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:10/11/2024

  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.

  I have recently discovered that Acima is reporting an outstanding balance on my account, despite the fact that this account was settled over 30 days ago. I have contacted Acima directly and provided them with documentation of the settlement, but the incorrect information remains on my credit report. They failed to update my credit report with the current account balance. I have taken the following steps to resolve this issue:Submitted a dispute to the credit bureau(s) reporting the incorrect information.Attempted to resolve the matter directly with Acima.Despite these efforts, I have not seen any resolution, and the inaccurate information remains on my report.

  

  Business Response

  Date: 10/11/2024

  We confirm Ms. ****** settled her lease for less than the full balance on September 5, 2024. Acima is not in control of when Experian updates its credit reports. Nonetheless, upon receipt of this complaint, we submitted a request to Experian to have this Acima tradeline reflect a settled status. The AUD control number for this request is 1973836. 
  
  As we granted Ms. ****** listed desired settlement, we consider this matter closed. If Ms. ****** has general questions regarding her settled lease, she may contact our customer service department at **************. 

• Initial Complaint

  Date:10/11/2024

  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.

  Subject: Complaint Regarding Fraudulent Accounts Due to Identity Theft To Whom It May Concern,I am writing to file a formal complaint regarding fraudulent activities on my credit report. I am a victim of identity theft, and as a result, two accounts have been erroneously opened under my name without my authorization.The details of the fraudulent accounts are as ********************************: ACIMA DIGITAL FKA SIMP Opened Date: 05/01/2019 Account Number: *******Higher **********************: *****************************: ******************** FKA SIMP Opened Date: 03/01/2019 Account Number: *******Higher **********************: $1,031 I have already taken steps to address this identity theft issue by filing a complaint with ***************** and disputing these accounts with the relevant credit bureaus. Despite these efforts, these accounts remain on my ********************** report, causing undue harm to my credit score and financial reputation.I request the Better Business Bureau's assistance in resolving this matter promptly. I would appreciate your help in contacting the creditor to verify the fraudulent nature of these accounts and to have them removed from my credit report immediately.Thank you for your time and support.

  

  Business Response

  Date: 10/11/2024

  Ms. ********* ******* Moraes alleges identity theft. Acima takes fraud allegations very seriously. We request Ms. ****** file a police report and provide us with a full and complete copy of the same so we may continue our investigation of these leases. We request she send a copy of the police report, which must include Acima as an affected lease, to ******************************* ************* may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that these leases are in fact fraudulent, we will terminate them and remove all reporting from the credit bureau. Absent proof of fraudulent activity, we will not terminate these leases 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. ****** may contact Acima customer service at ************** with any additional questions. 

• Initial Complaint

  Date:10/10/2024

  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 Sept 27th i agreed to a settlement with Acima Leasing thru Bobs Discount Furniture for $400 made in 3 payments beginning on Oct 11 2024. There was a payment due of $247.00 due on Sept 30 2024 on previous agreement. I asked the lady on the phone several times and the ladies present in office at Bobs discount furniture if the payment on prior agreement would still be auto withdrawn she told me No I asked again if the new agreement for $400 included the $247, she stated No i would only owe $400 total to b paid in 3payments beginning on October 11 2024. I agreed over the phone to the settlement. Sept 30 2024 there was no attempt to auto pay the $247 like the lady informed me. My sons *** is auto deposited to our bank account on the 1st of each month. When i checked account balance before going to grocery store i was shocked to see a payment to Acima for $247.00 I went to Bobs Discount Furniture and they contacted customer service for ********************** thru chat Evntually i was given a phone number for customer resolutions. I went home and called the number i spoke to a man named **** who very rudely told me that the payment was already processing on the 27 th when i went to Bobs Discount furniture to inmate a return because I couldnt afford the payment therefore it couldnt b stopped. I explained to him that isnt what i was told when i spoke to ******** ******** on the 27th and agreed to the $400 settlement she didnt inform me of what he was saying and that i specifically asked did agreement include payment of $247 due on 30th of Sept along with the $400 she repeatedly told me No. I informed him that the money they took was my sons *** and is used to provide home with food each month He said he would see if i could get a one time I dont remember what he called it but it would allow me to get my sons food $ returned. He got back on phone and said No I couldnt have the money returned i asked to have call listened to i would call back in day or two

  

  Business Response

  Date: 10/15/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Ms. ***** ******* through the Better Business Bureau on October 10, 2024. We have reviewed the content of the complaint and ask that Ms. ******* contact our resolutions department at her earliest convenience, by calling **************.   

• Initial Complaint

  Date:10/10/2024

  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.

  Ive paid over 3 thousand dollars for an item that was only $900 in just late fees & taxes ..For an account that was fully paid within the 90 day period thats what the contract says.Its frustrating and truly disappointing to know theres conniving, con artists scam companies like this out there while we intrust in them with our money nonetheless our personal information ! Stealing our livelihood..Acima should be Shut Down immediately ! They need to be stopped

  

  Business Response

  Date: 10/11/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by ********* ** ***** through the Better Business Bureau on October 10, 2024. We investigated her complaint and provide the following response.  
   
  Ms. ** ***** alleges she paid over 3 thousand dollars for an item that was only $900 in just late fees and taxes. This is not accurate. We note that as of todays writing, Ms. ** ***** has paid a total of $3,299.50 before tax in rent. She has paid $292.83 in tax, and has paid no late or *** fees. Ms. ** ***** did accrue $95.00 in fees due to missed rent payments, however, on October 10, 2024, Ms. ** ***** elected to settle the Agreement with Acima, and as a courtesy these fees were waived. For clarification, Ms. ** ***** entered into a rental-purchase agreement (the Agreement) wherein she agreed to make rent renewal payments for property she selected and Acima purchased, until she either exercised a purchase or termination option. Ms. ** ***** agreed to make 12 rent renewal payments of $395.42 before tax per month, and would obtain ownership of the property automatically upon completion of these rent renewal payments. If Ms. ** ***** elected to pay each regular rent renewal payment and not utilize an early purchase option, she would pay $4,815.00 before tax. Alternatively, Ms. ** ***** could exercise an early purchase option at any time. We direct Ms. ** ***** to paragraph 4 of the Agreement regarding her purchase options. Ms. ** ***** may review a copy of the Agreement at any time by logging into the customer portal located at ****************************. 
  
  Ms. ** ***** alleges her account was fully paid within the 90 day period. This is not accurate. Ms. ** ***** had a 90-Day early-purchase option (90-Day EPO) that would allow her to obtain ownership of the property within the first 90 days by paying $2,450.50 before tax. This option was available to Ms. ** ***** through April 3, 2024. Acima also allows a 7-day extension of this option for an additional $100.00 fee for customers. We note that Ms. ** ***** attempted to utilize this option on April 6, 2024, however, she had a rent renewal payment in the amount of $430.51 including tax, processing on that date which later failed, as such she did not successfully exercise this option. On August 20, 2024, Ms. ** ***** contacted us and we agreed to allow her to meet the 90-Day EPO amount as a courtesy, available through August 30, 2024. Ms. ** ***** did not pay the remaining amount to meet her 90-Day EPO within that timeframe, and this additional courtesy extension expired and was no longer available. On October 10, 2024, Ms. ** ***** agreed to settle her lease with Acima for less than the currently available early-purchase option, and made a final payment. ***************** has obtained ownership of the property and has no further payment obligations to Acima.  
   
  Ms. ** ***** requested no further contact from Acima, as such we placed a do-not-contact order on her lease upon receipt of this complaint. She will not receive any further communication from Acima.  
  
  We find it unfortunate that Ms. ** ***** is dissatisfied with the terms of the Agreement she entered into, and the assistance that Acima provided to her. Please note, Acima is not obligated to offer extensions or settlement options under the Agreement, however, we may do so as a courtesy, and we elected to do so for Ms. ** *****. If Ms. ** ***** has any additional questions, she may contact us directly at **************. 

• Initial Complaint

  Date:10/09/2024

  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.

  I tried to call & reschedule my payment 3-4 days ahead 10/15, the first time ever I tried & was denied. Because they couldn’t reschedule my payment, it required me to go get another loan today to pay Acima & interest on it! No hospitality & bad customer service I’d like a billing adjustment for $50 due to this inconvenience & interest on my new loan

  

  Business Response

  Date: 10/10/2024

  Ms. ******** called in on October 9, 2024, and requested to reschedule her upcoming rent renewal payment on October 10, 2024. We informed Ms. ******** that we could not accommodate this request because we require at least 3 business days of notice before the payment is scheduled, for us to reasonably act on any request to modify payments, as stated in paragraph 14 of the rental-purchase Agreement. Given these facts, we confirm Ms. ******** is not entitled to a billing adjustment and consider this matter closed. 
  If Ms. ******** has additional questions, she may contact our customer service department at ###-###-####.  

• Initial Complaint

  Date:10/06/2024

  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.

  I've never had an Acima account and its reporting on my credit report please remove the fraudulent account off my Experian report

  

  Business Response

  Date: 10/07/2024

  Acima Leasing (hereinafter “us,” “we,” “our” and “Acima”) received the complaint filed by Mr. Christopher Jones through the Better Business Bureau on October 6, 2024. We investigated his complaint and prepared the following response.    
  
  Mr. Jones alleges “[he has] never had an Acima account.” Pursuant to our records, on October 8, 2018, Mr. Jones entered an independent third-party retailer – Mile High Wheels (the “Retailer”) – located in Aurora, Colorado. While with the Retailer, he applied and was approved for our leasing services. On that same date, Mr. Jones selected tires (the “Property”). Acima purchased the Property, and Mr. Jones electronically entered into a rental-purchase agreement (the “Agreement”) wherein he agreed to rent the Property from Acima. 
  
  Mr. Jones alleges identity theft. We have reason to believe that the lease in question belongs to him. However, Acima takes identity theft allegations seriously. We request Mr. Jones file a police report and provide us with a full and complete copy of the same to [email protected]. Alternatively, Mr. Jones may provide us with a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). Upon receipt of the requested documentation, we will further investigate the allegation. If it is determined that this lease is, in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent additional information, we are unable to make a determination as to whether fraud occurred on the lease in question.  
  
  As we are awaiting additional documentation, we consider this complaint closed. If Mr. Jones has any additional questions regarding this response or obtains the requested supporting documentation, he may contact our fraud department at [email protected]. 
  

• Initial Complaint

  Date:10/04/2024

  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.

  Was charged 566 in total the employee didnt tell me that by changing my payment date that I had to pay another payment when it was only 3 days later so I was suppose to pay 235 plus tax but was charged way more and I informed them I cant afford to pay that I have bill I need to pay they will be shut off if I cant pay so I told them I wanted to refund on the 314 dollar payment because I cant afford it was told no

  

  Business Response

  Date: 10/11/2024

  We investigated Ms. ****** ******** complaint, and have granted her request for a refund of the October 3, 2024, payment of $314.85. Please note, we confirm Ms. ******* did initially authorize this payment. As Ms. ******** lease was past-due at the time the payment was made, and that payment has now been refunded, her lease is again past due. She may contact Acima at ************** with any additional questions, and to bring her lease current.  

• Initial Complaint

  Date:10/03/2024

  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 was charged by this company having never done business with them. When I contacted them I was told I would have to file a police report and then they requested more personal information including my social security number and Bank account information.

  

  Business Response

  Date: 10/07/2024

  If Ms. Aimee Rambin believes a lease to have been created as a result of fraud, we ask that she provide a copy of a police report and/or a Federal Trade Commission Identity Theft Affidavit to us at [email protected]. Acima takes fraud allegations very seriously, and if the lease is discovered to have been created as a result of fraud, if applicable, we will remove our reporting and terminate the lease in question. With the absence of additional evidence, we are unable to make a determination as to whether fraud occurred.   
  
  As we are awaiting supporting documentation, we consider this complaint closed. If Ms. Rambin has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at [email protected]. 
  
  
   

• Initial Complaint

  Date:09/30/2024

  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.

  Unaware of account with this company.

  

  Business Response

  Date: 10/01/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Mr. ******* ***** through the Better Business Bureau on September 30, 2024. We investigated this complaint and provide the following response.  
  
  Pursuant to our records, on September 4, 2024, Mr. ***** entered an independent third-party retailer S&G Customs (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 purchased the Property, and Mr. ***** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. 
  
  Acima takes fraud allegations very seriously. If Mr. ***** believes his identity was used to fraudulently create this lease, we request he files a police report and provides us with a full and complete copy of the same at ******************************* Upon receipt of the requested documentation, we will further investigate his 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. If Mr. ***** has any additional questions regarding this response or obtains the requested supporting documentation, he may contact our fraud department at ******************************* 

• Initial Complaint

  Date:09/27/2024

  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.

  8/28/24 I placed an order for furniture through Acima for ****** Furniture and was approved and told I would be contacted shortly to set up delivery. After 2 weeks no call and no information at all I called Acima and was told the furniture was coming from ** the 17th. Never came. Called told 9/23 never came called told call next week. Canceled and now they caused such harm to my credit they canceled the approval completely and now I cant get approval anywhere! So many calls and being brushed off now I have no furniture and no company is willing to work with me for financing!!!

  

  Business Response

  Date: 09/30/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by **** ******** through the Better Business Bureau on September 27, 2024. Pursuant to her request, we initiated the cancellation process on September 27, 2024. Please note, Acima does not report to credit. Acima conducts a soft pull at the time of application for the purposes of; evaluating the application, confirming identity, and avoiding fraudulent transactions. Additionally, please note the cancellation has not yet been completed, we are awaiting confirmation from the retailer. Ms. ******** may contact our processing department at ************** with any additional questions or concerns.  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22350612
  
  I am rejecting this response because: First my name is not **** as you can plainly see. Second, nothing but misinformation was repeatedly given to me after an entire month of being brushed off with NONE of what I was told being done.  You say you do not report to credit bureaus however, whether a soft or hard pull it does in fact impact credit and I have no idea what you did when you canceled the order.  I still wanted to use the approval and go in person to the retailer rather than deal with the absolute nightmare you provided online. Instead you canceled the entire approval and since that I have been rejected from other companies and cannot purchase the furniture I planned which is why I had donated my old furniture so currently I have nothing. The fact that I was misinformed MULTIPLE times and just kept being given the run around all while ****** Furniture never had any record of any order is bad practice and horrible service. Not one person has done anything for the massive inconvenience this has all cost me. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/02/2024

  We apologize for listing ********************** name incorrectly in our prior response. Please note, Acima is unable to speak to other companies approval and denial practices. Pursuant to our notes from September 27, 2024, Ms. ******** requested to shop in-store rather than utilizing the approval through Acima, as such we are working to cancel this application. Ms. ******** may contact our processing department at ************** with additional questions regarding the application process, updates and further steps, should she wish to utilize our services.