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:12/29/2024

  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 February 2024, I bought furniture from ***** discount furniture store in ********, ****. I purchased a loveseat and a chair, totaling around 1500. I was told to apply for a 'loan', which I did, and was approved for 1700. Every week, this company, Acima, charges me a total of *****, which is taken directly out of my bank account. I have since found out that only just under $20 goes towards the principal. The rest of my payment is all interest. The amount owed that is listed on my emails everyweek has not gone down in months. When I try to talk to anyone from the company, I am told that this is a lease, not a loan. I was told from the start that it was a loan. I don't understand how they can legally charge me 32 dollars a week in interest. The amount still owed shows as *******. This is higher than my approved 'loan' amount. As far as I am concerned, this furniture is paid off and has been paid off. This Acima company are scamming consumers. I have already paid ******* on this account. When I called the company, they said I have 3 years left on this 'lease'! This company needs to be looked into. It cannot be legal to charge this much interest! Please put a stop to this!

  

  Business Response

  Date: 01/02/2025

  Acima Leasing transactions are not loans as such using the term loan, or principle is inappropriate. Additionally, Acima Leasing does not charge interest and thus we will not address any allegations regarding interest. Acima Leasing is a rent-to-own organization and our agreements contain all mandated disclosures. Ms. ****** entered into a lease-purchase agreement (Agreement) wherein she agreed to rent her selected merchandise from Acima Leasing, execute an early purchase option, or terminate as outlined in the Agreement.      
  
  In addition to entering into the Agreement, Ms. ****** opted into two optional services, Liability Damage Waiver (LDW) and Benefits Plus. Pursuant to the *** Provision, the weekly LDW fee is $4.52. Pursuant to the Benefits Plus enrollment form, the twice-monthly membership fee is $3.50. Ms. ******* payments included these amounts.  
  
  Ms. ****** alleges she has paid $2,289.32. This is not true. We encourage Ms. ****** to view her payment breakdown by logging into the customer portal located at *****************************************. Further, we confirm Ms. ****** has not executed an early purchase option or termination as outlined in the ************************************* has any additional questions regarding this response, she may contact our customer service department at **************. 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22742383
  
  I am rejecting this response because: I can prove by my bank statements the total amount that I have paid. I was told by the representative at the store that I applying for a loan. I was never told this was a rent to own. If that was the case, I would have gone to ******. I called the companies main number, and was told by them that only almost 20$ goes towards the principal, and the rest is for interest. I also have emails from the company saying that I owe over 1700$, when my loan amount was only 1700 in February of 2024. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/06/2025

  We confirm our services were clearly disclosed as a rent-to-own transaction prior to allowing Ms. ****** to enter the Agreement. We further confirm Ms. ****** has paid a total of $1,354.11 in rent. This amount is insufficient to meet any of the purchase options detailed in the Agreement. 
  
  For a comprehensive breakdown off all payments, we again direct Ms. ****** to ******************************************. If Ms. ****** records reflect payments not listed on her lease, we ask her to send proof to ***************************************************************************.  
  
  As we have addressed Ms. ******* allegations and provided additional steps by which she can dispute her payment history, we consider this matter closed.  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22742383
  
  I am rejecting this response because: Again, I was never told this was a rent to own or a lease. I was told by the man who had me fill out an application that this was for a small loan. Again, had I been told that this was a rent to own, i would have gone to a reputable company like ******. Acima is a bait and switch company who tells you this is a loan, then springs on you that most of your payment is going towards interest. The amount of interest this company is charging is tantamount to loan sharking! You are told in the beginning that this is a loan, but then they say it's a rent to own. I pay over 50 a week, i know what I've paid, the amount is more than this company is claiming. I've read all across the bbb site of nothing but complaints about the same thing they are doing to me. I've paid over 50 a week since February 2024 and yet the amount still owed according to this company is over 1700$. My original loan was only 1700, which i didn't even spend the full amount. 

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

• Initial Complaint

  Date:12/22/2024

  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.

  Called acima to pay off in full my amount before interest occurred. I made a full payment. Then a week later they took another amount from my account.
  
  I called to complain to get my refund. They said they wave the last payment. Then they double the amount the following month after I paid off the remaining amount. When I originally called to pay off the full amount of $400 remaining. Now the amount is $1200 in interest for their mistake. This company is a total scam! Listen to the recording how many times I called to complain. Ur employees hung up on me and gave me the run away. I should not be responsible to pay the new amount when I originally called to pay out the full amount I owed before the date. Acima needs to fix this issue because it’s not right you are taking advantage of people on your mistakes!!

  

  Business Response

  Date: 12/23/2024

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ********* through the Better Business Bureau (the “BBB”) on December 22, 2024. We investigated his complaint and prepared the following response. 
  
  Pursuant to our records, on July 15, 2024, Mr. ********* entered an independent third-party retailer – 123DJ.com (the “Retailer”) – located in Chicago, Illinois. 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 rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima Leasing. Acima Leasing’s leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing. 
  
  As a courtesy to the customer, 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 12-month rental period contained within. The first EPO and the only EPO discussed in Mr. *********’ 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 price. Mr. ********* had a first EPO purchase price of $914.96 before tax which expired on October 13, 2024.  He initiated a purchase payment of $468.58 including tax on October 11, 2024, at the same time a regularly scheduled renewal payment was processing for $85.43 including tax. Both payments were necessary to meet the first EPO amount. This renewal payment failed, resulting in Mr. ********* not meeting the first EPO amount as of the deadline. As such, Mr. *********’s lease continued for the agreed-upon terms.   
  
  Mr. *********’s desired resolution is a “billing adjustment.” After investigation, we found that our agents attempted to explain the issue that resulted in the lease continuing per the terms and offered a resolution that would be to cover the amount of the failed payment, including an additional non-sufficient funds fee. As Mr. ********* contacted us and we attempted to come to a resolution at the time of contact, we propose an extension of the first EPO that Mr. ********* originally planned on executing. To proceed, Mr. ********* would need to contact us at our customer service by phone at ###-###-#### to call in the final payment so that our agents may close the account manually. Please feel free to contact us for any additional concerns should they arise.  
  
  
  

• Initial Complaint

  Date:12/21/2024

  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.

  Lease #********
  I request a settlement or refund for the iPad I leased to own due to the predatory practices used by Acima leasing. I have already paid well over the value of the product (as of December 21, 2024 the total amount of payments made is equal to or about $853.59), therefore, I am entitled to be the owner of the iPad. Acima currently claims that I still owe over $500. I have been continuously harassed and threatened by aforementioned company to return said product after paying nearly a grand for a purchase that totals around $500. This behavior is clearly predatory and unethical. I also request that any negative remarks that may have been made to my credit report be removed. Thank you.

  

  Business Response

  Date: 12/23/2024

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******** ***** through the Better Business Bureau on December 21, 2024. We reviewed her complaint and provide the following response.  
  Ms. ***** claims she has completed payments to Acima Leasing. Please note, Ms. ***** elected to enter into a rental-purchase agreement (the “Agreement”) on July 5, 2024, and agreed to make regular rent payments until she either exercised an early-purchase option, elected to terminate the Agreement and return the property, or complete her regular rent renewal payment schedule. If Ms. ***** does not elect to utilize an early purchase option or terminate the Agreement, her Total of Payments is $1,373.31 before tax. Please note, Ms. ***** is not obligated to meet the Total of Payments, as she may obtain ownership of the property at any time. We confirm Ms. ***** has not yet utilized a purchase or termination option.  
  Ms. ***** alleges she has “been continuously harassed and threatened” by Acima Leasing. We strongly deny this allegation. We reviewed our call history with Ms. *****, and note we have only made a total of 7 outbound call attempts to Ms. *****, and confirm said call attempts were within appropriate standards and regulations. Acima Leasing does not harass or threaten customers. In an effort to assist Ms. ***** further, we placed a do-not-contact order on her lease. Ms. ***** will not receive further communication from Acima Leasing.  
  Ms. ***** requests for “any negative remarks” made to her credit report be removed. Please note, Acima Leasing is not reporting Ms. *****’s lease or payment history to any credit bureau.  
  Ms. *****’s desired resolution is a “settlement or refund.” Ms. ***** is not entitled to a refund. She was presented with the Agreement in full for review prior to signing, as well as a breakdown of the respective terms, conditions, payment amounts, and purchase options. We further have emailed her reminders of early-purchase option deadlines. Acima Leasing does not contemplate settlement options in the Agreement, however, we may offer these upon request to assist customers. 
  If Ms. ***** wishes to discuss purchase or settlement options that may be available to her, she may contact our customer service department at ###-###-####.  

• Initial Complaint

  Date:12/19/2024

  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’m on a limit income I’m disability I had this company come out here knocking on my home I live for 17 years I never deal with this company I never heard of them I want cease denial and I have lupus and not the best hell I can’t walk very good on cripple the way down me try and go to my door for a ridiculous thing I don’t even know what you’re talking abou

  

  Business Response

  Date: 12/20/2024

  Acima Leasing investigated Ms. ****** *******’s complaint but could not satisfactorily match Ms. ******* with a lease in our system. We reviewed call history to and from the phone number Ms. ******* provided on her complaint, and confirm we have not made any outbound calls to her phone number. We note she called Acima Leasing twice on December 19, 2024, but did not remain online long enough to connect to an agent. We additionally note that the email address provided by Ms. ******* does not exist in our system. We kindly ask Ms. ******* to provide more information so we can investigate her claims further, currently it appears that we have not initiated communication with Ms. ******* through the contact methods provided.  
   
  Ms. ******* may contact our customer service department at ###-###-#### with further questions.  

• Initial Complaint

  Date:12/19/2024

  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.

  The of Transaction was April 2024.
  The amount of money paid to Acima is $4,581.49.
  Acima sold me 4 tires and 4 rims for $3,300.00.
  I have Paid $147,79 per week for 31 weeks for a total of $4,581.49.
  I called Acima to request a payoff and I was told I still owed $2,200.00. I have been requesting the original agreement, and I have been told by Acima that they can't provide any of the information for my own security. I have been requesting for two months to Acima to provide me with the interest rate I am paying; but they said they can't provide me with this information.
  This company is a fraud, they are not transparent about their business. They mislead and confuse clients in disadvantage. English is not my first language, in my several calls to them; they transferred me to a Hispanic representative, but their Hispanic workers are trained to make the process so difficult and don't give the clients a solution or a straight answer. I need a copy of the original agreement. I want to return the rims and get my money back. People need to know this is a company you cannot trust.

  

  Business Response

  Date: 12/20/2024

  Acima Leasing received the complaint filed by Mr. ****** **** through the Better Business Bureau on December 19, 2024. We investigated Mr. ****’s complaint and provide the following response.  
   
  Mr. **** requests a copy of his rental-purchase agreement (the “Agreement”). We note a full copy was presented to him electronically at the time of signing. Moreover, a copy has been perpetually available to him through the Acima Leasing customer portal, located at ***************************. Mr. **** may log in to view the status of his lease and a copy of the Agreement. We note Mr. **** has called Acima Leasing twice and did not request a copy of the Agreement during either call. We reject his allegation that our agents refused to provide him a copy. To assist Mr. **** further, we have separately emailed him a copy of his Agreement.  
  
  To discuss return or other purchase options that are available, Mr. **** may contact our customer service department at ###-###-####.  

• Initial Complaint

  Date:12/18/2024

  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've applied for Acima credit multiple times and I keep receiving the same response.adverse action "unable to verify identity" nothing else is showing that would disqualify me. I've called and emailed MULTIPLE times and the email bounces back as "rejected" when I call to ask what do I need to do to verify my identity, they respond with "There's nothing we can do on our end." I reached out to the credit agencies they have on the paperwork and I've gone over everything and it all matches. This has to be illegal you guys are getting my bank account information, running my credit resulting in inquires but keeping me in the dark about why I'm not being accepted. My next step is to file suit.

  

  Business Response

  Date: 12/20/2024

  Mr. ******’s complaint primarily deals with the fact that Acima Leasing did not issue him a approval for our leasing services after reapplication. We confirm every application is subject to our underwriting and qualifying approval process. We note that Acima Leasing is not obligated to issue approvals, nor do we promise that all applicants will be approved for our services.   
  
  Mr. ******’s desired resolution is a full review, explanation, and an override of our denial decision. We reviewed the decisions made regarding Mr. ******’s applications, and confirm we will not change those decisions. Further, we note Mr. ****** has been emailed adverse action notices containing the reason for the denials. Mr. ****** elected to apply for Acima Leasing’s services, and was not obligated to do so. His decision to provide information to Acima Leasing does not constitute our denial of his application to be “illegal.”  
  
  We consider this complaint closed as we have addressed his allegations in full. Mr. ****** may contact our processing department at ###-###-#### with any additional questions.  

• Initial Complaint

  Date:12/16/2024

  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.

  ACIMA leasing is refusing to cancel my agreements even though the store where the product was purchased from stated I never received the product. ACIMA employees continue to inform that the account has been cancelled yet the charges are still appearing on bank account

  

  Business Response

  Date: 12/17/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Mr. ******** ********* through the Better Business Bureau on December 16, 2024. We confirm that upon receipt of this complaint, the matter was resolved. We confirm that Mr. ********** lease is terminated, and additional action has been taken. Should Mr. ********* have further questions regarding this matter, we ask him to contact our customer service department at **************.  

• Initial Complaint

  Date:12/12/2024

  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.

  Last week I went into a tint world and got a lease for tint and camera at location received part of services the tint, and left the camera with retail location. Came back to location 2 days later and decided camera couldn't be utilized, I tried to return camera which I never had position of and was told I couldn't return and to deal with acima. Spoke with acima and they refused to yale camera back I also stated that installation was also never done and were charged that thru service location and after several phone calls to customer service they came up with a offer to remove $500 off bill and I told them that's great but what happens to the other $500 since I don't have any use for a camera. I am looking to give the merchandise back and only pay for tint.

  

  Business Response

  Date: 12/13/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by ***************** through the Better Business Bureau on December 12, 2024. We note Mr. ******* opted to settle his lease with us for less than the currently available purchase options on December 9, 2024. If Mr. ******* would like to initiate a return or take other actions on his lease, we request he contact our customer service department at **************.  

• Initial Complaint

  Date:12/11/2024

  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.

  Purchased a phone using acima leasing. I agreed to pay 194 something a month. Today, my account shows that this payment was taken out twice. I've been charged double. Called to have one of these charges removed, even spoke with a supervisor, and they refuse to reverse one of the charges. When a company says they'll charge one thing, they should absolutely not be charging more than that. I want this charge reversed. It's almost christmas and they've left me with nothing.

  

  Business Response

  Date: 12/12/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ****** ***** on December 11, 2024, through the Better Business Bureau (BBB). We investigated her complaint and provided the following response.  
  
  Pursuant to our records, on November 26, 2024, Ms. ***** entered an independent third-party retailer Phils Way to Prepaid (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. Pursuant to the Agreement, Acima Leasing is given the authorization to initiate an electronic fund transfer (EFT) over the *** network (or another network of our choosing) from any bank account (or if no bank account is specified, then any account or card) listed on the application, or subsequently authorize us to charge any card or bank account provided to us for such payment.  
  
  After investigation of the customers lease information, we determined that an additional one-time payment was made on December 7, *****, along with the renewal payment automatically scheduled for December 11, 2024, as permitted by the mentioned Agreement. The one-time payment from December 7, 2024, was still processing at the time the regular renewal payment was due. This resulted in both payment amounts, each for $196.38 ($185.26 including tax) to be withdrawn from the customers authorized bank account. Regarding these withdrawals, Ms. ***** contacted Acima Leasing and spoke to a representative and later, a supervisor, on December 11, 2024. 
  
  Ms. ***** desired resolution is a refund. We will grant this request, once one of the payments finishes processing ************ prefers to have automatic payments turned off, we encourage her to contact us to complete that action on her account. In addition to the refund request, Ms. ****** additional request is to be contacted by a representative higher than the supervisor they spoke to on the date they contacted us. This request will not be granted as the resolution requested by Ms. ***** has been completed. We confirm that we provided Ms. ***** all necessary disclosures, including all amounts were presented at the signing of the Agreement. 
  
  As we have provided a full response to Ms. ****** complaint, we consider this complaint closed. ************ has any additional questions regarding this response, or would like to receive clarification on payment options, she may contact our customer service department at **************. 
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22674616
  
  I am rejecting this response because:

  The amount had already cleared my bank when I was told they would not refund it. I do not trust this company to refund it. The payments  were already cleared when I called. I contacted ******* and reported the company. The bank put a stop payment and refunded me themselves. This issue is not over. I will be considering heavily if I want to keep this phone on the agreement or not. I will not work with a company that can't be trusted.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/11/2024

  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.

  Complaint against Acima Leasing I am filing this complaint due to ongoing issues with Acima Leasing's payment practices, which have caused me unnecessary fees and financial stress.Despite multiple requests to disable automatic payments, Acima continues to attempt unauthorized withdrawals from my account on the payment due date. To protect myself from unauthorized charges, I lock my debit card daily. When Acima attempts to withdraw funds without my approval, the transaction fails, resulting in additional fees charged to my accounteven when I make the payment manually on the same day.This practice is both unreasonable and predatory. Payments made on the due date should not incur penalties simply because I choose to pay manually rather than through automatic withdrawal. Acimas refusal to honor my request to turn off automatic payments has trapped me in a cycle of unnecessary fees and mounting debt.Additionally, every payment I make includes taxes and other charges, yet I am still penalized for ensuring that payments are made in a way that works best for me. This seems to be a deliberate attempt to exploit customers for additional revenue.I urge ********************************************* to resolve this issue immediately by:Disabling automatic payments as requested.Refunding all fees charged due to failed automatic withdrawal attempts on payments made on the due date.Improving transparency and flexibility in their payment process to prevent these issues for other ********************************* practices feel unfair and deceptive, and I hope the BBB will assist in holding the company accountable.Thank you for your attention to this matter.

  

  Business Response

  Date: 12/13/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ******* ******** on December 11, 2024, through the Better Business Bureau (BBB). We investigated his complaint and provided the following response.  
  
  Pursuant to our records, on November 26, 2024, Ms. ******** entered an independent third-party retailer A & A Tire & Wheel (the Retailer) located in ******, *****. 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 rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, Acima Leasing is given the authorization to initiate an electronic fund transfer (EFT) over the *** network (or another network of our choosing) from any bank account (or if no bank account is specified, then any account or card) listed on the application, or subsequently authorize us to charge any card or bank account provided to us for such payment. Regarding additional charges, Acima Leasing is permitted to include additional charges that are not included in renewal payments. These charges are as follows: i) $0.00 Processing Fee; ii) Costs of Lost/Destroyed/Damaged Property, iii) Repossession Costs; iv) Collection costs; v) Re-delivery costs; vi) $25.00 Returned Payment Fee (or the maximum amount permitted by law) for any payment that is returned to us unpaid; and vii) Late Payment Charges. If a renewal payment is delinquent for more than 7 business days, if the payment is due monthly, or 3 days if the payment is due more frequently than monthly, you will be assessed a fee of not less than $5 and not more than the lesser of $10 or 10% of the delinquent payment amount. 
  
  After investigation of the customers lease information, we determined that the request to deactivate automatic payments was fulfilled on December 11, 2024, immediately after the customer had called to request the deactivation of the payments. Prior to the call Mr. ******** had scheduled one-time payments to keep the account current, with each failed payment having a $25 returned payment fee assessed. Additionally, a failed payment on November 29, 2024, was assessed a $5 late fee along with the $25 returned payment fee. The payment attempts were authorized by the customer, pursuant to the mentioned Agreement.  
  
  Ms. ********* desired resolution is a refund. We propose the following resolution: As the three of the four failed renewal payments were made up the same day with one-time payments, we agree to provide a rent credit to the account totaling $75 for the three returned payment fees per internal company policy. As the one-time payment scheduled on November 29, 2024, failed, this payment would not be eligible for a rent credit. In addition to the refund request, Mr. ********* additional request is to have automatic payments turned off. This request has already been completed as of the date that Mr. ******** contacted us on December 11, 2024. We confirm that we provided Mr. ******** all necessary disclosures, including all amounts were presented at the signing of the Agreement. 
  
  As we have provided a full response to Mr. ********* complaint, we consider this complaint closed. If Mr. ******** has any additional questions regarding this response, or would like to receive clarification on payment options, he may contact our customer service department at **************.