Complaints
This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,295 total complaints in the last 3 years.
- 597 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/17/2025
Type: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.Initial Complaint
Date:01/15/2025
Type: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 have a lease agreement with Acima for a furniture purchase made at Price Busters back in 12/19/22 which is due to end January/ February 2025 which has always been paid through ACH every 2nd & 17th of every month from start. I added new ACH information updated February/ March 2024 online to my ACIMA account as old ACH no longer active. I confirmed the ***************** of ACH by phone with ACIMA as I am only allowed to add ACH not delete. On 01/14/25 I realized no auto draft payment cleared for January 2nd, 2025, and checked my ACIMA account online thinking recent holiday may have caused a delay. Account showed past due but also reflects an active ACH with recently cleared ACH draft for 12/17/24; my account balance $66.67+tax but past due was $188. but no recent ACH draft and I was unable to call ACIMA due the time. I called ACIMA 01/15/25 phone system which reflects same info as online 01/14/25 but past due balance increased to $190.67 so I choose option to speak to a CSR. *** ****** answered and said that I am past due because late payments for course of 2024 and also a return payment 1 year ago, but she could not explain why ACH was not drafting despite being active. I explained I took care of all this when I called last year and spoke with a male CSR for update. ****** advised using ******** account can take 3-5 days to post so fees may occur but debit/ CC posts immediately; I said that was never disclosed this when I called to verify updated ACH and bring account current; and all ACH payment postdates since reflects 2nd /17th of every month despite processing time. I asked so how payments are late for course of a year with every draft showing for current bill with on time postdate and an explanation why ACH not drafting. ****** just kept repeating same information, so I asked to speak with a supervisor. All she could do was request for a call back in which I gave a contact number, but she inadvertently used contact number as primary for account verifiction.Business Response
Date: 01/16/2025
Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Ms. ******* ******** through the Better Business Bureau on January 15, 2025. After reviewing Ms. ******** complaint, we note there was a failed rent payment from March 4, 2024, that was never made up. Since it was never made up, it put the lease into a delinquent status. As a courtesy, we waived the late fees on Ms. ******** lease. Ms. ******** currently has a remaining balance of $70.67 for the failed payment. She may contact our customer service department at ************** with any questions.Initial Complaint
Date:01/15/2025
Type: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 was laid off my job 1 month due a health with **** ******. i having health issue so i been off work unit i have surgery to remove **** ******. a guy from acime threatening me on the phone and talking crazy so i hang up on him. So he keeping calling back and back. i have to wait until i return to work. i start paying something until my job pay me. He said better return the product. i pay them sopmething when i had something. i talk a disable son everyday too. so my hands are tried. I hate acime calling me with threat on the phone if they going to call me and threat me they need no not to call my phone.Business Response
Date: 01/16/2025
Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ******** ******* on January 15, 2025, through the Better Business Bureau. Mr. ******* expresses dissatisfaction with the number of times Acima Leasing has attempted to contact him. We note that we have called him in accordance with applicable regulations, and Mr. ******* has not previously requested that we cease communication. However, upon receipt of this complaint, we have placed a do-not-contact order on Mr. ******** lease. He will not receive further communication from Acima Leasing.
If Mr. ******* has any additional questions or would like to discuss payment options, he may contact our customer service department at **************.Initial Complaint
Date:01/15/2025
Type: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.
Dear *********** am writing to dispute a fraudulent account appearing on my credit report. As a victim of identity theft, I have identified the following unauthorized ******************************** Name: ACIMA DIGITAL FKA SIMP Opened Date: 5/1/2022 Account Number: ********I did not open this account, and I have no connection to it. I demand that it be removed from my credit report immediately and that I receive written confirmation of its removal.Please investigate this matter promptly and confirm its resolution within the legally required timeframe.Business Response
Date: 01/15/2025
Acima Leasing (hereinafter we, us, our) received the complaint filed by ********************** ********* on January 15, 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.Business Response
Date: 01/15/2025
Acima Leasing (hereinafter we, us, our) received the complaint filed by ********************** ********* on January 15, 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.Initial Complaint
Date:01/14/2025
Type: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.
CALLED TO SPEAK TO ACIMA TO PAY ON MY RENTAL PROPERTY.... WAS OFFERED A EARLY PAY OUT AMOUNT OF ******* ... THIS WOULD MAKE MY PROPERTY 100% MINE( I HAVE THE RECORDING ) I ACCEPTED THE AGREEMENT .. I RECEIVED AN EMAIL STATING I HAD ANOTHER PAYMENT THAT DUE IN JUNE IN THE AMOUNT OF 400 .. THAT WASNT THE AGREEMENT THAT I HAVE RECORDED! THAT IS FRAUD! I DONT CARE WHAT MISTAKE THEY MADE ON THERE END BUT I SHOULDNT BE PENALIZE. THE REPS ARE FOREGNERS AND RUDE!!!! I WANT MY MONEY BACK AND THEY CAN COME GET THERE PROPERTYBusiness Response
Date: 01/15/2025
We request Ms. ***** contact our customer service department at ************** to discuss the steps we took to resolve this matter.Initial Complaint
Date:01/13/2025
Type: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.
Good morning so it seems that this company tried to fraudulently charge my card after this account should have already been closed so I need to know why instead of trying to charge me another 5350 you should technically have been refunding me 5350 as when I originally applied for your service I was told it was denied due to the fact that you guys do not lease the item that I bought so I ended up paying cash for it so therefore I should not have an account with you and you should not have my card on file.. I need answers right awayBusiness Response
Date: 01/14/2025
Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ***** ********* on January 13, 2025, through the Better Business Bureau (BBB). We investigated his complaint and provided the following response.
Mr. ********* alleges Acima Leasing is fraudulently charging my card. We take fraud allegations very seriously. After investigation, we confirm that Mr. ********* does not have a lease with us. He did have a previously canceled lease, however, the refund of the initial payment of $53.50 took place on November 21, 2024. We have no record of additional payments. We request that Mr. ********* send a bank statement showing the errant charge to ******************************* We encourage Mr. ********* to file a police report and send a copy along with the bank statement. If Mr. ********* believes his identity was used to fraudulently create a lease, we request he file a police report and provide us with a complete copy of the same at ******************************* Once we receive the requested documentation we will investigate and take all appropriate action.
Mr. ********* may contact us at ************ with any additional questions.Customer Answer
Date: 01/14/2025
Complaint: 22803105
I am rejecting this response because:
That is fine if the business tries to charge my card again for an account they should have closed when they denied my account from the beginning then yes I will file the police report, but it will be against them thank you for your help and resolving this matter and have a wonderful day
Sincerely,
No other response is needed
***** *********Business Response
Date: 01/15/2025
As Mr. ********* indicates no response is needed and we have already provided him the necessary steps to resolve his complaint, we consider this matter closed. Mr. ********* may contact us at *************** with any additional questions.Customer Answer
Date: 01/16/2025
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:01/12/2025
Type: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.
Date of transaction was 10/14/2020 The account is not mine and I asked them to validate the debt, and they couldn't 15 U.S. Code 1681 outlines requirements related to consumer reporting agencies and the use of consumer credit, personnel, insurance, and other information. Key points include:Consumer reporting agencies must adopt reasonable procedures for confidentiality, accuracy, relevancy, and proper utilization of information.Business Response
Date: 01/13/2025
Acima has searched our database and are unable to locate the agreement referenced in ********************** complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. Ms. ******* may respond to this complaint with additional identification information, such as the lease number, so we may better assist them with their concerns.
Until Acima receives the requested information, we are unable to address this complaint. Ms. ******* may contact us at ************** with any additional questions.Initial Complaint
Date:01/11/2025
Type: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 company I had never heard of has taken a total of ****** from my banking account. I called them and told them I didnt authorize any withdrawal nor did I have any accounts with them. I told to not take another ***** from my account. They ask for info I told them since they are taking from my account they should have all that info in their system. I repeat I dont know this company nor do I wont to. But Im taking legal actionBusiness Response
Date: 01/13/2025
Ms. ****** ****** alleges identity theft. We conducted a preliminary investigation into Ms. ******* fraud allegation. Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. Upon completing our investigation, we were unable to determine whether the lease in question was created as a result of fraud. We request Ms. ****** file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request they send a copy of the police report, which must include Acima Leasing as an affected lease, to ******************************* Or, Ms. ****** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate. 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 additional information, we are unable to make a determination as to whether fraud occurred on this lease.
As we are awaiting additional documentation, we consider this complaint closed. Ms. ****** may contact Acima Leasings customer service at ************** with any additional questions.Initial Complaint
Date:01/11/2025
Type: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.
On March 7, 2024 we purchased a reclining sofa at ***** discount furniture using Acima Leasing. Our payments were made 2 x a month automatically withdrawn. On August 2nd I paid off the furniture lease with a payment of $1059.99, I did this on app. I had called prior to find out the payment amount to pay off and paid it in full. On Saturday Jan 4t I received a call regarding lease. I called back on Monday 1/6/2025 to find out that they took the payment of $1059.99 and used it against future payments though the rest of the year and I am now expected to continue paying the lease. I explained multiple times to supervisors it was a purchase pay off on August 2nd 2024 and the lease is paid in full. They said I must have made an error when processing it because it is not marked as paid and I owe 16 more payments for an additional $1632.00. They are not willing to close the account due to the "error " they state which is not my fault their computer is not marked correctly. My only other option is to return the furniture and lose the $2,128.41 I have already paid them or pay the additional $1632 which would mean I would be paying $3630 for a recliner that was originally $1198.00, that is more then double. they will not correct their error on the site and will not do anything to correct this issue. My furniture is scheduled to be picked up on 2/28/2025 unless they mark this paid in full with zero owed as it should have been done on August 2nd. They also pulled my lease information off the website now so I cannot access my records to attach the lease to this report. This was their error- I followed what I was told to do to pay off my lease. They failed to follow up. No phone calls or contact was made at any time to use my money as future payments.Business Response
Date: 01/15/2025
Acima Leasing (hereinafter referred to as “we,” “us,” or “our”) acknowledges receipt of the complaint filed by Ms. **** **** through the Better Business Bureau (the “BBB”) on January 11, 2025. Upon thorough investigation, we have prepared the following response.
Ms. **** claims that she has purchased her lease. This claim is inaccurate. According to her lease-purchase agreement (the “Agreement”), she had the option to purchase the leased property from Acima Leasing by making 36 biweekly renewal payments of $91.40 before tax. Alternatively, she could exercise an early purchase option (EPO) or terminate the lease as outlined in the Agreement. The first EPO, known as the 90-Day EPO, allowed her to purchase the leased property within the first 90 days by paying $1,729.78 before tax. This option expired on July 5, 2024.
Ms. **** alleges that she contacted us before August 2, 2024, to inquire about the purchase amount. However, we have no record of such a conversation. Ms. **** made a one-time payment of $1,059.99 on August 2, 2024, which did not close the lease because the EPO had expired on July 5, 2024. This payment pre-paid the renewal payments until December 16, 2024.
Ms. ****** request for a billing adjustment or refund cannot be honored. Ms. **** has already elected to return the merchandise to Acima on January 10, 2025. Therefore, we consider this matter closed. Ms. **** may contact our resolutions department at ***** ******** with any additional questions.Customer Answer
Date: 01/16/2025
Complaint: ********
I made a payment of $1,059.99 to Acima after contacting your company to obtain the payoff amount. I would not randomly make a payment of such a specific amount without being advised by someone at Acima. This amount is notably irregular and has prompted this complaint. This was explained to Rene the supervisor when I called on Jan 10th when this was first discovered. At that time I was able to pull up my lease on the app and able to see that the total to be paid based on the original lease was $3500,00(Not exact amount) Rene also advised me that Acima has "other options" if this was not sorted out.
Additionally, I am currently unable to view my lease details on your site, which are blocked from my access. According to my records, we paid $1,198 for the furniture, $149.00 for the 5-year protection plan, and $179.00 for delivery, totaling $1,527.8. To date, we have paid $2,128.41 to Acima.
Given these figures, I have already paid $600.61 more than the total cost of the leased items. Therefore, I am open to keeping the furniture if Acima agrees to close the lease as paid in full. Should Acima not be willing to close the lease under these conditions, we will return the furniture. In such a case, I request a refund of the $149.00 paid for the 5-year protection plan and the overpayment of $600.61.
Furthermore, I would like to highlight that I followed the instructions provided to me in August regarding my payment. Acima's record-keeping issues are beyond my control. As a consumer, I expect a reputable company like Acima to collaborate with customers on resolving such matters. I was not informed that the $1,059.99 payment would be applied as future payments, and there was no agreement regarding this. I should have been informed and given the choice.
I also request a copy of the lease agreement and details on the length of time the furniture will be held for reinstatement should I decide to continue the lease at a later date. Acima is not the only party at risk of losing money. I risk losing the full $2,128.41 if this matter is not resolved as paid in full while retaining the furniture.
I look forward to your prompt response and resolution to this issue. Thank you for your attention to this matter..Sincerely,
**** ****Business Response
Date: 01/20/2025
Acima Leasing (hereinafter “we,” “us,” and “our”) received a rejection to complaint ******** filed by Ms. **** ****, through the Better Business Bureau on January 15, 2025. We have investigated Ms. ****’s rejection and have prepared the following response. We will only be responding to new allegations.
Ms. **** alleges that she contacted Acima before making the payment on August 2, 2024. Please note that Acima takes great care in noting and keeping records on all leases. There are no notes or call record on or around August 2, 2024, in discussing the payoff amount.
We have separately sent Ms. **** a copy of the lease agreement to the email on file.
Ms. ****** request for a billing adjustment or refund cannot be honored. Ms. **** has already elected to return the merchandise to Acima on January 10, 2025. Therefore, we consider this matter closed. Ms. **** may contact our resolutions department at ***** ******** with any additional questions.Initial Complaint
Date:01/10/2025
Type: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 company claims that I took out a phone with them when I have never taken out a phone in payments with them. They have been trying to collect this debt for over a year now. I have gotten calls of people impersonating government officials saying that I will be sent to court or I could be charged for fraud. This debt is not mine. The company has spammed with emails and callsBusiness Response
Date: 01/13/2025
Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******** **** through the Better Business Bureau on January 10, 2025. We reviewed her complaint and confirm we are not contacting Ms. ***** We placed a no-contact order on her lease as of December 13, 2024.
Additionally, Ms. **** claims she has not received property from Acima Leasing. We note we previously spoke to Ms. **** multiple times at the phone number she provided in her complaint, and this is our first notification of non-delivery. If Ms. **** is alleging someone fraudulently utilized her information to enter into a lease with Acima Leasing, we request she contact us at ****************************** so we can investigate and let her know of further information we need. If Ms. **** confirms she did enter into a lease with Acima Leasing but never received the merchandise that is the subject matter of the rental-purchase agreement, we request she contact our customer service department at ************** so we can discuss this matter further.
If Ms. **** has further questions, she may contact our customer service department at ***************
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