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:08/09/2024

  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.

  Dear ***/*****,I recently reviewed my credit report and found several errors that require immediate correction. I am a victim of identity theft, and as a result, certain accounts have been fraudulently opened in my name. I have filed a complaint with IdentityTheft.gov regarding this issue, and I have enclosed copies of the complaint and relevant documents for your reference.The following account(s) do not belong to me and should be removed from my credit report:Creditor Name: ACIMA DIGITAL FKA SIMP Opened Date: 02/01/2018 Account Number: 7803**High **********************: $3,940.00 I request that you investigate this matter and remove the incorrect information from my credit report. Please notify me of the outcome of your investigation as soon as possible.Thank you for your prompt attention to this serious matter.

  

  Business Response

  Date: 08/13/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *************************** **** through the Better Business Bureau on August 9, 2024. We investigated her complaint and prepared the following response.
  
  Ms. **** claims, [She has] enclosed copies of the complaint and relevant documents for [Acima's] reference. We confirm the complaint submitted did not have any attachments for Acima to review the allegation.
  
  Acima takes identity theft allegations seriously. We request that Ms. **** either file a police report or a ************************ Identity Theft Affidavit (FTC Affidavit). Please note, an FTC Affidavit may be filed online on the **** website. Acima requires documentation to substantiate fraud allegations, and we direct all customers who allege identity theft has occurred to file a police report for identity theft, and/or an FTC Affidavit and send a copy to ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that in fact it is a fraudulent lease, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We 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.
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. **** obtains the requested supporting documentation, she may contact our fraud department at ******************************* If Ms. **** has any questions regarding the lease, she may contact our recovery department by phone at **************. 
  

• Initial Complaint

  Date:08/06/2024

  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 obtained a lease back in January , I have been making all payment originally purchase price was 1647 and I have paid now around 1967 asked for a early buyout and it's still 1500 . Please acima I would like a better resolution then 1500 that's is way to much

  

  Business Response

  Date: 08/07/2024

  Acima Leasing (hereinafter "we, "us, "our, Acima) received the complaint filed by ******************************* through the Better Business Bureau on August 6, 2024. In his complaint, ****************** requests additional options for his lease. We encourage ****************** to contact us directly so we can work with him to provide a solution. ****************** may contact us at **************.  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22104365
  
  I am rejecting this response because: this must be a generic answer. When I call they act like I don't know what I'm talking about.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/09/2024

  We find it unfortunate that ****************** was dissatisfied with his interaction with customer service. We reviewed ******************** lease and noted that he set up a payment plan with our agents on August 7, 2024. If ****************** has specific requests, we ask that he let us know so we can assist him further.  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22104365
  
  I am rejecting this response because: although I did set up a payment plan on the 7th it was simply to move the date. I'm wanting to work out something for a payoff and to be done with you guys For good.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2024

  ****************** indicates hes interested in a purchase option. We encourage him to contact our recovery department at his earliest convenience and request a purchase option, so we can assist him directly. We have placed notes on his lease to indicate ****************** is looking for a purchase or settlement option.  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22104365
  
  I am rejecting this response because: I have tried calling no one ever answers so I'm not sure how to get ahold of the people that i need to talk to. If they would like to call me they can to discuss 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/21/2024

  ****************** may contact our recovery department at **************. We attempted to call ****************** at the phone number he provided on his application on August 20, 2024, but were unable to get in contact with him. We will continue to attempt calls, and we encourage ****************** to utilize the phone number listed above, or our chat feature located on acima.com for assistance.  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22104365
  
  I am rejecting this response because: i called the number it is just the same number to there main line when I called it put me on hold no one answered . When I finally got someone they wouldn't transfer me to that department 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/23/2024

  Pursuant to our records, ****************** spoke with Acima directly on August 22, 2024, and set up a settlement option. As such we consider this complaint closed.  

  Customer Answer

  Date: 08/23/2024

   
  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. We have set up a settlement  hopefully  they uphold it .
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/06/2024

  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 purchased a scooter I took the Early buyout option fast forward they are trying to charge me more money in another early buyout and extra fees. I was willing to pay 162 of which they added extra money when I agreed they said I need to pay 107 more in other fees and it had to be paid tonight or tomorrow it would be 438.

  

  Business Response

  Date: 08/16/2024

  Acima Leasing (hereinafter we, us, our, Acima) confirms receipt of the complaint filed by ******************************* through the Better Business Bureau on August 6, 2024. We attempted to contact **************** directly by phone to provide a resolution but were unable to reach her. We kindly request **************** contact us at her earliest convenience at ************** so we can assist her further.  

• Initial Complaint

  Date:08/02/2024

  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.

  Acima is holding my $258 dollar refund hostage. I returned my lease item due to a defect back to Amazon. I haven't going back and forth them for weeks and they haven't even started processing the refund yet. At this point I don't trust their process and feel I have no other option but to escalate with the attorney general of Utah or someone higher up because apparently they consider theft and okay business process.

  

  Business Response

  Date: 08/09/2024

  We confirm that Acima was investigating Mr. *********** claim of a return, prior to the receipt of the present complaint and that a refund was initiated on August 7, 2024, in the amount of $274.37. As such, we consider this matter closed. Should ************************ have further questions, he may contact customer service at **************. 

• Initial Complaint

  Date:08/02/2024

  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 03/25/2024 I applied to Acima to pay for an F15 screen tes, 4 wheels ***** with four tires an initial payment of ***** + 4.13 tax a total of ***** was supposed to be debited from my account and I thought they did process the payment as it shows as a payment successful on 03/27/2024 on the Acima app reference code KSCRJUX. After that a payment of ****** was debited every week a total of 12 payments on 06/25/2024 I made a lump payment of ******** as a final payoff payment to close the contract with Acima. About a week and a half later I got in the Acima app and noticed that Acima never closed my account and was now charging me an extra ******** + tax in fees, when I called Acima and spoke to multiple customer service representatives I was told that my bank had requested a charge back of ***** on 07/04/2024 a federal holiday in which no banks are open. I called my bank and spoke to the fraud department and they stated that they never did request any charge back. Upon review of my E Statements the bank and I noticed that Acima never processed the initial payment of ***** and were now charging me extra fees due to their mistake. Upon reviews on BBB I noticed that other customers have had the same problem with **********************. I requested proof from Acima that my bank requested the charge back to file a claim with my bank and Acima refused to provide any information about the charge back that they say my bank requested on 07/04/2024. I am willing to provide all my bank statements if they need it to prove that Acima never processed the payment of ***** and they are now claiming that my bank requested a called charge back that my E statements can also prove that my bank never requested such thing.

  

  Business Response

  Date: 08/08/2024

  We contacted ****************** directly and resolved his concern and as such, we consider this matter closed.  

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to lease through Acima for a Best Buy purchase. In the middle of the purchase, I lost internet. Acima now says I have an active lease, which I do not. I chatted with Acima, which is the worst customer service ever. I was told that they cant fix it, but can send me a text with Acima Global application. I never received the text. The chat agent said they cant help me and abruptly ended the chat. I never experienced such rude behavior and poor service in my life.

  

  Business Response

  Date: 08/02/2024

  What ************************ describes is not what we want our customers to go through. ********************** appreciates ************************ bringing this to our attention and we will escalate his experience to the appropriate people.  
  
  In response to Mr. *********** listed desired settlement, we direct him to our privacy policy located at acima.com/privacypolicy for additional information on our information sharing practices, as well as locate and fill out the opt-out notice therein.   

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22072775
  
  I am rejecting this response because: I want my information completely removed from Acimas system. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/30/2024

  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.

  Asked if reported to credit bureaus stated no but on other sites says the do.

  

  Business Response

  Date: 08/05/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *************************** through the Better Business Bureau on July 30, 2024. We investigated her complaint and prepared the following response.
  
  ************** alleges that Asked if [Acima] reported to credit bureaus stated no but on other sites says [Acima does]. Acima confirms that leases signed after June 01, 2022, are no longer reported to Experian. Upon the receipt of this complaint, we reviewed the retailers site to confirm there is no mention of Acima reporting. We also confirm the Acima website does not indicate that we report. Given this information, Acima denies the allegation that we report lease history to credit bureaus for leases submitted after June 01, 2022.
  
  ************** has listed her desired resolution as Correction to a credit report. Please note, given little information, we are unclear as to ****************** desired resolution. Regardless, we have reviewed our reporting of the five leases she has with Acima and confirm there we are not reporting her lease history.
  
  ************** may contact our customer service department by phone at ************** if she has any additional questions. Furthermore, we ask ************** to contact our credit reporting department by email at ********************************************************** regarding matters related to credit disputes.

• Initial Complaint

  Date:07/30/2024

  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.

  This lease had a 90 purchase option. All payments were paid on time and I have been trying to pay this account off since 6/11/24. I made a $100.00 on 6/11/24 (via computer) but did not see it on my account until 6/25/24 when it cleared my account. Don't understand why it took so long! Called customer svc on 7/2/24 to get pay off. **** told me $361.69. Told her to run through on my debit card. It wasn't a minute before she said it was declined. (my balance was way over this amount in my account). I asked why it was so much and she told me it was $100.00 pre-penalty! WHAT????I waited several days and made a payment of $231.69 ( i think, not sure about the cents amount)Still this account is not paid off, customer service (3 different agents) couldn't help me with this issue. I want to pay this account off but I'm not paying for their mistakes and giving them $900.00 for a Twin Mattress. Thank you for your help!!!

  

  Business Response

  Date: 08/06/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Ms.  *********************** through the Better Business Bureau (BBB) on July 30, 2024. We reviewed her complaint and provide the following response.  
  
  Please note, ************ had a 90-Day Early Purchase Option (90-Day EPO) available to her through July 4, 2024, for the total  amount of $475.00 before tax. For customers that miss their ****** EPO, ********************** offers a courtesy 7-day extension for $100, to assist them to utilize this option.  
  
  ************ states she made a $100.00 payment on June 11, 2024, but did not see this payment until later. Payments are applied as of the date received, not as of the date cleared. We note we received a payment of $107.00 including tax on June 21, 2024, which later cleared successfully. This payment was applied as of the date received. 
  
  ************ claims she called in on July 2, 2024, to make a purchase payment. This is inaccurate. Pursuant to our records, ************ called Acima on July 9, 2024. Please note, this was after the expiration of her 90-Day EPO deadline of July 4, 2024, and within the courtesy extension period. Our agent offered the extension to ************, which included payment of the extension fee. We note that our agent fully disclosed to ************ the payment amount prior to her setting up this payment attempt. This payment did not clear, as such her lease was not purchased on that date. We note that there have been no errors on Acimas part during Ms. ***** attempt to utilize her 90-Day EPO. ************ simply did not make a successful purchase payment during the time it was available, as such this option has expired.  
  
  As of todays writing, ************ has two options to obtain ownership of the property. First, she can utilize the second early-purchase option at any time. This option allows ************ to purchase the property at any time by making a lump sum payment equal to 65% of any remaining rent renewal payments.  As of todays writing, the amount necessary to utilize the second early-purchase option is $300.48. Second, ************ may continue her regular rent renewal payments and obtain ownership of the property after all rent renewal payments have been made. Finally, if ************ no longer wishes to obtain ownership of the property, she may terminate the rental-purchase agreement at any time, in accordance with our instructions.  
  If ************ has any questions regarding this response, or would like to explore purchase or termination options available to her, she can contact our customer service department at **************.  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22067278
  
  I am rejecting this response because: This is incorrect. The agent that took the payment states that payment was rejected. They never sent info to my bank. 

  My bank states that this amount was never PRESENTED against my account. ********************** states it was rejected which is not true. As a matter of fact it normally takes seconds to process. Just as soon as I said pay it off she stated "declined". this could have been a glitch in the computer system (I don't know). I jst know it wasn't presented to my bank.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/07/2024

  Acima confirms that the payment on July 9, 2024, was, in fact, attempted, after being authorized by ************. In an effort to reach a mutually satisfactory resolution, and as ************ attempted to initiate the purchase of her Agreement for the 90-Day EPO amount plus the extension prior to the extension deadline, we have closed Ms. ***** lease as purchased for the amount received. ************ has no further payment obligations to Acima. As we have granted Ms. ***** desired resolution, we consider this complaint closed. She may contact us at ************** with further questions.  

• Initial Complaint

  Date:07/26/2024

  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.

  They debited two payments without my authorization and refuse to speak to me

  

  Business Response

  Date: 08/01/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by ***************************** through the Better Business Bureau on July 26, 2024. We investigated her complaint and prepared the following response. 
  
  ******************** alleges that [Acima] debited two payments without [her] authorization. Upon receipt of this complaint, we reviewed our communication with ********************. During an inbound call on June 13, 2024, ******************** authorized two payments to cure her past due balance. Furthermore, during this call, she is advised of her ability to revoke the authorization if she wishes to do so. ******************** did not contact Acima to revoke this authorization, and these payments were accurately processed. Given this information, Acima vehemently denies that the payments were unauthorized.
  
  Additionally, ******************** alleges [Acima] refuse[s] to speak to [her]. Acima denies this allegation. We reviewed our communication history with ******************** and confirm that our communication channels have remained open and available to her. All contact with ******************** was attentive and we appropriately addressed her concerns.
  
  ******************** has listed her desired resolution as a refund. We confirm the payments were authorized and thus ******************** is not entitled to a refund.
  
  If ******************** would like to discuss purchase, termination, or settlement options that are available to her, she may contact our recovery department at ************. 
  
  

• Initial Complaint

  Date:07/26/2024

  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 filing this complaint regarding the failure of Equifax, Experian and TransUnion to properly investigate my disputes related to incorrect negative information on my credit report. Despite multiple attempts to resolve these inaccuracies, the credit bureaus have responded with stall tactics rather than conducting a thorough investigation as required by the Fair Credit Reporting Act (FCRA).The presence of these inaccurate negative items on my credit report has adversely affected my credit score and my ability to obtain credit. This has caused significant stress and financial hardship.Requested Resolution:ACIMA DIGITAL FKA SIMP Account #: *******Balance: $2,574.00 This account contains several inaccuracies and errors that need to be addressed, including incorrect account status (marked as "Derogatory" with "Collection/Chargeoff" status despite settlement), inaccurate balance and past due amounts (settled for a different amount), and incorrect payment status and reporting dates (do not match my records).I request that the BBB intervene to ensure that Equifax, Experian and TransUnion conduct a proper investigation into the disputed items on my credit report. I also request that any unverifiable or incorrect information be promptly removed.I appreciate your prompt attention to this matter and look forward to a resolution that ensures the accuracy of my credit report.

  

  Business Response

  Date: 07/31/2024

  We were unable to locate a lease account in our system matching the limited identifying information that *********************************** provided in her complaint. ********************** may contact our customer service department by phone at ************** if she has any questions, or if she would like to assist our agents in attempting to locate a lease account associated with her information. Additionally, we ask ********************** to contact our credit reporting department by email at ********************************************************** regarding matters related to credit disputes.