Alexis Douglas
6 months ago
I have been a reliable Rent-A-Center customer with a strong payment history and a record of fulfilling agreements early. My experience with the Linden Avenue location demonstrated repeated failures in professionalism, transparency, and delivery accountability.
After submitting a service request under the Benefits Plus/Liability Damage Waiver protection plan, I was assured more than once that any repair or replacement would continue under my original payoff terms. Instead, I was presented with a new agreement totaling $1,064.84 without proper disclosure or explanation. This was nearly seven times the remaining balance of $153 that I was prepared to pay to complete ownership.
Throughout this process, it felt as though store-level management expected a direct phone call and an emotional response that could be used as leverage, rather than focusing on resolving the issue transparently. I made a deliberate choice to avoid phone-based confrontation and instead escalated through formal channels to protect my peace and ensure accountability through proper documentation.
When delivery issues first arose, including delayed follow-through and inaccurate claims about voicemail outreach, I handled the situation appropriately and professionally by relying on written complaints and formal escalation rather than engaging emotionally. It became clear that the store and district leadership expected me to respond emotionally when frustrated, but that is not how I operate, nor is it how I am trained to resolve matters. I am a human being, but I am not conditioned or trained to respond to business disputes emotionally. My approach has always been to address issues through proper channels, remain factual, maintain professionalism, and seek resolution based on the terms of the contract — nothing more, nothing less.
A key example of the breakdown in store execution occurred when a replacement delivery was scheduled for my 65-inch LG television. When a representative arrived to perform what was described as a “re-delivery” or swap, the individual did not knock, announce arrival, or follow basic delivery procedure. Had I not checked the door on my own, I would not have known they were there. That moment reinforced my lack of confidence in this store’s operational standards and communication integrity.
Corporate eventually intervened, corrected the agreement to reflect the accurate payoff balance of $153, scheduled a dryer replacement through a neutral manager from another location, and issued a formal apology. I appreciate the correction, but it should not have required escalation outside the store to enforce transparency and service fulfillment.
My only objective has ever been reasonable: to complete ownership of the items I pay for under the original contract terms, with the expectation that merchandise functions properly and agreements are honored without misinformation, deflection, or personal excuses.
I originally intended to continue doing business and invest significantly more into additional products. This experience eroded my confidence in the Linden Avenue location. I will now explore alternative providers for future purchases.
I strongly encourage Rent-A-Center corporate leadership, compliance, and customer advocacy teams to enforce continued improvements in agreement disclosure, delivery professionalism, contract integrity, and service accountability so that no other customer experiences the same breakdown in communication or improper agreement handling.
