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:09/13/2024

  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.

  Bar stools that was purchased with couch did not work. Tried to return items. Ashley furniture denied return. Trying to surrender couch . I do not want a refund. I do not want couch. I've lost my job and will be filling bankruptcy. Acima will not take my calls .

  

  Business Response

  Date: 09/17/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” and “Acima”) received the complaint filed by Ms. Carlena Thomas through the Better Business Bureau on September 13, 2024. We confirm that on September 14, 2024, Ms. Thomas contacted Acima and selected a return option. As the return has been addressed, we consider this matter resolved. If Ms. Thomas has any additional questions regarding returns, she may contact our returns department directly at (801) 297-1986. 

• Initial Complaint

  Date:09/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cart through Wayfair and returned it within the 30 days. The financing was done through Acima to be payed off interest free in three months. Its been one week since returning it and I’m getting collection calls. A lot of them. I had already paid them $50 and was expecting a refund. I’ve called three times to get this straightened out, once with a three way call with Wayfair. Then again where I was on hold for 30 minutes and gave up. I’m being told as of today I owe $276.00 to them. I need help. These people are loan sharks!

  

  Business Response

  Date: 09/18/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Ms. Melanie Miller through the Better Business Bureau on September 13, 2024. Upon the receipt of this complaint, the status of Ms. Miller’s lease has been updated. We confirm Ms. Miller’s has been terminated and we confirm she has no further payment obligations to Acima. Additionally, her refund was initiated September 18, 2024, for the initial payment. 
  
  If Ms. Miller has any questions or concerns in regard to her terminated lease, he may contact our customer service department by phone at (801) 297-1982.
  

  Customer Answer

  Date: 09/20/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22282396, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Melanie Miller

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/10/2024 a payment of $660.51 was charged to my bank account, which fully paid off my loan. The next day they attempted to change another regular payment, and since then they have been sending messages saying my payment is late. This is absolutely unacceptable. I completed my financial obligation to this company, any further attempts to collect will be treated as fraud.

  

  Business Response

  Date: 09/16/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *************************************** through the Better Business Bureau on September 11, 2024. Upon the receipt of this complaint, the status of Mr. ********** lease has been updated. We confirm ********************** has purchased the Property and we confirm he has no further payment obligations to Acima.
  
  If ********************** has any questions or concerns in regard to his purchased lease, he may contact our customer service department by phone at **************. 

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I received several emails from a company named Acima regarding to a lease agreement ( I never applied for) as well as was also pre approved $2,300.00 for Rock gold and jewelry Syracuse (never heard of this jewelry place in Syracuse, it also stated I was approved for $3,400.00 and received a receipt for purchase with Jazmine Jewelry NYC in the amount of 76.21 transaction was made 5.8.2024 leasing number ********. (I never purchased anything) I contacted your company last week August 6, 2024 after I received a text stating they needed a Photo I.D for a lease with Jazmine Jewelry NYC (Never heard of this place as im in Syracuse, NY. I opted out of text afterwards because i never purchased anything. I contacted Acima and spoke to a representative names George and explained to him the situation. George let me know Acima take fraud seriously and I will receive a call within 3-5 days in regard to filing a fraud report. It is now Tuesday August 13, 2024 I received a missed call while working. I called back and spoke to a different representative and she gave me the run around and was unable to assist with anything. That I needed to file a police report (which the last time i did they never showed, the next day showed up and took my statement and did nothing. Also, the representative I spoke with told me send an email to their fraud department as they don't have a fraud number to be reached on. I take fraud seriously myself being a victim of identity and here I am again being scammed, and been working extra hard to have fixed and handle. Now yesterday, I received an email that my account password was reset with a verification number. I called today, the automated system asked for year of birth and last 4 of s.s. i put it in and it stated : 398.76 passed due, 125.19 due on Sept 9 and total balance 627.27. I did not purchase any jewelry or have an account with Acima or even requested this. I need help, and no one is helping me figure this out

  

  Business Response

  Date: 09/10/2024

  We confirm Acima has previously provided Ms. Patterson with steps to resolve this matter. Upon receipt of the requested documentation, we will further our investigation into her identity theft claim. Ms. Patterson may send us the police report at [email protected].   

  Pursuant to Ms. Patterson’s request, we placed a do-not-contact order on her lease. She will no longer receive communications from Acima. 

  Customer Answer

  Date: 09/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22257027, and find that this resolution is satisfactory to me.
  
  
  I will send my police report when it becomes ready in 5-7 business day. 
  
  Sincerely,
  
  
  
  Valia Patterson

• Initial Complaint

  Date:09/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2024 I applied for credit through Acima at an appliance resale store (Appliances Decor and More) to purchase a refrigerator and dishwasher. I did not take delivery because I was waiting on the matching microwave and stove to come in to have it all delivered together. On the receipt was written "pick up same day", which was explained that it was written so that the appliance company could get their deposit that day. The next day I decided that I didn't want to purchase the appliances. I contacted the appliance store who told to contact Acima. Acima said to have the appliance company cancel the contract. The appliance store told me that I would have to pay them $500 to cancel. I let Acima know that. They reached out to the appliance store who lied and stated that I took possession of the appliances, which I did not. Acima then told me to file a police report, which I did and sent to their resolutions department. I also had purchased a refrigerator from ****** and sent the receipt to Acima's resolution department. The final resolution from Acima was that I had confirmed that I took possession, which I never confirmed because I didn't, and the appliance company confirmed that I took possession. I paid the $2506.75 today on September 7, 2024 to avoid having to pay over $5000 after September 20, 2024 which is the final date for 90 days same as cash or have it reported as non payment on my credit report. The appliance company has changed names multiple times and was once listed on ******** as ************************* has multiple claims of fraudulent business practices. This information was forwarded to Acima, but they stated that the dispute was between me and the retailer.

  

  Business Response

  Date: 09/17/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Ms. ***** ***** through the Better Business Bureau on September 7, 2024. We have reached out directly to Ms. ***** and resolved this matter. If she has additional questions, she may contact our resolutions department at **************. 

  Customer Answer

  Date: 09/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business reached out to me and offered a fulll refund in the form of a check and to close the account.  They were supposed to send an email with this resolution, but i have yet to receive it.  I was told that I would receive the check in 15 days.  I reserve the right to reopen the case if the issue is not resolved in a satisfactory manner. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/06/2024

  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.

  Reached out to ACIMA chat on 9/4/24 regarding total payment not calculating correctly. I have made 14 successful payments totaling $354.19.....ACIMA is stating that those transactions add up to be $354.17.....I get it that its 2 cents, but that is 2 cents that I DID pay! If they will do this kind of stuff to EVERY customer, then they will rack millions easily. I have the chat transcript of the rep ADMITTING that MY calculations are CORRECT and the supervisor will correct it, then minutes later it is said I have to send bank statements. I downloaded bank statements,& blacked out personal info (beginning/ending balance, other irrelevant transactions,etc.) I only showed EVERY ACIMA transaction. I get a response saying Im not allowed to block out that info and I have to show my beginning/ending balance, etc. WHICH HAS NOTHING TO DO WITH THE PAYMENTS!!!!
  Here are ALL my transactions. Do the math for yourself and see that it comes to $354.19!!!!!!
  21.40
  21.40
  34.51
  26.75
  13.11
  7.76
  32.10
  2.41
  53.50
  18.46
  16.05
  15.52
  37.72
  53.50
  
  A customer does NOT have to provide PERAONAL info such as beginning/ending balance on a bank statement. Plus, ACIMA has ALL transaction history on their damn end. DO THE RIGHT THING AND FIX MY BALANCE! I will NEVER again use this sorry company. NEVER. I WILL be filing a civil lawsuit if its not corrected before Oct 2024. I don't give a damn if it's TWO CENTS. I PAID IT! this company needs to be shut down COMPLETELY!!

  

  Business Response

  Date: 09/10/2024

  We appreciate Mr. Green bringing this to our attention. We have escalated this to our Engineering Team for review; however, we granted his request in the meantime. As such, we consider this matter closed.  

  Customer Answer

  Date: 09/10/2024

   
  
  Complaint: 22250451
  
  
  
  I am rejecting this response because: "in the meantime" is unacceptable.  This credit will be posted to my account INDEFINITELY and absolutely no other changes will be made. I made all payments and do not consider "in the meantime" acceptable. Acima knows I'M correct. So just ADMIT yall are scammers! 
  
  
  
  Sincerely,
  
  
  
  Jason Green

• Initial Complaint

  Date:09/05/2024

  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 recently reviewed my credit report and identified several inaccuracies. As a victim of identity theft, I have reported this matter to the Police. The following account does not belong to me. Please remove the account from my credit report.
  --------------------
  ACIMA DIGITAL FKA SIMP
  Opened:4/1/2021
  Ac number:*******

  

  Business Response

  Date: 09/06/2024

  Ms. Baxter alleges she is a victim of identity fraud and has reported this matter to the police. We request Ms. Baxter provide us with the corresponding police report at ***************. Upon receipt of the requested documentation, we will further investigate Ms. Baxter's allegations.
  
  As we are awaiting additional documentation, we consider this matter closed.  

• Initial Complaint

  Date:09/04/2024

  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.

  On August 3rd of this year I received a charge from Acima Digital for $123.20. I called their number and it said I had no active account. I called my bank and reported it as fraud. The charge appeared again on my new debit card on the 3rd of this month. I called my bank again, and they said it was through a digital wallet via Rent-a-Center...I have no active account with them either.

  

  Business Response

  Date: 09/09/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Mr. *********************** through the Better Business Bureau on September 4, 2024. We investigated this complaint and prepared the following response. 
  
  Acima takes fraud allegations seriously. We request that ****************** provide us with any documentation substantiating his allegation, including a bank statement showing the unauthorized charge at ******************************* Additionally, we request ****************** file a police report or a ************************ Identity Theft Affidavit and provide us with a full and complete copy. Upon receipt of the requested documentation, we will further investigate his allegation. 
  
  As we are awaiting additional documentation, we consider this complaint closed. If ****************** has any additional questions regarding this response or obtains the requested supporting documentation, he may contact our fraud department at ******************************* If ****************** has any questions or concerns, he may contact our processing department by phone at **************. 

• Initial Complaint

  Date:09/04/2024

  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.

  About a year ago, I purchased a dream cloud mattress with Acima through the 90-day pay off program. This mattress came with a trial period, offered by the retailer, for a year after purchase. I have decided to return the mattress with dream cloud, but Acima has been difficult and refused to provide information on how I can receive my funds back.
  Since Acima is the payment issuer from the original date of purchase, my return funds are being issues back to them. I called trying to get help with figuring out how I would receive these funds from them, as I no longer have the account that is linked to my Acima profile. Is there a way to have these funds mailed to me, or sent to another banking institution that belongs to myself?
  No one was helpful on the phone, some information would be great.

  

  Business Response

  Date: 09/13/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) confirms receipt of the complaint filed by Mr. Gage Faust through the Better Business Bureau. We confirm the lease has been terminated, and a refund initiated to Mr. Faust as of September 12, 2024. As such, we consider this complaint closed. Mr. Faust may reach out to us at (801) 297-1982 with any additional questions.  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima has reported a debt with my name on it damaging my credit. I have spoken with them several times over the course of the years and the most recent call was today. They refusal to remove this from my credit when I repeated to them that although I apply for the loan the merchandise was never received. LA furniture never release the furniture due to I was unable to pay for the remainder due on my part. Instead of returning the money to Acima they collected the funds and supposedly receipt are not find due to they do not keep records from more than 6 months. This debt is affecting my credit. There is a record of lease that was never kept due to I never received the merchandise. I would have thought that the store will return the funds die to I didn't pay my part. I received bo merchandise at all. Someone needs to please help. I am trying to fix my life here. I do not posses no furniture from this people.

  

  Business Response

  Date: 09/06/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) received the complaint filed by Ms. Jennifer Rios-Diaz on September 3, 2024, concerning credit reporting. We reviewed her complaint and provide the following response.  
   
  Ms. Rios-Diaz alleges she never received the property from the retailer. Pursuant to our records, the retailer electronically verified Ms. Rios-Diaz was in possession of the property on July 31, 2021. We spoke with Ms. Rios-Diaz several times concerning her rent payments until October 28, 2021, on which date, Ms. Rios-Diaz requested no further calls from Acima, and we accordingly placed a no-call order on her lease. Ms. Rios-Diaz did not indicate to us that she had not received the property at that time. The next time we spoke with Ms. Rios-Diaz was on September 3, 2024. During this call, Ms. Rios-Diaz claimed she never received the property. We indicated to her we would perform an investigation, and Ms. Rios-Diaz disconnected the call. If Ms. Rios-Diaz has additional information to support her claim, we request that she email our resolutions department at *********************, for our review.  
  As Acima is already investigating Ms. Rios-Diaz's claims separately, we consider this complaint closed. Ms. Rios-Diaz may contact our resolutions department at (801) 297-1986 with further questions or documentation to substantiate her claim.