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, Inc.

  572 Providence Rd Brooklyn, CT 06234-3813

• 

  Rent-A-Center

  1369 Liberty Street Springfield, MA 01104

• 

  Rent-A-Center

  58 Island Pond Rd Springfield, MA 01118-1027

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:04/03/2023

  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 began renting furniture from the Rent A Center located on ************ in *****, *****, in or around January 2023. I fell behind on my payment and was 15 days late. I promised to pay on April 1st. From approximately March 15th to April 1st, this business and their store manager, *****, began harassing me several times a day. I would receive 4 or more phone calls each day, notes and banging on my front door, and phone calls to my elderly parents. After I asked them once not to call my parents and that I would pay on the 1st, the phone calls continued to myself and my family. Very unhappy, and I will be returning the furniture as soon as possible. I will never do business with them again.

• Initial Complaint

  Date:04/02/2023

  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.

  On March 31st, 2023, Rent A Center (location at **** IN-46, ***********, ** *****) was moving a couch, **, and ** stand that I pay for on contract through them. Upon arrival at my new apartment, the ** was damaged, and the employees who completed the move insist the ** was already broken because the ** was off when they picked it up, which was because we were in the process of moving all of our other belongings at the same time. They did not check whether it worked whatsoever, get insist that it must have already been damaged and refuse to replace it despite my rent to own contract with them. I planned for them to move all of my belongings earlier in the week because I was in the process of beginning to move. This situation is ridiculous and makes absolutely no sense.

  Business Response

  Date: 04/10/2023

  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:03/30/2023

  Type:Customer Service 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.

  On 12/20/2022, I purchased a sofa under an AcceptanceNow agreement at a Bobs Furniture. At signing, it was stated that the total cost to be paid within 120 days was $2,997.35, taxes/fees included. After making SEVERAL large payments equaling to around $2,500 within the last 90 days, I noticed that my balance was still high even though Im nearing the final days of my 120 day payoff. After days of speaking to several different reps from both the Bobs store AND ***/AcceptanceNow team, it was disclosed that there is a 12% markup on the Cash Price of $2,679.98 PLUS additional tax, bringing my actual total to around $3267. This was NEVER disclosed prior to signing the contract nor is it anywhere in my contract!Its extremely frustrating that the ***/AcceptanceNow CS reps also all seems to have a different understanding of how the taxes and fees are applied. Two of the *** reps I spoke to stated that the 12% was already included in the total of *******, but another two reps stated the complete opposite. Aside from that, it appears that NONE of the reps seem to understand or care that I am being charged double taxes on a single months payment. To clarify, my monthly payment is $284.21 ($239.08 base rent plus $23.90 waiver (10% fee) plus $21.22 tax (NY *****%)). In one example, I made a payment of $471.25, an overpayment of $187. Instead of submitting this overpayment into suspense, I was charged an additional 10% waiver AND ***** tax on the extra money for the upcoming months! Another example, I paid $570.41 in a single payment, which equates to 2 months payments. Again, instead of putting the extra $286 into suspense, I was charged as if making two payments instead of one.This is unfair and feels as though the company is going out of its way to punish its consumers for paying extra/on time AND is a shady way to force us to go past the 120 day payoff schedule because we continuously lose money in unnecessary or hidden fees.

  Business Response

  Date: 04/06/2023

  Dear ************:
  
  ******************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  Acceptance Now transactions are not financing arrangements or loans. Acceptance Now purchases the merchandise selected by the customer from the host store, and then rents the merchandise to the customer through a terminable rental purchase agreement that contained the disclosures as required by applicable law.  Our District Manager has attempted to review the terms of the agreement with ********************, and has provided her a thorough breakdown of her payments. Despite our best efforts to address her concerns, ******************** simply remains dissatisfied with the agreement she entered into. We can confirm the amounts as stipulated in the agreement that she electronically signed are correct.
  
  Given the facts as stated, we consider this matter closed. Should ******************** possess documentation to suggest our total of payments on file is incorrect, we request her to provide it to the store.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because:  
  

  First, I have never spoken with the District Manager. Please indicate when and what time this was, as there has been no contact with said person nor was it ever stated on any phone call that I was speaking with a District Manager. 

  Secondly, the contract does not specify at any point that consumers will be charged additional tax for making payments larger than the required amount. I only signed for the *****% tax on the AGREED upon monthly payment of $******. (Using unnecessary taxes and fees are apparently an underhanded scheme you guys use to force people to miss their payout option timeframe.)

  Any excess money that was paid toward my balance OVER my AGREED upon payment of ****** plus tax, should have gone DIRECTLY to my balance (as ADDITIONAL/suspense payments for the same month) and not input as an advance payment for future months. These advanced payments resulted in me being charged an additional 10% on the excess money and additional tax. As you can see in the photos I have made payments well over ****** plus tax. 
  

  I dont see how this is hard to understand or where it is labeled in the contract that that is how you guys conduct transactions. 

  Lastly, this case is not closed as still NO ONE on your team has been able to verify where the initial base amount of $2,753.02 comes from on my 120 day payout option when the cash price of the product is only $2,679.98. 

  Business Response

  Date: 04/14/2023

  Dear ************:
  
  ******************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  Acceptance Now transactions are not financing arrangements or loans. Acceptance Now purchases the merchandise selected by the customer from the host store, and then rents the merchandise to the customer through a terminable rental purchase agreement that contained the disclosures as required by applicable law.  Our District Manager has attempted to review the terms of the agreement with ********************, and has provided her a thorough breakdown of her payments. Despite our best efforts to address her concerns, ******************** simply remains dissatisfied with the agreement she entered into. We can confirm the amounts as stipulated in the agreement that she electronically signed are correct.
  
  Given the facts as stated, we consider this matter closed. Should ******************** possess documentation to suggest our total of payments on file is incorrect, we request her to provide it to the store.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  
  Rebuttal Response 4/14: Dear ************:
  
  ******************** entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law. All purchase details are relayed in ************************ rental agreement and they have not changed since she electronically signed it indicating she agreed to its terms. 
  
  As confirmed, our District Manager has attempted to review the terms of the agreement with ********************. Despite our best efforts to address her concern, she simply remains dissatisfied with the rental agreement she entered into. We encourage ******************** to review the email and attachments provided to her on December 20, 2022. Should she be interested in receiving this documentation again, she may request copies through the store for security purposes.
  
  Given the facts as stated, we consider this matter closed.
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

  Customer Answer

  Date: 04/14/2023

  I have reviewed the business response and I accept the resolution.

  The resolution: a settlement was provided by the business. 

  Customer Answer

  Date: 04/14/2023

  I have reviewed the business response and I accept the resolution.

  The resolution: a settlement was provided by the business. 

• Initial Complaint

  Date:03/29/2023

  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 was contacted by an employer theyre stating I was paying too much money and the manager will resolve this issue for me a manager did not get in touch with me for a week when I did get in touch with the manager they said that the employee was wrong that I do all that much money I need to know what I owe and Im confused and I wanna know what the right amount is

  Business Response

  Date: 03/29/2023

  Dear ************:
  
  We have searched our database and are unable to locate the agreement referenced in the customers complaint. Please be advised this does not mean that a Rental 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 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.

• Initial Complaint

  Date:03/29/2023

  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 purchased a rental agreement on a couch set in July of 2022. My payments have been on time for the most part. I am 7 months pregnant and had to decide to leave my job because I am a high risk pregnancy. We decided to return the couches due to moving, which I have been paying liability insurance on. Rent a center in ************, ******* was two hours late to pick up the merchandise, and then refused to take it because of "stains" There is two stains, and it's not even large ones. We have been paying for liability insurance that the assistant manager ****** refuses to acknowledge. Not only that, his "men" who came to look at the couches, put one of the loveseats against my front door that almost fell on me when I opened up the front door. Again, I'm 7 months pregnant. My rental agreement number is Agr #:08159284697. This is horrible behavior and we will never do business with the company again.

  Business Response

  Date: 04/06/2023

  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:03/23/2023

  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 2/21/22 I entered into a contract for the purchase of a 82" tv and a *********** Stand with fireplace insert.all payments have been made on this contract and i still have not received the fireplace insert. I have contacted the store and was told to contact corporate. I contacted corporate and was told I would need to deal with the store. I have the paperwork showing the contract agreement number. This took place in the Phoeniz ******* store and I have now moved to ***********.

  Business Response

  Date: 03/28/2023

  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, Purple Cactus, 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:03/22/2023

  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 was told by one of the employees from Rent-A-Center that I was extremely being overcharged his name was **************** was told a manager will call me about the situation and it will be handled a week when past no one called when a manager called me back he said my account was perfectly fine I need to know if I'm getting overcharged or not like I said one employee there said I was getting overcharged in a manager didn't I need to know what's going on Every time I ask to speak to ******* they will not put him on the phone please would you help me get to the bottom of this

  Business Response

  Date: 03/28/2023

  Dear ************:
  
  We have searched our database and are unable to locate the agreement referenced in the customers complaint. Please be advised this does not mean that a Rental 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 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.

• Initial Complaint

  Date:03/21/2023

  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 was forced to move in3 days out of my house and within the 3 days time my bill had come due and the day it came due they called me 24 times within a 4 hour window and also threatened me and my mother without getting payment that day then I filed with there customer support 3 different times asking to be transferred to a new store multiple times I also tried to pay my account current 3 times and he has denied my payment and refused to take my payment well how are you going to not accept my payment but tell me I owe you money I have now called them yet again today for the 4 th time I also let them Know there won't be a payment made on my account until this is resolved and all they said was it was escalated they have said that every time and nothing ever comes of it

  Business Response

  Date: 03/31/2023

  Dear ************:
  
  ************ entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law. His account is presently delinquent, and he has not made any attempt to resolve his delinquency through our provided avenues. In the process of our investigation, we've confirmed that ************ has relocated our property without our permission and as such, has breached the agreement.
  
  Our District Manager has attempted to review the terms of the agreement with ************ and despite our best efforts, he remains dissatisfied. We consider this complaint closed as we are not able to reach a resolution to this matter.
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:03/20/2023

  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.

  On 1/27/2023 I moved from ******** **, to ******* **. I called my rent a center on east main in ********* **, and asked them to come pick up their electronics, due to me being evicted and unable to afford them! They said they would pick them up, and they never did or did and are lying about it, but they have been harassing me verbally and physically , and this last time I called the police because I was assaulted now they are trying to take me to court saying I stoled the items! I have spoke to the store manager as well, and he is backing up his employees! I did what I was suppose to do on my contract, and now they are trying to charge me with theft for their electronics! I do have 2 beds through them and am willing to pay for those since I took them with me, but they won't take my payment until I get the electronics up to date!

  Business Response

  Date: 03/23/2023

  Dear ************:
  
  ************ entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  Upon review of this complaint, we can confirm we previously were engaged in the police matter ************ references and they determined she did not have sufficient evidence to support her claims.
  
  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. It was ************************ responsibility to ensure the property was maintained in good condition and we are not at fault for her abandoning it.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  

• Initial Complaint

  Date:03/20/2023

  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.

  ************************ *********************************************************************************** DATE 3/20/23 Rent-A-Center **************** ***************************************************************** Rent-A-Center **************** - 10552XX In accordance with the Fair Credit Reporting act Rent-A-Center **************** - 10552XX, has violated my rights. 15 U.S.C **** section 602 A. ****** I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions Rent-A-Center **************** - needs to put in a request to all the credit reporting agencies to have this trade line removed from my credit report immediately if not I will bring suit against your company for all applicable damages, as well as for statutory penalties provided under the ***** and FCRA

  Business Response

  Date: 03/20/2023

  Dear ************:
  
  ************ entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  Rent-A-Center has reviewed this complaint and determined that **************** primary concern is regarding certain contractual obligations stated in the Agreement, which she failed to comply with. Pursuant to the Agreement, we are authorized to report **************** payment history to the credit bureaus. As such, we consider this complaint closed.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  

  Customer Answer

  Date: 03/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Where is this so called contract? That shows I gave this Company Authorization to put this on my credit report? My request was very clear and straight forward my Federal Credit Reporting Act Rights Have Been Broken By Rent-A-Center I never authorized this company to Report this on unknown account on my credit again request this Tradeline be removed off all credit reporting agencies or the next stop with be complaints with the *** and I will seek compensation.

  Business Response

  Date: 05/23/2023

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

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

  
  As requested by ************, *** submitted a request to have the *** trade line removed from her credit. ******* control number is *********. *** can request but not guarantee that the credit reporting agencies will comply with ***s 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.