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

  817 Dolly Parton Pkwy Sevierville, TN 37862-3604

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  Rent-A-Center

  5018 Clinton Hwy Knoxville, TN 37912-3838

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  Rent-A-Center

  58 Island Pond Rd Springfield, MA 01118-1027

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  Rent-A-Center

  303 Main St Southbridge, MA 01550-3726

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:05/08/2023

  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.

  On May 5 of 2023 I was contacted by a in-house collection person with a number of *****************. They asks for my spouse and I told them that my spouse is not at home. I told them I was the wife. I said I would give the message to my spouse to call them when they got off work. The person told me since I use the product then I should pay as well. I repeated I would have my spouse call.They would not let me get off the phone and kept saying I we need to pay now. They then called my spouse at work. My spouse told them that she was working and had to call back. They continued to call her back to back until she got in trouble at work for the excessive calls. This company has called us combined 13 times. This is creditor harrasment. We are 6 days late on our account. We simply wanted time to get off work to make the payment. Due to the harassing calls, disrespectful employees, we need this company to be held liable for their illegal collection practices. They use their cellphones and work phones. I have made at 30 payments with this company. I will be returning our item and do business elsewhere. They will not get another dime from us. They refuses to give us the cooperate number to make a complaint as well. Horrible service We would like cooperate to call us and nobody from this location.

  Business Response

  Date: 05/08/2023

  Dear ************:
  
  During our review of the complaint, we found that the person that filed the aforementioned complaint is not a signatory to any agreement with RAC, and that the account referenced may not belong to them.  
  Dear ************:
  
  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: 05/08/2023

  I am rejecting this response because:   They have called me and harassed me on behalf of my Spouse *************************** in which the account is under. The person collecting the money at this location told me since I use the machine I should pay them and they continued contacting me after I told them *************************** was at work. **** will be more than happy to submit a complaint against them directly since it seems they are not wanting to fix the issue but pass blame. The contract # ***********. This company has multiple complaints about this company tactics. The person calling from ************ that works for this company is rude and should not work for the company. The fact on how they responded to this complaint shows their lack of concern for their customers. 

  Business Response

  Date: 05/11/2023

  Dear ************:
  During our review of the complaint, we found that the person that filed the aforementioned complaint is not a signatory to any agreement with RAC, and that the account referenced does not belong to them. Nonetheless, upon investigating the respective lease account, we can verify that ******************************* has previously threatened our employees and we will not release information to a third party not authorized on the lease. As such, we consider this complaint closed. We request ********************** to resume timely payments on her lease account or arrange for pick up of the property. 

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

  
  

  Customer Answer

  Date: 05/11/2023

  I am rejecting this response because:  Im confused on the term threatened when I have not set foot in that store nor communicated with it this company outside of when they called me last week. They are not being forth coming with the truth in this matter. First they claim not knowing who I am and now they say I threatened them. Both can not be true. I will let the *************************** handle this from here. 

• Initial Complaint

  Date:05/08/2023

  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.

  They resell furniture and the beds have bedbugs and mistreat their customers that are on low income and threaten too take the furniture back that I paid on and don't want too care that I have a rep ***** that does my bills for me

  Business Response

  Date: 05/08/2023

  Dear ************:
  
  ****************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.
  
  Rent-A-Center has reviewed this complaint and determined Ms. ******** primary concern is regarding certain contractual obligations stated in the Agreement, which she failed to comply with. As such, we consider this complaint closed. 
  
  Should ****************** have an issue with her property, we request her to contact the store. 
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  
  

  Customer Answer

  Date: 05/09/2023

  They sell reused furniture against state law they threaten customers that are on social security disability threatening the customer because they cant pay on time threatening too take back the furniture to give other customers bed bugs that are in all their beds

• Initial Complaint

  Date:05/05/2023

  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.

  Placed an order for a e bike on the 26th roughly asked for a refund because I found a different product, they told me 3 to 5 business days I called after 3 days to ask where my money is, they told me they just now processed it, there was a glitch in the system, I would have to wait another 3 to 5 business days. They keep pushing the date out on me and I just want money back.

  Business Response

  Date: 05/11/2023

  Dear ************:
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau (BBB) complaint.   
  
  We have contacted ************** and per his request, have provided his refund to his authorized third party. As such, we believe we have reached a resolution to the complaint. 
  
  We apologize to ************** for any inconvenience and appreciate his patience.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:05/04/2023

  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.

  In: 2021, I have an Agreement as a Consumer, for a Laptop that I Rented Out, from a: Rent-A-Center, in: *********, **, but I don't have the Arbitration Agreement, attached to it. Since I don't have an Arbitration Agreement, attached to my Agreement with: Rent-A-Center, is their a way I can get out of: Arbitration, with: Rent-A-Center?

  Business Response

  Date: 05/09/2023

  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 located at *********************************************************** **************. 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:05/04/2023

  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.

  After renting a new PS5 and S22 phone for over a year, we were told that we still owed over $1k for the phone and over $900 for the PS. we sent the PS5 in to be serviced and when we found a new A PS5 for less than we owed rentacenter, we told them to keep it. The STORE MANAGER, not only did not factory reset the PS5 once it was returned, he took it home and allowed his family to have access to it and someone tried to use my bank account info to charge $42 on my PS acct! I have tried for the last 3 days to get a response from upper management and am getting the run around!

  Business Response

  Date: 05/05/2023

  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 him 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: 05/05/2023

  I am rejecting this response because:   I have yet to get a response from anyone from rent-a-center to give that information to! I have called the customer service line every day for the last 5 days and have been told every time to wait for a call from the district manager or regional director. I have not received a response yet. And the store manager refused to give me copies of the original contract that was signed. I requested ALL paperwork in Regards to our acct and was only given receipts of payments going back to August of last year. Our account is older than that. I would be happy to provide all the information they are requesting if I could simply get a call back!

  Customer Answer

  Date: 05/05/2023

  Account name is *********************************, store is ********** **. Agreement # ***********, membership ID # ***********

  Business Response

  Date: 05/11/2023

  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:05/04/2023

  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.

  Place a order with rentacenter for a living room suit online mar 15. I waited a whole month for set,auto payment of ****** was taking out my account for set I never got.Never got set because it was sent to wrong store and they sold it.So I had to pick another set from a different store.and was told that ****** was going to be put back on card on april 1st.today still dont have refund.I have another contract with a different set that was finally delivered.but still havent gotten my refund from last contract. And was told that it was refunded.why do I have to keep making payments on this new contract if I cant trust them to refund whats own to me.

  Business Response

  Date: 05/11/2023

  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. We appreciate ****************** attention to and patience in this matter.
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 05/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/04/2023

  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.

  On Wednesday May 3, Rent a Center illegally burglarized, breach the peace and illegally entered my home while i was not home and illegally removed items from my premises, they broke into my home without anyone permission. They previously in civil **urt obtained judgment for personal items, they put a sheriff repossession paper at my door. Rent a Center also removed the lock from my front door, broke open the locked deadbolt also at the front of the door,. They proceeded to change the lock and left a piece of paper in the mailbox saying the key was left with a neighbor. I had to retrieve a single key from a neighbor on my street that I do not know or have any dealings with. They did not get any permission from the management ** that i currently rent from, or anyone else to enter my residence. This illegal breach of peace has cause extreme emotional distress and anexity among other things, I **uld not sleep or stop crying for fear that some unknown person has a key to my residence and at any time can **me in and physically hurt me or my child. I am terrified every se**nd being in my residence. Rent a Center went to **urt and got a judgement for a personal item I have a small balance left on, a judgement only, they put a repossession order at my door for the personal item, This did not give them any right to use that as a excuse to burglarize my home and illegally remove items. Thank god i was not home or my son was not home because we **uld have been physically hurt, we **uld have been injured or worse by these persons who broke into our residence. The management **mpany i rent from **nfirmed with me that they did not give Rent a Center permission to enter my home nor **uld any other persons give permission. This is an illegal every which way, Rent a Center breach the peace and stole items from my home. This has cause extreme emotional stress and anxiety on me and my family, I **uld not sleep for fear of someone breaking into my house.

  Business Response

  Date: 05/09/2023

  Dear ************:
  
  ************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  The District Manager contacted ************** to clarify the false allegations in the complaint.  Unfortunately, ************** conduct during the phone call prevented RAC from reaching a mutually agreeable resolution. We confirm we did not enter the premise without a civil court obtained judgement and had a sheriff place the repossession paper on the door. In addition, the lock was removed with the landlords permission and the key was left with a neighbor by the landlord. 
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:05/04/2023

  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.

  These people are so rude. I was late a week on a payment and they called the police on me. My payments are $55.00 every other week. This was ignorant and I was so embarrassed.

  Business Response

  Date: 05/09/2023

  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, which she failed to comply with. As such, we consider this complaint closed. 
  
  
  Respectfully,
  
  Rent-A-Center, Inc.
  
  

• Initial Complaint

  Date:05/04/2023

  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 purchased the sofa & love seat set in May 2021. My payments were to be $129.97 monthly. Well instead $162.00 was being automatically removed from my account . When my bank alerted me I admittedly contacted the rent a center store. It was adjusted after 12 months. The problem is the manager insist I still owe 17 payments. $3376.26 is the contract amount I paid to this day $3524. Corporate refuse to help me & the manager will not stop calling

• Initial Complaint

  Date:05/03/2023

  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.

  There is no date because I didnt go into the store to fill out paperwork. Im not sure if this a new way of handling business. I called and spoke with a worker on5-3-2023 and she said they dont have to have customers come into the store, the employee can just sign off on the merchandise.

  Business Response

  Date: 05/03/2023

  Dear ************:
  
  ******************** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law.
  
  If ******************** does not recall entering into this agreement, we request her to file a police report and provide ** with a full and complete copy of the same so we may continue our investigation of this lease. We request her to send a copy of the police report, which must include Rent-A-Center as an affected lease, to ******************************************** Or, she may provide ** with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. 
  
  As we are awaiting additional documentation, we consider this complaint closed. 
  
  Respectfully,
  
  
  Rent-A-Center, Inc.