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

  58 Island Pond Rd Springfield, MA 01118-1027

• 

  Rent-A-Center

  363 Timpany Blvd Gardner, MA 01440-3220

• 

  Rent-A-Center

  303 Main St Southbridge, MA 01550-3726

• 

  Rent-A-Center, Inc.

  1029 W Will Rogers Blvd Claremore, OK 74017-5418

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:10/28/2022

  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 am very disturbed and upset with ACCEPTANCE NOW has not responded back to me I sent a letter requesting the proof of contract . I need these accounts deleted from my credit report they violating my right
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/09) */
  Dear Ms. *****
  
  We have mailed the documents requested. If Ms. ******* believes that she has been a victim of identity theft, she can submit the following for review:
  
  1. Follow the steps on the Federal Trade Commission's website https://www.identitytheft.gov/ regarding identity theft and provide a copy of the paperwork submitted;
  2. A copy of the police report that she filed; and
  3. A copy of her drivers' license or other govt. issued ID.
  
  This information can be sent to Rent-A-Center, Attn: Legal Dept., 5501 Headquarters Drive, Plano, Texas 75024. Acceptance Now will forward the information to our Credit Reporting department for further review.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:10/13/2022

  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 placed an order with Rent-a-Center on the 22nd of September, and made an initial payment of $56.27 with a female employee named (Xavier)...who stated "your delivery date is set for the 27th of September between 12pm-5pm, and your first full payment will be October 3rd. I took off work and waited, and the furniture was never delivered. I called the store and I was told "oh she forgot to put you on the schedule." I called 800-422-8186 and filed a complaint. Ticket number (XXXXXXX)...nothing was done so I filed another complaint ticket number (XXXXXXX) nothing was done so I requested a refund ticket number (XXXXXXX) and nothing was done. I filed another refund request through the 800 number ticket number XXXXXXX...and I'm still waiting to get my money back. This is the worst customer service I have ever experienced. And on the 3rd of October I get a text "payment due today" they had the audacity to request a payment when they didn't even deliver the furniture. Employee negligence is at an all time high at this establishment. The staff needs to be retrained. Horrible customer service I just want my money back that's it. Why do I have to jump through hoops with multiple ticket numbers... just refund my money. As a disabled veteran who is no longer mobile this is a terrible franchise to do business with. Where is my refund why does it take so long to reimburse me.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */
  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:10/06/2022

  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 a Washer and Dryer set on RTO for over 12 months now. I pay monthly.
  I have had problems with this brand new W/D since about 1.5 months in. Spoke to a few employees and nothing was ever offered or suggested to be done until the store manager, Dan got involved. He said he would replace the set with a brand new one of the same and keep menon the same rental agreement. SEVERAL months have passed and RAC is not able to provide a replacement. During COVID I even paid for a part and fixed my machine on my own without mention of reimbursement. I have been told as of last month that a brand new w/D set is on the truck again... This mystery truck is apparently non existent because for ANOTHER month I sit waiting and paying.
  
  I feel I am being taken advantage of and as long as I keep paying and patiently waiting they will keep the story line strung out as long as possible. I warned dan I was going to report this issue last month to the BBB and the FTC but didn't once he sang the song of the mystery truck.. I was a fool for falling for it and I should have filed that day. I will not be played for a fool any longer. The reports are filed and a resolve is in order.
  
  This isn't to say that I have been treated poorly on a personal level by the staff but I do not feel they comply with truth in lending or business morals in general and maybe honesty would be a much better approach the next time around.
  
  At this point the only acceptable outcome would be an immediate and complete refund of ALL monies paid to RAC on this set. It is the only fair way to resolve this problem. It will allow me to afford a new set or whatever I can find for the amount refunded. I am in a rural location so skipping down to the laundromat isn't an option and I am out of patience with this mess. I apologize if I'm kurt in the matter but this has been a thorn in my side for months on end. I appreciate your time.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/14) */
  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:09/22/2022

  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'm depressed and suicidal after dealing with the unauthorized use of my personal information.
  Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the FDCPA and must be deleted immediately because those are serious violations and I could be compensated for them.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Dear *** *****
  
  Our office is in receipt of your email regarding the above referenced Better Business Bureau ("BBB") complaint.
  
  The Customer's desired resolution is correction to their credit report. To the extent a response is required, the Customer should file their dispute through the credit reporting agencies, identifying the alleged inaccuracies.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:09/21/2022

  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 reserved model#XXXXXXX online on 9/14/2022 , it was expected to be delivered 9/16/2022. I was contacted the next day that the chair was going to be delivered early. Turns out the chair cannot fit in the entryway of my 3story apartment bldg. and after about 30 min. The delivery person called and stated they were leaving/they don't think any type of three person sofa could fit. Only a love seat or a chair. I contacted RAC. A RAC named ***** said she would return my call and that she would find an alternative. I searched the site/ called other RAC in the area and found RAC has nothing smaller . They only provide recliners& sets. I then called the next day mid afternoon was told by ***** there was no alternative and the only person that can process a refund was the manager who was on a conference call. I waited all day. And as it reached around 4 pm. I decided to call RAC customer service. The 1st customer rep. called the store and the manager told him the only way I could get a refund is if I went into the store. I explained that wasn't possible in the next coming weeks. And that I had never been in the store during any part of reserving the furniture. So why was it a must for me to go to the store to be reimbursed. No one could explain. I reached out to customer service again. And was told I definitely am in receipt of a refund. As I haven't received a chair and there are no alternatives. So being that RAC Cannot fulfill the request they should reimburse me. I was told to wait for a NY district manager by the name of ****** to contact me . No one has contacted me yet. I received a notice this morning that I was refunded 0.01 on the reservation request I initially made. For these items . The same items I ended up contacting the store about then completed the agreement/payment over the phone. So why havent I been refunded my 115.97 purchase the same way.
  Date:9/14/2022
  Agreement #XXXXXXXXXXX
  Store Id#XXXXX
  Second hand dealer#XXXXXXX
  Electronic dealer lic XXXXXXX

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Dear Ms. Long:
  
  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:09/16/2022

  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.

  Currently buying a mattress and bed frame from rent-a-center. I pay extra every week for "insurance" that is supposed to cover anything that breaks. I have had this for a year and the flat that holds the mattress up has been broke since the day after they installed the bed in my room (due to them not putting a support beam where it belonged). I have been trying to get them to replace the flat for a year now and have contacted the manager multiple times just for them to say they're ordering the replacement. Issue still has not been resolved.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/27) */
  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:09/16/2022

  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.

  In April 2022 I started purchasing a sectional from the Shawnee location. I was told they were new, upon delivery i noticed 2 stains and the material on the bottom of the chaise section was ripped. They clearly were not new. On September 11th, 2022, upon steam cleaning the couches to remove the stain i flipped one section up on its end to brush it off and noticed signs of bed bugs, it didnt look to bad so i figured id remove the material and clean and spray with pesticide and it would be ok. Upon removal of the bottom material i find that the sectional is completely infested. I called corporate on Sept. 12th, the store manager called me and said they were going to put in a claim, he was informed they were outside and not coming back in my house they needed to do something with them. On Sept. 13th a claims woman called and said unless i have photos from the day they delivered them they were closing the claim. Had terminex at my home on Sept. 14th to check my house and the couches, my home was cleared no signes of any kind, he checked the couches and said based on the time i had the couches it was very possible for them to have been babies or unhatched eggs that hard to detect at the time of delivery. i called the store manager and informed him i did not have them in my home so we needed to get this settled and again the couches are outside and need to be dealt with because i am not paying for furniture that has bed bugs, he informed me that his employees will rip the bottom of the couch material if they suspect bugs, He admitted a suspicion of bugs before i received the couches, why else would the chaise material be ripped otherwise. I spent all week calling the claims people to be ignored and never called back, I had a mattress on order and the store manager said his dm wont allow him to deliver it till the claim is closed. As of today September 16th, 2022 the claim has been closed for several days even though it was only opened on the 12th.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */
  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.
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not positive they have put the appropriate response in the right claim, my name is not ****, I have come to an agreement with the DM, and as long as that agreement is followed and I am not contacted about these couches ever again then I am satisfied.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  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 does not appear that a response to the Customer's dissatisfied response is required.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.
  
  
  Consumer Response /* (4200, 11, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rental agreement had nothing to with this. The Rental agreement does not cover if they bring bugs into your house. I feel I was more than lenient in my resolution considering what is afforded to me by law. If the business acknowledges that I will not be contacted. Y anyone in their company about these couches then I will consider this matter closed.

• Initial Complaint

  Date:09/15/2022

  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.

  Today I wake up to a charge acceptance now took from my checking account- I have not used this company in over a year. My debt was paid in full- and have not used them since. I have gotten no letters. Notifications that I Owe- owed anything (cause I don't). Or anything- yet one year later they take out almost $400? There is a number to call on my transaction XXX XXX XXXX. When I call it's a dead number. Doesn't work- My bank is now disputing the charges. I had to cancel my bank card - and they say there's no guarantee I'll get my money back. This is No time to be stealing from past customers! This is wrong! This is fraud!

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Dear Ms. *****
  
  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, I have instructed a District Manager to contact our customer to resolve any concerns they may have, directly.
  
  Given the facts as stated, we consider this matter closed.
  
  
  Respectfully,
  
  
  Rent-A-Center, Inc.

• Initial Complaint

  Date:09/14/2022

  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.

  April 30th rented a Rocking Recliner from this location in Waipahu, We were told with other customers by sales Rep Sammi-lynne they're running a special we could buy out any items at cash price with in 4 months. So we signed up for this special deal and Was told our payments should end in Sept 01st 2022. I asked questions like i want to come in and make payments, she said with this special it has to go on a credit card/ debit card so i left debit card to be on their file . Paid for the proration rate for the month of April and the full month of May so my next payment is on June 01. We were told every month they will take out 118.00 this is including everything. I called the location in August to confirm my last payment and i was told but a male representative over the phone yes my last payment will be in September and if i need anything else, i told him not at the moment.Sept 09th i called the location to confirm all my payments are done and that when they told me the bad news i was short $53.00, i asked the rep that answered my phone to explain it to me where i went short because i was set by Sammie the amt they take out every month. He said he sees it in the system that i should be done on the Sept 01st. so i explained to him i have a paper that was given to me with my ending balance of $434.76 and if They're taking out $118.00 every month multiply by 4 month it comes out to 472.00 they owe me money because i have a remaining balance of 434.00 the rep agreed with me because he doesn'y have the power to adjust it he passed me to his supervisor Shaun.Shaun told me with this special it only applies to certain items in the store, he was just making up all kinds of excuses by saying i need to come in to make my last payment, $53.00 is for insurance (RAC corp told me its not mandatory, Sammi said its mandatory). Shaun he was no help he only making it worse. i called cooperate office they see it in the system but will have Dist Mgr Donna to call .

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */
  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:09/11/2022

  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 have had issues with money because I was a domestic violence survivor in which they were the main provider and also lost my job all in a short prior of time. So I was behind on payments. Now with that being said the employees of this particular location have been using their private phones to text and harass me. I have called rent a center corporate to report but never received a called back. I have no problem returning the products but I fear for my safety because it's not legal to use private phones to text customers.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/09/26) */
  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.
  
  RAC denies all the allegations. Despite numerous attempts, our District Manager has been unable to reach the Customer to resolve the complaint. 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.
  
  
  Consumer Response /* (3000, 7, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response because I have the text messages where the employees are harassing me via their personal phones which is completely illegal. I will be per suing legal action with a lawyer.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  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, despite numerous attempts, our District Manager has been unable to reach the Customer to resolve the complaint. 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.