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:01/28/2025

  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 called Acima on January 25th, 2025 because I was having trouble to placed the order online, Acima agent then was able to place my order and took my initial payment on the phone. I called Acima again to inform them that the merchant havent received my order, I was told by Acima to wait for 24hr. And I did. Its been 5 days no order confirmation from the merchant and Acima refusing to help.

  

  Business Response

  Date: 02/07/2025

  We confirm we have received and processed the cancellation request from ******** Additionally, we initiated a refund back to Mr. ******** If he has further questions regarding his closed lease, he may contact our customer service department at *************** 

• Initial Complaint

  Date:01/25/2025

  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.

  the sales person spoke a different language, i asked for prices because nothing had prices in the store, she told me later in spanish, i never got prices for the items i chose. i took 2 items home, the 3 rd was supposed to be delivered. after a week, i bought something else and told the company i dont need it anymore because the delivery was not in a timely manner and i could not understand the sales person who did not know english well. I told someone who called after my complaint that i already purchased elsewhere. They refuse to adjust the bill and I dont not have the tv stand in my possession.

  

  Business Response

  Date: 01/28/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by *************** ******* on January 25, 2025. We investigated her complaint and provide the following response. We reached out to Ms. ******* directly and she confirmed she had received the tv stand. We provided information regarding her lease and early-purchase option, and adjusted the delivery date to reflect accurately. Ms. ******* may contact our resolutions department at ************** for further assistance.  

• Initial Complaint

  Date:01/25/2025

  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.

  Amount for biweekly was higher than what they told me at the store. I am unable to speak to a live agent. I have been trying for 2 weeks everyday.

  

  Business Response

  Date: 01/28/2025

  Acima Leasing received the complaint file by Madalin Delgado through the Better Business Bureau on January 25, 2025. We reached out to Ms. Delgado by phone and discussed her lease and payment schedule.  
  
  As Ms. Delgado indicates she has lost her job, we note that she is signed up for the optional Benefits Plus service, which may provide assistance in this situation. We encourage Ms. Delgado to visit **************** which lists the benefits available. She may also sign in or create an account for Benefits Plus and file a claim.  
  
  If Ms. Delgado has any additional questions, she may contact our customer service department at ###-###-####.  

• Initial Complaint

  Date:01/24/2025

  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 entered into an agreement with Acceptance now which is presently owned by Acima. Acceptance Now has continuously harassed me several times a day for over a month with about four phone calls a day. Calling my family members and my job. I spoke to a gentleman the day the lease was due and stated that I would pay them the following Friday to renew the lease usually this is not a problem and he stated that I couldn't keep doing this and that I needed to pay at least half. I stated that I could not honor this payment. He stated that I would receive a visit from a field officer to return the merchandise and I stated that was ok to send them out. Since then I have gotten continued calls on top of calls from them. They recently called my job and I told them about this and she stated that I would have to arrange the merchandise pick up this is not in the contract and I have not been told this. I am voluntarily surrendering the property so come pick it up!

  

  Business Response

  Date: 01/28/2025

  Acima Leasing received the complaint filed by Ms. ******** ****** through the Better Business Bureau on January 24, 2025. We investigated her complaint and provide the following response.  
   
  Upon receipt of her complaint, we placed a do-not-contact order on her Acima Leasing lease, as well as her Acceptance Now lease. She will not receive further communication.  
   
  If Ms. ****** would like to discuss purchase or return options available to her, she may contact our Acceptance Now customer service department at **************.  

• Initial Complaint

  Date:01/24/2025

  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 new tires for my car. My payments started out at $44.72 then it went up to $46.12 and now $55.28. I was going to be off work the month of December 2024. I had weekly payments. I paid 3 weekly ahead of time so I wouldn’t get behind. My payments went up $9.00 a week. They told me since I paid one big payment that it cancelled out the weekly payments that I was trying to stay caught up on my payments that’s why my payments went up. My early payoff amount went from $185 to $288. When I asked them about it they just kept talking in circles. Since I paid ahead so I wouldn’t get behind they raised the price of my purchase.

  

  Business Response

  Date: 01/31/2025

  For clarification, Mr. ***** did not purchase the referenced tires, rather, he utilized our rent-to-own services. Further, his rent payments did not change as a result of his larger payment on December 13, 2024. Starting on May 20, 2024, and throughout the course of his lease, Mr. ***** made several changes to his rent payment dates and frequency. Subsequently, these changes have appropriately reconfigured his rent payment amounts.  
  
  Lastly, we reviewed Mr. *****’s lease history and deny his allegation that this early purchase amount was $185.00. We encourage Mr. ***** to review his rent payment receipts.  
  
  We hope this response assists Mr. ***** in understanding his payments. If Mr. ***** has additional questions or concerns, he may contact our customer service department at ###-###-####. 

  

  Business Response

  Date: 02/07/2025

  We confirm Mr. *****’s payment obligations have not increased. Mr. ***** spoke with our customer service department directly on February 6, 2025, and discussed his payments. If he has additional questions, we kindly encourage him to contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 02/08/2025

  
  Complaint: 22851432
  
  I am rejecting this response because:
  
  Sincerely,
  
  Brian *****

• Initial Complaint

  Date:01/22/2025

  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 bought a tv and dining set from a Lunas Furniture on 12/27 I believe. From what the owner was telling me at the furniture place this would be interest free for 90 days. Ive always used progressive leasing so I was hesitant but Ive always been able to pay my things off super early so I did not mine. I went to make a payment today and noticed inconsistencies with the tax. I noticed every time I put a higher amount they raise the tax. I think they are disguising the tax as the interest to get more money out of their customers. *** had loans before and NEVER had this happen before only though Acima and apparently theyve done this too many people. If I dont pay the lease off within 90 days the price will go from ******** to 6k. They put the most important information to read in very tiny tiny letters and it does not help that the owner of the furniture store was scrolling super fast through the paper work on the computer leaving me unable to read it.

  

  Business Response

  Date: 01/23/2025

  Acima Leasings transactions are not financing arrangements or loans, and we do not charge interest. Ms. ****** ***** entered into a written contract in the form of a rental-purchase agreement (the Agreement) that contained all disclosures mandated by applicable state law. According to the Agreement, Acima Leasing charges and collects tax with each renewal payment when required to do so by your state. Acima Leasing is required by Texas state law to charge tax on all rental payments, Texass rental tax rate is 8.25%. 

  We confirm the Agreement was sent directly to Ms. ****** phone for review and signing. Ms. ***** voluntarily entered the Agreement certifying she read and agreed to its terms and conditions. If Ms. ***** wishes to execute her 90-Day Early Purchase Option, she may do so on or before March 27, 2025. If Ms. ***** does not wish to execute a purchase option, she may terminate the lease. 

  Pursuant to Ms. ****** request, we placed a do not contact order on her lease account. As such, we consider this complaint closed. Ms. ***** may contact our customer service department at ************** with any additional questions or to execute any of the options mentioned above. 

• Initial Complaint

  Date:01/21/2025

  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 open a lease in ******** Ca for a bedroom set. When bedroom set was delivered to me I called Acima and arrange to have my payments divided equally into 3 monthly payments 90 days same as cash. I paid all 3 months as agreed on a recorded line that Acima informed me I was being recorded on. Come January 21, 2025 I get a text from Acima talking about they where going to automatically withdraw 161 dollars and some change from my bank account. I called today January 21, 2025 and ask to speak to Manager. Was placed on hold each time for over 30 minutes. I don't give Acima permission to automatically draw no payment out of my account in January 23, 2025. I had the bank on a 3 way call when I spoke they could not take money out of my account and the bank also heared me ask for Manager. I also informed Acima that the bank was on the call. Never talked to Manager and will sue if they try to take anything out my account. I filed this complaint because I know Better Business Beaura would help me talk to a manager. Lease# ********

  

  Business Response

  Date: 01/23/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. **** ******** on January 21, 2025, through the Better Business Bureau (BBB). We investigated his complaint and provided the following response.    
  
  Mr. ******** alleges, 3 monthly payments 90 days same as cash. Acima Leasing does not use or promote the term same as cash, this is confirmed on the first page of the Agreement that was presented to her prior to signing. Noted on the face page of the Agreement it is stated, The Agreement includes a 3-month Early Purchase Option. This Early Purchase Option may be an amount greater than the retailers sale price and not same as cash. Acima Leasing does offer two early-purchase options (EPOs), the first of which may be utilized within the first 3 months of the rental-purchase agreement (the Agreement) by paying the disclosed 3 month early-purchase amount, As of todays writing, Mr. ******** had a 3-month *** purchase price of $1,194.00 before tax, which expired on December 2, 2024. Upon investigation, Mr. ******** made a purchase payment, however, a regularly scheduled rent renewal payment for $244.03 after tax, was in processing, and had already been subtracted from the 3-month *** purchase total. Due to the renewal payment returning as failed, the total 3-month EPO total was not satisfied and the lease continued on for the originally agreed-upon terms.  
  
  As a courtesy to Mr. ********* we will elect to honor the 3-month EPO. To take advantage of this courtesy, Mr. ******** will need to remediate the failed/unsuccessful payment, after which we will close the lease as Purchased, and ownership of the Property would be transferred to him. Please note that this courtesy is available until February 5, 2025, after which, this courtesy will expire and the terms of the Agreement will apply. Mr. ******** may contact our customer service department at ************** to continue with this option or address any additional questions. 
  
  
  

• Initial Complaint

  Date:01/17/2025

  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 online through droppin hz car audio, payment plan through acima. I ordered 2 of the same product on 11/29/24 they were in stock. I have only received one of the items (I never would of purchased just one, need 2 for what they are). I have tried contacting droppin hertz several times by phone and email. I have talked to acima on 6 different dates for a total of 14 hours on the phone to just cancel this and refund my down payment it has been 2 months and no resolution. I didn't agree to buying just one of these items. Every time I call acima I am on hold for 30 to 4 hours before getting to talk to someone to get a run around and tell me to call back on a different date and I call back and same story. I have spent a total of 14 hours on phone to acima mostly on hold to talk to someone. I am at my wits end and don't know what to do, I never would of ordered just one of these items and didn't agree to purchasing only one. This was suppose to be a Christmas present. At this point it is just causing me time and stress. I want this canceled and my initial payment refunded. Please help as I am getting nowhere with either of these businesses. Thank you for your help.

  

  Business Response

  Date: 01/27/2025

  Acima Leasing (hereinafter “we,” “us,” “our” and “Acima”) received the complaint filed by Ms. Christine Crystal through the Better Business Bureau on January 17, 2025. We spoke with Ms. Crystal directly on January 24, 2025, and reached a resolution. Ms. Crystal may contact us at ###-###-#### with any further questions.  
  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22826499
  
  I am rejecting this response because:  No refund has been given and I have not received a termination of the agreement.
  
  Sincerely,
  
  Christine Crystal

  

  Business Response

  Date: 01/28/2025

  We reviewed Ms. Crystal’s lease and pushed the refund of the initial payment through. Ms. Crystal can expect to see the refund within 3-10 days, depending on her bank’s processing time. We again confirm the lease was terminated on January 24, 2025. Ms. Crystal may contact us at ###-###-#### with any further questions.  

• Initial Complaint

  Date:01/17/2025

  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 into Bobs discount furniture the agent representative for Acima gave me false information. I was told that my payment amounts would be $168 every two weeks. I agreed to pay $638 every two weeks to avoid interest charges. I then go into their app and my buyout amount is over $12,000 dollars. I started making larger payments to avoid these charges and now there is an issue of me making a payment because their system will not allow me to make a payments. I called the service line and she unable to get my payment of $800 to go through. I was also told that I have a ***** ****** of 7 days after January 18th to avoid the extra charges. Now Acima is saying there will be an additional charge of $100. I was never told that it will be a charge for that and it does not say in the contract either. I was told by several agent that the ***** ****** will have a penalty. The closer I get to paying off this purchase the more fees are applied to avoid this early purchase buy out. These people are a fraud and has to be stopped. I went to my bank and showed them my paperwork and they said they have never seen interest rates like that before. I have requested several times to speak with supervisor or manager and was not provided with one.

  

  Business Response

  Date: 01/20/2025

  Please note, Acima Leasing does not charge interest. We confirm Mr. **** successfully purchased his lease #******** on January 17, 2024. As such, we consider this matter closed. Mr. **** may contact our customer service department at ************** with further questions or concerns. 

• Initial Complaint

  Date:01/17/2025

  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 dispute an account on my ********************** report that I did not authorize or open. After reviewing my credit report, I discovered the following fraudulent account that I believe is a direct result of identity theft:Creditor Name: ACIMA DIGITAL FKA SIMP Opened Date: 6/1/2020 Account Number: *******I have never authorized the opening of this account and have no knowledge of any transactions with this creditor. This fraudulent entry is damaging my credit report and hindering my financial activities.I request that you promptly remove this fraudulent account from my ********************** report, as I did not open this account and it was opened without my consent. Under the Fair Credit Reporting Act (FCRA), I am entitled to dispute inaccurate information on my credit report, and I ask for immediate corrective action.

  

  Business Response

  Date: 01/20/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******* **** on January 17, 2025, through the Better Business Bureau (BBB). We investigated her complaint and provided the following response.    
  
  Ms. **** alleges identity theft. We have reason to believe that the leases in question belong to her. However, Acima takes identity theft allegations seriously. We request Ms. **** file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, Ms. **** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate the allegation. If it is determined that this lease is, in fact fraudulent, 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. We have paused our reporting for 30 days while we await additional documentation. Please note, that Experian is the only national credit bureau to which Acima reports. 
  
  Ms. **** may contact our customer service department at ************** with any additional questions.