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.

  5501 Headquarters Drive Plano, TX 75024

  
• 

  Rent-A-Center, Inc.

  101 Patrick St Charleston, WV 25387-2544

• 

  Rent A Center

  2024 Campbellton Rd SW Atlanta, GA 30311-4804

• 

  Rent A Center

  4865 Jonesboro Rd Forest Park, GA 30297-3549

• 

  Rent-A-Center

  4719 66th St N Kenneth City, FL 33709-3113

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:02/02/2023

  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.

  In late August or early September I purchased furniture from Value City Furniture in Ohio. I inquired about financing and they brought me to a section of the store with AcceptanceNow employees where they proceeded to have me sign a few things on an IPad without really giving me any time to read it. My total purchase was just about 2400 dollars. I have given 7 payments of just over 300 dollars each. About 2200 dollars, and it says I still owe over 2000 dollars. These kind of interest rates can't be legal and even if they are I have no supporting documentation telling me they'd be this high. I mean that's literally over 100% interest rate.
  
  I didn't include any documents as all I have are the acceptance now website and my original receipt from ValueCity. What acceptance now is doing is criminal and they should be charged to the full extent of the law.
  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/16) */
  Dear Ms. Long:
  
  The Customer entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  After a review of the complaint, it appears the customer's primary concern is regarding certain contractual obligations stated in the Agreement, which the customer failed to comply with.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  
  
  ******** Response /* (3000, 7, 2023/02/17) */
  (The ******** indicated he/she DID NOT accept the response from the business.)
  Acceptance Now is criminally liable for exceeding the maximum interest rate on loans in the state of Ohio. If the remaining balance is not cleared with no negative impact on credit, I will pursue them to the full extent the law allows and file criminal charges with the state of Ohio and file a lawsuit against them with my attorneys.
  
  
  Business Response /* (4000, 9, 2023/02/23) */
  
  Dear Ms. Long:
  
  The Customer entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  As previously stated, after a review of the complaint, it appears the customer's primary concern is regarding certain contractual obligations stated in the Agreement, which the customer failed to comply with.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:01/26/2023

  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 have purchased a bed frame from Rooms to go in the Miami store. At the moment of purchase I was offered a couple different payment options and using Acceptance now to pay it within 90 days at no interest seemed like a good option to me, which has turned into a huge nightmare. I am going to be brief so it gets the point across - I have made 5 payments into the owed amount within the expected time frame - When I signed up I was told that I could call in to make extra payments so I would be able to pay off account sooner than 90days to not pay any interest or fees. Which I did; 0n
  09/12/22 I paid; 193.00,
  10/11/2022 144.85
  11/08/2022 144.85
  now, on the 17th of November I made another phone call and asked to pay the account off; I asked the associate what is the amount left for me to pay this off, and they said $200.37 which I also paid. Then, I thought all was good and done. Well, on December I saw an extra charge for 14.99 in my bank account.. I imagined it must have been some final charge or a fee for the financing that I didn't see - So I just ignored it and didn't think any of it. On January 9th, another 14.99 charge came and then it made me call them to find out My account had never been paid off - I now owe like over $500 of some crazy fee and I cannot reach anyone to solve this. I called the store on 01/09 at noon, they called me back and said they would get back to me soon since the manager wasn't there and had to call back - It is now January 26th, I have called back at least 8 times. I called the main number, nothing. Everyone says: "manager is not here, she will call you back soon". We'll get someone to call you. "the regional director will call you..." nothing. I was given a ticket number, today - since, this wasn't ever mentioned before (ticket 1964640). I will again wait for the manager or maybe even God to call me and solve this problem. They are not a serious business. They do not care, They will just ripe you off and that's as simple as that.

  Business Response

  Date: 02/10/2023

  Dear Ms. ****:
  
  
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau ("BBB") complaint.
  
  
  
  We have contacted the Customer and reached a resolution to the complaint.
  
  
  
  Given the facts as stated, we consider this matter closed.
  
  
  
  
  
  Respectfully,
  
  
  
  
  
  Rent-A-Center, Inc.
  
  
  

  Customer Answer

  Date: 03/30/2023

  The business  has still not reached out to me. I was told over one month ago that a refund check was going to be issued however that did not happen. I can't never reach the manager who is the only person who can respond to my problem and I still do not have my refund. They told me that there would be a check sent then they played dumb saying they had entered the wrong address on the shipping label and that is why i did not get my check. It is now being 2 months since this conversation. I just this resolved once and for all. the stress and hassle they have given me is ridiculous. please assist with getting in touch with these so called professionals.  

  Business Response

  Date: 04/07/2023

  Dear Ms. ****:
  
  Our records show that our accounting department was able to issue a refund to Mr. ******* as of April 5, 2023, and we requested it to receive expedited shipping. Mr. ******* can expect to receive his refund shortly, if he has not already. We appreciate his patience in this matter. 
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:12/20/2022

  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.

  When I originally open this account I signed documents that stated if I was injured or lost my job the insurance plan would kick in to cover my charges. I lost my job and had a partial amputation to my right foot. When I contacted the store they act has if they had no knowledge of the program. Then all the sudden they remembered and told me I had to contact the District manager. I contacted that person and never heard back. I then was contacted by the store every other week and had to remind them of the previous conversation about the insurance coverage. Then the DM started texting me I texted and called her back and still have not spoken with her. Now this is coming on my credit has a missed payment and has caused my score to drop. They keep calling about a pay off offer and when I call to them or text back no one responds. Not only have I not heard from anyone the store keeps calling like bill collectors while I told them I was in the hospital.
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Dear Ms. Long:
  
  The Customer entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  After a review of the complaint, it appears the customer's primary concern is regarding certain contractual obligations stated in the Agreement, which the customer failed to comply with.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  
  
  ******** Response /* (3000, 7, 2022/12/29) */
  (The ******** indicated he/she DID NOT accept the response from the business.)
  The member of their staffed called me and was very abrasive with her statements. She states that all calls are recorded when I called in then proceeds to say that the information I'm stating to her is he/say she/say. At the end of the day I want them to honor what's was told to me by the representative I spoke in her store that day and over the phone that the insurance program I signed up for would cover the charges. If can no longer pay how would I still be able to pay into an insurance program. Also none of the people I spoke to prior to the woman I spoke to that called my home told me anything about filing a claim form.
  
  
  Business Response /* (4000, 9, 2023/01/03) */
  
  Dear Ms. Long:
  
  The Customer entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  As previously sated, after a review of the complaint, it appears the customer's primary concern is regarding certain contractual obligations stated in the Agreement, which the customer failed to comply with.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:12/19/2022

  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 called to pay off my early pay off option for 120 days in December XX XXXX. I have on file with acceptance now inside value city furniture in Chesterfield Michigan with a Laura a checking account set up as a default for monthly payment method for auto pull. I callwd to pay off on the 15 th to avoid accrued interest and i was told if i didnt have a debit card for ghis account that is set up for 4 months already that they can not pay off! They refused to take payment out of the account on file. I told yh then ghis will default after december 19 th and you will be charging me more money. I do not have a debit card for this account and have Covod and sick . I am not able to drive 30 minutes away pull money out and take to store!!! I wirk full tome im off for a week sick positive covid !!!! This a way for gheir company to stop customers from payinv off gheir bakan es and making it so difficult to pay when the bank account is already set up! I want this reported and something done about ghis of i am seeking legal action for our rights !!!!! Now as of today i past 120 days due to ghem refusing to pay off using the bank account on their file on their website all ready set up under methods of payment as the default

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/02) */
  Dear Ms. Long:
  
  The Customer 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 the Customer to resolve the complaint. Unfortunately, Mr. ******** hung up on the District Manager and would not accept our phone calls. Without the ability to communicate with the Customer, we are unable to resolve the complaint.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/17/2022
  
  I made a purchase from Rent A Center store in ******************* (***********) for a bedroom set and a TV. I purchased under the agreement where you were supposed to get 10 days/first week free. The store waited until the day of promotion ending to deliver my items. Before this, I had called several times because I was given a delivery date that wasnt honored. The store manager told me he was 'too busy' to address my delivery. So, I called customer service. The store finally delivered, however they only delivered one item. I've called several times to request that item ve delivered because I am being charged from my bank account for it. I want my money back. Charging a bank account knowing that the agreement has yet to be fulfilled is fraud. I've called local store and corporate customer service and yet I have received no resolution. The store manager is always 'too busy' to speak with me. If I can find no resolution here, I will continue to escalate for fraud by rent a center and theft.
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Dear Ms. ****:
  
  We have searched our database and are unable to locate the agreement referenced in the customer's complaint. Please be advised this does not mean that a Rental Agreement does not exist under another spelling, name, or other classification. If the customer could provide the agreement number located on the rental agreement, I would be able to better assist them with their concerns.
  
  Until RAC receives the requested information, I am unable to address this Better Business Bureau complaint.
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact the district manager since beginning of November of this year to pay an account off. I received one phone call from a store manager who has harassed me in the past. I called again request district manager to call as promise from first call and expressed my concerns with the store manager ***** I have had 5 tickets issued with no call. I called the customer service again today found out store is a franchise location and they do not follow any rules. Also that the district manager has not even read one of my tickets that have a 48-72hour turn around time. This bull is in my credit report and I am unable to get a loan till it's paid off and this company is making it impossible.

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2022/12/08) */
  Dear *** *****
  
  We have searched our database and are unable to locate the agreement referenced in the customer's complaint. Please be advised this does not mean that a Rental Agreement does not exist under another spelling, name, or other classification. If the customer could provide the agreement number located on the rental agreement, I would be able to better assist them with their concerns.
  
  Until RAC receives the requested information, I am unable to address this Better Business Bureau complaint.
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:12/02/2022

  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 lost my job ans behind on payment rent a center employees in ********
  Have been harrasimg me multille times a day. Refusing to leave my property. Threating me woth police, talking about my debt with peiple not on contract. There has been multple double charges on card that they wont explain
  

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Dear Ms. *****
  
  The Customer entered into a written contract in the form of a rental agreement that contained all disclosures mandated by applicable state law.
  
  After a review of the complaint, it appears the customer's primary concern is regarding certain contractual obligations stated in the Agreement, which the customer failed to comply with.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid a downpayment for a ************** i never use. They refuse to give the refund back. over 13 months now Had a guy damage my house trying to setup a bed. He got fired i never got paid for the damage been 2 years now. new mangers over the years/ The new store mangers/area manger will not refund to help what the old people did wrong .. I Need somebody from HQ to contact me. the mangers in ******* are rude and refuse to help

  Business Response

  Date: 12/15/2022

  Dear ************:
  
  Rent-A-Center ("RAC") is actively working to resolve the complaint. While we continue to review this matter, RAC respectfully requests an additional 12 days to respond to this complaint.
  
  Respectfully,
  
  Rent-A-Center, Inc.
  

  Customer Answer

  Date: 08/17/2023

  this like the 20+complaint . 2020 October rent a center let a inexperienced worker damage my walls in bedroom bad trying to put a bed up he also broke it. ******* came to my house and took photos/apology . never got paid for the damage. i got reports from rent a center **** number for 2020/2021/2022 also BBB got reports from me from 2020/2021/2022. TV damage. manger both agree to replace the tv. they gave me a date for the new tv never got the tv was told 2 days late the tv was cracked. 3+months later RAC tryed to give me a tv that was smaller than a 85 inch tv which i decline i already spent almost $4,000 on a $1300 tv why would i take a smaller tv. I got a wash/dryer from RAC. No parts came with it. *** told me will bring it another day. after 2 days i told them come pick it back up. September 2021. RAC gave me my 1 month paid refund back dec 2022 . thats how toxic this location is *******************************************************. they held my refund for 1 year and 3 months i got a phone call july-AUG 2023 2-3weeks ago a new lady at the loaction trying get me to buy a tv i also told her the issue i had. she said new mangers there now. I was told by A RAC *** saying i owe for a bed i dont have also the guy told me they wont allow me to buy from them again but the location scam me out of my money/ damage my property I want somebody from headquarters to call me. dealing with 2 family death past 3 years slow down my rush to call n get this fix daily. i got text/voicemail about everything. text/voicemail from manger ************ saying he will replace my 85 inch tv. year 2022 text/voicemail from store manger ************ wall damage that never got fix/ washer/dryer issues year 2020-2021

  Business Response

  Date: 08/22/2023

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

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

  We have contacted ****************** to reach a resolution to the complaint, and a refund has been provided. We appreciate ********************** attention and patience in this matter.

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

  
  

  Customer Answer

  Date: 09/01/2023

  I am rejecting this response because:   

   

  what refund?

  Business Response

  Date: 09/13/2023

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

  We have a signed receipt from ****************** regarding his refund of $90.51 dated December 13, 2022. We have record of discounting an item and closing out the contract for broken merchandise. We have accommodated ****************** numerous times and despite our efforts, he remains dissatisfied. If ****************** has further concerns, he may contact the store for evidence of the refund receipt. 

   

  Sincerely

  Rent-A-Center

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been waiting for 2 weeks for them to bring me a replacement washer that works I have a contract 2,000,00 for the set I started paying $90 and rent a center raised it to $133.00 in 4 months, And I won't be able to get a refund. I'm on disability and can't afford a dishonest business like them. I've been having to wash my clothes in the tub and wring them out by hand. I feel like I have been tricked into a contract and now I'm stuck.👿
  

  Business Response

  Date: 03/07/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Dear Ms. *****
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau ("BBB") complaint.
  
  We have contacted the Customer 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:11/28/2022

  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 have been a loyal customer and have paid my bill and it is current. I called 11/28/2022 and Spoke to Hernan Gonzalez and told him my washer was making a clicking sound and I would like someone to come and look at it. He refused stating that he will not help me because I was rude to him in the past. He stated that my warranty was removed and he does not know why. I advised him that I never removed it. I asked him for a resolution to the problem and he stated that I can figure it out on my own. I stated to him that in the company policy it states that the product will be picked up for repair and a loaner will be provided. He stated that if they cant repair it after 2 days he will give me a loaner, I read the policy to him. He finally agreed to have someone come pick it up and bring me a loaner. I advised him that I was speaking with him on speaker phone because i felt threatened and scared with the tone and language he was using, I also stated that it's not ok t retaliate against a customer because of a past experience. I asked to speak with the district manager and he refused stating that the district manager said that I could only email him. The name I was given is Angel Delasantos. I would like a call back from a higher up. I feel threatened and Hernan has constantly made me feel scared every time he has called or I have spoken to him on the phone. I am actually scared for my life because he stated that he will come to my home. I advised him that I am a female and he could speak to my husband because he was scaring me, he stated no. I asked for the number to the cooperate office and he stated I can look it up at rent a center.com.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/30) */
  Dear Ms. ****:
  
  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, Eclipse 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.