time I save a file and I have school work to do and I have to browse for my school work to get it submitted I cannot find it on the computer and I've been having this problem for over a month now something needs to be done either they replace it for a new touch screen computer or get me a new one
  

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We are very happy to help you with your computer in any way needed. Alex, from the store you are doing business with, is a computer expert. He asked that you bring the computer in and he will have a look at it. If there is a problem with it, we can either exchange it for you or send it to service and give you a loaner while it is being repaired. We really want to help you with this situation, so please stop in with it soon.