Kenny S.

So, I was in dire need of a washer/dryer combo. Like most people, I didn't have the available cash to make a direct purchase from Lowe's or Home Depot.

I usually shy away from RTOs, but this was an emergency, since our set went out and we had piles of clothes as high as Everest. After searching, we decided to go with Aaron's.

We started our agreement online, paying the twenty-five dollar down payment. We picked a really nice GE set, but Aaron's didn't have the items in-store. We got a call that offered us an in-store set, but were told to come in and view the set to see if it's what we wanted. It was not, and we opted for the set we applied for online.

They drew up our agreement and told us it would be delivered in three days, and it was. No problems there. Payments were set up for the third of each month. But since the third was on Sunday, we knew it would be drafted on the soonest business date: Friday, March 1st.

I called the store to make a payment. My bill was $263--up $131 from the $142 on the in-store agreement. When I questioned the amount, the rep said it was because I had ordered TWO washer/dryer sets.

WHAT?! Who needs two washers and dryers? Aaron's was trying to bill me for the set I ordered online, also, as well as the in-store set. We got that square. The store rep then took my payment. I was happy; my bill was paid. I decided to check my balance to see what I had left, only to learn I'd made a double payment. I called Aaron's back immediately, alerted them of the discrepancy, and requested a refund of the overpayment.

I was told that the payment had been stopped and that the money would be refunded to my card, but it may be a few days. However, after the first few days, I still hadn't seen the money, so I called the store, but the store told me to call the bank. The bank said that only Aaron's would have the ETA, so I needed to check with them again.

When I called Aaron's, I was given an ETA of 7-10 business days. On the seventh day, I contacted corporate to see what could be done. At first, the corporate rep was helpful and told me to contact the store to see if they submitted a refund request. I called, but was told there was nothing on file. The store rep said they would "get right on it."

They did not.

After ten days, I contacted corporate again and somehow got the same rep. Only THIS time, instead of help, I got attitude. I called the store and told the store rep I still hadn't received the money. The store rep advised me that she would run it by her "manager" and he would call me back.

I'm still waiting...

The bank said that if Aaron's refuses to fix the problem, come to the nearest branch and they will start a payment dispute to recover the funds from Aaron's. I'm going tomorrow.

Only one more thing: Aaron's on North Main in High Point, NC has terrible customer service. Aaron's, itself, is a good RTO, and I have no complaints about the company overall. But that location's customer service has gone WAAAAAAAAAAAY downhill.