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Business Profile

Rent to Own Furniture

Rent-A-Center, Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Rent-A-Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 1,612 total complaints in the last 3 years.
    • 471 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 overcharged by Rent-A-Center on my final payment for a rental agreement (Contract #***********). The amount due was $48.91, but I was charged $104 on 05/15/2025. I had communicated with store staff prior to the due date and was told that a two-week delay in payment would be acceptable. I relied on that assurance and authorized payment on 05/15/2025, only to find that I was charged more than double the correct amount.When I contacted the store, I was told the extra charge was due to a $10/week late fee. However, this contradicts the written terms of my agreement, which only mention a reinstatement fee of $5.84 per week for weekly rentals. Even including fees, my total payment should not have exceeded $60.I submitted a formal dispute requesting a written breakdown of the charges and a refund of the overcharged amount. I was told Id receive a call back within 48 hours, but no one followed up. It has now been more than 48 hours with no resolution or communication. In the initial call; Not only did I not receive proper follow up communication, but I was also berated by staff over the phone. Store manager told me youre mad because youre broke. I cant help you, we no longer have a contract.When contacting the corporate number following up after the lapsed ********************************************************************* need to wait another 48 hours for them to call me. I was also told that no information could be given to me as far as a call back number or any signs of resolution.I also have a recording of the final call follow up from 05/21/2025 Desired Resolution:A refund of the overcharge beyond the $48.91 owed A written, itemized statement of all fees charged I am submitting this complaint due to the companys failure to resolve the matter in good ************** Info:Rent-A-Center *********************************************

      Business Response

      Date: 05/28/2025

      Ms. ***** entered into a written contract in the form of a Rental-Purchase Agreement that contained all disclosures mandated by applicable state law.

      Despite numerous attempts, our District Manager has been unable to reach Ms. ***** to resolve the complaint. We request Ms. ***** to return our communications should she have further issues.  

      Sincerely,

      Rent-A-Center

      Customer Answer

      Date: 05/28/2025

      I am rejecting this response because:   They contacted me once, today while I was in a meeting. This is not a multiple attempt. Nor did they give a business day for me to respond. I will be contacting for resolve and I have attached previously the contract in which they are referring. I do not see such agreement outlined in the document.

      Customer Answer

      Date: 05/29/2025

      Good afternoon,

       

      I initially rejected the resolve due to the business responding that they havent heard from me. I ended up connecting with the business and we were able to resolve the issue. Thank you all for your diligence. No need to take further action on this case.

    • Initial Complaint

      Date:05/20/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Location: ********************************************************* I am legally blind and they have made me pay double for a washer/dryer. I started paying them in ****************************************** 2023. The manager that did my contract got fired. I believe she did some things that got me messed up. That manager was working with the district manager and they messed up the billing for my account. I have been asking for details about my account and have been getting different billing schedules. I have called the corporate office and they have given me the runaround and incorrect information. I would like a refund of the double payments I have made to them.

      Business Response

      Date: 05/23/2025

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

      We have contacted Mr. ********* and reached a resolution to the matter.  

      Given the facts as stated, we consider this matter closed.

      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Location: ******************************************************************************************************************************** On Wednesday 5/14/2025 I opened an application with RAC about a fridge which was scheduled for delivery on 5/23. However, after purchasing my own fridge, I notified RAC of the cancellation of my request by 5/22. Then RAC still attempted to deliver the fridge. When I spoke with the store manager *******, he said this had been resolved last week then, to my surprise, I was notified today that I am "past due" on payments for a fridge I don't have possession of as of this week. So, I contacted RAC once again via text message and by phone to request two things....1) written confirmation that they have finally removed the fridge from my account as I will not require it or anything else from RAC, and 2) that I will be refunded both the $25 originally paid during the submission of my original application, and a separate ***unauthorized charge of $4.73 to my credit card on 5/19! It seems *** associates have been unwilling to correct their records. During a call today, the associate even hung up on me when I asked for written reassurance that this matter would be resolved. *** is an unethical company with workers who couldn't care less about their customers. Do not consider doing business with RAC unless you wish to subscribe to harassment, incorrect records, and potential negative impact to your credit report,

      Business Response

      Date: 05/22/2025

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

      We have contacted Mr. ***** and reached a resolution to the matter. Should Mr. ***** have any questions or concerns regarding her refund she may contact the store directly.  
       
      Given the facts as stated, we consider this matter closed.

      Sincerely,

      Rent-A-Center

      Customer Answer

      Date: 05/22/2025

      These people are very disrespectful. They refer to me as Mr ***** then proceed to refer to me again as she and her. In response to my ****** review, they said I was spreading good vibes. lol

      Separately however, I was able to speak with the district manager who acknowledged the mix up in their system prompting the missed payment notifications and calls despite my never getting any products from them. They are also refunding me. 

      Customer Answer

      Date: 05/22/2025

      These people are very disrespectful. They refer to me as Mr ***** then proceed to refer to me again as she and her. In response to my ****** review, they said I was spreading good vibes. lol

      Separately however, I was able to speak with the district manager who acknowledged the mix up in their system prompting the missed payment notifications and calls despite my never getting any products from them. They are also refunding me. 

      Customer Answer

      Date: 05/22/2025

      These people are very disrespectful. They refer to me as Mr ***** then proceed to refer to me again as she and her. In response to my ****** review, they said I was spreading good vibes. lol

      Separately however, I was able to speak with the district manager who acknowledged the mix up in their system prompting the missed payment notifications and calls despite my never getting any products from them. They are also refunding me. 

    • Initial Complaint

      Date:05/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 rented a recliner and this place is charging me a additional tax every time I make a payment, they're charging a tax on each payment and they are charging a tax on the same merchandise every week. I'm on a fixed income and they are taking advantage of people. The taxes are more than the rental payment for the week. due to the additional tax I will have to pay double the amount of the advertising price

      Business Response

      Date: 05/22/2025

      Rent-A-Center (RAC) transactions are not financing arrangements or loans. *** purchases the merchandise selected by the customer from the host store and then rents the merchandise to the customer through a terminable agreement that contains the disclosures as required by applicable law. Despite our efforts to resolve Ms. ******** issues, we are unable to reach a resolution. We request Ms. ****** to contact her local store should she have further issues.

      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband lost his job and I became behind on rent a center payments. I called them and explain the situation about two weeks after that they called my job and I told them on the phone. I would take care of it. Just give me until the next day which I did. Icame home that night. Apparently they called my neighbor and another person in the town, I live in that I was behind on payments. These people were not put on my application. I dont understand how they can contact them. I just feel like they went out of their way and now these people know my business and I think thats wrong.

      Business Response

      Date: 05/21/2025

      Ms. ******** entered into a written contract in the form of a Rental-Purchase Agreement that contained all disclosures mandated by applicable state law.

      Despite numerous attempts, our District Manager has been unable to reach Ms. ******** to resolve the complaint. We request Ms. ******** to return our communications should she have further issues.  

      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/16/2025

      Type:Billing Issues
      Status:
      Answered
      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 table that is leased from Rent a Center and 1st the stored my husbands credit card after he had made a one time payment and rent a center charge his account 3 months later again without any permission especially since the table is only in my name. Then in the contract the date of payment is bi-weekly on Saturday which is the day after my payday. Suddenly they changed the dates to dates that are not agreed upon or signed for in the contract and never notified me of this change and have no explanation to why they broke the agreement. 3rd after making my payment in full they sent someone to my house to threaten me over a payment that is not even due for another 2 weeks.

      Business Response

      Date: 05/28/2025

      Ms. ***** entered into a written contract in the form of a Rental-Purchase Agreement that contained all disclosures mandated by applicable state law.

      Despite numerous attempts, our District Manager has been unable to reach Ms. ***** to resolve the complaint. We request Ms. ***** to return our communications should she have further issues.  


      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/15/2025

      Type:Product Issues
      Status:
      Answered
      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 never received the item from the store. ***** and Javi are extremely unprofessional and deceiving. I called customer service 3 times and my agreement is still active and asking for payment. I need this to be resolved and closed. I dont want to be charged for something I didnt get.

      Business Response

      Date: 05/22/2025

      Ms. ******** entered into a written contract in the form of a Rental-Purchase Agreement that contained all disclosures mandated by applicable state law.

      Despite numerous attempts, our District Manager has been unable to reach her to resolve the complaint. We request Ms. ******** to return our communications should she have further issues.  


      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 contract with them, in my contract it does not specify that I have to make my payment by a particular time on the due date. On Saturday 5/10 I logged into the online portal at 8:15 pm to make my payment and a late fee had been added. My due date was 5/10, I did not make the payment due to the late fee being added. When I contacted the store the manager advised he would not remove the late payment and he was extremely rude and nasty. I advised him I had proof that I logged in at 8:13 pm to make the payment, he still refused to remove the late fee. I have not made my payment because it wasnt late and I shouldnt be charged a late fee. I am currently waiting for a call from the District manager

      Business Response

      Date: 05/20/2025

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

      We have contacted Ms. ******* and reached a resolution to the matter.  

      Given the facts as stated, we consider this matter closed.


      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      It all started with being 2 hours late on my payment for my ******** switch. I was literally 2 hours late, into making the payment, and they called and texted all day. And that right there makes me not want to do business with them. They've called my landlord, they've called my friends, and I'm sure they're about to call my work. They will get their money. Harassing people is not a way to do it. The people at the ********************************** is top tier harassment. They are worse than debt collectors. Infact, I don't think debt collectors call more than those people do.

      Business Response

      Date: 05/20/2025

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

      Rent-A-Center denies any allegations of harassing Mr. ****** Rent-A-Center (RAC) transactions are not financing arrangements or loans. *** purchases the merchandise selected by the customer from the host store and then rents the merchandise to the customer through a terminable agreement that contains the disclosures as required by applicable law. Furthermore, *** offers Payment Protection as part of its Worry-Free Guarantee, allowing customers to voluntarily return an item and later re-rent the same or a similar item while resuming payments from where they left off.

      Despite our efforts to resolve Mr. ******* issues, we are unable to reach a resolution. We encourage Mr. ***** to return our communications should he have further issues.

      Sincerely,

      Rent-A-Center

    • Initial Complaint

      Date:05/13/2025

      Type:Product Issues
      Status:
      Answered
      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 keep money and balances is not accurate..

      Business Response

      Date: 05/13/2025

      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, ****************. As a courtesy, *** 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.

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