Complaints

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

close

Find a Location

Rent-A-Center, Inc. has 2979 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rent-A-Center, Inc.

  5501 Headquarters Drive Plano, TX 75024

  
• 

  Rent-A-Center

  363 Timpany Blvd Gardner, MA 01440-3220

• 

  Rent-A-Center

  303 Main St Southbridge, MA 01550-3726

• 

  Rent-A-Center, Inc.

  101 Patrick St Charleston, WV 25387-2544

• 

  Rent A Center

  2024 Campbellton Rd SW Atlanta, GA 30311-4804

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:07/19/2023

  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.

  Sept 3rd 2022 I went to home choice in *********, ** to purchase a couch. They ran my credit report and I was approved. The sales associate ***** took my order for a signature design by *************************** gray 3-piece sectional couch with a left side chaise #*******/34/66. I was told the order would take 3 months to manufacture, I was okay with that. The end of November I gave them a call to check on the progress of my order, I was told it would be a little longer. So I waited till the end of December gave them a call and then I was told the couch was not going to be manufactured anymore due to being discontinued. I never received a call from home choice or the manufacturer on the discontinuing of the product. I asked the sales associate if it was possible to select another couch instead I was told yes since they keep my credit report on file for a year that it would be ok. I said I would look and see what I could find in exchange. I gave them a call back within a couple days never got a call back left messages never got a call back. Finally I went to the store at the end of January spoke with the same sales associate ***** that took my order the first time. Explained everything I had just said here and was told they had no documentation of running my credit report no documentation of me ordering the couch. If I wanted to order the couch I would have to have my credit report ran again. I refused I told him I want the hard inquiry taken off my credit report which I showed the sales associate and the store manager that it was on my credit report and they basically told me they were unable to help me without proper documentation. I asked for corporate number and they gave me a cell phone number of an employee instead. I have been arguing with them since December of last year 2022 about this matter and have had no help from them with having this removed off my credit report. I feel that they illegally took my information without following through with their purchase agreement.

  Business Response

  Date: 07/26/2023

  Dear. ************,

  Our office is in receipt of your complaint submitted through the Better Business Bureau.

  Upon receipt of your complaint, RAC submitted a request to have the all  RAC trade lines removed from your credit. ******* control numbers are 2156960 , 2156967 ,  and 2156969 . RAC can request but not guarantee that the credit reporting agencies will comply with RACs request to remove the trade line and there are no guarantees as to the effect of the removal of the trade line on the customers credit score or status. Updates to credit *** take up to sixty (60) days to reflect.

  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

  Customer Answer

  Date: 07/26/2023

  I am rejecting this response because the name on the head of the letter says ************ and my name is *************************. I would like to have a letter about correcting my credit report to have the hard inquiry removed with the proper information and proper name please. Thank you 

• Initial Complaint

  Date:07/18/2023

  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.

  On 06/13/23 I purchased a sofa, mattress and table set from Value City Furniture. I was told that I need to pick up my furniture on 06/16/23. When I arrived at the store on this date I was told that none of the chairs to the table set was available. I was then directed to go speak with a store manager. I spoke with a manager name ****** and was told that since my complete set was not there, he assured me that I would get free delivery to my address and all chairs would be assembled. My delivery was scheduled for 06/21/23. On 06/20/23, I received a call from an employee stating that there would be a major delay in receiving my chairs. I told her to cancel the order and she told me she did not know if this was possible, I then received a call from a very unprofessional female mgr who told me I had the right one today and yelled at me. She was trying to match me because I was very upset with the store lying to me several times. I would like them to come pick up the furniture and adjust my account so I can purchase my furniture somwhere else.

  Business Response

  Date: 07/17/2023

  Dear *******,
  
        We sincerely apologize for any inconvenience you may have experienced with our products. We want to put forth our very best effort to resolve this complaint.
        We have reviewed your invoice it looks like you finance this furniture through Acceptance Now. You must contact them to cancel the order and return the dining table.   
        If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.
  
  
  Sincerely,
  
  
  *******
  Resolution Supervisor
  *************
  ************
  

  Business Response

  Date: 07/21/2023

  Dear ************:

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   

  We have contacted ********************** and reached a resolution to the complaint. 
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  I walked into a furniture store yesterday an tried to get some new furniture an got denied by acceptance now. On my credit it shows that they reported to my credit and I paid the furniture off 2 years ago and it should not be on my credit. Also it stated an amount that wasnt the amount I paid in my agreement which was odd an seem like that company is a complete scam. Now this is affecting my chances of ever getting furniture unless I buy it out cash which is an inconvenience for me. I plan to take further action with a lawsuit if this matter isnt resolved.

  Business Response

  Date: 07/19/2023

  Dear ************:
  
  ****************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.
  
  Rent-A-Center has reviewed this complaint and determined ****************** primary concern is regarding certain contractual obligations stated in the Agreement. Our records show that her last payment for her inactive lease was on May 29, 2020, and her lease charged off on December 03, 2020. Should Ms. ******** possess payment history that differs, we request her to provide it to us so we may investigate further. 
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:07/17/2023

  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 attempted to make a purchase for my new house I am moving into next weekend. I filled out the forms correctly, got my approval and made my first payment. When I looked at the receipt for my purchase, they had a completely different address than I entered! My address is for *******, **. They had my address listed as an *****, **** address! Then, the email they sent me for the contract was act for an individual in ***** that was dated in 2020. After this level of incompetence, I requested that my contract be cancelled and the amount I paid be refunded. Instead, I was told by someone from a foreign call center texting broken English that Id have to talk to someone from the store during business hours. I work during those hours and dont have the time to take away from work to address their screwups.

  Business Response

  Date: 07/19/2023

  
  Dear ************:

  
  We have searched our database and are unable to locate the rental-purchase agreement referenced in the customers complaint. Please be advised this does not mean that an agreement does not exist under another spelling, name, or other classification.  If **************** could provide the agreement number located on the rental agreement, we would be able to better assist them with his concerns. 

  
  Until RAC receives the requested information, we are unable to address this Better Business Bureau complaint. We will await further information.
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

  Customer Answer

  Date: 07/19/2023

  I am rejecting this response because:   If they actually spelled my last name correctly, that might help. To refresh their memory, Ive attached a screenshot of the agreement number, as well as 6 attachments they sent. NONE of them are for me. Instead, they sent me contract information for another individual from *****.

  Business Response

  Date: 08/21/2023

  Dear ************:

  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  We have contacted **************** and reached a resolution to the complaint, we appreciate his attention to this matter.

  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  ********************* and employee of Rent-A-Center is harassing me he comes around to my house hes lurking around. I owe $97. He isnt saying racial slurs outside of my house letting people know my business. Hes calling me Black and bald head. hes saying pay your bills this is very unprofessional hes lying about the payment. I got the furniture he sold to me with a hole in the back of the furniture. Corporate office gave me $100 off the payment for the furniture was no more than $800. Ive been making payments I was down to no ****** $289 give or take now hes lying and say I owe $1131 which is a false statement. I have reported him twice to corporate. No one took me seriously I will be getting a police report for my protection. Thank you .

  Business Response

  Date: 07/17/2023

  Dear ************:

  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  This Rent-A-Center customer rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, ***********, LLC. As a courtesy, RAC has sent a copy of the BBB complaint to the franchisee.

  
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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 purchase a bedroom suit for my daughter. I asked two different gentalman that work in the ********** store to change my payment to every two weeks. The first gentalman I talk to a week before told me he had changed it only to find out the next week he didnt change it. I was then charged late fee's by rent a center. I then asked the other gentalman who called me looking for money to please change my payment to every two weeks. He tells me he did. Then the third week ** getting calls again and I was charged late fee's. This time I spoke with the account manager **** who was rude and charged me late fee's and told me he changed it to every other week. When I went online to pay my bill it still states payment due every week. This company has rude employees and they dont stick to there word and continue to charge late fee's. I was told by the account manager if I didnt pay the fee's he would have someone be out today to pick my daughters bedroom suit up. They sent people to my home to find out when I was going to pay the money. They call me everyday sometimes 5 or 6 times. They have even called me after 10pm on a work night. This is unacceptal behavior. The harrassment needs to stop along with late fee's that are truley not my fault. They have employees that are not doing there job and I have to pay for it.

  Customer Answer

  Date: 07/17/2023

  Store manager ***** called me and refunded all the late fee's. He also fixed the payment to every other week. Issue has been resolved.

  Business Response

  Date: 07/21/2023

  Dear ************:

  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   

  We have contacted ****************** and reached a resolution to the complaint. We appreciate her attention to this matter.

  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  I have been renting furniture and purchasing furniture through the ******** Rent a Center since 2018 or so. Ive had nothing but superb customer service until this year. My husband and I found out that were moving across the country so I needed to return some items so that I can finish paying on other items. When I called to get this handled, I was told Id receive a call back, which I didnt, and told that due to corporate changes that the information on my contract is null and void and that we have to follow these new rules. They refused to pick up my sofa set until 2 weeks from now and made me pay them until the date scheduled, wouldnt let me return them myself and then told me I couldnt return my mattress because it says on my contract that I couldnt. When I looked at my contract and it said nothing about the return of mattresses other than the fact that I can terminate my leaseI was told that I have to follow the new rules. Well, I didnt sign a contract with the new rules had I known that I couldnt return these items, I wouldnt have rented them. I also know that mortgage companies rent furniture all the time and return them just fine. I feel like Im being conned. I want to return my items immediately please and pay off my washer and dryer.

  Customer Answer

  Date: 07/17/2023

  I was contacted by Rent a Center and the situation was resolved immediately, it looks like someone new had given misinformation. Ive been contacted and Im very happy with the resolution 

  Business Response

  Date: 07/18/2023

  Dear ************:

  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   

  We have contacted Ms. ***** and reached a resolution to the complaint. We appreciate her attention to this matter.

  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

  Customer Answer

  Date: 07/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/16/2023

  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.

  My father ordered and recieved a product from them after much hassle trying to even get the product. After which I agreed to make a payment for him. Then my card was double charged for 2 months they refused to refund me those charges, my father gave them 2 other cards to be charged they refused to remove my card from the account. For 3 months they have been told to remove my card they are not authorized to charge my card I've been told with every call they have removed my card and they still continue to charge it. Corporate has refused to address the issue the local store has hung up on me repeatedly telling me they won't speak with me and my card has been removed while they continue to charge my account This is my final attempt before filing civil and criminal suit against them for illegal practices and unauthorized use of my card.

  Business Response

  Date: 07/17/2023

  
  Dear ************:
  
  We have searched our database and are unable to locate the rental-purchase agreement referenced in the customers complaint. If ********************** could provide the agreement number located on the rental agreement, we would be able to better assist them with their concerns. 
  
  Until RAC receives the requested information, we are unable to address this Better Business Bureau complaint. We will await further information.
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 07/17/2023

  The rental agreement is my father's ******************************* so I do not have access to that information and is all the more reason they should not be charging my card on an account I have no access to and is not mine. 

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because:   The rental agreement is my father's ******************************* so I do not have access to that information and is all the more reason they should not be charging my card on an account I have no access to and is not mine. 

  Business Response

  Date: 07/24/2023

  Dear ************:
  

  Our District Manager has attempted to review the terms of the agreement with ********************** and despite our best efforts to address her concerns, we are unable to reach a resolution to this matter. We have confirmed the card on file that is authorized for automatic payments is connected to *******************************. We request ********************** to provide the store a copy of her bank statement with the last 4 digits of the card number in question so we may investigate further.

  As we are awaiting further documentation, we consider this matter closed. 
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

• Initial Complaint

  Date:07/12/2023

  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.

  I am writing to file a complaint regarding the validation of a debt on my consumer credit report. Despite multiple attempts to seek proof of validation, your company has failed to provide any evidence regarding a debt that does not belong to me. Furthermore, you have furnished this alleged debt on my consumer report and failed to validate the claim pursuant to Sec. 809(b) of the Fair Debt Collection Practices Act.As a consumer, I have a right to privacy and protection from inaccurate reporting on my credit report. Your company's actions have not only violated my right to privacy but also the permissible purpose of providing accurate information to consumer reporting agencies. According to 609(a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report.I demand that this item be removed from my credit report immediately as it is furnishing inaccurate and incorrect information to the consumer reporting agencies. The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living, and my ability to obtain credit for personal and house purposes. Your inaccurate reporting has also damaged my livelihood.According to 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies, furnishers have a duty to provide accurate information. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.The *** clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! By definition, The *** Clearly says a Cancelled debt or Charge off is Income. The reporting of this account as a debt is ***********************************

  Business Response

  Date: 07/14/2023

  Dear. ****************,
  
  Our office is in receipt of your complaint submitted through the Consumer Financial Protection Bureau.
  
  Upon receipt of your complaint, RAC submitted a request to have the all  RAC trade lines removed from your credit. ******* control number is *******. RAC can request but not guarantee that the credit reporting agencies will comply with RACs request to remove the trade line and there are no guarantees as to the effect of the removal of the trade line on the customers credit score or status. Updates to credit *** take up to sixty (60) days to reflect.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  
  

• Initial Complaint

  Date:07/12/2023

  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 June 27 ***** I put $35 refundable deposit down to hold a refrigerator for 3 days through Rent-a-Canters website. I canceled the hold the same day since I no longer needed the refrigerator. No agreement or anything was signed. I asked if I need to come down to the store to refund my deposit and was told it would go back to my card. On July 5th only $5.15 of my refund was refunded back. I sent emails, called the store, left a bad review and still no answer as to why I didnt receive my full refund. Missing $29.85 of my refund. Website even states: We'll hold your product up to 3 days! Your store will finalize your order and apply your deposit and promo code to your agreement. If you decide to cancel, it's fully refundable!

  Business Response

  Date: 07/12/2023

  Dear ************:
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  
  This Rent-A-Center customer rented their product from an independently owned and operated franchised location. Any further communications should be directed to the franchisee, ***********, LLC. As a courtesy, RAC has sent a copy of the BBB complaint to the franchisee.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 07/12/2023

  I am rejecting this response because:  First of all, youre not even addressing the correct person in your response, who is ************?not me. Second, if you read my complaint which it seems you did not, I tried to get a hold of the franchise they are the ones refusing to give me entire amount back for the refundable deposit with no explanation to why it was only $5.15 given back. What is your job as the headquarters of Rent a center franchises, to hold accountability? I think this is 100% a scam.