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:11/20/2024

  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 am writing regarding an account reported under your name on my credit report that I do not recognize. This account was fraudulently opened without my consent, as I am a victim of identity theft.Details of the account are as follows:Account Number: ******* Opened Date: 01-28-2020 Balance: $1,840.00 I have reported this incident to *****************. Please investigate this account and remove it from my credit report. I also request written confirmation of your findings and the resolution.

  

  Business Response

  Date: 11/20/2024

  ****************** ******** alleges identity theft. We conducted a preliminary investigation into Mr. ********* 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 Mr. ******** 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, Mr. ******** 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. Mr. ******** may contact Acima Leasings customer service at ************** with any additional questions. 
  

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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.

  LTo Whom It May Concern,I am filing this complaint against Acima Credit due to their failure to resolve an issue that has prevented me from completing my order. Despite the problem being caused by an error on Acimas part, they have not taken adequate steps to correct the situation, leaving me frustrated and inconvenienced.I attempted to use Acimas platform to complete a purchase, but due to a system error or mismanagement on their end, I was unable to finalize my order. I reached out to their customer service team for assistance, expecting a prompt resolution. However, I have received little to no help, and my issue remains unresolved.This situation has not only caused delays in obtaining the item I needed but also reflects poorly on Acimas commitment to customer satisfaction. It is unacceptable for a company to fail in delivering on its promises and to disregard the concerns of its customers.I am requesting the ************* full review and explanation of the error that occurred.2.Immediate corrective action to enable me to complete my order.3.An assurance that steps are being taken to prevent similar issues for other customers in the future.I trust that filing this complaint with the Better Business Bureau will prompt Acima to take my concerns seriously and provide a resolution in a timely manner. I look forward to hearing from both Acima and the BBB regarding this matter.Thank you for your assistance.

  

  Business Response

  Date: 11/20/2024

  Ms. ****** complaint primarily deals with the fact that Acima Leasing did not reissue her approval for our leasing services after her submission of an application. 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 re-approved for our services.   
  
  Ms. ****** desired resolution is a full review, explanation, and an override of our denial decision. We will not grant this request. Acima Leasings underwriting and approval process contains proprietary information. Additionally, Acima Leasing is not obligated to issue approvals for our services. If Ms. ***** wishes to utilize our services, we encourage her to apply 30 days after her last denial with Acima Leasing. Ms. ***** may contact our processing department at ************** with any additional questions.  

• Initial Complaint

  Date:11/15/2024

  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 am writing to report an unauthorized account with ******************** FKA SIMP, opened on 07/25/2019, under account number *******, that appears on my ********************** report. As a victim of identity theft, I did not authorize this account. I have filed an official complaint with the ************************ (***) and ***************** regarding this matter.Enclosed are copies of my complaint and supporting documentation. I respectfully ask that you investigate this case and ensure that any inaccurate or fraudulent information related to this account is removed from my credit report.Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 11/15/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by ******************** ******, stating she is the victim of identity theft. We note that Ms. ****** did not include any attachments in her complaint. We kindly request that Ms. ****** provide us with a copy of the indicated ************************ (***) Identity Theft Affidavit to ******************************* so we may investigate further. We conducted a preliminary investigation upon receipt of this complaint and, as a precaution, removed our reporting from Experian. Upon receipt of the indicated documentation, we will investigate further and, if the lease is determined to have been created as a result of fraud, terminate it. Absent additional documentation, we cannot terminate the lease. Ms. ****** may direct additional questions to our customer service department at **************.  

• Initial Complaint

  Date:11/14/2024

  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 use this product yesterday for a car repair and was given a final ninety day payoff date yesterday which changed overnight. The date changed by two days. Went from the thirteenth to the eleventh. When I called to discuss it with them, they asked if I had proof. They said they had no way to change it and that is not true. Something needs to be done about this.

  

  Business Response

  Date: 11/15/2024

  Ms. ****** ********** indicates she believes her 90-day early purchase option deadline was February 13, 2025, rather than February 11, 2025. We note that the 90-day early-purchase option is 90 days from the date of delivery. As Ms. ********** received the property on November 13, 2024, and there are 31 days in both December and January, 90 days from November 13, 2024, is February 11, 2024. However, as a courtesy, we have extended her 90-day early-purchase option to February 13, 2024. This change is reflected in our system.  
   
  We hope this resolution assists Ms. *********** If she has additional questions, she may contact our customer service department at **************.  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22555908
  
  I am rejecting this response because:Call this morning to ACIMA and spoke to

  A supervisor named *****.  She fixed my date back to the original date. But she said nothing about the taxes.I refuse to pay almost two hundred dollars in taxes.

  That were already paid to the repair shop. I let her

  Know once I paid this off the account I would close the account.  

  If you have any questions for me at all you are very welcome to call me

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

  

  Business Response

  Date: 11/19/2024

  We reviewed Ms. *********** lease and confirm her 90 -Day early-purchase option is still February 13, 2025, as indicated in our prior response. We note that the agent Ms. ********** worked with during her call on November 18, 2024, assisted her with her payment frequency and primary payment method. We further note that taxes are required by the state of ******* and are indicated in the rental-purchase agreement. As Ms. ********** does not present any additional call to action in her complaint and has been working directly with our customer service department, we consider this complaint closed. Ms. ********** may contact our customer service department at ************** with additional questions.  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22555908
  
  I am rejecting this response because:
  II.

  Never received the rental purchase agreement.When I first did my repair at the repair shop. They said they emailed it to me and I never received it.I even the next day asked for it to be sent to me and still had not relieved it. I do not agree with the amount of taxes on the lease agreement. The taxes should only have been paid to the repair shop. 
  

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

  

  Business Response

  Date: 11/25/2024

  Acima Leasing received the second rejection of our response by Ms. *********** We reached out to Ms. ********** directly to provide information, and consider this complaint closed.  

• Initial Complaint

  Date:11/13/2024

  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.

  ********* store guy signed up on my phone. Said 100 days no interest if you pay off total purchase price. ********* store got paid off. Never sent a contract . Delivered furniture. Acima was called several times a week to pay off furniture. Aciema refused to take full payment, then doubled the tripled the quadrupled the price of a $900 couch into over $50000. We tried to retirn the furniture after Aciema would not take the no interest payment. Instead they kept sending more and more compound interest and lied to out bank.

  

  Business Response

  Date: 11/14/2024

  Acima Leasing was unable to locate a lease matching the identifying information provided by Ms. ***** ******* We kindly request that Ms. ****** provide the identifying or contact information provided on her application for Acima Leasings services. Ms. ****** may provide this through the Better Business Bureaus portal. Upon receipt of sufficient information, we will locate the lease in question and assist Ms. ******* Ms. ****** may alternatively contact our customer service department at ***************  

• Initial Complaint

  Date:11/12/2024

  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 think that I have been a victim of identity theft. I have been receiving emails from Acima Leasing stating that I took out a loan with their business for an **** and signed up for their benefits program. This is not something that I did. I contacted my local police. They told me that because the address where the IPad was being shipped to is in an entirely different state if, after they conduct their initial investigation, they suggested that I file an official complaint with the police in the county where the person lives. I have reached out to Acima multiple times explaining the situation and asking them to cancel the lease and also make a note on their account that nothing else can be taken out in my name. They are refusing to work with me unless I provide them with either a copy of my government issued ID (which the police told me to not give them any more of my personal information) or an official copy of the police report. Which I also don't have right now since my local police are, at this point, only conducting an initial investigation.

  

  Business Response

  Date: 11/12/2024

  Ms. ******* ******** states she believes herself to be a victim of identity theft. Pursuant to our records, on November 7, 2024, Ms. ******** applied for and was approved to utilize our leasing services at **********. On that same date, she selected an iPad (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, execute an early purchase option, or terminate as outlined within the Agreement. 
  
  Acima takes fraud allegations very seriously. Upon initial notice of Ms. ********* allegations of identity theft, we conducted an investigation and found no evidence that fraud took place. As such, we requested Ms. ******** file a police report and provide us with a full and complete copy of the same at ****************************** so we can continue our investigation of this lease. Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease. 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 customer service at ************** with additional questions. 

• Initial Complaint

  Date:11/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ACIMA DIGITAL FKA SIMP, I do not have a contract with ACIMA DIGITAL FKA SIMP and they did not provide me with the original contract as i requested

  

  Business Response

  Date: 11/12/2024

  Mr. ************ alleges he does not have a contract with Acima. Pursuant to our records on October 1, 2019, Mr. ************ entered an independent third-party retailer ************** (the Retailer) located in *******, *****. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. ************ selected 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. Alternatively, he could execute an early purchase option or terminate as outlined within the Agreement. 
  
  Mr. ************ claims [he is] not liable for this debt. He does not provide further explanation as to why he believes he is not liable for this lease. If Mr. ************ is alleging identity theft, we request that he provide us with any documentation substantiating his allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact it is a fraudulent lease, 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. 
  
  Mr. ************ claims we did not provide him with the original contract as he requested. We reviewed Mr. ************* lease account and we do not have a record of his requesting the original Agreement. We confirm the Agreement is accessible by logging into our customer portal at ************************************************;
  
  As we are awaiting additional documentation, we consider this complaint closed. If Mr. ************ has any questions or concerns in regard to his Agreement or would like to explore any purchase, termination, or settlement options that may be available to him, he may contact our customer service department by phone at **************. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22544092
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****-******

  Customer Answer

  Date: 11/13/2024

  Im not aware of any debts or contracts I have with ACIMA 

  

  Business Response

  Date: 11/13/2024

  Acima Leasing confirms we previously provided Mr. ************ sufficient information regarding the lease in question, as well as steps to take should he believe this lease is a result of identity theft.  
   
  Mr. ************ requests a removal of our reporting. We will not grant this request. We investigated our reporting and confirm it is accurate in its entirety. Mr. ************ may direct additional questions regarding his reporting to **********************************************************  
   
  As we have provided Mr. ************ with information regarding his lease, access to his rental-purchase agreement, and steps to take regarding potential identity theft, we consider this complaint closed.  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22544092
  
  I am rejecting this response because:
  
  I decline. I no knowledge of any account with cima nor do I wish to communicate with cima anymore . 

  
  Sincerely,
  
  ****** *****-******

• Initial Complaint

  Date:11/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lease as of 8/24 - left the ring with ********** Fine Jewelry to get sized. 9/13/24 - called ACIMA to cancel lease due to finances. No resolution as of 11/7/24 told me that they can help because ***** sent a document that stating that I took the item. But was never the case and now want me to pay for something that I do not want.

  

  Business Response

  Date: 11/15/2024

  Acima Leasing (hereinafter us, we, our) received the complaint filed by Ms. ****** ***** through the Better Business Bureau on November 7, 2024. We investigated her allegations and are actively working to resolve this matter. We will contact her directly to discuss the steps we took to resolve her concerns.  

• Initial Complaint

  Date:11/01/2024

  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.

  Acct #*******. Bought tires at America's Tire in ******** ********** in 2021. Total charged showing on credit report was $6k+. When I called Acima, I told them we never charge anything except for the tires. I was informed that the changed was made in *******. We are retired and never been to *******. They don't want to work with us.

  

  Business Response

  Date: 11/06/2024

  Mr. ***** indicates he bought tires, but disagrees as to the amount listed on his credit report. In our recent communication with Mr. ****** he alleged this lease may be a result of fraud. Acima takes fraud allegations very seriously. We conducted a preliminary investigation into Mr. ****** fraud allegation and we could not determine whether the lease in question was created as a result of fraud. We request that Mr. ***** file a ************************ Identity Theft Affidavit (FTC Identity Theft Affidavit) and/or a police report, and provide a copy of the same to us at ******************************* Upon receipt of either a FTC Identity Theft Affidavit or a police report, we will again investigate Mr. ****** allegations. If the lease is determined to have been created as a result of fraud, we will terminate the lease. Absent additional information, we are unable to make a determination as to whether fraud occurred on this lease.   
  
  As we have provided Mr. ***** with further steps, and are awaiting additional documentation, we consider this complaint closed. If Mr. ***** has additional questions, he may contact our customer service department at **************.   

• Initial Complaint

  Date:10/31/2024

  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 purchased an article using the "Acima Financing" option which was presented by the *************** Front Employees. Upon giving information to Acima and filling out prompts for the financing; ************ information was requested by Acima, and several questions were asked and I chose a finance period for the purchase. I chose a three month period to pay the financing. As doing so, the Company Employee, stated and showed me the "90 Day No Interest Finance Option" As Shown on the Acima Flyers posted around the store Front and Company. Prior to completing agreement, I chose the 3 month period for payments. Upon checking my emails, I received no electronic receipt for the original purchase, finance, or agreement. I had to download the *** and check to find out, I was being charged about 1300$ more then the original purchase price. The company continued charging me up to a year later after the balance was paid off. Very deceiving and dishonest to do if they are advertising and have companies, and store front's advertising this 90-Day Option and they are taking advantage that way. This company Acima, should not operate this way, taking advantage of struggling hardworking individuals, I chose a 3 month option to pay off a 300$ item, and have gotten charged a total of about 1900$ so far ad they are requesting more a year later, as well as threatening my finances and credit when I called to get an understanding of why I was charged this much and why the original date and lease period I chose was changed by Acima to collect more money. In addition, Acima has created multiple holds and delays throughout the total time period to increase amount of payments they are receiving. This is a clear violation of

  

  Business Response

  Date: 10/31/2024

  Mr. ****** refers to our services as a financing option. Acima Leasing is not a financing option, nor do we claim or advertise our services as financing. Our services are rent-to-own transactions and are presented as such.  
  
  Mr. ****** has entered into six rent-to-own agreements with Acima Leasing. He has utilized a purchase option for four agreements and two remain open. We are unsure which agreement Mr. ****** is disputing. As such, we request he contact our customer service department at ************** for further assistance.