ComplaintsforAmerican Rental Home Furnishings

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am complaining about the unprofessionalism in American Rental. As well as I believe that the Manager ******, at the ******* facility in ******** on **************** is very racist and discriminate towards black people. I also believe that she is stealing or hiding money when it comes down to my payments. She once said that whats in her computer isnt in her ******************** so that right there gave me a red flag. I showed her proof of my payments she is still telling me that I am behind which another co worker of hers said that I was not and I have proof of that as well, which makes me believe she is putting my money either into her account or into someone elses account, which means she is stealing. It is also a homosexual there I do not know his name but he is very unprofessional as well. They both seem to be friends and both seem to be in on suspicious activity to me in their workplace, makes them both untrustworthy. They also need basic math and comprehension skills because they continue to not understand how to read and multiply the numbers of my payments that I send them . They cause me stress on top of the stress I am dealing with they both need to either be suspended or fired for the things that I feel that they are doing towards me.

  

  Business response

  08/07/2024

  Thank you for bringing your concerns to our attention. We are genuinely sorry to hear about your experience at our ********, ******* location.American Rental values all customers and does not tolerate any form of discrimination or unprofessional behavior from our staff. We encourage you to visit our office at any time to receive a full rental history, which will include all your payments and can be matched against your bank statements to ensure everything is accurate and transparent. Please be assured that we will thoroughly investigate your claims to ensure a respectful and professional environment for all customers.

  
  While we understand your frustration, we kindly request that discussions remain respectful to all involved to address issues more effectively and maintain a positive environment. If you need any additional help,you can call our store anytime at ************ or our home office at ************.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  have an agreement with american rental for a gaming laptop and we pay our bill every 2 weeks and they call 3 times a week still and even showed up at my home. i take this as harassment. something needs to be done about this. should i file harassment charges against them?

  

  Business response

  05/31/2024

  Thank you for getting in touch and for speaking with me earlier. Following our conversation, I spoke with the store, and we are coordinating to ensure you receive fewer contacts. We appreciate your excellent rental history with us and want to  provide a great experience for you. Moving forward, most of our communications will be via text. We kindly ask on our end that if something comes up just to keep in communication with us so we can notate the account accordingly. Again thank you for reaching out and we hope you have a great weekend!

  Sincerely, 

  American Rental Team

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was late on a payment. I ask the lady if I paid the late fee if she would wait one more day. She responded with No ! I told her I am a good customer. I have bought refrigerator, stove, sectional and bed frames and pd them all off. I just pd the last thing I had off and they called and said I get a month free on anything in the store. I needed a tv . So I got one from them. It's my first payment and I couldn't pay on the date but I ask for one more day. Her answer was No. So after we hung up the phone she had a worker from there named **** who was also angry and said I needed to bring the tv in by noon the next day. Very rude this guy and female accountant she said. I don't understand why ppl let their anger out on customers like that. Yes I made a ***** payment arrangement but my money didn't go in the bank. So I ask for another day. The other American rental I got my refrigerator, stove and sectional from worked with me and very nice ppl. I pd all of it off. I would have got to the box frames and TV from *********** location but they didn't have the size I needed and told me to try the location in *********. I will never use American rental for anything else. Now I am without a tv . I would rate them a zero.

  

  Business response

  04/30/2024

  Dear *******,

  We sincerely apologize for any confusion surrounding the recent miscommunication regarding your TV rental agreement. Following our discussion and understanding your preferences, we've swiftly transferred your agreement to our ***********, ** location. Your satisfaction is our top priority, and we're committed to ensuring a seamless transition for you. Your patience and understanding throughout this process are greatly appreciated, and we look forward to continuing to serve you at our *********** location.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not home at the time the company showed up but was caught on camera they threatened bringing a sheriff out for 2 missed payments. I'm pregnant and it stressed me out. The total for the washer and dryer not including club fees ever week $4394. The company also damaged my wall when they delivered it when I got the washer and dryer. I told the lady when I called after it was delivered but they never did anything about it.

  

  Business response

  01/18/2024

  ******,

   

  Thank you for taking the time to message us and for taking my call earlier. After speaking with the customer involved on the phone we have worked towards a solution. We are truly sorry for any misunderstanding and want to let the customer know that we truly value their business and that there's an open line to myself any time there is a problem.

   

  Thanks,

   

  American Rental Team

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The business called and denied that the man on the porch that came out denied he threatened the sheriff said that he was talking about a chair but clearly he wasn't as u can hear in the video. Said he talked to the manager and the employee and was sorry I felt threatened. 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'm buying a 75" ** an Xbox and a ** stand I got the ** with no legs it's been leaning on stuff for 3 weeks now an still haven't gotten the legs well lastnight the the 8th of December the ** slide an broke the screen I called them the morning of December 9th to let them know what had happen an I was told they couldn't do anything cause I haven't been renting off them long enough why do I pay for the extra for the insurance if they won't replace it. It wouldn't have fallen if I had the legs so I feel like they should replace it

  

  Business response

  12/29/2023

  We're truly sorry for the delay and miscommunication with the ** legs. I have spoken with the store manager, and it appears she and the customer have talked and resolved this issue in person. We do value his business and are open to future dealings. We want to thank him for his patience and understanding.

  Customer response

  01/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/23/23 I received a voice-mail from an employee at my local American Rental, where I rent my dryer from. The voice-mail was concerning some agreement I knew nothing of, so I called them back. Every week I pay online for my dryer payment, but they proceeded to tell me today that my payment has not been received for a month. Not due to my fault, but their 3rd party company that they use and know they have had trouble with in the past. I did not receive 1 single phone call in 4 weeks about my account! Now they want me to pay 4 payments to keep my dryer because of their negligence.

  

  Business response

  10/31/2023

  I hope this message finds you well. You have been a valued customer of ours and we apologize for any inconvenience this may have caused.  We genuinely understand that managing financial commitments can sometimes present challenges, and we're committed to assisting you in finding feasible solutions. After further review, our 3rd party payment processor never received payments from your account and therefore were never withdrawn from your account. However, our manager is dedicated to working closely with you to explore options that could help bring your account up to date while considering your circumstances and ensuring a fair resolution for both parties. Your cooperation and willingness to engage with our manager will not only assist in resolving the payment situation efficiently but also provide an opportunity for us to tailor a plan that suits your needs. By working together, we aim to find an arrangement that is manageable and fair for you. If you have any questions or require further clarification, please don't hesitate to contact me directly, *********************** at ************.. We are here to assist and support you through this process.
  
  Thank you for your attention and understanding.
  
  Best regards,
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Several months ago I enrolled in the Auto Pay program and everything was fine until balance got down to just over ****** from ******* (which of course was 4x the cost of the item retail) then a system glitch (so they claim, but didn't mention until much later, when i asked about the late charges}. Now the company has added several late charges and blaming me for the past due. They made no attempt to fix the glitch and I feel this is attempted fraud because they purposely notified no one of the error. I feel i am not responsible for any late fees incurred for their system glitches. I have filed multiple complaints with various agencies regarding their fraudulent activities and will be sure that the public is made aware of the way they conduct business.

  

  Business response

  10/26/2023

  October 26, 2023
  
  RE: *********************
  
  Dear BBB,
  
  Thank you for bringing this to our attention. I am the Director of Operations for American Rental, and I will be handling this complaint going forward. We have recognized that the late fees incurred were an error and have remedied this by removing all of them. In addition to this, because ************** has been such a great and long-term customer, we have paid off the remainder of his balance on his account. We hope in doing this we can show ************** we value his business and have done our best to make this right for him. We ask if he has any more issues that he reaches out to us at ************.
  
  American Rental
  Operations

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 6 2023 we leased a couch from the *************** store. When we got the couch it had one hole already in it. They said it couldnt be fixed. Within in a week it had another hole in it. They came and fixed that one. At that time we told them that the couch was cheaply made and the threading was loose on most of the seams. Over the next few weeks the couch got another hole and the cushions were already wearing down. Also the corner spot of the sectional was broke cause you would sink into it when sitting. Eventually the first hole they came and fixed came back open and there was another one on top. They came and fixed those 2 holes. Within two weeks the holes came back open. During the course of all this time we tried to get a different couch but every-time my girlfriend went in and said something they said I had to be there. She told them I was not able to come in cause I work long days. Then the manager called and told me to come in before July 6th to get it straightened out. I came in before closing on July 5th and she had done left for vacation a day early. I was told by another employee to wait and make a payment when she got back to figure things out. On the 17th she called me and told me I was 3 payments behind and she had to schedule to pick up the couch. She was rude with me on the phone about the whole situation over the couch. We was going to get another sectional but she told me I had to eat a $800 loss and start a new lease on something else. She refused to work with me on getting anything worked out cause she had to leave by 2 on the 17th. So we just took the couch to them she said there would be no credit on another sectional when I was on the phone with her. I feel like she just didnt want to mess with it or work something out. She just wanted to come pick up the couch and re sale it and leave us with nothing in our home. I feel like I should of been credited for another sectional since things happened beyond our control.

  

  Business response

  07/20/2023

  We are deeply sorry to hear about your negative experience and sincerely apologize for any inconvenience caused. Please know that we take customer feedback seriously and we will do everything in our power to resolve this matter to your satisfaction.  We have investigated your claims and to rectify the situation, our store manager ******************* will personally reach out to you. She will work closely with you to find the best possible resolution. Just in case, here's the store managers number if you do not hear from her within the next 48 hours, ************. Thank you for bringing this to our attention, and we look forward to resolving this matter and restoring your trust in our brand.

  Customer response

  07/21/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *****************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been customers with American Rental a long time, we have gotten familiar with the employees and have grown to have a good relationship with them however our lift bed quit lifting and the legs came loose. They have had our frame since April 18th, 2023 its now June 22,2023. I am 5 months pregnant and the frame we have while we wait for ours to be fixed is not the same quality that our lift bed is on top of that I have asked for updates every 2 weeks when I make a payment. I al getting very upset that my frame has been gone for 3 months almost and still no word on when it will get back to us. I dont know that this is the stores fault but someone has dropped the ball and needs to get our frame to us, we are told that they dont have any replacement frames, why would you sell a frame you cant replace or fix. If this isnt resolved soon we will not be coming back to this business.

  

  Business response

  07/24/2023

  We are deeply sorry to hear about your negative experience and sincerely apologize for any inconvenience caused. Please know that we take customer feedback seriously and we launched a thorough investigation into the matter to understand the root cause of the issue. Our team has been working diligently to replace your item and to prevent similar incidents from happening in the future.
  To rectify the situation and ensure your satisfaction, our store Manager, *********************** will personally reach out to you. If for some reason, you do not hear from him in the next 48 hours, please call the store at ************. Thank you for bringing this to our attention and we look forward to resolving this matter and restoring your trust in American Rental. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were a few days late to paying our bill, even communicated with the store manager regarding this and the fact were where in the hospital with our daughter being born, we were assured everything was okay and good and to pay it the following week. Well it wasnt. They came to our door knocking repeatedly, threatening to call the cops and *** us. We gave them their stuff back. Come to find out that if youre dating one of the employees they will let you get weeks behind and even rent more stuff to you while youre weeks behind. Talk about favoritism.

  Customer response

  05/30/2023

  The corporate number on the website is not in service. Wheres the number that works??

  

  Business response

  07/07/2023

  We apologize for the inconvenience. We deeply regret the misunderstanding and the distress it may have caused. Please contact our District Manager, ****, at ************, so that we can address your concerns and work towards a resolution.

*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. ↩