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:02/12/2025

  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 purchased an item with this financing company. The lease clearly stated that I could return the product at anytime to cancel the lease. I have tried calling 5+ times to start the return and they are making it impossible. No one comes to the phone. Hours + wait times. I just want to return the item, make my last rent payment and be done with this.

  

  Business Response

  Date: 02/12/2025

  We confirm Ms. **** has reached us and made arrangements to return the leased property, as such we consider this matter closed.  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22931710
  
  I am rejecting this response because:
  I did not make arrangements to return the property. They gave me two options and neither included returning the items. They gave me one option to donate the item and pay $1200. The other option was to pay $2500, which is almost what I owe on the item. The lease explicitly says that I can return the item at any time and only pay up to the last due amount, which is $502.
   
  Sincerely,
  
  Aranaye ****

• Initial Complaint

  Date:02/11/2025

  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 filing a formal complaint against Acima Leasing regarding their handling of my lease agreement and their recent collection practices. I leased a bedroom set through Acima but unfortunately fell behind on payments due to financial hardship. When the company contacted me, I explained my situation in good faith. Recently, Acima contacted a family member of mine in an attempt to reach me, which I find to be an inappropriate and invasive collection practice. Upon returning their call, I was informed by a representative that I was allegedly being taken to court for fraud. This was alarming, as I have never provided any false information during my lease agreement. Furthermore, they did not have my correct email address on file, meaning I was unaware of these serious allegations. The representative then stated that if I could pay the balance in full or even make a partial payment, they would “drop everything” and I wouldn’t have to go to court. However, I have received no official communication from any court regarding a lawsuit or fraud case, leading me to question the legitimacy of these claims and Acima’s business practices. I believe this situation raises concerns about potential deceptive debt collection practices, intimidation tactics, and lack of proper communication. I request that the BBB investigate Acima Leasing’s actions and ensure that they adhere to fair and legal collection practices. Additionally, I ask that Acima provide clear documentation of any alleged legal action against me, as well as correct their records to ensure I receive proper communication. I appreciate your time in reviewing this complaint and look forward to your response regarding this matter. Sincerely, ******* ******

  

  Business Response

  Date: 02/17/2025

  Acima Leasing does not engage in the described behavior. Pursuant to our records, our last contact attempt with Ms. ****** occurred on December 19, 2024.  

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

• Initial Complaint

  Date:02/11/2025

  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 placed a bed cover for my 2018 gmc sierra which I was paying it off and supposed I got some tires and rims which I don’t get nothing of that this is fraud and I don’t want it to affect my credit if it hasn’t already I need this out my account

  

  Business Response

  Date: 02/12/2025

  On May 27, 2022, Mr. ****** entered an independent third-party retailer – CL Power (the “Retailer”) – located in Lilburn, Georgia. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. ****** selected leasable merchandise (the “Property”). Acima Leasing purchased the Property, and Mr. ****** electronically entered into a lease-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima Leasing, execute an early purchase option, or terminate as outlined within the Agreement. 

  Pursuant to our records, Mr. ****** has previously acknowledged using our services to obtain merchandise from the Retailer. However, if Mr. ****** maintains that this lease is fraudulent, we request he file a police report and provide a copy to [email protected]. Upon receipt of the requested documentation, we will continue investigating his claims. 

  We consider this matter closed as we are awaiting additional documentation from Mr. ******. If Mr. ****** has any questions regarding his lease, he may contact our customer service department at ###-###-####.  

• Initial Complaint

  Date:02/11/2025

  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 sent an account to a collection agency unbeknownst to me. Apparently information was being sent to an address I no longer live at and havent in years. On 2/7/2025 I received a phone call from an unknown number based out of ******** telling me I need to call ************. No further information was provided and when asked, I was told just call that number and get the information. I was also told they have been trying to contact me via phone but I have never received any phone calls from Acima or this collection company *************. I was threatened into making a payment to stop court proceedings. I was told I will be taken to court, sued, and my wages will be garnished if I did not pay the full amount of $3,000+ or make some type of payment THAT DAY. I told the *** I needed some time to think about this and get more information prior to agreeing to anything that I am not aware of and she took that as a refusal to pay and told me shed make a note that I refuse to make arrangements and court proceedings would resume. I paid the minimum amount due to these scare tactics but after doing some research it appears this company may not be legitimate and I may have been scammed. This company cannot provide me with any pertinent information to validate this alleged debt. According to the *** I spoke to, this debt was transferred 3 times prior to them obtaining it which is direct violation of my rights. I was told if I didnt pay and stick to an agreement I will be served and I was provided a case number which after looking it up, doesnt exist. The phone number I called cannot be traced back to any legitimate company either. The address I found states the business has been closed. I asked for specific information and I still have not received it other than an agreement to pay off the debt. This does not validate the debt.

  

  Business Response

  Date: 02/21/2025

  Acima Leasing does not engage in the described behavior. Pursuant to our records, our last contact attempt with Ms. ****** occurred on May 3, 2024.  

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

  Customer Answer

  Date: 02/21/2025

   
  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. I was clearly scammed and will take actions with my bank to recover the money that was taken.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/10/2025

  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 am writing to file a formal complaint against Acima specifically regarding Lease #********, and the ongoing issues I've faced with their payment system and customer service. I placed an order on October 11, 2024, with an early payoff date of February 8, 2025.On February 7, 2025, I attempted to make the "early payoff" payment through their app, but encountered repeated errors for over an hour. The system kept stating that my address did not match, despite it being correct.I contacted their customer service via phone for assistance. I was first directed to their automated system, which still failed to accept my payment after entering credit card information multiple times.After speaking to a representative, I was told I could only proceed through the automated system. I explained that I had already been trying for an extended period, but she insisted on transferring me back to the automated system, effectively cutting me off from the call.I attempted to resolve the issue again on my own using my laptop, and after multiple tries, I was finally able to enter one of my cards information and received a payment confirmation with reference code GYKCRMN.However, when I checked my credit card on February 10, 2025, I found that the payment had not been processed. Additionally, my Acima account now states that the payment was not received, and I am being charged an extra $100 if I want an extension on my "early pay off."Despite my repeated efforts to make a payment, the company's system and customer service failed to assist me. This situation is not only frustrating but has resulted in an additional $100 charge, which I cannot afford and which will now impact my ability to provide for my family.I am extremely disappointed with the lack of support and resolution from Acima. I am seeking a resolution to this issue, including the refund of the extra $100 charge, and a full investigation into their payment processing and customer service failures.

  

  Business Response

  Date: 02/20/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Ms. ***** ********** through the Better Business Bureau (the BBB) on February 10, 2025. We investigated her complaint and provide the following response. 
  
  On October 7, 2024, Ms. ********** entered an independent third-party retailer ***** Discount Furniture (the Retailer) located in **********, ***********. 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. 
  
  We reviewed our records and show that Ms. ********** attempted to make a purchase payment before her 90-day early purchase option expired. The purchase payment attempt on February 7, 2025, returned with an error, per our records. As a one-time courtesy, we will honor the 90-day early purchase option amount. We have initiated a refund for the extension fee. We find this to be a mutually satisfactory resolution. 
  
  As we have granted Ms. ********** desired resolution, we consider this complaint closed. Should Ms. ********* have further inquiry, she is welcome to contact us by phone at **************. 

  Customer Answer

  Date: 02/21/2025

   
  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:02/10/2025

  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.

  Paid for car repairs through Acima however the repairs were fault when one of the belts installed by the repairer snapped. This caused my recently replaced parts to break in the coolant system. On top of that my car overheating before my wife could stop (on busy highway) caused my head gasket to break.

  

  Business Response

  Date: 02/12/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ******* on February 10, 2025, through the Better Business Bureau. We investigated his complaint and provided the following response. 
  
  We have reviewed Mr. ******* lease and note that Ms. ******* has contacted Acima Leasing directly on February 10, 2025. We discussed the situation and made arrangements with our Resolutions Department. As a resolving action has been taken, we consider this complaint closed. Should Mr. ******* have further questions regarding the resolution, he may contact our resolutions department by calling ###-###-####. 
  

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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 ordered items from Walmart through Acima I canceled the delivery order but it was still delivered and charged. I told walmart i wanted them to come and pick up the items as i did not want them and had canceled the order. Will insert the email below…. I called Acima immediately and said the department i needed was closed and wait until Monday i have been on the phone on hold since 10am est waiting to speak to someone who can cancel out this lease as i did not want the items and the lease was only suppose to start if delivered i told Walmart that the delivery was canceled. I spoke to a rep from Acima and told them the same thing that i canceled this order and should have not been charged for these items as they should have not been delivered they even say not eligible for a refund because it wasn’t suppose to be delivered in the first place. Never told Walmart I didn’t get the package i told them I didn’t want the package and it wasn’t suppose to be delivered or charged. Dear Customer, Thank you for contacting Walmart.com . I'm sorry you didn't receive your package <***************>. Our records show that this package was delivered to the correct address by the store with photo on file. If you go into your Walmart App>My Account>Purchase History >Select Order> you can select Track Shipment in blue or there should be a hyperlink to the carrier's website after you can press to view the tracking information there. This is considered proof of delivery by Walmart and will require you to refer to your bank to dispute the charge. We are unable to issue a refund or replacement due to this. Please contact your financial institution and dispute the charge. I know this is frustrating, I do apologize. Is there anything else i can help you with? Thank you, Walmart Customer Care Team

  

  Business Response

  Date: 02/14/2025

  As the owner of the leased property, communication regarding return and termination of the rental-purchase agreement should be handled by Acima Leasing. Ms. ****** may contact our customer service department at ###-###-#### to initiate a return. 

  Customer Answer

  Date: 02/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have already been in contact with Acima and told them they could come pick up the merchandise and have not sent anyone to retrieve the items.

  i have called Monday and Tuesday I’ve been hung up on , transferred with no resolution , been told by the customer service agent to go to Walmart and return it I did and then she transferred me . So they have been reached and no resolution that is why I’m escalating this  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/19/2025

  Pursuant to our records, Ms. ******’s efforts have been to return the lease property to Walmart. We confirm Ms. ******’s order is not eligible for a return with Walmart. As previously stated, Ms. ****** may contact our customer service department at ###-###-#### to initiate a return with Acima Leasing. 

  Customer Answer

  Date: 02/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:my efforts were with both a I ma and Walmart as I canceled the order with Walmart and it was still delivered. I've been in contact with acima please review the recorded conversations where I say to them a I ma can come pick up

  The items as they are outside still I will not bring them inside as I did not want them and they were still delivered and the rep said to go to Walmart and I did while on the phone with an acima rep who spoke to Walmart rep so do not say I only tried Walmart I did both and all your calls are monitered and recorded so you've heard me say multiple times I canceled it and you guys can come pick it up 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/27/2025

  We confirm Ms. ****** has not contacted us as instructed in our previous response. As such, we consider this matter closed.

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have been in contact and I consider this matter unresolved 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/07/2025

  We confirm Ms. ****** has contacted us and was provided with steps to follow to resolve this matter, as such, this complaint is closed.  

• Initial Complaint

  Date:02/10/2025

  Type:Product 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.

  This complaint is related to Complaint #******** - Ashely Furniture. My merchandise was returned to Ashley Furniture on 1/26/2025. I've been advised twice that a refund was issued but I haven't received it. On 2/7 I spoke with an Acima rep who stated Ashley hasn't provided an invoice for a refund. I've attempted to contact the assigned resolution rep at Ashley to confirm they provided the invoice, but I've had no response. I spoke with Acima again today and they refuse to process the refund. Their offshore customer service is very diffifult to work with and I've been in placed in their "resolution" queue for hours each time I call with no result.

  

  Business Response

  Date: 02/11/2025

  We confirm we received and processed the cancelation request from Ashley Home Furniture, prior to the receipt of this complaint. Additionally, we initiated refunds back to Ms. ******. If she has further questions regarding her closed lease, she may contact our customer service department at (801) 297-1982. 

  Customer Answer

  Date: 02/11/2025

  
  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:02/09/2025

  Type:Sales and Advertising 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.

  This business authorizes use of others information to open fraudulent accounts. The entire business is a scam and is for the personal use of the ones running it. I have never even heard of these people and they have attempted to call my bank as me trying to gain access.

  

  Business Response

  Date: 02/12/2025

  Acima Leasing (hereinafter “we,” “us,” “our") received the complaint filed by Ms. **** ***** through the Better Business Bureau (the “BBB”) on February 9, 2025. We investigated her complaint and prepared the following response. 
  
  We were unable to locate a lease matching Ms. ******* provided identifying information. As such, we are unable to address this complaint. If Ms. ***** would like to assist our agents in locating a lease  associated with her information, she may contact our customer service department by phone at ###-###-####. 

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair 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.

  Someone has stolen my social security number to apply for credit through Acima. I spent hours of my work day yesterday filing a police report, an FTC report, and even speaking to a manger at Acima customer support. We were trying to get her to flag my account so that this person could not longer apply for credit in my name. She told us that there is nothing that she can do and that the only thing we could do was send an email to [email protected] with a description of our situation, and that they would get back to us in 2-3 business days. She told us that there is no phone number for the fraud department, and that she cannot escalate the issue any higher on here end, meanwhile someone has applied three times with acima using my information

  

  Business Response

  Date: 02/07/2025

  Acima Leasing (hereinafter “we,” “us,” “our” and “Acima”) received the complaint filed by Mr. Matthew Lerette through the Better Business Bureau on February 6, 2025. 
  
  Mr. Lerette alleges identity theft. We conducted a preliminary investigation into Mr. Lerette’s fraud allegation. We have cancelled the applications upon request and have flagged the identifying information for possible fraud.  
  
  Mr. Lerette may contact our customer service department at ###-###-#### with any additional questions.   

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22906500, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Matthew Lerette