Complaints

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:09/24/2024

  Type:Service or Repair 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.

  About 4 to 5 months ago I rented a couch and loveseat set from Aarons, they delivered the property and at the end of August I called the store to let them know I am no longer in need of this product and needed them to come and get it. I was told that right now they did not have the means to pick up and I asked the man (started with a M) to call me and let me know when this could be picked up. Each week since I have called the store and asked for a update and each time told the same answer, they do not have enough employees to leave the store for a pick up. This last Saturday 9/21 I called the store again talking to the same man asking about a update, he was obviously annoyed and told me the same thing. I then proceeded to ask more questions as if he knew when this would be different as I was storing the couch set in my garage. The more questions I asked the shorter his responses were with maam I have already told you we do not have the ability to pick that up and I dont know when that will change. I asked if he could have another store come and pick it up, he stated that he could check with another store but he was already busy with other things. I asked if this was going to be a couple month thing or if that would change before then so I could plan for winter, I didnt want any mice getting into the couch and ruining it. He then told me that it hasnt been a couple months, and the property is not in his possession so if they do its on me. I responded with how is that when I am asking you to come and get it? He then told me that the pick up is done as a courtesy and he will no longer offer that service to me, if I wanted to return the set I would need to bring it back myself. I just want the couches picked up! **************** is definitly lacking here. If you are not making deliveries or pickups how are you doing business????This is my third attempt to contact someone reguarding this issue.

  Customer Answer

  Date: 10/01/2024

  I resolved this directly with the company. 
  
  Thank you - 
  ****** *******

• Initial Complaint

  Date:09/11/2023

  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.

  I started this purchase on 9/26/2022. I have been paying $115.48 each month. My lease agreement number is #10404.
  
  The first week of August I called my local Aarons and told them my washer was acting strange and the spin cycle was not working all the time. Two technicians did come out and said that they would need to send a repair man out to service the washer. I waited a week and heard nothing from Aarons. I called the store and spoke with their GM Martin and he said he would contact the repair man to get him out to my home. I waited another week and heard nothing so I called Aarons again and spoke to Martin. He said he would get the repair man out here. I waited another week with nothing from Aarons. I called again and spoke with Martin again and he once again told me he would call the repair man.
  
  Today (9/11/2023), almost a month later we needed to do laundry and my daughter was doing a small load and it flooded my entire basement. I have a video showing that it is coming from the washer. I called Aarons and spoke to Martin again and he was very unsympathetic to the situation and basically blew me off and said he would try to call the repair man again. I have a Regional Manager from Aarons calling me tomorrow, but because of the neglect on Aarons part I am now going to have to tear up a huge section of carpet and padding and replace it. If the repair guy was able to get here a month ago this would not have happened.
  
  I am submitting this because Aarons has a Service Warranty and it was not honored by Aarons, and the lack of urgency is now going to cost me time and money. I have purchased items from them before, but this is the first time I am having this issue and unprofessionalism. I would like to get my money back from my purchase because this is not acceptable from an establishment in my opinion

  Business Response

  Date: 09/22/2023

  We appreciate the opportunity to address and respond to Mr. Probert via this platform.  He is correct, a service issue should not take that long to sort out.  We have been in communication with Robert and apologize for this, as regardless of the 3rd part service provider it is a reflection on us and does not outwardly express our appreciation for his continued business.  To date, we have provided a 'loaner' unit for the Robert family to use and removed the defective unit from the home.  In the meantime we will work through the 3rd party servicer (local) with the manufacturer to replace the unit.  We have assured Mr. Probert that even if the manufacturer declines replacement we are happy to do so under the commitment we carry while payments are being made on it.  Once we have a final answer from them we will contact him again for the next steps.  Thank you again.