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:12/06/2024

  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.

  First 3 purchases ( April through September) using Acima they charged me $53 to start each of those first lease. * PAY WITHIN ****************************************************************************** less than 60 days. Dec 6, 2025 I used them again to purchase 2 sofas. Same deal.When the bill showed up on their website they had charged twice for their service. $59 service charge as usual which must be paid in the store to Acima, and another $200 service charge for Acima showedup on their website. I tried calling for a manager and they kept hanging up, I tried the chat line on their website and they kept putting me on hold, I typed my issue in the while waiting to transferred was transferred to a manager who put me permanent hold. I have since read some reviews about Acima, I should read those before doing any business with them. They've been sued 3 times for illegal billing. But the first 3 times went fine. I would have thought they'd be happy to get paid so fast. What other regulatory agency can I contact if this is resolved her ?

  

  Business Response

  Date: 12/09/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ********* ***** through the Better Business Bureau on December 6, 2024. We investigated Mr. ***** complaint and provide the following response.  
  Mr. ***** alleges he utilized PAY WITHIN 90 DAYS SAME AS CASH NO INTEREST. Acima Leasing does not offer same-as-cash purchase options, nor do we advertise ourselves as no interest. The first page of Mr. ***** rental-purchase agreement explicitly states, This transaction is a rental-purchase agreement (Agreement) with Acima or its subsidiary. This is not a loan or credit transaction. The Agreement includes a 90 day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailer's sale price and not same as cash. Moreover, the cost of leasing cannot be construed as interest, as the cost is set forth at the initiation of the agreement and has not and will not change. We confirm the cost of leasing was disclosed prior to Mr. ***** electing to enter into the Agreement. 
   
  The initial rent payments that Mr. ***** described are determined by several factors, as is the first early-purchase option fee. We note that Mr. ***** has had similar initial rent payments for each of his four leases, and the first early-purchase option fee has been commensurate with the cost of the merchandise he selected. The terms and conditions of Mr. ***** rental-purchase agreements have not changed.  
  We apologize for any difficulties Mr. ***** had reaching our customer service department and note that Mr. ***** chatted in using our chat feature on December 5, 2024, and December 6, 2024. Mr. ***** may reach out to our customer service department by phone at ************** with any additional questions. Our contact hours are listed on *****************************************************;

• Initial Complaint

  Date:12/05/2024

  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.

  Took out loan to buy ring. the jewelers name that Acima paid was MJ jewelry. I NEVER received my ring. I tried for 30 days to get hold of jewelry so DID Acima. Every ti.e i called Acima they would say call us back next week. It's been 30 days and they can't get a hold of MJ jewelry either. They are still telling me to call back in a week.

  

  Business Response

  Date: 12/09/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******* ***** on December 5, 2024, through the Better Business Bureau regarding alleged non-delivery of property she selected. We investigated Ms. ****** allegations and provide the following response.  
   
  Please note, Acima Leasing does not offer loan products. Ms. ***** entered into a lease-purchase agreement (the Agreement) with Acima Leasing.  
  Ms. ***** alleges she never received the property that was the subject matter of the Agreement. We note that on October 18, 2024, we sent Ms. ***** the following text message to the phone number she provided on her application for our services, To confirm you got your merchandise from MJ Jewelers - Dayton click ************************************************ or reply YES or NO. (Reply STOP to opt-out) Ms. ***** affirmatively replied that same date Yes. As such, we confirm she did, initially inform us she had the property, and we correctly started her rent payment pay schedule.  
  On November 7, 2024, Ms. ***** indicated she wished to cancel the Agreement, as she stated she did not yet have the property. Due to her prior affirmation of receipt, we are obligated to confirm with the retailer as well that the property was not delivered and then we can proceed with cancellation. Absent any response from the retailer to our inquiries and notices, we will proceed with cancellation after a period of time. We confirm we have been attempting to contact the retailer since Ms. ****** cancellation request, and on December 5, 2024, we reached out to the retailer for the final time with the notice of cancellation. Pending the response or lack thereof, the cancellation will be completed.  
  Ms. ***** may reach out to our resolutions department directly for updates at **************.  

• Initial Complaint

  Date:12/04/2024

  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.

  Signe dup with Acima at the suggestion of our car mechanic, who has always been solid and trustworthy with us. Everything was perfect up until I had about one hundred left to pay on my remaining balance of 850 for a set of tires. Well, magically I now have almost 700 of a 'discounted' price to pay off. Trying to cancel and return the tires leads to this whole runaround regarding donating. Asked to see a supervisor after being told they could only lower the remaining price to 300, at best and have been on hold with them for over an hour and will continue to whole until tomorrow if I have to. I just want to pay the remaining 120 left that was supposed to be the final payment nd be done with everything. I will never recommend this company to anyone and I will inform anyone who suggests them that they are not ethical and will try and get more money out of you in any way possible. Do not lease with these guys! They are a scam!

  

  Business Response

  Date: 12/05/2024

  Acima Leasing (hereinafter referred to as "we," "us," or "our") acknowledges receipt of the complaint filed by Ms. ******* ****** on December 4, 2024, through the Better Business Bureau (BBB). We have thoroughly investigated her complaint and provide the following response: 
  According to our records, on August 22, 2024, Ms. ****** visited an independent third-party retailer, ************* (the "Retailer"), located in *******, *******. During her visit, she applied for and was approved for our leasing services. On the same date, Ms. ****** selected leasable merchandise (the "Property"). Acima subsequently purchased the Property, and Ms. ****** electronically entered into a rental-purchase agreement (the "Agreement") wherein she agreed to rent the Property from Acima. 
  Pursuant to the Agreement, Ms. ****** could obtain ownership of the tires and alignment by executing any early purchase option outlined in the Agreement or by making 52 weekly renewal payments of $35.46, plus an initial rent payment of $10.00, totaling $1,853.49 (the "Total of Payments"). Alternatively, she had the option to terminate the Agreement at any time. We confirm that Ms. ****** was provided with a full copy of the Agreement at the time of entering the lease. Ms. ****** may also view a copy of the Agreement at any time by logging into the Acima customer portal at ***********************************************;
  On December 4, 2024, Ms. ****** elected to settle the lease with an agent for $304.80. As such, we consider this matter closed. 
  

• Initial Complaint

  Date:12/04/2024

  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.

  Under 15 U.S. Code 1681e (b)Accuracy of report Whenever a consumer reporting agency prepares a consumer report, it shall follow reasonable procedures to assure the maximum possible accuracy of the information concerning the individual about whom the report relates.
  15 U.S. Code 1681i (5)Treatment of inaccurate or unverifiable information(A)in general if, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall-i)promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and ii)promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.

  

  Business Response

  Date: 12/05/2024

  Ms. ****** ******’s desired resolution is a correction to their credit report. Ms. ****** does not state what information on their credit report is allegedly inaccurate. As such, Acima is unable to address their concerns. To the extent a response is required, Ms. ****** should file their dispute through the credit reporting agencies or by directly contacting Acima, identifying the alleged inaccuracies. Please note, Experian is the only major credit bureau to which Acima reports. 
  
  As we have addressed Ms. ******’s allegations, we consider this complaint closed. Ms. ****** may contact us at ###-###-#### with additional questions. 
  

  

  Business Response

  Date: 12/05/2024

  Ms. ****** ******’s desired resolution is a correction to their credit report. Ms. ****** does not state what information on their credit report is allegedly inaccurate. As such, Acima is unable to address their concerns. To the extent a response is required, Ms. ****** should file their dispute through the credit reporting agencies or by directly contacting Acima, identifying the alleged inaccuracies. Please note, Experian is the only major credit bureau to which Acima reports. 
  
  As we have addressed Ms. ******’s allegations, we consider this complaint closed. Ms. ****** may contact us at ###-###-#### with additional questions. 
  

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I hereby wish to state that I do not acknowledge the debt associated with the account as my own. I also request that any late payment related to this debt be removed, as I have no knowledge of or responsibility for such obligation. 

  
  

  I would appreciate it if you would investigate this case and provide me with written confirmation that the charge has been removed and that my credit history will not be affected. I am available for any additional clarification you may require.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I hereby wish to state that I do not acknowledge the debt associated with the account as my own. I also request that any late payment related to this debt be removed, as I have no knowledge of or responsibility for such obligation. 

  
  

  I would appreciate it if you would investigate this case and provide me with written confirmation that the charge has been removed and that my credit history will not be affected. I am available for any additional clarification you may require.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/03/2024

  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 have never heard of Acima leasing and have never leased anything but Im suddenly getting emails stating my lease is past due but when I call they refuse to give any information unless I give them personal information. I offered the lease number from the email and they still wouldnt give me any information.

  

  Business Response

  Date: 12/09/2024

  Acima takes fraud allegations very seriously. Upon receipt of this complaint, we conducted a preliminary investigation and were unable to determine if fraud occurred. If Ms. ******* believes her identity was used to create a lease fraudulently a lease, we request she file a police report and provide us with a full copy of the same at ******************************* Upon receipt of the requested documentation, we will investigate her allegation further. Once we receive the requested documentation we will investigate and take all appropriate action. Absent additional information, we are unable to make a determination as to whether fraud occurred.     
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. ******* has any additional questions regarding this response or obtains the requested supporting documentation, she  
  may contact our fraud department at ******************************* 

• Initial Complaint

  Date:12/03/2024

  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.

  Do not have any idea what this charge is for or how this company gained access to my bank account

  

  Business Response

  Date: 12/04/2024

  Acima Leasing received the complaint filed by Mr. *********** ****** on December 3, 2024. We take fraud allegations very seriously. 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. 
  

• Initial Complaint

  Date:12/03/2024

  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 have never contracted for any item with Acima. However, I continue to have recurrent charges of varying amounts ranging from $115.47 to $500 on a monthly basis. I was not aware of this company until the bills appeared on my credit card. My card has been replaced three times, with continued fraudulent charges, all of which have the name of Acima Digital LLC. As of today, the credit card company believes that the tracking method this company uses for credit cards has been deleted.

  

  Business Response

  Date: 12/04/2024

  Acima Leasing received the complaint filed by Ms. ****** ***** on December 3, 2024. We take fraud allegations very seriously. We request that Ms. ***** send a bank statement showing the errant charge to ******************************* We encourage Ms. Janas to file a police report and send a copy along with the bank statement. If Ms. Janas believes her identity was used to fraudulently create a lease, we request she 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.  
  Ms. Janas may contact us at ************ with any additional questions. 
  
  

• Initial Complaint

  Date:12/03/2024

  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 make payments every two weeks and every two weeks the payment amount is already showing Before I make my payment. Granted I have missed a couple of payments, but for the Last two years my payment amount has Always shown before I made my payment and ALL of a sudden when I made my payment and have caught my payments back up and paid the amount that was showing that was owed, I get an email saying I have a past due payment? I am not understanding how this would be so when my payment amounts always show up before I make my payment. Talked to a gentleman with Acima and he states that he doesn't know what happened? Why the payment didn't show up this time before and it has shown up before every other time. It seems to me that something fishy is going on!!!!!!! for the last two years my payment amount has shown up before now it's caught back up and they throw an extra payment on there after I made my payment? There are some unfair business practices going on!!!!! Balance shown is what was paid

  

  Business Response

  Date: 12/04/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Ms. ******* ****** through the Better Business Bureau on December 03, 2024. Ms. ****** states that her recent payment should have brought her account current but is instead reflecting a past-due balance. Pursuant to our records, Ms. ******* ****** is one rent payment past due. Ms. ****** may contact us at ************ with additional questions. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22629955
  
  I am rejecting this response because:
  Why is it that out of two years this one time the system didnt post my due payment. When I paid it showed that I had a purchase open balance of $3000 then all of a sudden I had a past due balance. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/06/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Ms. ******* ****** through the Better Business Bureau on December 03, 2024. Ms. ****** states that her recent payment should have brought her account current but is instead reflecting a past-due balance. Pursuant to our records, Ms. ******* ****** missed 2 payments and has since made 2 larger payments covering 1 of the missed payments as well as the late fees from the missed payments, resulting in her account being one rent payment past due. Ms. ****** may contact us at ************ with additional questions.    

• Initial Complaint

  Date:12/02/2024

  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.

  Acima leasing failed to uphold their end of an agreement. They were scheduled to come pick up my furniture. Arrangements were made for them to come out on two separate occasions first on November 23rd and then November 29th. On both occasions, they failed to show up and did not notify me. I was in the process of moving and the furniture could not be left at the property. Therefore, I was forced to pay the moving company extra to move the furniture as well as finding somewhere to store the furniture until they are able to retrieve it. I received no compensation of any kind from the company and no accountability was taken on their part. I raised the concern to upper management and unfortunately there was no resolution.

  

  Business Response

  Date: 12/12/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ****** ***** on December 2, 2024. We note Ms. ***** is in direct communication with our resolutions department regarding the pickup, and currently has a pickup scheduled for December 13, 2024.  
  
  We apologize for the difficulties Ms. ***** has had in getting this pickup scheduled, and confirm any payments processed after she requested the return on November 18, 2024, will be refunded to the original method of payment. We will continue to monitor this lease to confirm pickup, and consider this complaint open.  
   
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22629520
  
  I am rejecting this response because:

  After review of their response there are some inaccuracies in their account of the events. I spoke with a representative on Friday, December 13th approximately 4pm and the pick up was rescheduled for Monday December 16th between the hours of 10am-12pm. Acima leasing has yet again failed to retrieve the furniture scheduled for pickup on December 16th. I have not received any confirmation and the representative whom I spoke with on December 13th stated that she was unable to provide me with any form of confirmation regarding this scheduled pickup, but that the Acima leasing received confirmation for pickup on their end. I will be contacting Acima leasing again regarding this matter with the hopes that this issue will be resolved after several unsuccessful attempts of furniture retrieval.
  
  Sincerely,
  
  Lafeia *****

  

  Business Response

  Date: 12/17/2024

  We reviewed Ms. ****** complaint, and provide the additional response. We note that Ms. ***** may obtain the most accurate information by contacting Acima Leasing directly, and this is an ongoing resolution process.  
  As Ms. ***** currently has a pickup scheduled, we are simply waiting for the scheduled pickup to take place. She may contact our resolutions department directly at ************ for further assistance.  

• Initial Complaint

  Date:11/30/2024

  Type:Order 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.

  September ******, my husband and I decided to buy a bed from ****** Furniture, acima and progressive leasing. On September 3, I called our local store to cancel the purchase. I explained that the cost of financing was out of our ability to pay for the bed. I called Progressive Leasing and Acima. I told them the same thing. As the bed had to be shipped I didn't think anything more about the matter. I received a call sometime in October the bed was in. I called the distribution center and told them I had canceled the purchase. That news to them but they would take care of it. Acima started to send notes about payments missed. I talked to their resolution department. I told them at the moment, it was not affordable to cancel the purchase. They had to talk to ****** and would get back to me. More phones calls from the distribution center about the bed being at my house. It isn't and wasn't. I told them the store was supposed to cancel the purchase. They didn't, at that time. A call to progressive leasing-if I didn't have the bed I didn't have to pay. Yay for me and them. More harassment from Acima. More calls to the resolution center. The distribution center finally worked magic on their end, purchase canceled. For **** to today-the acima resolution center rewrote the contract using a date of November 20, 2024. I chatted with ***** from customer service. I assured her I did not make that purchase. I haven't been out of my house in a couple of weeks. Apparently, I am guessing, the resolution center did not want to cancel and rewrote the contract. I do not want the bed. I can't afford the bed at the moment. I will not pay for something I don't not possess.

  

  Business Response

  Date: 12/10/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ****** ***** on November 30, 2024, through the Better Business Bureau (BBB). Please note, Acima Leasing is not affiliated with ***********, and cannot answer any allegations directed at them.  
  We investigated Ms. ****** complaint, reached out to the retailer, and the retailer also confirmed that Ms. ***** does not have the property that is the subject matter of the rental-purchase agreement. As such, the lease has been canceled. Ms. ***** has no payment obligations to Acima Leasing.  
   
  Ms. ***** may direct further questions to our customer service department at **************.  

  Customer Answer

  Date: 12/11/2024

   
  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,
  
  ****** *****