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:04/04/2024

  Type:Service or Repair 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.

  Acima is trying to make us pay monetary compensation for a purchase that was damaged upon delivery by the retail establishment staff. Upon delivery, their staff was attempting to put the recliner back together and damaged the mechanism that opened and closes the recliner We contacted the retail store immediately the same day within an hour or two after the delivery staff left. We have made several calls. The retail store will take our name, but refuse to call us back. We had eventually spoke to the manager, attempting to resolve this by exchanging the furniture with the response of we cannot do that, because the furniture is no longer new and refused to return any calls there after. We have reached out to Acima to explain our situation and the problems that we were having with the damage merchandise and the retail establishment, we were continued to try and resolve to get the furniture repaired by the retailer. We were told that we would not be charged or if we were once we started the return. And the merchandise was in good condition, which the merchandise still has the tags on it and is in new like condition, that any money that we have paid would be refunded.. Acima attempting to charge us for the time we had the furniture in our possession but we were unable to use the merchandise from the very first day it was delivered due to the damage by the retailer our complaint is that the issue is between Acima and the retailer who damaged the product and that we should not be held accountable for damages caused by the retail store delivery staff. All we are seeking is to have the merchandise returned with no money owed by us, and still be in good standing with Acima for potential future use. Acima is trying to charge us $285 for the time that we had the furniture that we could not use due to the damage caused by the retail store. We feel that this dispute of monetary compensation is between Acima. And the retail establishment.

  

  Business Response

  Date: 04/08/2024

  Acima Leasing (hereinafter we, us, our Acima) received the complaint filed by *************************** on April 4, 2024, regarding the condition of the chair that is the subject matter of the rental-purchase agreement (the Agreement). We reviewed **************** lease and prepared the following response.  
  **************** indicates the chair was damaged upon delivery. Pursuant to our notes, a repair of the chair has been completed and we scheduled a pickup of the chair on April 9, 2024, to complete the return. We *************************** request to complete the return with no further amount owed. Once the chair has been picked up and the return confirmed, we will close **************** lease as returned, with no further payments owed. Completing a return will not prevent **************** from leasing with Acima in the future. 
   
  If **************** has any additional questions, he may contact our resolutions department at ************.  

  Customer Answer

  Date: 04/09/2024

   
  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:04/04/2024

  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.

  There's a collection from this company on my credit for 1,555 I've never done any business with this company and I don't owe them a dime ,this is fraudulent and I'm thinking about a lawsuit, it's having a negative impact on my credit history.

  

  Business Response

  Date: 04/11/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Ms. ****** ***** through the Better Business Bureau on April 4, 2024, regarding potential fraud.
  
  Acima takes fraud allegations very seriously. We request Ms. ***** file a police report and provide us with a full and complete copy of the same to ***************. Upon receipt of the requested documentation, we will further investigate the allegation. If it is determined that this lease is, in fact fraudulent, 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 have paused our reporting for 30 days while we await additional documentation. Please note, that Experian is the only national credit bureau to which Acima reports.
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. ***** has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at ***************. If Ms. ***** has any questions or concerns, in regard to her agreement, she may contact our customer service department by phone at ###-###-####.

  Customer Answer

  Date: 04/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

   I have enclosed documents proving from the company that has been paid in full and the date is actually present as well. I want this off my credit report and I don't understand why this company is allowed to have this on my credit report. Knowing that it is paid is frauduland I do feel like my case is a 100%  Accurate.

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I recently received the email stating that I can't prove. The fraudulent acts that this company is performing. So I will upload proof through emails stating that this company is a fraud. And I want this removed off of my credit report immediately.  Affecting my credit score because it was paid in full.Just like I knew it was.It's a shame that people have to go through all of this to fight for themselves.From these fraudulent illegal companies and creditor
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 04/17/2024

  Acima confirms that within the initial BBB complaint, Ms. ***** alleges fraud with the following statement, “I've never done any business with this company.” As we take fraud allegations very seriously, in our initial response we informed her of further fraud steps. Upon receipt of Ms. *****'s rejections and a review of our records, we have determined that Ms. ***** is disputing the accuracy of our reporting, not alleging identity theft. With that information in mind, we investigated her complaint, and prepared the following response.

  We confirm that Ms. ***** obtained ownership of the property on September 6, 2021, upon the initiation and success of a final purchase payment. We confirm the lease’s status is “Purchased,” and Ms. ***** has no further payment obligations to Acima.

  Upon receipt of this complaint, we investigated our reporting of Ms. *****’s lease history. We discovered our reporting did not include updated information. We updated the payment history and lease status, to accurately reflect. The AUD control numbers are ******* and *******. We have updated our reporting to reflect accurately immediately upon discovery of the inaccuracy, which satisfies the requirements set by the Fair Credit Reporting Act (“FCRA”). 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.

  Ms. *****’s desired resolution is for Acima to remove the reporting. We will not grant this request. We confirm our reporting is authorized under the Agreement and that the information Acima has reported falls under the scope of allowed reporting under the FCRA.

  We hope this response assists Ms. *****'s understanding of our reporting of her lease. If Ms. ***** has any questions or concerns in regard to her Agreement, she may contact our customer service department by phone at ###-###-####. 

  Customer Answer

  Date: 04/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You are.

  A waste of time.Do not respond back to me.Do not email me.You guys are a joke so is this world.
  

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the customer service for ******************** ***** entirely I've been on hold going over 4 hours

  

  Business Response

  Date: 04/10/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by ***************************** through the Better Business Bureau on April 4, 2024, regarding our wait times. Our records reflect that **************** contacted Acima numerous times but then disconnected before being connected with an agent on April 3, 2024, and April 4, 2024. However, we confirm he connected with an agent on April 4, 2024, and that we assisted him. As such, we consider this matter closed. If **************** would like to view details related to his purchased lease, he may access our customer portal online at ************************ or on the Acima Mobile App. If **************** has further questions, he may contact our customer service department by phone at ************** or via chat at acima.com. 

• Initial Complaint

  Date:04/04/2024

  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 purchased a lease with Acima in September 20, 2023. My buy out was for $900. I had my final payment scheduled for December 17, 2023. I call and requested a one week extension. I was told the extension was $100, bringing my final payment from $390to $490. I made the final payment of $490 on December 23, 2023. Yesterday, I was charged $47.76 for this same lease that I made the final payment for. The representative are saying that because I made the payment through the automated system and not through a representative that the $490 is not recognized as the least payout. This is a scam, they received the payment on the scheduled date. They are now saying I need to pay an additional payment of $386 to close the account. I want my refund for the $47.76

  

  Business Response

  Date: 04/08/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ***** through the Better Business Bureau on April 4, 2024. We investigated Ms. *****’ complaint, reached out her directly, and resolved her concerns. As such, we consider this matter closed. If Ms. ***** has further questions, she may contact our customer service department at ###-###-####.

• Initial Complaint

  Date:04/02/2024

  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.

  I used Acima leasing to purchase tires September 2023. The tires cost $917.52, and there was a fee of $50 to use Acima, so total cost advertised in the lease was $967.52. I reached this amount in January 2024, but continued to have $179.65 taken out of my account in February and March. I contacted customer service a week ago to see how I could stop making payments, and they informed me I had been approved for a lease of $2700, and therefore had to another $1800 of payments I had to make. I asked if I could "return" that money (they did not actually give me $2700, so I was making payments towards nothing), and they said no. I tried to use the money elsewhere since I could not return the money, and was unable to. I contacted Acima again yesterday to see how I could use that money elsewhere, and they said if I wanted to use the remaining $1800 I would have to apply for a new lease. I asked if applying for a new lease would mean I would only be paying the $1800 towards the new lease, and they informed me that I would be paying the new lease of $1800 in addition to the $1800 I "owe" in the original lease, doubling the price. They did not clarify this until I asked. There is no where in the initial lease that states I was approved for $2700, and it does not state anywhere that I would have to pay triple the price of the tires. They informed me that if I did not pay the full $2700 then I would have to return the tires, even though I had finished paying the cost of the tires in January. They were unable to answer any of my questions with any sense of logic, and continued to repeat the same things to me that were not answering the questions I was asking.

  

  Business Response

  Date: 04/03/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by *************************** through the Better Business Bureau on April 3, 2024. We investigated this complaint and provide the following response. 
  
  Acima offers lease-to-own services wherein customers may be approved to select property from retailers valued at up to a specific amount. Acima then purchases the property directly from the retailers on behalf of our customers, and customers enter into rental-purchase agreements wherein they agree to make lease payments to Acima until they either purchase the property or terminate the lease-purchase agreement. Customers may purchase the property or terminate the lease-purchase agreement at any time during the lease period by exercising a purchase option or following the termination instructions contained within the lease-purchase agreement.   

  **************** requests further information regarding her lease. We provide the following information to assist her understanding. Pursuant to our records, on August 31, 2023, **************** 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 property described as a 4 TIRES/ALIGN (the Property). Acima purchased the Property, and **************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, **************** was required to make 12 monthly lease-renewal payments of $167.12 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,055.40 (the Total of Rental Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. If **************** wishes, she may access a copy of her signed Agreement at ****************************************** and review the terms and conditions therein. 
  
  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 Ms. ******************* obtain ownership for less than the Total of Payments. The 90-day EPO expired on December 5, 2023, 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 65% of any remaining Renewal Payments. This option is available to **************** and will be until the end of the lease rental period.  Alternatively, if **************** does not wish to execute a purchase option outlined in the Agreement, she may terminate the Agreement at any time without penalty by returning the Property in accordance with **************, pursuant to paragraph 9 of the Agreement titled, Termination. 
  
  **************** indicates she was interested in obtaining a second lease with Acima. Please note, at the time Acima grants approval, we provide an approval amount where customers may select merchandise valued at up to a certain amount. Customers are not obligated to utilize the full approval amount with a single retailer. ****************** was granted approval to select merchandise valued at up to $2,750.00 with the Retailer. **************** has utilized $917.52 of that amount. Please note, this is the Retailer invoice amount that was utilized for her Agreement and from which the purchase amounts are based on. If ****************** wishes to do so, she may apply with a different third-party retailer who is affiliated with Acima and select merchandise to rent that is valued at up to $1,840. This approval amount is the difference between her initial approval amount and the retailer invoice price of the Property that she already selected.   
  
  **************** desired settlement to stop making payments. Pursuant to her request, on April 3, 2024, we turned off automatic payments for her lease. At any time, **************** can access her account through our online customer portal or by calling *********************** *************************** to make her lease-renewal payments. Please note, **************** is responsible to make on-time rent payments towards her Agreement manually, in order to avoid her rent becoming past-due. 
  
  If **************** has any general questions regarding her Agreement or would like to execute a purchase or termination option as outlined in the Agreement, she may contact our customer service department by phone at **************.   

  
  

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21521164
  
  I am rejecting this response because:
  

  In your response you stated that customers are not obligated to use the entire lease amount at a single retailer. I was truly fine with this, and planned to use the remaining $1800 at Best Buy. I tried to purchase computer parts at Best Buy (electronics were listed as eligible items with Acima as long as they were not permanent fixtures of a house), but when I went to check out there were error messages saying I could not make purchase any of the items. I called Acima the next day to figure out why this was happening, and they told me that if I wanted to buy anything through Acima at a different retailer I would have to apply for a new lease, and that I would be approved for the remaining $1800 spending limit. Before signing another lease agreement, I wanted to clarify that by doing this I would not be paying towards the original lease anymore since the remaining $1800 would be moved to the new lease with Best Buy. Acima informed me that I would still be paying the remaining $1800 towards the original lease in addition to the Best Buy lease, which would be doubling the amount I was already paying towards Acima. I was just very confused about how that made any sense. If what you had written in your response is true, and I can use the amount I was approved for at multiple retailers, then thats great and I would still like to do that. If not, then I will remain confused on the logistics. 

   

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/10/2024

  As mentioned previously, Acima Leasing purchased the Property, and **************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the Property **************** agreed to make the required 12 monthly lease-renewal payments of $167.12 before tax, plus an initial rent payment of $50.00 before tax, for a total of $2,055.40 (the Total of Rental Payments) before tax. Alternatively, she can execute any other early purchase or termination option outlined within the Agreement. Please note that **************** is still responsible for making her renewal payments for this lease until she executes a purchase option, or termination option as disclosed in the Agreement. Our removal of automatic payments does not remove ****************** payment obligations. 
  
  In order to utilize the remaining approval amount, ****************** first Agreement must be current and not past-due, as it currently reflects. If **************** elects to utilize the remaining approval amount for further merchandise, then a new lease-purchase agreement would be developed, and it would be in addition to her current lease-renewal payments. **************** would then be responsible for making lease-renewal payments for the Agreement as well as payments for a second agreement, should she choose to enter into another lease-purchase agreement. 
  
  If **************** has any general questions regarding her past-due Agreement or would like to execute a purchase or termination option as outlined in the Agreement, she may contact our recovery department by phone at **************. If **************** has further questions about the application process, she may contact our processing department by phone at **************. 

• Initial Complaint

  Date:03/28/2024

  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.

  This is a loan shark. They trick you into purchasing by hiding details and verbally lying, and then as soon as the item has been acquired, they change the story. You should NOT deal with this company. You will be twice as much at the item by the time you finish your contract. They say they dont have interest, but the fees are about 150%-200% over the item price. I was also told my payment could be lowered and I just had to wait for delivery to lower them but that was a lie.

  

  Business Response

  Date: 04/01/2024

  Acima Leasing (hereinafter we, us, our Acima) received the complaint filed by ************************************* through the Better Business Bureau (the BBB) on March 28, 2024. Please note, per our records, her name appears as ***********************************. We investigated her complaint and prepared the following response.  
  
  ******************** alleges Acima tricked her into utilizing our services. This is not accurate. Pursuant to our records, on March 9, 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 various furniture items (the Property) from the Retailer. Acima purchased the Property, and ******************** electronically entered into a lease-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Acimas leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing. We confirm ******************** was provided all terms and conditions of the Agreement prior to signing, including all purchase options, and elected to utilize our services. Additionally, if ******************** would like to review a copy of her Agreement, she may access Acimas customer portal, located at *********************************/, where she can log in to view a copy of the Agreement at any time, view the status of her lease, and make payments.   
  
  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 24-month Rental Period contained within. The first EPO 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. ******************** has a 90-day EPO purchase price of $3,733.97 before tax which will expire on June 26, 2024. ******************** 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.  
  
  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 lease-purchase agreement, that contains the disclosures as required by applicable law.   
  
  ******************** desired resolution is for a "refund. We will not ***** this request. As of todays writing, ******************** has made one payment, the initial payment totaling $49.00.  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. ******************** may continue her regular rent renewal payments and obtain ownership after the completion of all lease renewal payments or utilize one of the EPO's available to her. 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 following **************, pursuant to paragraph 9 of the Agreement titled, Termination. If ******************** wishes to terminate the Agreement; we encourage her to contact our customer service department at ************ so we may discuss available options with her. 
  
  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 customer service department at **************.   

• Initial Complaint

  Date:03/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/26/24 called today to get my balance to pay this account in full. I was transferred 4 times, hung up on 4 times just for asking for a supervisor. All this just for wanting to pay this account in full and zero the balance out? The reps are very rude and nasty. I been in the hospital with ***** and wanted to clear this up.

  

  Business Response

  Date: 03/27/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by ************************ through the Better Business Bureau on March 26, 2024. We investigated her complaint and prepared the following response. 

  We confirm ************************ called Acima several times on March 26, 2024, and was unwilling to verify her identity. Thus, we were unable to assist her. However, later that same date, ************************ complied with our verification process and received assistance in purchasing her lease. As such, we consider this matter closed. 

• Initial Complaint

  Date:03/26/2024

  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 purchased a play station for my son at Cellular repair in the *********** of *****************. I came in with the funds to purchase out right a playstation 5 for my son. The sales men explained to me that there was a company that would break the payment down for me, but he failed to tell me that my $1600 purchase would turn into a bill of $3781.60. I contacted the company to see how much my pay off balance is because I knew I was close to paying it off and when they replied with the amount they did I was floored. I asked how much their interest rate was and she advised they do not charge interest. I then asked the young lady, a representative for the company, how did the price triple and she could not give me an answer. She went on to say that the "cost of participating" is the cost of the equipment. I have no idea what that means, but once I advised that I would have to get someone involved she changed the information that she originally gave me. I have a really bad feeling about this company and I would like to settle for the amount of the equipment and be done with them.

  

  Business Response

  Date: 03/28/2024

  Acima (hereinafter we, us, our) received the complaint filed by Ms. ********** Forte through the Better Business Bureau on March 26, 2024. We were unable to locate a lease matching **************** provided identifying information. As such, we are unable to address this complaint. ************** may respond to this complaint with additional identification information, such as the lease number, so we may better assist her. Or if she would like to assist our agents in locating a lease account associated with her information, she may contact our customer service department by phone at **************.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21490144
  
  I am rejecting this response because: My name is ********************************** and the number on the account at the time was ********** but it's since changed to **********. The lease number is 17522923.
  
  Sincerely,
  
  Chardanele Forte

  

  Business Response

  Date: 04/01/2024

  In **************** rejection of our response, she provided sufficient identity information to locate a lease, as such we have prepared the following response.
  
  On December 19, 2023, ************** 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, she selected property described as " Ps5 slim controller 1 games keyboard controller charger (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 ************** was required to make 26 biweekly lease renewal payments of $142.37 before tax, plus an initial rent payment of $80.00 before tax for a total of $3,781.60 (the Total of Payments) before tax. Alternatively, she 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 ************** *** obtain ownership of the Property by paying $1,680.00 before tax by March 18, 2024. The second EPO 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.
  
  ************** alleges, The [Retailer] explained to [her] that there was a company that would break the payment down for [her], but [the Retailer] failed to tell [her] that [her] $1,600 purchase would turn into a bill of $3,781.60. For clarification, ************** is only expected to pay the Total of Payments if she does not exercise an EPO or termination option, and rents the Property for the entire rental period. Stated differently, ************** *** return the Property at any time and end any obligation associated with this Agreement, or purchase the Property during the course of her lease. Further, we confirm that the cost of leasing is determined at the conception of the Agreement, does not change, and was disclosed to ************** prior to allowing her to enter the Agreement. Pursuant to our records, on December 12, 2023, we sent ************** a text message to the phone number she provided on the application containing a link to the Agreement. We confirm this link was clicked, and she was provided a breakdown of the rental payment amounts and frequency, as well as her Total of Payments and 90-Day EPO amount. ************** was then provided with the opportunity to scroll through a full copy of the Agreement prior to signing.  On December 12, 2023, at 5:24 pm MT ************** electronically signed the Agreement, certifying she read and agreed to the terms and conditions.
  
  Acima confirms ************** was advised of her 90-day EPO expiration date on December 20, 2023, in a call with Acimas customer service department. Additionally, we sent her a Welcome to Acima email to the address provided on the application, on December 21, 2023, with the 90-day EPO expiration date provided. We confirm this email was opened on the same day by the recipient. We again sent ************** this email on January 2, 2024, and we confirm it was opened on January 3, 2024. ************** did not exercise her 90-Day EPO on or before the deadline indicated, and as such this option expired. Should ************** wish to purchase the Property, *** execute the second EPO.
  
  As we have addressed all of **************** concerns and provided a thorough response, we consider this complaint closed. If ************** has further questions or would like to explore any purchase, or termination options that *** be available to her, she *** contact our customer service department at **************. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21490144
  
  I am rejecting this response because this information is incorrect, but the eqiupment will be returned and the agreement will end. That is fine with me.
  
  Sincerely,
  
  Chardanele Forte

• Initial Complaint

  Date:03/25/2024

  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.

  On Monday 3/25, I received 4 emails from Acima (a company I never heard of) that I now had a lease with them and that a credit card that is expired was used to purchase items in my name. This was clearly fraudulent activity. I called Acima after I saw 3 emails this afternoon. I forwarded those emails plus a 4th I received tonight to the email provided to when I spoke to their fraud department. I haven’t heard back yet but I just want this emails from them to stop and for them to delete my name and information from their system!

  

  Business Response

  Date: 03/26/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint by Mr. ***** ************ through the Better Business Bureau on March 25, 2024. Mr. ************ alleges identity theft. Acima takes fraud allegations very seriously. We request Mr. ************ to file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request he send a copy of the police report, which must include Acima as an affected lease, to ***************. Mr. ************ may alternatively provide us with a Federal Trade Commission 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 terminate this lease. Absent proof of fraudulent activity, we will not terminate the lease. 

  Additionally, Mr. ************ has stated “[He] just want this emails from [Acima] to stop...” We placed a do-no-contact order on Mr. ************’s lease. He will not receive further communication from Acima. 

  As we are awaiting additional documentation, we consider this complaint closed. Mr. ************ may contact Acima customer service department at ###-###-#### with any additional questions. 

  Customer Answer

  Date: 03/26/2024

  
  
  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:03/22/2024

  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.

  My first hand experience with Acima (leasing option) horrible. I bought a sectional for $1294.00 quote me this couch is not worth more than that. How ever I went through with the early pay off option within 90 days. I never missed a payment at which I was paying additional $238-300 each paycheck/ month on top of them taking out pre-paid payment twice a month. I didn’t realize my 90 days was up I’m 11 days shy from having it paid off as we speak today all I had left was LEGIT $174 + plus tax now that I unfortunately missed the 90 day period because I have a BUSY BUSY life I had no reminders saying I was close to my “90 day early pay off or I would’ve paid it completely off” the guys in customer service said “did you read the lease agreement I said yes he said that was your first reminder” customer support had no sympathy and my whole situation I get that people have busy life’s I get emails from them asking if I like the app or other clearance items” but nothing about my 90 day trail period being close to over felt vulnerable and taking advantage of I have a lawyer in mind that I am going to take this to court because there is no reason for me to pay $1092 + tax after my 90 day period the couch of purchase was only $1294. NOT only this is not a loan so how can they make you pay additional interest.
  So yes horrible mistake and I highly don’t recommend this company to anyone I have $3000 dollars in store credit I was going to use to purchase other items however I am going to take my customer service some other place. This is far from over
  This is unreasonable interest charges that are not declared in the agreement !!!
  
  Customer support was very disrespectful to me and told me that if it was him he would’ve paid it off, considering I am buying a house and I have children it’s not that easy I do not need additional charges added to my account I was NEVER behind or late on ANY payments

  

  Business Response

  Date: 03/28/2024

  Acima Leasing (hereinafter “we,” “us,” and “our”) received the complaint filed by Ms. ******** **** through the Better Business Bureau on March 22, 2024. We have reached out directly to Ms. **** and resolved this matter. If she has additional questions, she may contact our customer service department at ###-###-####.