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:11/01/2024

  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. 

• Initial Complaint

  Date:10/30/2024

  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 express my frustration with recent challenges in trying to resolve my account payment. My experience with your customer service and phone system has been difficult, preventing me from making my payment on time and ************* original payoff date was set for 10/20. I attempted to pay online but accidentally used an outdated bank account. Since this occurred over the weekend, I couldnt reach support. When I contacted customer service on Monday, I was told that once the payment returned, I could resubmit it by 10/30. I confirmed this information was noted in my *************, I called to make the 10/20 payoff amount as agreed. I verified amounts with a representative, added my two forms of payment, and needed to call back to complete it. However, after calling back around seven times, I was disconnected each time after pressing option 3. I then used chat, where I was quoted a payoff amount nearly double the original, despite the prior agreement.When trying to pay online, the system added taxes, and I was unsure of the exact total, especially with two forms of payment. Each time I attempted to call back for clarification, I was disconnected, leaving me unable to resolve the issue due to technical and service-related obstacles.I request your assistance in honoring the 10/20 payoff amount recorded in my notes. Additionally, I hope that steps will be taken to resolve these phone disconnection issues and improve communication consistency. Please let me know how I can proceed with my payment today to ensure this payoff amount is honored.

  

  Business Response

  Date: 11/07/2024

  We have attempted to reach out to Ms. ********** directly to assist with her request but were unable to get in contact. We have elected to extend a courtesy to Ms. *********** We kindly request that she contact us at **************, so we may assist her in this matter.  

• Initial Complaint

  Date:10/30/2024

  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 did not authorize the below approval. I submitted a fraud against my credit report on their illegal 'soft enquiry'. How can anyone approve loan just on soft enquiry. I already have a credit freeze on all 3 credit bureau.Please cancel this immediately as this is fraud !!!!!28-Oct-2024 Sheetal K, you're approved to lease up to $2,725.00 * at Q Bueno K22.Your lease approval is good until:12/27/********* Q Bueno K22 Choose eligible merchandise up to a total of $2,725.00 *.Your lease approval ID # is ********.*ID not required at all participating merchant locations.Another email :Lease Number ******** First Payment Date : Wednesday, November 27, 2024 Renewal Payment Amount $587.12 + applicable taxes Renewal Payment Frequency monthly Early Purchase Option Amount $3,047.00 + applicable taxes

  

  Business Response

  Date: 10/31/2024

  Ms. ******* K alleges identity theft. Acima takes fraud allegations very seriously. We request Ms. ******* K 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 as an affected lease, to ******************************* Or, they may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate their 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 placed a pause of our reporting for 30 days while we await additional documentation. Please note, Experian is the only major credit bureau to which Acima reports. 
  As we are awaiting additional documentation, we consider this complaint closed. Ms. ******* K may contact Acima customer service at ************** with any additional questions. 
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22494851
  
  I am rejecting this response because: you should have NEVER approved the loan based on SOFT ENQUIRY - this is fraud on YOUR part.  You are not the effected party here.  

  
  Sincerely,
  XXXXXXXX

• Initial Complaint

  Date:10/30/2024

  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.

  On 10/24/24 Acima double charged me which resulted in my account going into the negative. Ive been calling since then and theyve given me the run around as far as refunding the money. And they are not honoring their word about giving me an extension until 11/18 to fully pay the account off. They are also trying to add extra fees on to the final cost.

  

  Business Response

  Date: 11/06/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. **** ***** through the Better Business Bureau on October 30, 2024. We have reached out directly to Mr. ***** and resolved this matter. If Mr. ***** has any additional questions, he may contact our customer service department at **************.   

• Initial Complaint

  Date:10/29/2024

  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.

  I Purchased Prescription Eyeglasses at ***** and ***** for $1200.00 they ***** and ***** Advice me to use Acima to Purchase them in June 2024 I thought I finished paying Acima this Leasing company is Fraudulent the are overpricing My Prescription eyeglasses I have Already paid them $1,752.00 and they want more Money they are a Horrible fraudulent is been a nightmare leasing with this Company they want to charge me $800.00 more I would like a Refund of $242.00 that I paid extra to Acima

  

  Business Response

  Date: 10/30/2024

  Acima Leasing (hereinafter us, we, our) received the complaint filed by Ms. ****** through the Better Business Bureau on October 29, 2024. We received the same complaint through an alternative complaint forum wherein we addressed her concerns in detail. Ms. ****** entered into a written contract in the form of a rental-purchase agreement that contained all disclosures mandated by applicable state law. By entering into the rental-purchase agreement, Ms. ****** agreed that in order to obtain ownership of the lease property, she would be required to execute one of the purchase options outlined within the Agreement. As of todays date, Ms. ****** has not executed a purchase option or terminated her Agreement. As such, we deny Ms. ******* allegations of overpayment. 
  
  If Ms. ****** has additional questions, she may contact our ******************* at **************.   

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22490057
  
  I am rejecting this response because: I had finished Making All my Payments in June of 2024 I made payments of ******** and Acima Digital keep Asking for More Payments I just Made another Payment of $242.00 in October and Acima wants more Money when you think you are Done They Ask for More Payments does the **** Approve of this Leasing Company Scamming People out of their Money and Over Pricing  Consumers Purchases I am  sure there is A Law that Protects Consumers from these Fraudulent Companies I want a Refund of $242.00 from Acima and I would like My Account Closed This is a Fraudulent Leasing Company and it Should Be Investigated and ***d the Government should Close this Leasing Company They are THIEVES People work hard for Their Money to be Robbed This Way Please Investigate and *** this Company get the ****************** and the Media Invollved so Acima should Stop Scamming Consumers out of their Money Sincerely 
  
  ******* ******

  

  Business Response

  Date: 11/07/2024

  Again, by entering into the rental-purchase agreement, Ms. ****** agreed that in order to obtain ownership of the leased property, she would be required to execute one of the purchase options outlined within the Agreement. Further, we confirm the rental-purchase agreement abides by federal and state laws and regulations. As of todays date, Ms. ****** has not executed a purchase option or terminated her Agreement. As such, we deny Ms. ******* allegations of overpayment. 
  
  We consider this matter closed as we previously addressed Ms. ******* allegations and she has not made additional allegations. If Ms. ****** has further questions she may contact our customer service department at **************.   

• Initial Complaint

  Date:10/29/2024

  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.

  Subject: Unauthorized Account Due to Identity Theft Complaint:Upon reviewing my credit report, I found an unauthorized account listed under "******************** FKA SIMPLE" (Account Number: *******, opened on 9/11/2019, with a balance of $1,412) that does not belong to me. I am a victim of identity theft, and this account was opened without my knowledge or consent, impacting my credit score.I request BBB's assistance in reaching out to ACIMA DIGITAL FKA SIMPLE to ensure this fraudulent account is removed from my credit report. I have attached supporting documentation, including my ***************** report and CFPB complaint, to validate my identity theft claim.Thank you for your assistance in addressing this matter.

  

  Business Response

  Date: 10/30/2024

  We were unable to locate a lease account in our system matching the identifying information that Ms. ****** provided in her complaint. Ms. ****** may contact our customer service department by phone at ************** if she has any questions, or if she would like to assist our agents in attempting to locate a lease account associated with her information. Additionally, Acima takes fraud allegations very seriously. If Ms. ****** believes her identity was used to fraudulently create a lease, we request she files a police report and provides us with a full and complete copy of the same at ******************************* If it is determined that the lease is in fact fraudulent, we will terminate the 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.   

• Initial Complaint

  Date:10/28/2024

  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.

  Used there leasing service to purchase a computer from amazon.The computer was lost by **** talked with acima in may was told I would receive a refund as soon as Amazon refunded to acima,Talked to them on 10/28/2024. They have stated that I was not going to receive a refund because *** lost the item in ***** and to file a police report.I have talked to *** in May and they said to talk to ******, I talked to ****** who could not help me because the items where purchases through acima and could not talk to me because I was not the purchaser.

  

  Business Response

  Date: 11/07/2024

  We investigated ****************** allegations of non-delivery, and the information provided by ****** concerning the shipment. Pursuant to the available records, Amazon reflects the property as delivered in full, however, we were unable to obtain a tracking number for the shipment. As we are unable to confirm the location of the merchandise, we have terminated the lease in question and refunded all rent payments made. Mr. ****** may contact our customer service department at ************** with additional questions.  

• Initial Complaint

  Date:10/28/2024

  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 formally dispute an account listed on my ********************** report from ACIMA DIGITAL FKA SIMP, as I am a victim of identity theft. I have filed a complaint with ***************** regarding this matter.Upon reviewing my credit report, I identified the following account that is not mine:Opened DateAccount NumberAmount 06/01/201921918**$1,663.00 This account is fraudulent and was opened without my knowledge or consent. I request that this account be investigated and removed from my credit report promptly.

  

  Business Response

  Date: 10/28/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ****** ***** on October 28, 2024, through the Better Business Bureau. We note that the identifying information provided by Ms. ***** does not sufficiently match a lease in our system. Additionally, Ms. ***** did not provide proof of the alleged reporting. We searched our records upon receipt of this complaint and confirm we are not reporting any lease matching the identifying information provided by Ms. ****** If Ms. ***** believes that a lease is being reported on her credit report that is the result of fraud or ID theft, we ask that she contact our fraud team at ******************************* We additionally request that she provide us with a copy of the ************************ Identity Theft Affidavit that she indicates was filed at the above email address, so we may investigate further.  
  Ms. ***** may contact our customer service department at ************** with additional questions.  

• Initial Complaint

  Date:10/25/2024

  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 found this company on fabcebook where I paid $20 down on a mattress I signed a contract, I didn't receive what I picked out in the warehouse, I've been trying to return them since the week I got them and I'm being told that I have to donate them to someone and pay to complete the transaction.

  

  Business Response

  Date: 10/31/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Ms. ******* ****** through the Better Business Bureau (BBB) on October 25, 2024. 
  
  On October 25, 2024, Ms. ****** contacted Acima Leasing to request a return of the leased property because it was not comfortable. In accordance with paragraph 9 of her rental-purchase agreement, we provided her with instructions on surrendering the leased property. 
  
  Ms. ****** alleges she did not receive the correct property. The receipt of this complaint is the first notice of such an allegation. To assist her further and resolve the issue promptly, we ask that she provide evidence through the BBBs portal or to ************************************ of the alleged incorrect property. 
  
  Ms. ****** may contact our resolutions department at ************** with any additional questions.