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:04/28/2024

  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 purchasing an item on payments. The payment program is through a company called Acima. I understand there are interest charges for payment plans as well as taxes. What I don't understand is how are they (Acima) allowed to tax me every time I make a payment. I am being taxed on the same item multiple times. How is this even legal?

  

  Business Response

  Date: 04/30/2024

  Acima Leasing (hereinafter us, we, our and Acima) received the complaint by *********************************** through the Better Business Bureau on April 28, 2024, regarding taxes. We investigated her complaint and provided the following response.

  ****************** states, [She does not] understand is how [Acima is] allowed to tax [her] every time [she] make[s] a payment. As stated by paragraph 2 of the signed Agreements titled, Payments, Acima charges and collects tax with each renewal payment when required to do so by your state. As required by the state of *******, Acima charges and collects sales tax with each rent renewal payment. We reviewed Ms. ******** lease and confirmed that Acima is appropriately charging state sales tax, as required by law. She may access a copy of her Agreement at any time, on our customer portal at ******************************************.

  As we confirm ****************** is not entitled to a billing adjustment, we will not ***** her request. If ****************** has any further questions regarding the function of the Agreement or our services, she may contact our customer service department at **************. 

• Initial Complaint

  Date:04/28/2024

  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 IS HARASSING ME ABOUT A DEBT THAT IS NOT MINE. They have the wrong person.I demand they cease and desist about a debt they are trying to collect: Here is my letter to them if they want to continue to contact me:This letter is being sent to you in response to a listing on my credit report. This is not a refusal to pay, but a notice to request validation.Under the Fair Debt Collections Practices Act (FDCPA), I have the right to request validation of the debt you say I owe you. Be advised that I am not requesting a "verification"; I am requesting a "validation;" that is, competent evidence that I have some contractual obligation to pay you.Please provide at least the following information within 30 days from the date of your receipt of this request for validation:Name and Address of Alleged Creditor:Name on File of Alleged Debtor:Alleged Account #:Address on File for Alleged Debtor:Amount of alleged debt:Date that this alleged debt became payable:Date of original charge off or delinquency:Was this debt assigned to debt collector or purchased?Amount paid if debt was purchased:Agreement that bears the signature of the alleged debtor wherein he or she agreed to pay the creditor.If your offices fail to respond to this validation request within 30 days from the date of your receipt, all references to this account must be deleted and completely removed from my credit file and a copy of such deletion request shall be sent to me immediately.SEND ME PROOF THAT THIS DEBT IS MINE INCLUDING MY SIGNATURE AND ALL OF THE OTHER ITEMS REQUESTED OR LEAVE ME ALONE.***********************

  

  Business Response

  Date: 05/01/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Mr. ************************** through the Better Business Bureau on April 28, 2024. We investigated Mr. ******** complaint, contacted him directly via email and addressed his concerns. As such, we consider this matter closed. If ****************** has further questions or concerns, he may contact our recovery department at **************. 

• Initial Complaint

  Date:04/27/2024

  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 am writing to address a concerning matter arising from my recent interaction with one of your representatives, Ms. P****, at ACIMA. On April 27th, I contacted ACIMA to resolve a lease purchase agreement. Despite my explicit request to settle for $31, distinct from the proposed $93, Ms. P**** purportedly agreed to the revised amount, and $31 was remitted.
  
  However, subsequent inquiries revealed that the payment was erroneously attributed to a previously settled lease, not disclosed during our prior exchanges. Ms. P****'s dismissive response and Ms. R*****'s failure to resolve the issue have only compounded my concerns.
  
  The disparity between email settlement terms and representations made by representatives raises questions about ACIMA's operational protocols. I urge ACIMA to conduct a comprehensive review to rectify systemic deficiencies and ensure equitable treatment of clients.
  
  I am formally registering this complaint and seeking redress. I trust this matter will receive prompt attention and resolution.

  

  Business Response

  Date: 05/03/2024

  Acima received the complaint filed by Ms. ******** ***** on April 27, 2024, through the Better Business Bureau. We reviewed her complaint and prepared the following response.  
  Ms. *****’s payment of $31.01 on April 27, 2024, was applied to her lease number *******, and this lease was closed as purchased. As it appears Ms. ***** intended to apply this payment to her other open lease, number ********, as a courtesy we have closed this lease as purchased for the amount received. Ms. ***** has obtained ownership of the leased properties which is the subject matter of both leases, and has no further payment obligations to Acima.  
  As we have granted Ms. *****’s desired resolution, we consider this complaint closed. Ms. ***** may contact our customer service department at ###-###-#### with additional questions.  

  Customer Answer

  Date: 05/06/2024

  
  
  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:04/24/2024

  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.

  Lease # ******** On April 5, 2024 I went into one of your retailers that offered ACIMA leasing to purchase an appliance.( Low Country Discount Appliances 2 ***************************************** **************) Upon carefully reviewing the lease agreement I decided that I did not want to proceed with the lease and immediately canceled the contract on the same date. I also advised Low Country Discount Appliances that I no longer wanted the merchandise and for them not to deliver it to my residence. On April 19, 2024 funds in the amount of $92.74 were deducted from my bank account even though I canceled the lease on April 05, 2024 and did not receive the merchandise into my residence. I was informed that my account would be referred to the ********************* and that they would contact me in reference to this matter, However I have not received any correspondence from the resolution department. I am concerned that future monies will be deducted from my account and I do not have any merchandise. I have reached out to customer service on 04/05/2024, 04/22/2024, & 04/24/2024 . As of this date the lease is still showing active, and I am asking that A refund in the amount of $146.74 be credited back to me as soon as possible.

  

  Business Response

  Date: 04/30/2024

  We received an exact complaint directly from ********************. We confirm we responded to her directly and resolved her concerns, and as such, we consider this matter closed. 

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising 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.

  My account # is ********. The same as cash amount earlier this month was $2,771.70 and because it expired on April 10, 2024. They have increased my balance to $7,309.06. I was offered a discount for approximately 25% to reduce to $4,787.18. This is more than double than what we purchased and I can understand some interest or fees but they are getting away with charging customers an excessive amount.

  

  Business Response

  Date: 04/26/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on April 24, 2024. We investigated her complaint and prepared the following response. 
  
  Pursuant to our records, on January 4, 2024, **************** entered an independent third-party retailer ******************************* (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. Acimas leasing product has no interest rates; all costs and purchase options are disclosed within the Agreement and offered for review before signing, and do not change. 
  
  Acima transactions are not financing arrangements or loans with interest. Acima purchases the merchandise selected by the customer from the retailer and then rents the merchandise to the customer through a terminable rental-purchase agreement, that contains the disclosures as required by applicable law. 
  
  As a courtesy to the customer, ********************** offers two Early Purchase Options (EPO); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the 12-month Rental Period contained within. The first EPO and the only EPO discussed in ****************** complaint is a 90-day EPO where a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the disclosed purchase price. **************** had a FEPO purchase price of $3,216.93 before tax which expired on April 10, 2024. **************** did not meet that total as of the deadline, so her lease is continuing for the agreed-upon terms.  **************** had been informed in emails of when her 90-day EPO expires, which we show that she did open the sent emails, as well as view the amount needed to purchase the Property. Additionally, **************** was also provided a link to Acimas customer portal, located at *********************************/, where she could log in to view a copy of the Agreement at any time, view the status of her lease, and make payments.  
  
  Alternatively, if **************** does not wish to execute a purchase option outlined in the Agreement, she 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.   
  
  Acima did our due diligence to ensure **************** was aware the Agreement was, in fact, a leasing agreement with several purchase options.  **************** may also continue her regular rent renewal payments and obtain ownership after the completion of all rent renewal payments. 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. This option is still available to **************** and will be until the end of the lease term. 
  
  ****************** desired resolution is for " both accounts to be paid and settled in full. We will not ***** this request. We confirm the purchase amounts and payments are fully disclosed within the Agreement, prior to signing, and it was ****************** responsibility to review the terms and conditions of the Agreement. **************** elected to utilize our services, and we confirm, that we follow all applicable laws and regulations regarding the structure of our Agreements, including the purchase terms.   
  
  We hope this explanation clarifies the payoff terms of ****************** Agreement and her responsibilities thereunder. If **************** has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our recovery department at **************. 
  

• Initial Complaint

  Date:04/20/2024

  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.

  I received and email about a new lease that doesnt authorize today . Unfortunately I was not the person applying for it. I believe someone using my information.

  

  Business Response

  Date: 04/22/2024

  Pursuant to our records, on April 15, 2024, we received an application for our services from **************** with ****************** located in *********, ************; however, it was denied. If **************** still believes that this application was fraudulently submitted, we encourage him to report it to law enforcement or the ************************ at identitytheft.gov/#/. **************** may provide us with copies of such documentation at ******************************* Additionally, he may want to review a copy of his credit report and place a fraud alert with the credit bureaus. 
  
  We consider this matter closed. If **************** any further questions or concerns, he may contact our customer service department at **************. 

• Initial Complaint

  Date:04/20/2024

  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 purchased a new washer machine and dryer and sofa. I was told and in the contract stated once All of my furniture is delivered they will bill me. Well my couch and washer machine and dryer was delver but my love seat wasnt. I was told they will call me once they have an estimated delivery date. I never received a call I purchased items a month ago! Still have received a call ! But acima took a payment when they told me ONCE ALL OF YOUR ITEMS ARW DELIVERED WE WILL CHARGE YOU THEY TOLD ME THAT OVER A RECORED LINE !!! So i want my money back and they need to push my 90 day payout !

  

  Business Response

  Date: 04/23/2024

  We contacted Ms. ************;and reached a resolution to the complaint. As such, we consider this complaint closed. Ms. **************** contact our customer service department with any additional questions at **************.   

• Initial Complaint

  Date:04/19/2024

  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.

  The lender/bank/company is reporting an account payment status as a chargeoff/canceled debt/loss/write off. So I contacted them about sending me a 1099C the business is supposed to send to all consumers per IRS Publication 4681, to file on my tax return as income. I have yet to receive it! So I would like to report this business for tax fraud, and inaccurate reporting of my consumer report per title 15 USC 1681 s-2, which outlines the responsibilities of furnishers of information to consumer reporting agencies.

  

  Business Response

  Date: 04/26/2024

  Acima (hereinafter we, **, our) received the complaint filed by ************************* through the Better Business Bureau (BBB) on April 19, 2024, regarding the reported history of his lease. Acima received a substantially similar complaint from **************** on April 19, 2024, through an alternate complaint forum.  We have responded in full to **************** and as such, consider this complaint closed.

  If **************** has any additional questions or wishes to explore purchase or settlement options that *** be available to him, he *** contact our recovery department at ************. If he has any questions about this response, he *** contact our compliance department at ***********************************. 

• Initial Complaint

  Date:04/19/2024

  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.

  As all calls may be monitored and recorded for quality assurance, I would like to request all of my recorded calls be pulled for proper coaching and customer etiquette. On or about 3/12, I contacted ACIMA to make right my lease, no fees were waived, I paid the past due & an upcoming payment. As well as requested for double payments to be automatically debited to pay the lease early. The rep suggested this could be done, if I recall correctly although it never did. Upon another payment being due 03/29, my debit card was "locked", upon speaking with rep she said my *** appeared inactive/unable to process a payment, although I strongly suggested to her my *** was still defintley in use. To date, I have used the *** to process ********* ***** on 04/11 suggested she doesn't understand why the previous rep would have said such. In addition on 4/11 when speaking with a new rep, she informed that would waive a fee of $25 for a returned payment only if I processed the payment with her which I did not do. On 4/19 when you all attempted to ***, I immediately called as it was locked again, and told I could not have any additional fees waived because I had too many. Once transferred to a supervisor ****,not only did he tell me the prev agent applied said "fee waiver" despite my knowledge and her saying she could not, that she did anyway and that an additional "late fee" was also waived. I do not believe a late of $5 was waived, as I paid $49 & your "NSF" fee alone is $25. ****, over multiple times without me agreeing tried to correct this unlawful adjustment to my bill by attempting to coerce me into advising him to remove the fee. **** was also not able to advised why there is a "NSF" fee applied for a payment that has only been ATTEMPTED & denied, especially if the customer is willing to make a same day payment, of minimum required amount. **** also could not explain why I was not removed from auto pay which would completely avoid giving or waiving fees like rep1 said he did

  

  Business Response

  Date: 04/23/2024

  Acima Leasing (hereinafter we, us, our, and Acima) received the complaint filed by ***************************** through the Better Business Bureau (the BBB) on April 19, 2024. We investigated her complaint and prepared the following response. 
  
  Pursuant to our records, on March 4, 2023, ****************** entered an independent third-party retailer La Familia **** & Jewelry (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. Pursuant to the Agreement, to obtain ownership of the Property ****************** is required to make 52 weekly rental-renewal payments of $32.50 before tax, plus an initial rent payment of $50.00 before tax, for a total of $1,740.00 (the Total of Payments) before tax. Alternatively, she can execute any other early purchase or termination option outlined within the Agreement.   
  
  As a courtesy to the customer, ********************** offers two Early Purchase Options (EPO); each of which reduces the cost of ownership to the customer and terminates the Agreement earlier than the 12-month rental period contained within. The first EPO, or the 90-day EPO, and the only EPO discussed in ****************** complaint, is a 90-day EPO where a customer can obtain ownership of the Property within the first 90 days of the Agreement by paying the disclosed purchase price. We confirm that Acima does not offer a payment plan to assist in purchasing the lease for the 90-day EPO, as the 90-day EPO is an option that a customer must directly initiate. 

   

  We have reviewed all communication with ****************** and confirm that she was given the correct information. We further confirm on the call that took place on March 7, 2024; she was told by the representative that they were able to schedule the past due amount to coincide with the next due renewal payment, to help ****************** get her lease current. While we find it unfortunate that ****************** is dissatisfied with the service provided to her, we confirm that our agents followed the correct procedures, and she was told the correct information. We additionally confirm that in no call did ****************** request automatic payments to cease. If ****************** would like to cease automatic withdrawals; she *** contact our recovery department at ************** and request that change.

   

  We confirm that ****************** has accrued a total of $85.00 in fees, of that amount, $75.00 is returned payment fees (NSF fees) and $10.00 in late fees. ****************** has paid $45.00 of her accrued fees, and an agent has waived $15.00 as a one-time courtesy on April 12, 2024. As a final courtesy to ******************, we have waived the remaining fee of $25.00. Acima fully discloses the terms of the rental-purchase agreement, including how late fees *** be accrued, prior to customers entering into the agreement. Further, Acima Leasing clearly indicates when a payment is due, both prior to its due date and upon use of our customer portal. If ****************** would like to adjust the payment method, or rental-payment frequency for her rental-renewal payments, she *** call us and request that change. 

  
  As we have reviewed all communication, and granted her a courtesy fee waiver, we consider this complaint closed. If ****************** has any questions or concerns concerning her Agreement or would like to explore any purchase, termination, or settlement options that *** be available to her, she *** contact our recovery department by phone at **************.   

  
  

• Initial Complaint

  Date:04/19/2024

  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.

  On, March 16th, 2022 we will promised that we could pay off our lease with the payoff amount of $123.95. That was the payoff amount at time. The representative took the payment and 2 days later Acima submitted a required payment of $248.08. We talked with them and tried to get them to honor the agreement that was made on March 16th, 2022. We have tried to resolve this issue and they will even negotiate with us and will honor the payoff amount that we had agreed to and paid. Now, they are asking for $350 more. They are adding additional fees and we still do not own the merchandise after paying them all this money. They are dishonest and misrepresent themselves. We need your help with this matter. I offer them $200 and will not accept that either.

  

  Business Response

  Date: 04/26/2024

  Acima Leasing (hereinafter we, us, and our) received the complaint filed by Mr. ******************* through the Better Business Bureau on April 19, 2024. We have reached out directly to ************** and resolved this matter. If he has additional questions, he may contact our customer service department at **************.