Complaints

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:09/03/2024

  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.  

• Initial Complaint

  Date:09/03/2024

  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.

  This company uses false advertisement. It states 0% interest with a payoff in 90 days or less. However, there is an excessive and
  High fee with each payment. The representatives from the local store call and harass regarding payments that have already been made and that are showing pending on their end.

  

  Business Response

  Date: 09/06/2024

  Acima Leasing (hereinafter “we,” “us,” “our,” “Acima”) received the complaint filed by Ms. Vanessa Sims through the Better Business Bureau on September 3, 2024.  
  
  The identifying information provided by Ms. Sims does not match to a lease with Acima, nor is Ms. Vanessa Sims an authorized third-party for any Acima leases. Please note, the leaseholder must contact Acima directly to provide authorization for Acima to release information to a third-party. We encourage Ms. Sims to contact our customer service department at (801) 297-1982 with further questions.  

• Initial Complaint

  Date:09/02/2024

  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.

  Acima leasing agreement was misleading and was not explained correctly. I am being charged more than double of what my purchase price is. I was told that I would be making payments for the price of $1800 plus tax and interest so around $2300. To which I have paid off but now looking at the customer portal I am being charged over $2000 more dollars. How is that legal ? I have paid off the amount owed and now I am having to pay the company more then what the purchase price is on top of the purchase price. None of this was explained and I was sent paper via email to sign. Very misleading and completely horrible customer service.

  

  Business Response

  Date: 09/03/2024

  Ms. Stevenson did not purchase the referenced property, rather, she elected to utilize our lease-to-own services. Additionally, Acima does not charge interest, as such it is not contemplated in the lease-purchase agreement (the “Agreement”) Ms. Stevenson entered.  

  We confirm the purchase terms are clearly disclosed in paragraph 3 of the Agreement titled “Purchase Terms.” Pursuant to the Agreement, to obtain ownership of the Property Ms. Stevenson could elect to make 26 biweekly rent renewal payments of $191.12 before tax, plus an initial rent payment of $70.00 before tax, for a total of $5,038.99 (the “Total of Payments”) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. Ms. Stevenson could purchase the leased property early during the first 90 days after receiving it by paying $2,196.98 plus tax and any disclosed charges, if applicable. This option expired on May 29, 2024. She could also purchase the lease property early at any time after the first 90 days by paying a lump sum equal to 65% of the remaining of the remaining rent renewal payments.  

  Ms. Stevenson alleges she is being charged “over $2,000.00 more.” This is not accurate. The Total of Payments was set at the initiation of the Agreement and has not and will not change. Additionally, Ms. Stevenson will only pay the remaining Total of Payments if she continues to rent the leased property for the remainder of the lease term and does not exercise an early purchase option or terminate the Agreement. Given the facts stated above, we deny Ms. Stevenson’s allegations and consider this matter closed. To exercise a purchase or termination option, she may contact our customer service department at (801) 297-1982. 

• Initial Complaint

  Date:09/01/2024

  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: Request for Removal of Late Payment Reporting
  Dear [ACIMA Credit],
  I am writing to formally request the removal of a late payment that was erroneously reported to my credit report.
  This late payment occurred during the COVID-19 pandemic. Given the unprecedented circumstances and economic hardships many faced during that time, I believe I am eligible for a one-time adjustment to my credit report, as allowed by relevant laws and regulations, including the CARES Act.
  I made a payment for my account at the furniture store location. Unfortunately, due to a processing error made at the store, the payment was not recorded correctly and was not received by your office until after the due date.
  Please investigate this matter promptly and take the necessary steps to remove the late payment from my credit report.
  Thank you for your immediate attention to this matter.

  

  Business Response

  Date: 09/03/2024

  The identifying information that Mr. Tucker provided in his complaint did not fully match to a lease in our system. As such, we are unable to provide a full response. Mr. Tucker may contact our customer service department by phone at (801) 297-1982 if he has any questions, or if he would like to assist our agents in attempting to locate a lease account associated with his information. Additionally, we ask Mr. Tucker to contact our credit reporting department at ATTN: Reporting Compliance, ** *** ***** ****** ** *****, regarding matters related to credit disputes.    

  Customer Answer

  Date: 09/04/2024

   
  
  Complaint: 22226809
  
  
  
  I am rejecting this response because: If the information  dose not match it's because you all changed the account # I got the account  number strait off one of your letters that you sent me this what you all are doing is breaking laws your response is being gorarded to my fcra lawyer  for suit I will not call your office I will have my lawyer discuss this with you and requstion your records just so you know I will be pursuing 1k per violation  in the suit all this could have been avoided by removing your false reporting  when I was simply asking nicely now your going to be appearing in court
  
  
  
  Sincerely,
  
  
  
  Scott Tucker Scott Tucker

  

  Business Response

  Date: 09/06/2024

  Mr. Tucker did not provide us with his lease number. Furthermore, we confirm his identifying information did not fully match to a lease in our system. Again, we ask Mr. Tucker to contact our credit reporting department regarding matters related to credit disputes.     
  
  If Mr. Tucker has retained legal representation, we request that he provide us with their contact details at (801) 297-1982 or ******************* so we may work with them. 

• Initial Complaint

  Date:08/30/2024

  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 have been trying to contact their customer support team to pay off a balance before my 90day leasing term. I changed my phone number and want to get that handled as well. I call and live chat between the business hours. Monday - Friday 7am to 7pm. And Saturday 7am to 4pm. They always say either the live chat is closed or the call center is closed. I then try to make payment through calling and live chat, they say payment is declined. This company is a scam to get you locked into paying more then double the amount by not letting you speak to anyone before your 90days. I have pictures of chat times and calls for proof. I will seek legal action if I don’t speak to someone before the 6th. Do not work with this company!

  

  Business Response

  Date: 08/30/2024

  We confirm our business hours are listed in Mountain Standard Time. Our records show Ms. Bell’s attempts to contact us outside of business hours. Pursuant to our records, during our business hours, Ms. Bell spoke with an Acima representative and it was determined that her card issuing bank placed a security hold on her card. Once she resolved this with her bank, we were able to assist her purchase her lease. Given these facts, we deny her allegations and consider this matter closed. If Ms. Bell has questions regarding her purchased lease, she may contact our Customer Service Department at (801) 297-1982.  

• Initial Complaint

  Date:08/27/2024

  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 SECURITY CREDIT SERVICES
  I do not have a contract with SECURITY CREDIT SERVICES
  They did not provide me with the original contract as

  

  Business Response

  Date: 09/03/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Mr. Michael Gaither through the Better Business Bureau on August 27, 2024. We note that Mr. Gaither directs the complaint to “SECURITY CREDIT SERVICES.” Acima is not associated with the listed company and will not respond on their behalf.

  We note Mr. Gaither filed another complaint through an alternate complaint forum. As such, we confirm we will provide a full response to his other complaint. As this complaint appears directed to a different company, we consider this complaint closed. Mr. Gaither can contact us at (801) 297-1983 with any additional questions.

• Initial Complaint

  Date:08/16/2024

  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.

  Called trying to get a pay-off on 7/24 (3times), 7/25 (4 times), even my bank called, Acima refused, stated they do not do that. The total did not show a complete pay-off, the company charges fee and taxes on each payment and total payoff amount. We never received an actual payoff. I sent a certified check on 8/4-after one person the phone showed us how to get that total amount (it takes some research)-they received it and signed for it on 8/5 1:55pm. Called again on 8/6 they told me it takes 5 days to process. Called again 8/15 7:44pm-Now they told me it will take 30 days, and that they would turn the auto pay off but if the check does not then I would have to pay the late fees. 30 days from 8/5 is 9/5. My next payment is due 8/29. How convenient is that? I just want them to clear the check. They have the tracking number. They confirmed they have the check. It does not take 30days. The amount of frustration and hassle just to pay off this account has been enormous. I have screen shoots of calls, the receipt for ***** and check receipt.

  

  Business Response

  Date: 08/21/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by ******************************* through the Better Business Bureau on August 16, 2024. We reviewed her complaint and associated lease and provide the following response.  
  
  **************** alleges she was not provided a pay off amount. Pursuant to our records, **************** requested a mailed letter containing the remaining purchase amount. Our agents correctly informed her this was not an available option, however, she could view the remaining purchase amount at any time including tax, by logging into the customer portal located at ************************************. We additionally verbally provided the purchase amount to her. We confirm the full purchase amount, including any current early purchase options, is available to view at any time online. Ms. ******* dissatisfaction with the information provided to her does not constitute a lack of information.  
  
  **************** states she sent a check payment via mail on August 4, 2024. Please note, customers may make payments in multiple ways, including over the phone with agents, via our online chat feature, or through the customer portal located at *********************************. ********************** does not present mailed check payment as an option. Nevertheless, we note that the tracking information provided by **************** indicates delivery. We have located the check and will apply the payment as of the date received, which is August 5, 2024. Please note, it may take up to 30 days from the date of receipt for the mailed check payments to be reflected on the lease. **************** has turned off automatic payments, as such she will not have any further automatic payment attempts.  
  
  We note **************** has another matter open with our resolutions department, who is currently handling her lease. If **************** has additional questions regarding her lease, we encourage her to contact our resolutions department at **************.  

• Initial Complaint

  Date:08/13/2024

  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.

  Im march I got some tires from ******* Used Tires And New using Acima Leasing for a payment plan. The manager at ******* only told me that the tires was only $525. They never told me that this was the price if its paid off in 3 months. Now they keep telling me that I still owe $900 for the tires.

  

  Business Response

  Date: 08/16/2024

  Pursuant to ****************** request, we placed a do not contact order on her account. She will no longer receive communications from Acima.  
  
  In accordance with paragraph 3 of the lease-purchase agreement ****************** entered into, You can purchase the Property at any time during the first 90 days of this Agreement by paying $600.00, plus tax, and Other Charges due, including the $0.00 Processing Fee minus any payments you have made. ****************** did not make the necessary payments to meet the 90 day early purchase option. ****************** may contact our recovery department at ************** to discuss purchase or termination options available to her.  

• Initial Complaint

  Date:08/12/2024

  Type:Delivery 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 a laptop through Acima Leasing around 5/16/2024 which was actually ordered by Acima through Amazon then shipped to me. I have been through hell trying to get the serial number for it because it was stolen from my house and the police need the serial number to file the report. There was no paperwork in the box with the serial number and that's all I need. It was ordered through Amazon on order #********************

  

  Business Response

  Date: 08/21/2024

  Acima Leasing (hereinafter “we,” “us,” “our” and “Acima”) received the complaint filed by Mr. Barry Hunter through the Better Business Bureau on August 12, 2024. We attempted to contact Mr. Hunter directly, however, we were unsuccessful in establishing contact. We ask that Mr. Hunter contact our Resolution Department for further information at (801) 297-1986. 

  Customer Answer

  Date: 09/03/2024

   
  
  Complaint: 22128758
  
  
  
  I am rejecting this response because: Your response is a lie. I did talk to a representative from Acima and she responded last week with a voicemail saying Amazon could not provide the serial number. This is absolutely ridiculous that you order equipment from Amazon and keep no record of the serial number for electronics as otherwise how do you know what the customer received. Also, it is unacceptable on Amazon's part because they told me it was on the invoice in the box but my box DID NOT contain the invoice so all they have to do is email me or Acima a copy I can open. 
  
  
  
  Sincerely,
  
  
  
  Barry Hunter

  

  Business Response

  Date: 09/04/2024

  Acima Leasing (hereinafter “we,” “us,” “our” and “Acima”) received the 2nd rejection filed by Mr. Barry Hunter through the Better Business Bureau on September 3, 2024. We confirm that Mr. Hunter has not attempted to contact us. We reconfirm that we have granted a resolution and taken closing action to resolve this matter. We ask that Mr. Hunter contact us for further information by calling (801) 297-1982.  
  

• Initial Complaint

  Date:08/09/2024

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

  

  Business Response

  Date: 08/12/2024

  Acima Leasing (hereinafter us, we, our and Acima) received the complaint filed by *********************************** through the Better Business Bureau on August 8, 2024. We investigated her complaint and prepared the following response.   
  
  **************** alleges she does not have a contract with Acima Digital. Pursuant to our records, on February 8, 2019, **************** entered an independent third-party retailer Prince ****** Jewelers (the Retailer) located in ********, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, **************** selected leasable merchandise (the Property). Acima purchased the Property, and **************** 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.   
  
  **************** claims she is not liable for this debt with Acima Digital. She does not provide further explanation as to why she believes she is not liable. We have reason to believe that this lease belongs to ****************. Nonetheless, if **************** is alleging identity theft, we request that she provide us with any documentation substantiating her allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined the lease was created as a result of fraud, we will terminate the 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 paused our reporting of this lease for 30 days while we await the requested information. Please note, Experian is the only national credit bureau to which Acima reports.   
  
  **************** claims Acima did not provide [her] with the original contract as [she] requested. We reviewed her lease and we do not have a record of **************** requesting the original Agreement. Furthermore, the Agreement is accessible by logging into our customer portal at https//:*********************************.   
  
  As we are awaiting additional documentation, we consider this complaint closed. If **************** 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 **************.