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:05/15/2025

  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.

  This company offers predator loans. In moral and in American.

  

  Business Response

  Date: 05/20/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ****** ******** through the Better Business Bureau (“BBB”) on April 4, 2025, regarding his lease. We investigated his complaint and provide the following response. 
  
  Mr. ********’ account with Acima Leasing is no longer owned by us. Requests for cessation of communication should be directed to the party who may be initiating communications with Mr. ********, namely, Landmark Strategy Group, LLC. They may be contacted by phone at (877) 412-9815. 

• Initial Complaint

  Date:05/15/2025

  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: 05/20/2025

  Acima Leasing (hereinafter “us,” “we,” “our” received the complaint filed by Mr. ******* ************* through the Better Business Bureau (“BBB”) on May 15, 2025. We investigated his complaint and prepared the following response. 
  
  We were able to locate two paid in full leases, However we were unable to locate an open or past due lease with Mr. *************** information that would suggest he owes a “debt” to Acima Leasing. 
  
  If Mr. ************* has any questions or has a lease number for us to look into more thoroughly he may contact our customer service department by phone at (**** ********. 

  Customer Answer

  Date: 05/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I didn’t not open a complaint on an open account I open a dispute/conplaint on an old account that is now closed/ paid off that I didn’t open. I would like for acima provide proof that I opened this account with  an ID. I understand what I’m disputing is paid of which I am glad but I did not open this account. 
  Sincerely,
  
  ******* *************

  

  Business Response

  Date: 05/23/2025

  Mr. ************* claims “[He] not liable for the debt with Acima Digitial.” He does not provide further explanation as to why he believes he is not liable for this debt. We have reason to believe that this lease belongs to Mr. *************. Nonetheless, if Mr. ************* is alleging identity theft, we request that he provide us with any documentation substantiating his allegation, including a full police report, at ***************. Upon receipt of the requested documentation, we will further investigate his 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.    
  
  As we are awaiting additional documentation, we consider this complaint closed. If Mr. ************* has any questions or concerns, he may contact our customer service department by phone at (**** ********. 

• Initial Complaint

  Date:05/14/2025

  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.

  On April 9th, I got approved for a leasing amount of $2,625 by Acima leasing. Acima lease #********.This was done at the Foothills Family furniture store in ********. This was for a 3- Sectional couch. The day of delivery, the store let me know there was a bit of confusion and they didn't have the exact couch I had chosen. The couch they delivered did not fit in my door and they took it back with them. The next day I contacted Acima leasing and Foothills Furniture and asked them to cancel the lease. I have spoken with multiple **** from Acima leasing since then and this has not been resolved. I informed them I had revoked the payments as I wanted the lease canceled. I talked to my bank and stopped any payments going out to them since the product is not even in my possession. I have still been getting texts, calls, and emails regarding making the payments. I'm tired of explaining the same thing to different **** and being given the runaround. I call and I'm kept on hold for over 30 minutes and still the issue doesn't get resolved. I was even on the phone with both Acima and Foothills Family furniture **** and it was confirmed the merchandise was in Foothills' possession. I was specific on what I wanted and didn't get which makes the sale null and void. I would like the communication from Acima Leasing to cease. I can't return the merchandise as it is not in my possession. ****** the lease.

  

  Business Response

  Date: 05/23/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******** ****** through the Better Business Bureau on May 14, 2025. We investigated this complaint and prepared the following response. 
  
  As per Ms. ******* request to have the communication from Acima Leasing stop, we have marked her account with a do not contact flag. Our resolutions team has reached out to the retailer and verified that they have the merchandise in their possession and the delivery was never completed. As such we have terminated Ms. ******* lease. 
  
  We find it unfortunate that Ms. ******* has been dissatisfied with her experience with Acima Leasing.  We hope Ms. ****** would elect to work with Acima Leasing again in the future. If Ms. ****** has any further questions or concerns she may contact our ***************** by calling **************. 

  Customer Answer

  Date: 05/23/2025

   
  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:05/14/2025

  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 has flooded my email inbox with approvals for leases of various amounts of money. I have never requested anything from this company, I have no idea what they do or how they got my contact information. There is on Unsubscribe link in their emails, which is in violation of *** guidelines.

  

  Business Response

  Date: 05/16/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ***** ****** through the Better Business Bureau (the BBB) on May 14, 2025. We investigated her complaint and prepared the following response. 
  
  In her complaint Ms. ****** states that our emails dont have an opt out or unsubscribe button. We confirm that there is an unsubscribe link as per *** regulations. We note that Ms. ****** did not provide a full lease number, and the physical address, email, and phone number provided does not match any leases in our system. We thereby request that she provide additional identifying information so that we can fully investigate the dispute. Ms. ****** may provide at least two of the following pieces of information, physical address as provided at the time of application, phone number, email address, and the last 4 digits of the social security number or ITIN. She may reach out to our customer service department directly at **************, to provide this information and so we can assist her with unsubscribing her from communications. 

• Initial Complaint

  Date:05/12/2025

  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.

  Deceptive marketing, they did not make clear the billing and how high of payments would be. Leading to overdraft charges and a fight w my bank over an automatic payment.

  

  Business Response

  Date: 05/14/2025

  Acima Leasing received the complaint filed by Ms. ******* ****** through the Better Business Bureau on May 13, 2025. We were unable to locate a lease associated with the identifying information Ms. ****** provided. She may contact our customer service department at ***** ******** with questions or request no further communication or to alter her automatic payment authorization.  

• Initial Complaint

  Date:05/12/2025

  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 the account referenced under account number ********* that appears on my credit report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with ACIMA DIGITAL FKA SIMP Under 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within 30 days. I have not received any signed contract or documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name. Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts. Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  

  Business Response

  Date: 05/14/2025

  Acima Leasing (hereinafter “we,” “us,” “our") received the complaint filed by Jessica ***** through the Consumer Financial Protection Bureau (the “BBB”) on May 11, 2025. We investigated her complaint and provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously. We conducted a preliminary investigation, and, after completing our investigation, we were unable to determine whether the lease associated with Ms. ******* information was a result of fraud. We kindly request Ms. ***** file a police report and provide us with a full and complete copy of the same to ***************. Alternatively, Ms. ***** may provide us with a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”) Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is, in fact fraudulent, we will terminate the lease in our system. We investigated our reporting upon receipt of this complaint and confirm we are not reporting lease or payment history, we encourage Ms. ***** to provide proof of any alleged reporting. Absent proof of fraudulent activity, we will not terminate the lease. No further action will be taken while we await additional documentation.  
  Ms. ***** may send the requested documents to ***************, with any questions.  

• Initial Complaint

  Date:05/12/2025

  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.

  This company has allowed 5 fraudulent leases to be opened in my name. I contacted their fraud department to place a fraud flag. They stated they 'blacklisted' my profile and yet, just today, I saw two new fraudulent leases opened in my name, after their fraud department stated they 'blacklisted' my profile. I called Acima. They *** stated they are not capable of sending me a confirmation showing the leases have been cancelled. Yet, they continuously allow fraudulent leases to be opened. I have done, nor will ever, do business with Acima. I don't know what kind of security measures they take to allow a 5th fraudulent lease to be opened, even after their fraud department said they would blacklist this profile. Unacceptable due diligence. I don't know what Acima does to protect their consumers but they allow fraud to be committed constantly.All fraudulent lease numbers ******** ******** ******** ******** ********

  

  Business Response

  Date: 05/14/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ***** *** through the Better Business Bureau (the BBB) on May 12, 2025. We investigated their complaint and prepared the following response.  
  
  Acima Leasing takes identity theft allegations seriously. After receiving the police report that Mr. *** submitted to us, our **************** investigated the lease under Mr. **** information in our system and determined that the lease was created fraudulently. As such, we have terminated the lease associated with Mr. **** information. We confirm that Mr. **** account has been flagged for fraud or blacklisted as Mr. *** stated. When the application was submitted it was flagged as fraud by the system and triggered a manual review from a supervisor who cancelled the lease. Please note, Acima Leasing is unable to prevent applications from being submitted, however, Mr. **** information will remain flagged in our system. 
  
  As we have granted Mr. **** desired resolution, we consider this matter closed. If Mr. *** has additional questions, he may contact our customer service department at **************. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23317098
  
  I am rejecting this response because:
  

  I requested the flag/blacklist after the first round of fraudulent leases. After Acima first said they placed this flag, several more fraudulent leases were opened in my name. I had to contact Acima multiple times. The *** initially said something went wrong on the first request. 

  Had I left this up to Acima, I would have more fraudulent leases opened. Acima failed on the first request and I had to ensure this was done via multiple calls to Acima. While the blacklist is now finally on my account, it required several calls and constant monitoring on my side. Had Acima properly fulfilled the request the first time, it would have avoided more police ***orts, calls, emails, and fraudulent leases.

  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 05/16/2025

  As we mentioned in our first response, we confirm that Mr. **** account has been flagged for fraud. When the recent applications were submitted, they were flagged as fraud by the system and triggered a manual review from a supervisor who then cancelled the lease. Please note, Acima Leasing is unable to prevent applications from being submitted, however, Mr. **** information will remain flagged in our system. 
  
  As we have granted Mr. **** desired resolution, we consider this matter closed. If Mr. *** has additional questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:05/09/2025

  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.

  Acima has charged my bank account ***** twice in the last two weeks and I don't have a account with them

  

  Business Response

  Date: 05/16/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Mr. ******* ******** through the Better Business Bureau (the BBB) on May 9, 2025. We investigated his complaint and provide the following response. 
  
   
  
  Acima Leasing takes fraud allegations very seriously. We conducted a preliminary investigation. We were unable to locate a lease matching Mr. ******** provided identifying information. As such, we are unable to determine whether the lease associated with Mr. ******** information was a result of fraud. We kindly request Mr. ******** file a police report and provide us with a full and complete copy of the same to ******************************* Alternatively, Mr. ******** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit) Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is, in fact fraudulent, we will take all necessary action. No further action will be taken while we await additional documentation. 
  
   
  
  If Mr. ******** would like to assist our agents in locating a lease associated with his information, he may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:05/06/2025

  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.

  Deceptive practices and terms. I recently took out a Bob furniture lease and prior to receiving the furniture been calling in to setup a payment date and was told to do so within at least two weeks of receiving the furniture. Surprise surprise they set up a payment without my acknowledgement or confirmation of any such date and they refuse to accommodate me. Say they can split the missed payment into the next two payments. Had they called me or set it up when I called this would been avoided. There emails automatically went to my spam folder but in the amount of time of received the furniture they still should have been able to accommodate me.

  

  Business Response

  Date: 05/14/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ***** **** through the Better Business Bureau (the “BBB”) on May 06, 2025. We investigated his complaint and prepared the following response.    
    
  On April 14, 2025, Mr. **** entered an independent third-party retailer – Bobs Discount Furniture (the “Retailer”) – located in Manchester. While with the Retailer, he applied and was approved for our leasing services. Mr. **** selected the property described as a “Bettie Sofa, Bettie Pushback Recliner, Brady Recliner, Prime Full Mattress” (the “Property”). Acima Leasing purchased the Property, and Mr. **** electronically entered into a rent-to-own-purchase agreement (the “Agreement”), wherein he agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property, Mr. **** was required to make rent renewal payments of $257.72 before tax, plus an initial rent payment of $60 before tax, for a total of $6,245.05 (the “Total of Payments”) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.   
   
  Mr. **** claims we set up a payment plan without his acknowledgement or confirmation. According to the Agreement Mr. **** entered into, he did, in fact, agree to make automatic rent renewal payments. Moreover, paragraph 2 of the Agreement states, “(1) Renewal Payments... and (2) Optional Liability Damage Waiver payment... are due twice-monthly thereafter while the Agreement remains in force, commencing on the date of your first paycheck received after the Property has been delivered, but no sooner than 7 days after your delivery date.” Based on the delivery date of April 22, 2025, and the payment dates provided by Mr. ****, his first renewal payment date was April 30, 2025.  Mr. **** acknowledges he did, in fact, receive the emailed notification, Acima Leasing is not in control of how customers emails may recognize communications we send. We encourage Mr. **** to route Acima Leasing emails to his regular email inbox.  
   
  We note Mr. **** reached out to us directly and set up a catch-up plan. We note on May 1, 2025, he was speaking with us about “fresh start” program, to adjust his next payment date. If he would like to cancel his catch-up plan, he may contact us directly and we will restart his payment schedule to begin as of May 15, 2025. He may also elect to keep his current catch-up plan.  
   
  Mr. **** may contact our customer service department at (**** ******** to initiate this request.  

• Initial Complaint

  Date:05/03/2025

  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 purchased furniture for my mother for Christmas. Lost my job and was not able to pay the furniture off withing the 90 days. I called for Acima to pick the furniture up. On two occasions, I took off work and no one showed. I phoned and it took almost two weeks to talk with someone. I was constantly disconnected. I was finally told that there was no one available to pick up the furniture. The representative then talked me into keeping the furniture and only paying another $1,000. A new agreement was made. Acima took money out of the account and sent the checking account into overdraft of $269. I called back and said I did not want to continue with the contract because I did not like their business practices nor the fact that it was so difficult to get to the correct department to handle my situation without sitting on hold for literally almost an hour before I get a person who can handle my complaint. I was told that I could not return the furniture. The representative actually told me to donate or sell the furniture. I do not want the furniture and want them to pick it up. A 3rd contract was established and again they are not holding up to their end of what was discussed. I called the bank and put a stop on all payments. The bank said after the stop payment was made that Acima actually used another name and was able to still take money out of the checking account.

  

  Business Response

  Date: 05/08/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ****** through the Better Business Bureau on May 5, 2025. We reached out to Ms. ****** directly upon receipt of this complaint and came to a mutually satisfactory resolution. She may contact our resolutions department at (801) 297-1986 with further questions or concerns.