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.

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Rent-A-Center, Inc. has 2978 locations, listed below.

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• 

  Rent-A-Center, Inc.

  5501 Headquarters Drive Plano, TX 75024

  
• 

  Rent-A-Center

  2171 W Andrew Johnson Hwy Morristown, TN 37814-3203

• 

  Rent-A-Center

  1369 Liberty Street Springfield, MA 01104

• 

  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:06/09/2023

  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 placed an order on 6/2/2023 paid for it received a delivery date for 2-3 BUISNESS days to date 6/9/2023 order has not come theyre giving me the run around and not answering calls from my number but answer when I call from a different number employees and manager are very rude and unprofessional with very poor communication skills

  Business Response

  Date: 06/16/2023

  Dear ************:
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  
  We have contacted ******************** and terminate her lease account. 
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 07/20/2023

  On 6/23/2023 I ordered washer & dryer. On 6/30/2023 I paid in full for appliances store did not have correct size needed assured me they would find adequate replacement appliances never received Ive requested a reverse transaction Ive MEVER received any appliance from Rent A Center to date 7/20/2923 I have not received my money back I just want my money returned to my card I never nor do I recommend anyone do BUSINESS with Rent A Centers

  Business Response

  Date: 07/20/2023

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

   

  This complaint is a duplicate of a previously received complaint from ******************** under complaint Id ********. As confirmed,  we contacted ******************** and terminated her lease account on June 14, 2023.

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

• Initial Complaint

  Date:06/08/2023

  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 purchased a phone from the Rent a Center here in ****** **********, Directly from the Business Located on ***************. It was revealed to me by the "direct phone company" ****** that the third party seller rent a center sold me a defective device and should work with me on it to regain services as apart of there fufillment to me and the agreement made in the store.After reviewing all the information with the direct supplier ****** Told me that rent a center was at fault for selling me a defective product. I went to my own account and observed false information pertaining to my phone number and even my own agreement Number. As a consumer I feel like they are purposely mispracticing and changing information and or product ideas. To mislead customers into making unnecessary in store purchases. I feel there should be a review at the direct store cited I will provide more information upon request.. I look forward to working with you. I found the exact phone online today for 200 dollars and I can't even use it because the sim is broken. They sold me the idea that I could put any chip in it and come to find out it's a product defect I feel an adjustment or an agreement must be met civilly by rent a center in order to maintain good business practices all the way around the full spectrum of business.

  Business Response

  Date: 06/09/2023

  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:06/08/2023

  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.

  FRAUD I paid for insurance on all items I bought there, rent to own. I bought a 75" tv there. I went on vacation for 2 weeks and when I got back my TV screen had shattered with lines up and down it. I went to the Rent A Center thinking my TV was covered by my insurance, but when I got there to tell them they told me the insurance does not cover a broken screen. I was shocked! I was paying for insurance that should have covered the *** They sell insurance that they have no intent to utilize. Next, I signed another contract for a different *** I only had it a week or two and the second TV did the same thing. And they gave me the same answer. That I now owed on 2 TVs that should have been insured because I paid for the insurance. Apparently the TVs are defective and break with warmer weather. And now they want me to pay big bucks for 2 TVs that do not work and I cannot use.I also had 3 different contracts because I have an air conditioner as well, which I need for the summer. My friend went in to see what they said about insurance, they told her it covers everything. I asked about weather damage. He hmmmmmed and hawwwwed on that. My friend offered to pay on the contract for the Air conditioner, but they refused payment for that. Even if they were separate contracts, they said they go by account. Therefore the contracts do not mean anything.

  Business Response

  Date: 06/09/2023

  
  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 her with her 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.
  

  
  

• Initial Complaint

  Date:06/08/2023

  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.

  So the local rent a center at1 ***************************************************************************, stood me up an entire day when they missed there pickup. And then when requesting to use my credit from return items they refused to put it towards a new item. Next I requested a refund for the over payment and the ***** still refused. So because of ******* unprofessional I am no longer paying Rent a center another dime. Any items I had left went to the dump. So I am in no longer possession of them. I am a 100 percent disabled veteran and due to ******* actions a have now been severely triggered so If they call me or show up to my property there will be H*** to Pay.

  Business Response

  Date: 06/08/2023

  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, Impact RTO *******, 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: 06/08/2023

  I have reviewed the business response and accept this resolution. And will file the complaint with Impact RTO *******, LLC.

• Initial Complaint

  Date:06/07/2023

  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.

  Case no. ******* I am requesting that the two gas dryers I ordered to be delivered to my home. I've given all of my information to the Rent-A-Center on ************ in Brooklyn, **. On four different occasions, I waited for hours at my place for RAC to deliver my items. Each time, no one showed up. I called the store while waiting for them and no one picked up. When I called a few days later, they said oftentimes, the deliveryman goes home without delivering all of the items. This happened four times!So, I called headquarters three weeks ago and they informed me that the District Manager "*****************************" will call me within 48 hours. She never did. I called again on June 1st. I was told the same district manager will call me. She never did. I called headquarters on June 5th and they tried reaching *****************************. She did not pick up. He informed me she would call me back within 24 hours. The representative told me that if she does not call me, headquarters will escalate it to the Regional Manager. I called on June 6th and spoke to another representative. She told me that I must deal with ***************************** who has neglected to take care of this issue for almost one month. I explained that she has failed to call me with an easily rectifiable issue. The representative informed me that she will "tell ******" about it. And they will not escalate the matter. If this is not enough to escalate the matter, then what is? I need these items to be delivered to my home. I have children and I desperately need the dryers. We have been waiting for over one month.

  Business Response

  Date: 06/08/2023

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

  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  We have contacted **************** and have scheduled a delivery date. We appreciate her attention to this matter and request her to notify us should there be further issues proceeding the scheduled delivery date.

  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

  Customer Answer

  Date: 06/08/2023

  I did receive a call from RAC and we chose a date for delivery. It hasnt been rectified yet, because I have not received the delivery. We have chosen numerous delivery dates in the past to no avail. This will be resolved once the dryers are properly delivered to my home. 

  Customer Answer

  Date: 06/09/2023

  I am rejecting this response because:   ***************************** the district manager called me yesterday and we made an appointment for the delivery to be made today, Friday at 6pm. I get to my place before 6 and there is a door tag from RAC stating looks like we missed you. I took the picture and sent it to ********************. I also left her a message. And Im waiting for a response. As it stands, RAC came while I was at work, before the appointed time, so that they can say they came to my home. I have a picture of the door tag taken at 6pm. As it stands, I still havent received my dryers. 

  Customer Answer

  Date: 06/15/2023

  Case no. ******* Last month, I went to the *** on ************. in Brooklyn to rent two gas dryers. They took my credit card information and address. I discussed with them the times I am available to have the items delivered. Because I work during the day, I scheduled to leave early for delivery at 5pm. I rushed from my job on at least three different occasions and no one showed up. I called the *** and no one picked up. I decided to schedule a delivery on a weekend. I waited at my home all day and no one showed up. I finally spoke to someone at the store and was informed that the deliverymen often go home without delivering items. I called *** headquarters on four different occasions. I was told that the district manager, ***************************** will be informed and that she will call me back. She never did. The corporation also refused to escalate the matter so I could get these dryers. After I filed a formal complaint, she did reach out to me and we scheduled for the dryers to be delivered on Friday, 6/8 at 6pm. I rushed to my home and got there by 5:50pm. This is no small feat. I am a doctor and had to shorten my caseload for the day to get to my home. While waiting outside for the deliverymen, I saw a door sign, which stated "Sorry we missed you." I would like to point out that no deliveryman called me that they were on their way. The store also never called to find out if they could come earlier. I immediately called district manager "*****************************" to find out what was going on. I left a message and provided a picture of the message *** left. I explained that they came earlier than the time she supposedly scheduled for them to deliver the dryers. I received no response from ******************** and have not heard from her since, which is odd. I am still requesting for these two dryers to be delivered to my home at the time scheduled. I should not have to quit my job to receive dryers that I have contracted to receive from ***.

  Business Response

  Date: 06/19/2023

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

  We have contacted the District Manager and requested him to contact **************** to re-schedule her delivery. Pursuant to the store, they have not been able to reach ****************. We request ************************** assistance in this matter and for her to contact the store back at **************.

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

  
  

  Customer Answer

  Date: 06/19/2023

  I am rejecting this response because:   They have not called me once. The Regional Manager, *****************************, has my number and we spoke close to two weeks ago. She has not called me again even after I told her the business came while I was at work and outside of the agreed-upon time. The business took out almost $400 from my account and has refused to deliver the items. Why would I ignore the store if they took my money and have yet to deliver the items? Ask the Regional Manager if she called me. If shes telling the truth, she will say no. 

• Initial Complaint

  Date:06/07/2023

  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 had my tablet stolen I was in the ****************** I been paying insurance on the tablet now when I call to get a replacement they wont Ive been a loyal customer paying my bill if I have insurance the item should be replaced unfortunately as far as getting a police report lets face it I was in the ****************** so they wasnt no help unless I pay them money and Im not paying for someone to do thier job

  Business Response

  Date: 06/08/2023

  Dear ************:
  
  **************** is alleging that the property that he is renting was stolen. Rent-A-Center takes fraud allegations very seriously. Per policy, we will require **************** to file a police report for the stolen property and provide ** with a full and complete copy of the same so we may continue our investigation. We request he send a copy of the police report to ******************************************** Upon receipt of the requested documentation, we will further investigate this allegation.
  
  As we are awaiting additional documentation, we consider this complaint closed. 
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  

• Initial Complaint

  Date:06/07/2023

  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 filed bankruptcy and this company continued to harass me and my family. They went to my mothers home whom I havent lived since way before I got merchandise through them. After she expressed to them that I dont live there and merchandise was never delivered there they continued to harass her by going to her residence. One of the employees that go by the name ****** even told her they would continue to harass her until I paid. They then went by my grandmothers house and began harassing her as well. When I called to let them know that I dont and never lived there they stated that they wouldnt stop until they got what they wanted. I even agreed to give them a settlement payment if that meant the harassment would stop and the manager of this location (******) threatened me with legal action even tho I had already filed bankruptcy. I was just trying to get this resolved and now I am at the end of my rope with them. Legally I am no longer obligated to make payments and they seem to have a personal agenda against me and dont want to leave me or my family alone

  Business Response

  Date: 06/08/2023

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

  
  ******************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.

  Prior to her complaint, Rent-A-Center was not aware of ********************' bankruptcy. Upon confirmation, we have placed a do-not-contact order on ********************' account. We appreciate ********************' attention to this matter.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  
  

  Customer Answer

  Date: 06/10/2023

  I am rejecting this response because:  how were you unaware when every other business I owed was notified? That makes no sense. But bankruptcy aside the harassing my family after that asked you to stop is my issue. They were not in contract with you therefore no legal obligation to you. The visits should have stopped after my mother stated that I did not live there. But instead your employees told her theyd be back everyday until they got a payment. As if she owed you anything. she was a reference not a cosigner. Thats not even in collection protocol. After a reference ask to not be contacted you are to honor that because they dont owe you anything. But instead you chose to threaten her with multiple visits until someone else paid you. 

  Business Response

  Date: 06/14/2023

  Dear ************:
  
  As we have placed a DNC on ********************' lease account, we consider this complaint closed. Further contact with ******************** may be approved with her legal representation, which we have not received contact from at this time. We again appreciate ********************' attention to this matter.

   

  Sincerely,

   

  Rent-A-Center

• Initial Complaint

  Date:06/07/2023

  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.

  Account was opened by ex-spouse, ****************************. I did not sign or authorize this account. This account is being reported on my credit bureau files and is severely affecting my credit score. I would like this account removed, I do not owe the amount of $4865, and I would like have this account removed from my credit bureau files. It is causing me severe mental anguish and financial hardship.

  Business Response

  Date: 06/08/2023

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

  If **************** could provide the agreement number located on the rental agreement that is being reported, we would be able to better assist them with her 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.
  

  
  

• Initial Complaint

  Date:06/07/2023

  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.

  My sister and I started two agreements with this company around the end of April when we moved to *********. The employees at the time were very pleasant. About 3 weeks later out mother became very ill and was hospitalized. She then went to a rehab facility. We had money issues when this happened because of needing to buy some medical equipment and supplies. We contacted rent a center and explained we would probably be late a few times up until the first week or so of June buy we would still make payments. It was at this time the store employees and manager started getting rude. A few comments they made to us "we expect you not to be late for any reason" and "if you don't pay when we say we take the stuff back as you are not customers we can depend on. This was even after them knowing our situation. Today I explained we would try to be in to pay but if not today, June 5th, then tomorrow. The woman I spoke with said they would come take the stuff even if we paid. Rent a center was so much better in ******, our previous home. We have decided that once we pay off our agreements we will never do business with rent a center again. They don't care about family, family issues, or the like. It's money only. We will be in tomorrow to make a payment as they said "you have no choice but to pay in store" after that we won't step foot in a rent a center and will only pay online. Worst customer service ever.

  Business Response

  Date: 06/13/2023

  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:06/05/2023

  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.

  Had some hardships and called to schedule a pick up of the items I rented I was told I was a valued customer and would be granted a 2 week extension after one week I recieved a call from ******* who would not say his last name after he accused me of being a thief

  Business Response

  Date: 06/05/2023

  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: 06/05/2023

  I am rejecting this response because:   either way rent a center has lost 5 customers ********** this and I'm not done.i intend on reaching out on social media to make potential customers aware of the shady business practices happening and may even stand out front to of the building to warn potential new customers as well over priced products that come with roaches and malfunctions