Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

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:03/04/2025

  Type:Billing 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.

  Account was sent to collections after a computer system error, settlement was paid on and leftover amount was 166 and change. Amount sent to collections over $1000, settlement offer from collection agency is over 800. No itemized list has been provided

  

  Business Response

  Date: 03/06/2025

  We confirm ******** is the company associated with this complaint. Ms. ******** may contact them with any questions or requests at ************. 
  

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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.

  Acima overcharged me on 2/27/25 in the amount of $142.32 I was only suppose to be charged $71.19 Ive been trying to reach the resolution department for 5 days straight no answer I dont want Acima to overcharge me again on 3/7/25 I should only have to pay $71.19 not $143.00

  

  Business Response

  Date: 03/06/2025

  We have contacted Ms. ******* ********** and reached a resolution to the complaint. As such, we consider this complaint closed. Ms. ********** may contact us at ************** with any additional questions. 

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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 went through this company to purchase a mattress.The initial payment was 1.06. First Payment. Was February 28th I made a payment on February 24th. It cleared my bank February 25th. Even though it showed on Asima's end that the payment was made prior to the 28th, they initiated another payment. At 3 0 6 65 to my account. Which made an overdraft in my account. I spoke to them prior too about the issue and was told by 3 separate people on 3 separate phone calls that they can't make any adjustments in the In the system there was no way to change anything. Because I need payment through my checking account. Not my debit card. It takes 7 to 10 days which is fine, but it cleared. It was a early payment and it cleared my account. On the 25th, made them aware of that they still wouldn't budge. No, but they were not authorized to make another payment for my account.Which they did so I closed everything up.Change my cards.And all I want to do is pay them by cashier's check.They will not touch my account again. They were very uncooperative about having me. Make 2 payments in one month. I wouldn't have done that, and they processed a second payment for February 28th, which I've already paid on February 24th again and it gone through and March 4th, so I'm disputing it with my bank and I'm letting better business. Be aware of the fraud. In my eyes. I would just like to pay ithrough cash's.Check and overnight it to them the full balance. Had unknown this company was like that. I would have never gone through with them. And the store asked if furniture didn't give me enough information on it. When I asked shame on me. But I'm thinking 2 payments in one month is not right. The payment again for February 24th I made. What's for February's payment? That payment, they took out on their own. For February 28th payment wand authorized, that is not right.I need some help

  

  Business Response

  Date: 03/10/2025

  Acima Leasing (hereinafter “we,” “us,” “our” and “Acima”) received the complaint filed by Ms. ***** ******** through the Better Business Bureau on March 4, 2025.  
  Pursuant to our records, the one-time payment Ms. ******** made on February 24, 2025, was still processing as of February 27, 2025. Acima Leasing’s systems begin processing rent payments the day prior to their due date, to ensure they can be sent on the due date. As the one-time payment was still processing on February 27, 2025,  it did not prepay the automatic payment that was due February 28, 2025. As such, the automatic rent payment was attempted pursuant to the rental-purchase agreement (the “Agreement”) terms. We note the automatic payment failed, and the rent payment was not collected. We note Ms. ******** granted authorization for automatic rent payments upon signing the Agreement, and as of today’s writing she has not revoked this authorization.  
  Ms. ******** claims “they will not touch my account again.” If Ms. ******** would no longer like to make payments automatically, we encourage her to contact our customer service department at (801) 297-1982 and let us know. We will immediately cease attempting automatic payments upon request.  
  We encourage Ms. ******** to contact our customer service department at the number indicated above with further questions, to turn off automatic payments, or to utilize a purchase option. 
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing 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 am writing to formally submit a complaint against Acima Leasing regarding an alleged debt that I have no knowledge of. This complaint follows my previous case against **********************, which was assigned ID ******** on March 1, 2025 and is now closed.The collection firm assigned to my case has claimed that I owe a debt to Acima Leasing. However, I have no recollection of opening an account with your firm and believe this debt does not belong to me. Under the Fair Debt Collection Practices Act (FDCPA), I am entitled to dispute any debt I do not recognize, and I hereby request that all communications and collection action regarding this alleged debt be discontinued immediately!Furthermore, I would like to bring to your attention that the collection firm (*****************) you hired has behaved poorly by threatening me and hanging up the phone multiple times during our conversations. Such conduct is not only unprofessional but also violates the FDCPA.Additionally, I ask that you close my file concerning this matter. I also request that no adverse actions be taken against my credit reports with any credit bureaus related to this dispute, as it could have a significant and unjust impact on my credit standing.Thank you for your attention to this matter. I trust you will handle my complaint in accordance with the applicable laws and regulations.

  

  Business Response

  Date: 03/06/2025

  Acima Leasing no longer owns the lease associated with Ms. ********* *********** information. For any payment arrangements or further information, please contact **************************** directly at **************. 

• Initial Complaint

  Date:03/03/2025

  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 received receipt in December of 2024 showing that pay off was $266.43. I called Acima to make the payment. The *** said it was set up. In first week of January I noticed it had never been withdrawn from my account. I called back. Spend 40 minutes arguing with the man ( said name was ***) about the pay off amount. He said he took care of it. I waited 2 more weeks still no payment withdrawn, so I called back again. The lady in "resolution" department said there were no notes from any of my previous calls. She also said she could see I had paid on the lease the whole time w/o issues. So she said she set up payment to come out of checking in 3-10 days. She also instructed me to call after it had cleared my checking account for a "soft close". I tried calling numerous times and was left on hold repeatedly for greater than 40 minutes before hanging up. The day after phone call the *** hit my checking account. I had not transferred the money to cover it yet, so it returned. I called Acima immediately to make payment. That one went fine. Then I started receiving emails that my account was 40 and 50 days late. I called and the male CSR ( refuses to give name) told me I had not paid it off and I still owed money!! Sent me back to the resolution department where I was on hold for 47 minutes before hanging up and calling back. I was once again sent to resolution department to remain on hold for 52 minutes before hanging up. Seems like the resolution department has a very high call volume. Which indicates major problems with company. I want my account closed, marked paid in full and my credit record to reflect No lates and paid in full.

  

  Business Response

  Date: 03/06/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Ms. ****** ******* through the Better Business Bureau (the BBB) on March 3, 2025. We investigated her complaint and prepared the following response. 
  
  Ms. ******* claims that they had authorized a payment to purchase their lease, and the payment was never withdrawn. Upon investigation, we found that the payment confirmation Ms. ******* received via email showed the current purchase amount as of December 10, 2024. This amount is the $266.43 before tax that is referred to in the body of Ms. ******** complaint. This amount given was an Early Purchase Options (EPO). In this case, it is a lump-sum payment of 65% of the remaining rent renewal payments. Please note, the purchase amount changes, as rental-renewal payments become due during the lease term, the proportion of the remaining rent renewal payments subject to the second EPO decreases, as the due payments are excluded. This option is still available to Ms. ******* and will be until the last rent-renewal payment is due.   
   
  
  Ms. ******* called Acima Leasing on January 10, 2025, to discuss her purchase option, after a regularly scheduled rent renewal payment of $438.61 after tax was attempted. There is no prior call made by the phone number provided by Ms. ******* to Acima Leasing. Afterwards, Ms. ******* submitted a one-time payment on February 24, 2025, which did not purchase the lease. We confirm as well that we have provided a link to the customer portal to Ms. ******* on multiple occasions, which provided Ms. ******* the ability to purchase her lease and make additional payments. As of todays writing, Ms. ******* has a EPO purchase amount of $171.46 before tax.  
  
  Ms. ******** desired resolution is [her lease] closed, marked paid in full and [her] credit record to reflect No lates and paid in full. Ms. ******** has not met a purchase amount to satisfy her lease, we cannot grant this request. Additionally, we confirm that we are not reporting for Ms. ******** lease to any major credit bureau. Should Ms. ******* have further questions, she is welcome to contact us by phone at **************. 

• Initial Complaint

  Date:03/03/2025

  Type:Order 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 am not liable for this debt with ACIMA DIGITAL FKA SIMP. I do not have a contract with ACIMA DIGITAL FKA SIMP. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 03/05/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ***** ********* through the Better Business Bureau on March 1, 2025. We reviewed his complaint and provide the following response.  
  
  Mr. ********* claims he is not liable for this debt and requests the removal of our reporting. We confirm Mr. ********* utilized a purchase option on August 4, 2023, had has no payment obligations to Acima Leasing. Moreover, we confirm we are not reporting Mr. ********** lease to the credit bureaus.  
   
  As Mr. ********** desired resolution is already granted, we consider this complaint closed. If Mr. ********* wishes to view a copy of his rental-purchase agreement, he can log into the customer portal located at *****************************************. He may also contact our customer service department at ************** with further questions.  

• Initial Complaint

  Date:03/02/2025

  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.

  In February 2024, I went to ***** Furniture to get furniture for my new apartment. I ended up using Acima for my purchase. I was approved for $4000. What I purchased totaled $1600. I was lead to believe that by making biweekly payments, I would be paying off the purchase amount. I've been making payments over a year and it says that I still owe over $2000. How am I paying almost $5000 for $1600 worth of furniture?!!!

  

  Business Response

  Date: 03/04/2025

  On February 21, 2024, Ms. *********** entered an independent third-party retailer – ***** Discount Furniture (the “Retailer”) – in Poughkeepsie, New York. While with the Retailer, she applied and was approved for our leasing service. On that same date, she selected furniture (the “Property”), and we sent Ms. *********** a link to the rental-purchase agreement (the “Agreement”) via SMS text message to her phone. Ms. *********** electronically entered the Agreement on her own device, certifying that she read and agreed to its terms and conditions. Further, prior to being presented with the Agreement, Ms. *********** was provided, again on her own device, a lease summary screen that provides all the salient pricing terms of the Agreement including the maximum cost to own, early purchase options, the short-term renewal payment frequency, and other important information. We confirm that Acima Leasing conducted due diligence by providing all pertinent information including a full copy of the Agreement prior to allowing Ms. *********** to sign. Moreover, Ms. *********** was required to scroll to the bottom of the Agreement before signing, providing her the opportunity to review its provisions in full.   
  
  Pursuant to the Agreement, to obtain ownership of the Property Ms. *********** could elect to make 52 bi-weekly renewal payments of $91.08 before tax, plus an initial rent payment of $50.00 before tax, for a total of $4,785.71 (the “Total of Payments”) before tax. Alternatively, she could execute an early purchase option or terminate as outlined within the Agreement.   
  
  As we confirm the leasing costs were presented to Ms. *********** prior to being able to sign the Agreement and that we conducted our due diligence, we consider this complaint closed. For further questions Ms. *********** may contact customer service, by calling (801) 297-1982. 

• Initial Complaint

  Date:03/02/2025

  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 went in to Rooms TO Go in April 2024 looking to purchase furniture. Found the furniture and got approved through Acima Leasing. The furniture totaled @ $*****. Before signing I asked the Acima Representative that was handling my contract if the payments were going towards the pay off of the furniture. She was like yes. I made every single payment on time ($170-bi weekly) totaling *****. I called in in February when I got my taxes for the pay off of the furniture. She informed me the pay off was 1995 plus taxes. I then questioned this amount and was told that over 75% of my payments were going towards leasing/renting fees. Basically I was just paying to rent the furniture and not actually paying of off like I had been told from the beginning. I asked for a break down or ledger of the payments so I could see what was being paid towards what when I made all these payments. I could not be provided one. Just kept being told that everything was online (but yet I signed the contract IN STORE). I was misled and had not been told upfront about additional fees as well as how much (percentage) of my payments was actually going towards the furniture. Called the next day and paid off the furniture because at this point this is highway robbery and I'd already signed the contract as well as making almost 2700 in payments. Had I know or been more honest with upfront I'd never would've signed that contract. I literally have paid ***** for some furniture that was only worth *****. When I called in to talk to customer service about this the *** said that they will tell a person anything in store for you purchase/sign. This should not be allowed. All fees, facts, payments, hidden fees, & everything should be disclosed upfront to customers such as myself.

  

  Business Response

  Date: 03/04/2025

  On April 29, 2024, Ms. ***** entered an independent third-party retailer Rooms To Go (the Retailer) in ****************, **************. While with the Retailer, she applied and was approved for our leasing service. On that same date, she selected furniture (the Property), and we sent Ms. ***** a link to the rental-purchase agreement (the Agreement) via SMS text message to her phone. Ms. ***** electronically entered the Agreement on her own device, certifying that she read and agreed to its terms and conditions. Further, prior to being presented with the Agreement, Ms. ***** was provided, again on her own device, a lease summary screen that provides all the salient pricing terms of the Agreement including the maximum cost to own, early purchase options, the short-term renewal payment frequency, and other important information. We confirm that Acima Leasing conducted due diligence by providing all pertinent information including a full copy of the Agreement prior to allowing Ms. ***** to sign. Moreover, Ms. ***** was required to scroll to the bottom of the Agreement before signing, providing her the opportunity to review its provisions in full.  
  
  Ms. ***** requests further clarification regarding her payment history. We have sent Ms. ***** a full transaction history directly. We note this information is available by logging into ************************************************;
  
  As we confirm the leasing costs were presented to Ms. ***** prior to being able to sign the Agreement and that we conducted our due diligence, we consider this complaint closed. For further questions Ms. ***** may contact customer service, by calling **************. 

• Initial Complaint

  Date:03/01/2025

  Type:Product 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.

  My lease was for $2245. I paid a total of $2,609.77. Which means I overpaid $364.77. I’ve called and spoke with two reps who stated they were unauthorized to do the refund since no supervisors were in office. I want my refund

  

  Business Response

  Date: 03/04/2025

  Ms. ***** alleges she has overpaid. This is not true. We confirm Ms. ***** paid $2,245.00 in rent, plus tax, and applicable past-due fees disclosed in the lease-purchase agreement. We encourage Ms. ***** to review her bank history against her payment history on our customer portal at customer.acima.com. 
  
  If Ms. ***** has further questions or concerns, she may contact our customer service department at ***** ********. 

• Initial Complaint

  Date:02/27/2025

  Type:Billing 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.

  In December I purchased a couch from ****** and was promised 12 month financing on an $1800 couch. When I now look at my loan terms its a rent to own through Acima and the couch is going to cost me over $5,000 which isnt what I had originally agreed to.

  

  Business Response

  Date: 03/05/2025

  Acima Leasing received the complaint filed by Ms. ******* ****** through the Better Business Bureau on February 27, 2025. As a courtesy to our customers, we offer two Early Purchase Options (EPOs); each of which reduces the cost of ownership and terminates the rental-purchase agreement (the Agreement) earlier than the rental period contained within. The first EPO is a 90-day EPO wherein Ms. ****** may obtain ownership for less than the total of payments. The 90-day EPO expires on March 10, 2025, after which the lease will continue for the agreed-upon terms. The second EPO stipulates that Ms. ****** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining rent renewal payments. This option is available to Ms. ****** and will be until the end of the lease rental period. We note these terms and conditions were fully provided to Ms. ****** prior to her signing the Agreement, and her first EPO is still available to her.  
  
  Ms. ****** requests no further contact by the business. As such, we have placed a do-not-contact order on her lease upon receipt of this complaint. She will not receive further communications from Acima Leasing.  
   
  We encourage Ms. ****** to contact our customer service department at ************** with further questions, or to utilize a purchase option.