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:02/27/2025

  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.

  I made a purchase in November of 2024. My husband unfortunately lost his job soon after and we had some financial difficulties. I would make my payments at once rather than biweekly because we were only living on my income. I believe my payment was 2 weeks late and the company sent someone to knock on my door aggressively demanding payment as if I had disappeared. No attempts to reach me over the phone, they just showed up to my house. Again today 2/27 they showed up to my house even though I made a payment a week ago. I decided to pay off the balance of the account and saw they had added hundreds of dollars of fees to my account and when I requested their assistance, they refused. These are extremely predatory behaviors and have cost my family undue hardship during a time of difficulty which I had already call and explained to them as well as emotional distress from coming to my door and being aggressive / banging on the door and stalking us waiting to come out while Im home alone with my children.

  

  Business Response

  Date: 02/28/2025

  We have reviewed Ms. ******* claims and confirm that we have acted appropriately in our communications with her. We confirm that we do not engage in behavior such as stalking, and are allowed to contact Ms. ****** inform and request payment for past due rent renewal amounts. We note that Ms. ****** did not at anytime request a cessation of communication attempts. 
  
  As we have investigated, we confirm Ms. ******* lease is purchased and closed, we also consider this complaint closed. Ms. ****** may contact us at ************** for further information. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22998388
  
  I am rejecting this response because:

  I very clearly requested a stop and expressed distressed when I contacted ACIMA the first time after someone showed up banging at my door.  My phone call was recorded and can be heard in the playback of that communication call when I had set up a payment plan and displayed willingness to attempt to work together to resolve the issue and fulfill my obligation.  As I said, this company uses unprecedented behaviors for a two week delay that incited fear in myself and my children and was further financially hindered by these predatory fees. 

  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22998388
  
  I am rejecting this response because:

  I very clearly requested a stop and expressed distressed when I contacted ACIMA the first time after someone showed up banging at my door.  My phone call was recorded and can be heard in the playback of that communication call when I had set up a payment plan and displayed willingness to attempt to work together to resolve the issue and fulfill my obligation.  As I said, this company uses unprecedented behaviors for a two week delay that incited fear in myself and my children and was further financially hindered by these predatory fees. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/25/2025

  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.

  I was told last month in ******* 2025 by a representative of Acima That I needed to turn on my auto pay in order for them to receive my payment and may not be late. And when I did that the guy promised me that they would turn off my auto pay. I found out this morning. Now in February I woke up to make a $200 payment to them and I also found out they had withdrawn $458. I spoke to two different people first representative. First ********** said within three to seven business days that would reimburse me back. Second ********** said no because he charged me taxes so because they charged me taxes they were going to keep the money. So now I'm disputing it with my bank. I'm a salesperson. I only get paid once a month and they took my money for groceries and then some they said I authorized it and I said absolutely not. They never turned off my auto pay and I didn't understand why the representative back in ******* said I needed to turn it on in order for them to receive my payment. I feel like this is a scam. This is how they get people and this is inappropriate and not okay and to not be willing to give me back my payment even when I'm on the phone with them. $458 payment is inappropriate, observe and insanity

  

  Business Response

  Date: 02/26/2025

  We have taken resolving action and granted Ms. ****** her desired resolution. For further information regarding this, she may contact customer service at **************.

  Customer Answer

  Date: 02/27/2025

   
  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:02/25/2025

  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.

  Very upset that I got charged a ***** return fee . When I made a payment I did intend on paying the fee as I was told it could be waived I thought I was paying ahead of time only to find out it included fees. When calling the customer service number I was told nothing can be done

  

  Business Response

  Date: 02/26/2025

  We confirm this complaint is not a result of an error or wrongdoing on Acima Leasings part. Ms. Field accurately incurred two NSF fees pursuant to her lease-purchase agreement and she paid these on our customer portal. Nonetheless, we request Ms. Field contact our customer service department at ************** to discuss the steps we took to resolve this matter. 

• Initial Complaint

  Date:02/21/2025

  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.

  Needed a set of tires in July 2024. Big O' informed me they only worked with Acima. I was in a rough spot at the time, so I figured I would just take the almost $1,200 "lease" on my tires. $1,500 into payments, I'm thinking, "Okay, we should be about settled. Let's check this out." Needless to say, I was pretty startled to see that I still owe almost $1,200. What?! I'm not driving a race car. My tires should not cost more than my car does at this point. Tell me in what world is it okay to charge 140% interest on a $1,100-ish lease? Very predatory. Probably getting away with it more than anyone is aware.

  

  Business Response

  Date: 02/26/2025

  Acima Leasing offers lease-to-own services wherein customers may be approved to select property from retailers valued at up to a specific amount. Acima Leasing then purchases the property directly from the retailers on behalf of our customers, and customers enter into rental-purchase agreements wherein they agree to make lease payments to Acima Leasing until they either purchase the property or terminate the rental-purchase agreement. Customers may purchase the property or terminate the lease-purchase agreement at any time during the lease period by exercising a purchase option or following the termination instructions contained within the rental-purchase agreement. We confirm that the rental-purchase agreement does not contain interest. 
  
  On July 26, 2024, Mr. ******* entered an independent third-party retailer – Big O Tires (the “Retailer”) – located in Lebanon, Indiana. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. ******* selected tires (the “Property”). Acima Leasing purchased the Property, and Mr. ******* electronically entered into a rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property Mr. ******* could elect to make 26 biweekly rent renewal payments of $99.94 before tax, plus an initial rent payment of $25.00 before tax, for a total of $2,624.96 (the “Total of Payments”) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.  We note that it was due to Acima Leasing’s services that Mr. ******* was able to immediately utilize the Property.  
  
  The Total of Payments was set at the initiation of the Agreement, and did not change throughout the course of his Agreement. Mr. ******* is not obligated to pay the Total of Payments, as we offered two Early-Purchase Options, and provide an option to cancel the lease. As of today’s writing, Mr. ******* has not utilized either of these options.  
  
  Finally, we confirm Mr. ******* is not owed a refund. He has made rent payments in accordance with the Agreement he elected to enter into. He elected to keep the Property, elected to make rent payments for it, and has not utilized an Early-Purchase Option as of today’s writing. We find it unfortunate that Mr. ******* is dissatisfied with the Agreement he elected to enter into.  For further questions Mr. ******* may call Customer Service at ###-###-####. 
  

• Initial Complaint

  Date:02/21/2025

  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 got notification of a $49.95 charge From Acima. I've never heard from the company Acima before. Not only that, there was another charge from Acima a week ago as well!! I want my money back.

  

  Business Response

  Date: 02/26/2025

  
  Ms. ********** Del *** alleges bank fraud. We conducted a preliminary investigation into Ms. **** fraud allegation. Acima takes fraud allegations very seriously. If Ms. *** still believe's the payment information on file is unauthorized, we ask that she provide us with a full copy of your bank statement. For clarity, this means Ms. **** bank statement will need to include her full name, last 4 digits of the bank account/card number, and reflect each transaction processed from Acima that was unauthorized. Alternatively, she may provide us with a full copy of a police report that includes full details of your banking information. We ask that she send the necessary documentation to ****************************** or to this BBB complaint. Upon review and verification, we will refund all associated payments. 
  
  Ms. *** may contact Acima Leasings customer service at ************** with any additional questions.   

• Initial Complaint

  Date:02/20/2025

  Type:Customer Service 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 a customer paying for rims that I purchased, however I was late back in July 2024 and I set up a catch plan in Sept until Oct and now here we are again for 4 late payments that are equal to $500 which makes no sense. I have spoke to 3 different ladies, my balance on the account is reported at $417, which I now set up another catch up plan which will total $450, so when I called they said my balance is at $753 which includes the late fees of $500. Now please make it make sense, the way they have coached their employees to avoid a question by asking a question is wild. So now here I am asking the BBB to please help me understand where late fees are $500 and to please ask them to keep the website updated as that is false information.

  

  Business Response

  Date: 02/21/2025

  Mr. ***** did not purchase the referenced rims. Acima Leasing purchased rims and Mr. ***** entered a rental-purchase agreement with Acima Leasing.  

  Mr. ***** expresses confusion surrounding his balance. To clarify, as of todays writing Mr. ****** past-due rent is $59.54 before tax and his past due fees total $403.00 before tax. Mr. ****** current purchase price, including past-due rent and fees, is $694.72 before tax. Separately and upon receipt of this complaint, we mailed Mr. ***** a Statement of Payments to the address on file. We hope this statement helps Mr. ****** understanding of his payment history. For further requests, he may contact our customer service department at **************.

• Initial Complaint

  Date:02/19/2025

  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.

  They are charging invalid fees on my account and will not help resolve issue.

  

  Business Response

  Date: 02/21/2025

  We reviewed Ms. ************ payment history and confirm she has accurately incurred fees pursuant to paragraph 4 of her rental-purchase agreement (Agreement), titled Other Charges. We encourage Ms. ********** to review her payment history on our customer portal at acima.com. Further, Ms. ********** has exercised her right to terminate the Agreement by returning the lease property in accordance with our instructions. If Ms. ********** has further questions or concerns regarding her return, she may contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 02/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  They tell me items are not returnable after i already paid 800 and  want to fonate tires to nonprofit organizations after i was told i could return them if i decided to stop rental on them.
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 02/27/2025

  We confirm Ms. ********** may terminate the Agreement by returning the lease property in accordance with our instructions. Ms. ********** has further questions or concerns regarding her return, she may contact our customer service department at ###-###-####.

• Initial Complaint

  Date:02/18/2025

  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 lieu of The Fair Credit Reporting Act, I am disputing a closed account on my ********************** report as there is inaccurate information being reported. Despite my efforts to resolve this issue directly with the creditor, the account remains improperly listed, which is negatively affecting my credit score.

  

  Business Response

  Date: 02/21/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ******* ***** on February 18, 2025. 
  Mr. ***** alleges that our reporting of his lease as a debt is inaccurate. While Mr. ***** does not state what information is inaccurate, we investigated our reporting and confirmed that his lease history is reported correctly. If Mr. ***** believes this information to be inaccurate, we encourage him to email us at ********************************************************* and detail the specific information he believes to be inaccurate. Upon receipt of any dispute of our reporting, Acima conducts a thorough investigation and updates our reporting if necessary. We are responsible for providing correct and accurate information to the credit bureaus, and to immediately update any information that is discovered to be inaccurate. We show Mr. ***** lease currently has a past due amount of $2271.92 before tax and has been delinquent for 1671 days. 
  Should Mr. ***** have further inquiry regarding the matter, he is welcome to contact our customer service department at **************. 
  
  

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22958402
  
  I am rejecting this response because: This lender/creditor has written the account off as a loss, and the account is closed to future charges, therefore I demand the account be removed from my credit report
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/25/2025

  Acima Leasing (hereinafter we, us, our) received the rejection to the complaint filed by Mr. ******* ***** on February 18, 2025. We have investigated and prepared the following response. Please note, we will only address new allegations, not previously addressed in our earlier response. 
  Mr. ***** alleges the lender/creditor has written the account off as a loss...therefore, I demand the account be removed from my credit report. For clarification, the charge-off status does not constitute a cancellation of Mr. ****** rent payment obligations. Acima Leasing has not canceled, discharged or forgiven Mr. ****** lease and they are still responsible for the past due balance. Mr. ***** may contact Acima Leasing to remediate their past due rent balance. We confirm that reporting is accurate for Mr. ****** lease. 
  As we have fully addressed Mr. ****** complaint, we consider this complaint closed. Mr. ***** may contact our customer service department at ************** with any questions. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22958402
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/18/2025

  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 SIMPLE, I do not have a contract with ACIMA DIGITAL FKA SIMPLE, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 02/19/2025

  Mrs. ******* ******* claims [she is] not liable for this debt. She does not provide further explanation as to why she believes she is not liable for this lease. If Mrs. ******* is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact it is a fraudulent lease, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting.  
  
  Mrs. ******* claims we did not provide her with the original contract as she requested. We reviewed Mrs. ******* lease and we do not have a record of her requesting the original Agreement. We confirm the Agreement is accessible by logging into our customer portal at ************************************************;

• Initial Complaint

  Date:02/13/2025

  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 bought a washer and dryer from a company that has scratch or dented appliances. I did it on credit and was asked to pick a date that I was comfortable with to have the payments remove from my bank account on that particular date. I was also told if I could have it paid off by a certain date, I wouldn't be charged interest. Well, that wasn't the case. The payment was actually taken out of my account on the 1st of the month and also the 15th. The 15th was the day I chose but unbeknownst to me, the 1st and the 15th of the month too! I never heard of a company taking 2 payments a month. Also, I wasn't told the payment if you pay it off before the deadline is more than the original total, or if you don't pay it off before the deadline, it goes up $2000 more

  

  Business Response

  Date: 02/18/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* **** on February 10, 2025, through the Better Business Bureau. We investigated his complaint and provided the following response.   
  
  On October 12, 2024, Ms. **** entered an independent third-party retailer – M&Y Home Appliances (the “Retailer”) – located in Murrieta, California. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. **** selected leasable merchandise (the “Property”). Acima Leasing purchased the Property, and Ms. **** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property, Ms. **** could elect to make 24 twice-monthly renewal payments of $131.25 before tax, plus an initial rent payment of $25.00 before tax, for a total of $3,150 (the “Total of Payments”) before tax. Alternatively, she could execute any other early purchase option or terminate as outlined within the Agreement. 
  
  Ms. **** alleges Acima Leasing did not make her aware of the payment schedule. We confirm that in order to sign the Agreement, Ms. **** had to check boxes upon the time of application to advance prior to signing. Additionally, we show that we sent a link to the customer portal, where Ms. **** may review her lease details at any time. Additionally, Acima Leasing transactions are not financing, loans, or credit arrangements. 
  
  Ms. **** states that she was unaware of the purchase terms as well.  Pursuant to the Agreement, Acima Leasing offers two Early Purchase Options (“EPO”); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the rental period contained. The first EPO and the only EPO discussed in Ms. ****’ complaint is a 90-day EPO where a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the disclosed purchase amount. Ms. **** had a 90-day EPO purchase amount of $1,400.00 before tax which Ms. **** executed on December 18, 2024. Should Ms. **** have not met that deadline, her lease would have continued for the agreed-upon terms. 
  
  Ms. **** does not state a desired resolution. We confirm all information is accurate and was provided to Ms. **** prior to signing the Agreement. Should Ms. **** have further questions, she is welcome to contact our customer service department at ###-###-####.