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: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.

  I purchased furniture on 8/15/23 and agreed to pay weekly for 52 weeks. I completed my lease on 8/15/24 and received a call stating I had a past-due balance due to late fees and a declined payment fee. I asked for them to be waived and was told they do not waive fees. On 9/18 without my consent, they began to draft payments from my account again. When I advised them to remove my bank information so I could pay manually, I was told they could not. After further back and forth they removed it. When asked about the balance I was told $111 out of the $135 was fees and the rest was taxes. And to waive anything I'd have to pay $60 more today even though they took a $25 payment on 9/18 and 9/25. I believe they keep increasing the amount.

  

  Business Response

  Date: 09/30/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Mr. ******* ****** through the Better Business Bureau on September 27, 2024. Mr. ****** authorized regular rent renewal payments upon signing the Agreement. This authorization is valid until and unless Mr. ****** revokes that authorization. Acima is obligated to follow the agreed-upon terms and conditions of the Agreement, regarding automatically drafting payments. We confirm all payments were authorized, including the retried payment of the failed July 11, 2024, rent payment, which was initiated September 17, 2024.  
  
  Upon receipt of this complaint, we have reviewed his lease and, as a gesture of goodwill, we will waive all accrued late and returned payment fees, amounting to $111.00. After this courtesy, there is a remaining past-due rent amount of $22.61 before tax. If Mr. ****** has any questions or would like assistance in initiating a payment, he may contact our recovery department at **************.

• Initial Complaint

  Date:09/27/2024

  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 am writing to file a formal complaint against Acima Leasing regarding a misleading and unfair practice I encountered with their lease buyout program. I believe their actions constitute deceptive business practices.
  
  On 6/19/24, I entered into a lease agreement with Acima Leasing for jewelry I purchased and I was explicitly informed that I would have three months to complete the buyout and take ownership of the item. Under the impression that I had until the end of the three months, I called Acima on September 19, 2024, to proceed with the buyout. I was then informed that the actual deadline was exactly 90 days from the start of the agreement, which was September 16, 2024. As a result, I was charged an additional $100 to complete the buyout.
  
  Acima’s representatives refused to waive the $100 fee. Additionally, Acima has a policy that claims to offer a seven-day grace period; however, the charge of $100 within this so-called “grace period” feels contradictory and misleading, as I expected a penalty-free period in which to resolve the payment.
  
  I was never informed that the buyout deadline was exactly 90 days, nor was I clearly informed of the specifics of the grace period, which in practice penalizes customers. I believe Acima Leasing’s practices are deceptive and unfair, as they mislead customers regarding key financial terms and deadlines, and then impose punitive charges without sufficient clarity or transparency.
  
  I respectfully request that the BBB investigate Acima Leasing’s policies and actions, as I believe they are taking advantage of customers through unclear terms and unreasonable penalties. Their lack of transparency regarding the buyout deadlines and grace period terms puts consumers at a financial disadvantage, and their refusal to offer any leniency or flexibility to loyal customers is indicative of an unfair business model.
  
  I am seeking a refund of the $100 penalty I was charged.
  
  Thank you, **** *******
  ###-###-####
  ************************

  

  Business Response

  Date: 10/01/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Mr. **** ******* through the Better Business Bureau on September 27, 2024. We investigated this complaint and prepared the following response.
  
  Mr. ******* is requesting a refund regarding an extension fee charged. Pursuant to our records, Mr. ******* had a 90-day early-purchase option (“EPO”) available to him through September 16, 2024, which would allow him to purchase the leased merchandise (“Property”) by paying $895.00 before tax. Mr. ******* contacted Acima three days after this deadline, on September 16, 2024, and as a courtesy, Acima offered Mr. ******* the option to utilize the 90-day EPO for an additional seven days for a $100.00 fee. Please note, that Acima is not obligated to offer an extension under the Agreement; we provide this as a courtesy to help customers obtain ownership of the property early. This fee also does not constitute an increase to Mr. *******’s payment obligations, rather, it was less than the second EPO amount otherwise available at that time. Mr. ******* exercised the 90-day EPO with the extension on that date and has obtained ownership of the property. Mr. ******* has no further payment obligations to Acima.
  
  Mr. ******* alleges “[He] was never informed that the buyout deadline was exactly 90 days...” Acima denies this allegation. We confirm Mr. ******* was sent a 90-day EPO reminder email on June 26, 2024. The email was subjected “Early Purchase Reminder” and included the expiration date of September 16, 2024, as well as the purchase amount. We confirm this email was opened on June 27, 2024.
  
  Mr. ******* has listed monetary compensation as his desired resolution. We will not grant this request. There is no justifiable evidence to support his request for monetary compensation. As such, we confirm Mr. ******* is not due monetary compensation. 

  We hope this response clarifies the extension for Mr. *******’s 90-day EPO. As such, we consider this complaint closed. If Mr. ******* has any additional questions, he may contact our customer service department at ###-###-####.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22348582
  
  I am rejecting this response because:

  Dear Acima Leasing,

  
  

  I am writing in response to your letter dated October 1, 2024. While I appreciate your investigation into the matter, I am not satisfied with your response.

  
  

  As you stated, I had until September 16, 2024 to exercise the 90-day early purchase option (EPO). However, your response also acknowledges that I contacted Acima on September 16, 2024 to make the payment. Despite this, I was charged an additional $100 fee for the extension. The discrepancy lies in the fact that I contacted your company on the very date you specified as the deadline, which should not have triggered an additional fee.

  
  

  I understand that Acima is not obligated to offer an extension as a courtesy. However, based on the terms you outlined, I should not have been required to pay an additional fee for an extension when I acted within the timeframe provided.

  
  

  Therefore, I request that you reconsider your decision regarding this matter and provide a refund of the $100 extension fee. I trust that this will resolve the issue fairly.

  
  

  Thank you for your time and attention to this matter. I look forward to your prompt response.

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

  

  Business Response

  Date: 10/11/2024

  For clarification, Mr. ******** 90-day EPO expired on September 16, 2024 and he contacted Acima three days after this deadline, which is September 19, 2024. As such, Mr. ******* was properly charged a $100.00 extension fee to exercise his 90-day EPO. 
  
  If Mr. ******* has any additional questions, he may contact our customer service 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.

  I purchased an Adjustable base which cost me ******* in total at ***** Discount Furniture. A total of ******* was paid to date. I was told to sign up for Acima which I can make weekly payments. I signed up and was told to download the app. I never received a lease agreement nor was one signed by me. I went on the Acima app today and was told that I owe a total of ******* plus tax. I called Acima and they told me that it was apart of the lease agreement which I never received or signed. I refuse to pay them ******* for a product that only cost me ******* which I have the receipt from ***** Furniture. I called and spoke with ***** from the resolution department at Acima and was told that I can return the item but will not get a refund. He also stated that I should go to ***** discount furniture in ****** and make my complaint. My complaint is that I was never told nor received any paperwork that I would have to pay double the amount for this product.

  

  Business Response

  Date: 10/02/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Ms. ***** ****** through the Better Business Bureau on September 27, 2024. We reviewed her complaint and provide the following response.  
   
  Ms. ****** alleges she purchased an Adjustable base. Please note, Acima purchased the property that is the subject matter of the lease-purchase agreement Ms. ****** entered into. Ms. ****** does not obtain ownership of the property until she exercises a purchase option. On April 13, 2024, Ms. ****** entered an independent third-party retailer Bobs Discount Furniture (the Retailer) located in ******, *************. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ****** selected property described as ********** Base (the Property). Acima Leasing purchased the Property, and Ms. ****** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the ******************* could elect to make 52 weekly rent renewal payments of $86.38 before tax, plus an initial rent payment of $49.00 before tax, for a total of $4,540.32 (the Total of Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. 
  
  Ms. ****** had two early purchase options (EPOs) available to her under the Agreement. The first *** would allow her to purchase the Property by paying $2,244.19 before tax within 120 days of receiving the Property. The first EPO deadline was August 19, 2024. The second EPO is available at any time after the first 120 days, Ms. ****** may utilize it by making a lump sum payment equal to 65% of any remaining rent payments, plus any past-due rent.  
  
  Ms. ****** alleges she never received a lease agreement nor was one signed by [her]. Pursuant to our records, we sent Ms. ****** a text message on April 13, 2024, to the phone number listed on her application, **************. The text message read, Please click the link to finalize your application with Acima. (Reply STOP to unsubscribe) ************************************************. Ms. ****** clicked the link and was taken to a breakdown of her rent payment amounts, first EPO, and Total of Payments. Ms. ****** was then provided a full copy of the Agreement for her review. Ms. ****** provided her electronic signature on April 13, 2024, at 12:20 pm MT. Please note, an electronic signature is equally valid as a wet-ink signature, pursuant to the ***** Act. We confirm Ms. ****** was provided a full copy of the Agreement prior to signing. We additionally note that the phone number the Agreement was sent to, is the same number Ms. ****** indicated as hers in the BBB complaint, and she has called Acima from this phone number as well.  
  
  In addition, Acima sent Ms. ****** a welcome email on April 22, 2024, which directed Ms. ****** to the customer portal located at ******************************************. Ms. ****** is able to log into this portal at any time to view a full copy of the Agreement, and she is not required to utilize the Acima application to do so. If Ms. ****** is having difficulty reviewing a copy of the Agreement, she can request a copy be mailed to her by calling our customer service department at **************.  
  
  Ms. ****** alleges that the Property only cost [her] ******* from the Retailer. Please note, Ms. ****** elected to utilize Acimas leasing services, and signed the Agreement to that effect. Acima fully disclosed the cost of leasing to Ms. ****** prior to her signing the Agreement. Ms. ****** elected to rent the Property from Acima, which allows her to either obtain ownership of the Property, or allows her to return the Property at any time if she no longer wishes to obtain ownership. If Ms. ****** elects to purchase the Property, she can opt into either the second EPO at this time (as the first EPO has expired), or she can continue making her regular rent renewal payments until the end of her rent payment schedule, and then she will automatically obtain ownership.  
  
  Ms. Grahams desired resolution is for a billing adjustment. We will not grant this request. We confirm the totals listed on the Agreement are accurate, and a full copy of the Agreement was provided to Ms. ****** before signing. A full copy of the Agreement has similarly been available to Ms. ****** for review at any time.  
  
  We hope this response assists Ms. ****** in understanding her remaining purchase and termination options. If Ms. ****** has any additional questions, she may contact our customer service department at **************. 

• Initial Complaint

  Date:09/27/2024

  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 several fraudulent accounts listed on my ********************** report. I am a victim of identity theft, and these accounts were opened without my knowledge or authorization. The fraudulent accounts are as **************************** FKA SIMP Opened on 11/1/2019 Account Number: *******To address this matter, I have already filed complaints with the appropriate organization or law enforcement agency and with IdentityTheft.gov.These accounts have severely impacted my credit report and overall financial standing. Therefore, I demand a thorough investigation and immediate removal of these fraudulent accounts. I expect that the BBB will work swiftly to ensure that these erroneous entries are corrected and that my rights as a consumer are protected.

  

  Business Response

  Date: 09/27/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Mr. ***** ******* on September 27, 2024. Mr. ******* alleges he is the victim of identity theft and states he has filed a ************************ (***) Identity Theft Affidavit as well as a police report. Acima takes fraud allegations very seriously. We investigated his claims upon receipt of this complaint but were unable to determine if the lease associated with his information was created as a result of fraud. We ask that he reach out to our fraud team at ****************************** and provide a copy of the *** Identity Theft Affidavit and the police report if available. Upon receipt of this documentation, we will again investigate and if the lease is determined to have been created as a result of fraud, terminate the lease and remove our reporting. Absent proof, we will not remove our reporting.  
  We await the requested documentation. If Mr. ******* has any additional questions, he may contact our customer service department at **************.  

• Initial Complaint

  Date:09/25/2024

  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 am not liable for the debt with Acima Digital FKA Simple. I do not have a contract with Acima Digital FKA Simple. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 09/27/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by ******* ***** on September 25, 2024. We were unable to locate a lease matching the identifying information he provided. As Mr. ***** is disputing credit reporting, we ask that he contact our credit reporting team at ********************************************************* with proof of the alleged reporting so we can assist him further. Mr. ***** may also contact our customer service department at ************** with any additional questions.  

• Initial Complaint

  Date:09/24/2024

  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 started a lease with Acima using my current bank info. In July one of my payments declined and Acima automatically switched my desired payment method and started charging an old bank account that is CLOSED which came from an old lease with them from five years ago. By them automatically switching to the old account this started the accrual of *** and late fees. I started getting failed payment notices and was unaware they had switched my payment method and that is the reason why the payments were failing and I was getting the extra fees. I went to there website and discovered they switched the payment method to the closed bank account. I changed it back to the payment method I set up when I signed the new lease, but they refuse to see their error and still want me to pay the late fees and *** fees. I've already paid them over $1168 dollars for a pair of tires that was only $630. I asked them if they can remove the $225 NSF fees which would lower the payout amount and I can pay it out immediately, but they refuse and continue to state in order to pay the lease off, I need to pay the $225 NSF fees first, which was ultimately caused by them switching my payment method at their discretion and without my permission to a closed bank account. On there website they do not even give you the option of removing old/closed bank accounts, which indicates they could switch back to the old/closed accounts at their discretion and start charging me NSF again. I spoke to a **************** agent who basically told my, that I already paid for the tires, and now I'm just paying to rent them. I spoke to 6 different customer services agents and a supervisor and she was only willing to waive $65 and said I can pay off the lease if I give them another $560, but she can only make that offer today. That would be a total of $1728 for a set of tires from Big O Tires that should have only cost $630 if I could afford to pay for them at the time I signed this horrible lease.

  

  Business Response

  Date: 09/25/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Ms. ***** ****** through the Better Business Bureau on September 24, 2024.  
  
  Pursuant to paragraph 12 of the rental-purchase agreement (the ********************* entered into, You authorize us to initiate an electronic fund transfer (EFT) over the *** network (or another network of our choosing) from any bank account (or if no bank account is specified, then any account or card) listed on your application, or subsequently authorize us to debit or charge, for any renewal payment provided in this Agreement by its renewal date. If this *** is returned unpaid, you authorize us to charge any card or bank account provided to us for such payment. We confirm that after multiple failures of Ms. ******* rent renewal payments, we were authorized to attempt rent payment from any payment method Ms. ****** provided to us. Further, Ms. ****** may remove any payment method by contacting us by phone at **************.  
   
  We reviewed Ms. ******* current and prior lease history with us. We note that Ms. ****** has had three prior purchased leases, and has brought her recent lease current with her rent payments. As a one-time courtesy, we have waived the outstanding accrued fees of $156.79, and applied rent credit of $54.60 for the fees Ms. ****** paid on September 24, 2024.  
  As we have granted Ms. ******* desired resolution, we consider this complaint closed. Ms. ****** may contact our customer service department at ************** with additional questions.  

• Initial Complaint

  Date:09/23/2024

  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 made a purchase in November 2023. I have paid over $4300 for a headboard, footboard and bed frame and a king mattress so far. I tried canceling my lease back in May of 2024 and they came at me with a "lower amount to pay". I agreed to pay three more payments of $421 for June 1st, July 1st& August 1st. June payment went through just fine. Then in July they ran the payment the day before so it did not go through. SO what they are saying is that it voided the agreement and everything went back to the "original agreement". They have continued to charge my account for almost $500 a month even though in May we did a new agreement. I have tried to dispute with my bank but Acima just sends them the original agreement so my bank denies the dispute. I called again today to cancel everything and THREE times they came at me trying to make "deals with me" for lesser amounts. I declined each time. So he tells me we will start the return process and that what I need to do is to take my mattress to a "non-profit organization or somewhere like Goodwill" and "DONATE" my matress, get a receipt showing this and send them a picture and THEN collections will stop!!!!!!!!!!!!!!! I have NEVER heard of such a thing in my life!!! I was told several times that I could return my items and no additional fees or collections would be needed but he made sure to tell me I would still be responsible for the $1500 balance!! Their stories were conflicting and I should have known with all the red flags that this was just a little too shady.

  

  Business Response

  Date: 10/01/2024

  
  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Ms. ***** ****** through the Better Business Bureau on September 23, 2024. We investigated this complaint and prepared the following response.
  
  Acima also offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the rental-purchase agreement (the Agreement) prior to the completion of all scheduled rent renewal payments. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the purchase price. Ms. ****** had a 90-Day EPO purchase price of $2,124.97 before tax which expired on February 18, 2024. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent.
  
  Ms. ****** alleges in May [Acima] did a new agreement. We deny the allegation that the Agreement was altered. Please note, the Agreement does not explicitly define settlement, however, as a courtesy we may offer settlement options to assist customers in gaining ownership for less than current purchase options available to them. We confirm Ms. ****** was offered a settlement on May 17, 2024, that would consist of three payments totaling $1170.23 before tax, which she accepted. The settlement offer was canceled  due to the failed payment on July 1, 2024. Following the failed settlement payment, Ms. ****** resumed her regular rent renewal payments for the remaining rental period of the Agreement.
  
  Ms. ****** confirms she has discussed return options with Acima. We have reviewed our communication and confirm Ms. ****** was provided with accurate information. If she no longer wishes to obtain ownership of the Property or make renewal payments, she may terminate the Agreement by contacting us at ************** to discuss her termination options.
  
  As a courtesy to Ms. ******* Acima is willing to honor the settlement offer provided for $650.00 before tax, which is lower than the initially accepted settlement on May 17, 2024. Or Ms. ****** may proceed with a termination by following the instructions she was correctly provided. 
  
  As we have provided Ms. ****** with various options, we consider this complaint closed. Ms. ****** may contact our resolution department at ************** with her decision or with any additional questions.
  

• Initial Complaint

  Date:09/21/2024

  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 , I do not have a contract with the collection agency They did not provide me with the original contract as requested.

  

  Business Response

  Date: 09/23/2024

  Acima Leasing (hereinafter “us,” “we,” “our” and “Acima”) received the complaint filed by Ms. Serena Paige through the Better Business Bureau (“BBB”) on September 21, 2024. We investigated her complaint and prepared the following response.   
  
  Ms. Paige alleges “[She does] not have a contract with [Acima].” Pursuant to our records, on March 15, 2019, Ms. Paige entered an independent third-party retailer – LB Furniture (the “Retailer”) – located in Los Banos, California. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. Paige selected a living room set (the “Property”). Acima purchased the Property, and Ms. Paige electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.   
  
  Ms. Paige claims “[She] not liable for the debt with Acima.” She does not provide further explanation as to why she believes she is not liable for this debt. We have reason to believe that this lease belongs to Ms. Paige. Nonetheless, if Ms. Paige is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at [email protected]. Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that in fact it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. Please note, Experian is the only national credit bureau to which Acima reports.   
  
  Ms. Paige claims “[Acima] did not supply [her] with the original contract as requested.” We reviewed her account and we do not have a record of her requesting the original Agreement. Furthermore, the Agreement is accessible by logging into our customer portal at *************************** This option has been consistently available to Ms. Paige.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. Paige has any questions or concerns in regard to her Agreement or would like to explore any purchase, termination, or settlement options that may be available to her, she may contact our recovery department by phone at (801) 297-1983. 

  Customer Answer

  Date: 09/23/2024

  Again I have no knowledge of this collection agency nor did I go into any contract pertaining to this individual. I do not want this on my credit if they aren’t able to furnish profiting signature of agreement. Please remove 

• Initial Complaint

  Date:09/20/2024

  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.

  Date was June 3rd 2024. I went to our local *************************** and stopped at a kiosk called *********** to look at some stuff for my son's birthday. We ended up getting a gold chain and pendant for the chain. They had to adjust the pendant to fit the larger chain. Waited over a week never got a call like I was told I would. So I just stopped by one day to see if it was ready. It was. I took it home, again didn't for the necklace. I asked for a refund per the acima website and rules and was told no refunds only exchanges. I called my bank and reported fraud. Next step is to get them out of business and out of our credit scores.

  

  Business Response

  Date: 09/27/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Ms. ****** ****** on September 20, 2024. We reached out to the retailer upon receipt of this complaint, and the retailer confirmed that Ms. ****** received the entirety of the property listed on the rental-purchase agreement. We encourage Ms. ****** to contact us at her earliest convenience so we can work with her on this matter. Ms. ****** can reach our customer service department at **************. 

• Initial Complaint

  Date:09/20/2024

  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 called Acima and asked for a payout so I could payoff my balance within the 90 days. I paid the amount I was told over the phone. I was told my account was paid off and closed. The very next day Acima went into my account and tried to take another payment. I was charged a fee with my bank as well as a fee from them for my bank not paying the fee they were trying to take. I then called Acima and was advised then my account was paid in full. They then told me it was not. I asked several times for them to pull the call because I was told the balance was paid in full and my account was closed. They advised me that they wouldnt pull the call and that I still had to make an additional payment. They then advised me that the account was noted that I was told I had a payment left. That was false. I was quoted a payoff amount and paid it and thought I was done with them. Now Im being charged from my bank and from them a fee for ***. I then asked them to waive the fee and I will make the last payment so that it can be closed and I can be done with them. They told me they would not waive the fee and that I was told the correct information based on notes to the account. They say they record caps but dont want to pull the call so that they can see I was given incorrect information. I feel that this company gives incorrect information all the time. They will say anything to lock someone into a contract and make them pay a bunch of unnecessary money. I was also told the payments would be monthly and it was wrong it was weekly they were taking the money. They do not practice good customer and will tell you anything. My main issue is the payoff amount. I paid them $1542 at one time to close my account and it was not closed nor did they honor what I was told. This company is not honorable and will tell people anything.

  

  Business Response

  Date: 09/27/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Mr. ****** ********* on September 20, 2024, through the Better Business Bureau. We attempted to contact him multiple times by phone but were unable to reach him. We kindly request that he contact us at his convenience at ************** so we can provide a resolution to him.