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:05/11/2024

  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.

  On January 20, 2024 I made a contract with ***** Tires to do upgrade work on my ****** 4Runner. The owner pushed me to use Acima although I did have my own credit card. I was told I needed to pay off my credit loan with Acima before the parts could be delivered. On March 13, 2024 I made my last payment. I contacted ***** tires and received no response, I left voice messages and no response, I went in person and the business was closed. I contacted Acima several times to collect my money back since I did not receive the service, eventually I was told they could not do anything since I paid off the loan. It was not their problem I never received service.

  

  Business Response

  Date: 05/20/2024

  Acima Leasing (hereinafter we, us, our Acima) confirms receipt of the complaint filed by *********************************** through the Better Business Bureau on May 11, 2024. We are currently still investigating this matter listed in Ms. ********* complaint. We reached out to her directly on May 15, 2024, and confirm that absent additional confirmation from the retailer that the property was, in fact, provided to ********************, the lease will be terminated and all payments made refunded to their original method of payment. We will follow up directly with ******************** once we have completed our investigation to inform her of the actions taken on her lease. In the meantime, should ******************** have any questions, she may contact our resolutions department directly at **************.  

• Initial Complaint

  Date:05/08/2024

  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 is reporting a charged off account on my file. I opened an account with them and fully paid it off in a few months of having it. However, they contacted me saying they would be willing to settle for $300 but I owe them nothing so why do I have to pay anything at all?

  

  Business Response

  Date: 05/14/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *********************** through the Better Business Bureau on May 8, 2024. We investigated his complaint and prepared the following response.

  On February 8, 2019, ************ entered an independent third-party retailer Landmark Furniture (the Retailer) located in *******, *****. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property (the Property). Acima purchased the Property, and ************ electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ************ was required to make 52 weekly lease renewal payments of $13.58 before tax, plus an initial rent payment of $50.00 before tax for a total of $756.00 (the Total of Payments) before tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.

  ************** lease was charged-off on November 3, 2019, due to non-payment. As of todays writing, we confirm that ************ has paid Acima $308.02 in rent. The lease is ***** days delinquent, with a past-due balance of $1,007.98 before tax, that includes rent past-due and fees accrued.

  ************ alleges [He] opened an account with [**********************] and fully paid it off... To assist with ************** understanding, Acima also offers two Early Purchase Options (EPOs); each of which reduces the cost of ownership to the customer and terminates the Agreement prior to the completion of all scheduled rent renewal payments. The first EPO is a 90-Day EPO wherein a customer can obtain ownership of the property within 90 days of receiving the property by paying the 90-Day EPO purchase price. ************ had a 90-Day EPO purchase price of $360.00 before tax which expired on May 9, 2019. We confirm he did not meet the amount on the date of May 9, 2019. The second EPO stipulates a customer may obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments plus any past-due rent. Due to the status of the lease, neither option is available to ************.

  ************** desired resolution is for Acima to correct the reporting. Upon receipt of the present complaint, we investigated our reporting of ************** lease and confirm it is accurate in its entirety. Acima is obligated to report correct and accurate information to the credit bureau. Please note that Experian is the only national credit bureau to which Acima reports.

  We hope this explanation clarifies the payoff terms **************** Agreement and his responsibilities thereunder. For purchase or settlement options, please contact our recovery department at **************.

• Initial Complaint

  Date:05/07/2024

  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.

  The following account is listed on my credit file, this account should not be listed on my credit file. I have attached my legal FTC form, I have sent you a hard copy of my police report if this account is not removed from my credit file in one business day I will bring this information forth to a judge in my area to file charges.

  

  Business Response

  Date: 05/13/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ********* ***** through the Better Business Bureau on May 7, 2024, with the attached Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). We investigated her complaint and prepared the following response.

  Acima takes fraud allegations very seriously. Upon receipt of this complaint, we investigated the attached FTC Identity Theft Affidavit. Out of an abundance of caution, on May 10, 2024, we submitted a request to Experian for the removal of our reporting. The AUD control number is *******. Please note, Experian is the only national credit bureau to which Acima reports. Additionally, Acima is not in control of when Experian chooses to update its reporting.

  However, due to pertinent data received during the application process that matches what was provided in the  FTC Affidavit, we will not terminate the lease absent a police report. We request that Ms. ***** provide a police report and send a full copy of the report to ***************. Upon receipt of the requested documentation, we will further investigate her allegation. Absent proof of fraudulent activity, we will not terminate the lease. 

  As we have removed our reporting of this account and are awaiting further documentation, we believe this matter to be closed.  If Ms. ***** has any general questions regarding the lease, she may contact our recovery department at ###-###-####. 

• Initial Complaint

  Date:05/06/2024

  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.

  I have been a victim of identity theft, noticing unauthorized transactions and other suspect activities linked to my identity. Although I have reported this to the police, I need further assistance to resolve these issues, recoup my financial losses, and clear my name. I would appreciate your help in having this account removed from my credit report. Please assist me with this matter. ------------ ACIMA DIGITAL FKA SIMP, Opened On - 10/1/2021, Account Number - *******. -----------

  

  Business Response

  Date: 05/07/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by ***************************** through the Better Business Bureau on May 6, 2024. We investigated his complaint and provide the following response.   
  
  ************** indicates he believes a lease to have been created as a result of fraud. Acima takes identity theft and fraud allegations very seriously. If ************** believes his identity was used to fraudulently create this lease, we request that he file a police report and/or a ************************ (FTC) Identity Theft Affidavit and provide us with a complete copy of the same at ******************************* Upon receipt of the full police report pr FTC Identity Theft Affidavit we will further investigate his allegation. If it is determined that in fact it is fraudulent, we will terminate this lease. Absent proof of fraudulent activity we will not terminate the lease or remove our reporting. Please note, Experian is the only national credit bureau to which we report. We have placed a pause on our reporting for 30 days while we await the requested documentation.  
  
  As we are awaiting further information, we consider this matter closed. If ************** has any additional questions regarding this response or obtains the requested supporting documentation, he may contact our fraud department at *******************************  
  

• Initial Complaint

  Date:05/02/2024

  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 signed up for early pay off option initiated by a company representative via phone. Now the terms have changed to long term recurring payments. The company is saying I missed a deadline for 4/12/24 and they withdrew monies from my acct.4/1/24. Additionally I was told ***** would be my last month for payment and would be higher than previous payments since it was the final. I want to be made whole by this company honoring the original terms I agreed to.

  

  Business Response

  Date: 05/03/2024

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ****************** through the Better Business Bureau (the BBB) on May 2, 2024. We investigated his complaint and prepared the following response.  
  
  Pursuant to our records, on March 4, 2023, ************ entered an independent third-party retailer Eye Deal Optical  (the Retailer) located in *****, ********. While with the Retailer, he 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 he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ************ was required to make 52 weekly rental-renewal payments of $27.13, plus an initial rent payment of $50.00, for a total of $1,460.25 (the Total of Payments). Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.  
  
   As a courtesy to our customers, we offer two Early Purchase Options (EPOs); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 90-day EPO wherein ************ may obtain ownership for less than the Total of Payments. The 90-day EPO expired on April 12, 2024, and the lease is continuing for the agreed-upon terms. The second EPO stipulates that ************ can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 45% of any remaining renewal payments. This option is currently available to ************ and will be until the end of the lease rental period. 
  
  ************ did not meet the 90-day EPO amount as of the deadline, so his lease is continuing for the agreed-upon terms. ************ had been informed in several emails of when his 90-day EPO expires, and we show that he opened these emails. Additionally, ************ was also provided a link to Acimas customer portal, located at *********************************/, where he could log in to view a copy of the Agreement at any time, view the status of his lease, and make payments. 
  
  Alternatively, if ************ does not wish to execute a purchase option outlined in the Agreement, he may terminate the Agreement at any time and without penalty by returning the Property to Acima in accordance with our directions, pursuant to paragraph 9 of the Agreement titled, Termination.    
  
  In conclusion, we confirm the following. We provided ************ with accurate information pertaining to his 90-day EPO, we acted in accordance with the Agreement, and ************ did not attempt to execute the 90-day EPO within the allotted timeframe. As such, we will not ***** his request for a billing adjustment. 
  
  We hope this explanation clarifies the purchase terms of ************** Agreement and his responsibilities thereunder. If ************ has any questions or wishes to explore purchase, or termination options that are available to him, we encourage him to contact our customer service department at **************. 
  

• Initial Complaint

  Date:05/02/2024

  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.

  I was going to purchase furniture at ***** furniture through acima. I made a down payment of $51.94 on March 1st on March the 3rd I canceled it because the furniture would not fit in my living room this was canceled before it was delivered and they told me I had the right to do that and that I would receive my $51.94 back within seven business days. No refund in 10 days so I called them they told me that it would take 30 days because they had to send me a check we are now on May 2nd still no check I just called them to find out where the check is they told me they mailed it out they don't know where it is and there's nothing they can do for me they can't put a stop payment on the check or issue me another one I believe they are crooks and that they do this to everybody.

  

  Business Response

  Date: 05/10/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by ****************** through the Better Business Bureau on May 2, 2024. We investigated Ms. ******** complaint and in response, we submitted a check refund request to be mailed to the address on file. We consider this matter closed as we granted Ms. ******** desired settlement.  

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21658384
  
  I am rejecting this response because:they claim they sent check out but it has not been received by me or even cashed. They refused to put a stop payment on it and issue me another one. It doesn't take 45 days to mail something..
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/20/2024

  For clarification, upon receipt of the initial complaint, we submitted a check refund request to be mailed to her address on file. As such, we consider this matter closed. 

  Customer Answer

  Date: 05/20/2024

   
  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:05/01/2024

  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 bought a gold chain and the Acima was the finance ! It cost $3,121.10 in order to finance they needed my bank account and routing number so they can with draw money out of my account so I called and made a payment on November 8,2023 for $63.87 and the next payment was made November 13,2023 for $1,623.75 and another payment was on December 19,2023 for the amount $1,082.50 and also between payments they where charged tax on each payments I also told them to take out the remaining balance before the 90 days which they did not do so know I owe $2,678.97 because of the 90 days when I called them I told them way did you take the payment she told me it was my responsibility to called them so they can take out the money when I told them I wasnt going to pay them they took out the money and know there are taking out on the first of the month and the 15 of the month taking please help me thats bull and also they have taken out of my account April 1 ***** $168.87 and April 15***** $287.57 and April 30***** $287.51 thats crazy my name is ******************************* my number is ************ please help thats wrong doing not good it all

  

  Business Response

  Date: 05/03/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by *********************************** through the Better Business Bureau on May 1, 2024. We investigated this complaint and provide the following response. 
  
  Pursuant to our records, on November 8, 2024, ****************** entered an independent third-party retailer New Gold Italia (the Retailer) located in *******, *****. While with the Retailer, he 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 he agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ****************** was required to make 24 twice-monthly renewal payments of $265.60 plus tax, plus an initial rent payment of $59.00 plus tax, for a total of $6,433.36 (the Total of Payments) plus tax. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.   
  
  As a courtesy to our customers, we offer two Early Purchase Options (EPOs); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 90-day EPO wherein ****************** may obtain ownership for less than the Total of Payments. The 90-day EPO expired on February 6, 2024, and the lease is continuing for the agreed-upon terms. As of the expiration date of the 90-Day EPO, ****************** had paid $2,559.00 before tax, and he was $621.10 short of meeting his 90-day EPO. ****************** did not initiate a purchase payment for the 90-day EPO, nor did he provide verbal authorization to do so. ****************** authorized regular rent renewal payments upon signing the Agreement, as such, Acima will continue to process rent renewal payments on their due dates, unless ****************** revokes that authorization. 
  
  Pursuant to paragraph 2 of the Agreement titled Payments. ******* authorized Acima to automatically draft the regular rental purchase payment amounts by their due date. If these rental payments are paid in advance, Acima is not authorized to continue drafting payments until they are due. As such, payments larger than the rental amount needed will pre-pay upcoming rent payments. Upon the clearing of the one-time payments, Acima is prohibited from withdrawing the minimum renewal payments until the prepayment expires. 
  
  We confirm Acima provided ****************** with accurate information pertaining to his 90-day EPO. Acima acted in accordance with the Agreement, and ****************** did not attempt to execute the 90-day EPO within the allotted timeframe. As such, we will not ***** his request for a billing adjustment. 
  
  ****************** currently has two purchase options available to him. First, he may utilize the second EPO at any time, which stipulates that ****************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments. This option is available to ****************** and will be until the end of the lease rental period. ********************** also choose to continue his rent renewal payments throughout the remainder of his rent renewal schedule and will obtain ownership upon completion of these payments. If ****************** no longer wishes to obtain ownership of the Property, he may terminate the Agreement by returning the Property to Acima.   
  
  If ****************** has any additional questions regarding this response, he may contact our customer service department at **************. 

• Initial Complaint

  Date:04/30/2024

  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 went through the process of buying a wheels and tire package through Texas Tires in ******, I was approved for a certain amount and agreed to it. Problem was that the shop didnt have the wheels I wanted and would have to order them, sales rep said could take a week or so and he would call me. I left the shop with no wheels or tires but a signed lease which was my mistake. I decided over the weekend I didnt want the wheels, so I read the Acima lease which stated I had 30 days to cancel, but I had to send a certified letter so I did. I called the following week both Acima and Texas Tires to cancel and was told they would look into it. I never heard anything back and called the next week, while in the meantime they start pulling payments automatically from my account almost $200 every 2 weeks. I called Acima again and they put me in touch with resolution department which I was told they would call Texas Tire to find out the situation. I then called Texas Tires again and was told a manager would call and never did. Long story short, I called Acima today and they said they have closed the dispute and will not be cancelling the lease because they verified with Texas Tires that I did pick up the merchandise when I never actually did. I need this to be fixed!!

  

  Business Response

  Date: 05/06/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by *************************** through the Better Business Bureau on April 30, 2024, regarding his lease status. We investigated this complaint and prepared the following response.

  We confirm Mr. ******* lease was terminated on April 30, 2024. A refund of all rent renewal payments is being arranged with him directly. **************** has no further payment obligations to Acima in connection with this lease.

  As we have granted Mr. ******* desired resolution, we consider this complaint closed. **************** may reach out to us with any questions regarding this response at ************************************ If he has any questions regarding his terminated lease, the refund, or other general questions, he may contact our customer service department at ************.

• Initial Complaint

  Date:04/30/2024

  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 had paid my account to settle it and requested a letter stating that the debt was settled. We have called multiple times trying to get the letter and they keep stating they will send it and they have never sent it. This has been going on since we paid the account on 4/18/24. We keep getting told by the customer service department that they don't do the letters that a different department issues those and emails them. We have tried three different emails now.

  

  Business Response

  Date: 05/09/2024

  We confirm **************** requested letter was emailed to him on April 30, 2024. As such, we consider this matter closed. If ************** has any additional questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:04/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ACIMA DIGITAL FKA SIMPLE. I do not have a contract with the collection agency trying to collect, and reporting this to my credit. They also did not provide me with the original contract as I requested.

  

  Business Response

  Date: 04/29/2024

  Acima Leasing (hereinafter us, we, our and Acima) received the complaint filed by ***************************** through the Better Business Bureau (BBB) on April 27, 2024. We investigated his complaint and prepared the following response.     
  
  We were unable to locate a lease account in our system matching the identifying information that ************** provided in his complaint. ************** may contact our customer service department by phone at ************** 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 ************** to contact our credit reporting department by email at ********************************************************** regarding matters related to credit disputes. Additionally, a copy of each customers signed lease-purchase agreement is available on our customer portal at *********************************/.