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:03/22/2024

  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.

  They allowed someone else to walk into a store and purchase a cell phone for well over $1000 u see my name when I finally find out I recover the phone and attempt to return it and they said they would cut all leasing cost and I could pay 236 in theee payments and it would be settled I agreed they then charged me two months after it was paid off another $117 and then told me I still owed 500 something dollars more

  

  Business Response

  Date: 03/22/2024

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ***** ***** on March 22, 2024.  
   
  Ms. ***** alleges someone utilized her identity to obtain a lease with Acima Leasing. If Ms. ***** believes this lease was created as a result of identity theft, we request that she file a police report and/or a Federal Trade Commission Identity Theft Affidavit and provide a copy of the same to Acima at ***************. Upon receipt of this documentation, we will investigate and if the lease is determined to be a result of fraud, we will terminate the lease. Absent receipt of the necessary documentation, we will not terminate the lease.  
   
  We confirm Ms. ***** previously reached a settlement agreement with Acima. Her final settlement payment failed, and as such the settlement was cancelled. We confirm we offered a settlement of $442.20 plus tax. We reviewed her lease and confirmed we are able to grant Ms. *****’ request to extend her prior settlement offer. Please note, Acima is not obligated to offer settlements, however, we may do so as a courtesy, to assist customers in obtaining ownership of the property. Ms. ***** may pay $221.19 plus tax, after which we will close the lease as settled. She may reach out to our recovery department at ###-###-#### to exercise this option. She has until April 5, 2024, to exercise this option, after which this settlement amount will no longer be available.  
  
  As we have granted Ms. *****' desired request and provided steps whereby she may pursue fraud actions if desired, we consider this complaint closed. If Ms. ***** has any questions or wishes to utilize the settlement offer, she may contact our recovery department at ###-###-####. 

• Initial Complaint

  Date:03/22/2024

  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 01-10-2024 I purchased 4 tires and signed a rental agreement with Acima. The total price was $1.400 and $750.00 early pay off within 90 days. I signed to agree to have them automatically withdraw bi-weekly payments of $55.05. I was also making extra payments biweekly to be able to pay it off within the 90 days. I am currently within 13 days left of the 90 days, and the early pay off amount is $419.00. When I went to make an extra payment yesterday of $100.00, I noticed that on 3 different occasions they only auto withdrew $2.05 for the bi-weekly payment. They left me 3 payments behind on the 90 days. My balance should only be $187 at this point but it isn't. When I contacted them yesterday, 03-21-2024 about the 3 missing payments, they informed me that when I made extra payments, they counted as my next payment due. I asked if that is in the contract that I signed stating if I made extra payments, they would go towards my next payment. They said no!. This company broke/breached on their own terms of their contract. I do not believe I should be responsible for the 3 payments that they did not take when I signed the agreement for them to auto draft the bi-weekly payment and I was making extra payments only for it to penalize me and make it impossible to do an early payoff. I would like to have this paid off by April 4, 2024 which is the 90 day early payoff date at the accurate balance due of $187.00.

  

  Business Response

  Date: 03/25/2024

  Acima (hereinafter “we,” “us,” “our” and “Acima”) received the complaint filed by Ms. ******* ***** through the Better Business Bureau on March 22, 2024. We investigated this complaint and prepared the following response.    
  
  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. ***** may obtain ownership of the Property by paying $725.00 before tax by April 9, 2024. The second EPO stipulates that Ms. ***** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 50% of any remaining renewal payments.    
  
  Ms. ***** states, that “on 3 different occasions [Acima] only auto withdrew $2.05 for the bi-weekly payment.” Pursuant to paragraph 2 of the rental-purchase agreement (the “Agreement”) titled, “Payments” Ms. ***** 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 advance rental payments. 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. Therefore, we deny the claim that Acima breached the Agreement, and confirm all payments were drafted in accordance with the Agreement. 
  
  At any time, Ms. ***** can access her lease through our online customer portal or by calling Acima’s Customer Service Department to exercise her 90-Day EPO. We would like to advise Ms. ***** that there is an extension of the 90-day EPO that will be available to Ms. *****. This option allows customers to utilize the 90-Day EPO for an additional seven days for a $100.00 fee. Please note, that Acima is not obligated to offer an extension under the Agreement; we provide this as a courtesy to help customers obtain ownership of the property early. Ms. ***** must call into our Customer Service Department to utilize this option, if she opts in. 
  
  Ms. *****‘s desired resolution was for a “Billing Adjustment.” We will not grant this request. We confirm we acted in accordance with the Agreement. We hope this explanation clarifies the purchase terms of Ms. *****’s Agreement and her responsibilities thereunder. If she has any questions or wishes to explore purchase or termination options available to her, we encourage her to contact our customer service department at ###-###-####.   
  

• Initial Complaint

  Date:03/21/2024

  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 financed furniture through Acima over a year ago through Ashley Furniture. An employee or someone created another account in my name. They have been billing me since March of last year.

  

  Business Response

  Date: 03/22/2024

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** ****** on March 21, 2024, regarding her entering into two rental-purchase agreements (the “Agreements”) with Acima. Pursuant to our records, Ms. ****** applied for our services on March 11, 2023, and again on April 8, 2023. After each application, Acima purchased property Ms. ****** selected from Ashley Homestore (the “Retailer”), and Ms. ****** entered into the Agreements with Acima, agreeing to rent the selected property until she completed all scheduled rent payments, exercised an early-purchase option, or terminated the Agreements by returning the property to Acima.  
  
  Upon review of Ms. ******’s leases, we note that she contacted us directly on March 21, 2024, and indicated she had paid the Retailer directly for the property. Please note, Acima is the owner of the property, as we purchased it on her behalf from the Retailer. If Ms. ****** paid the Retailer directly, we ask that she provide proof of payment so we can make the necessary adjustments on her leases. 
  
  As of today’s writing, Ms. ****** has two purchase options available to her for the Agreements. She may purchase the first rental-purchase agreement by making a lump sum payment of $21.60 before tax, on or before March 26, 2024. If she continues her regular rent payment schedule, her final rent payment will process automatically on March 28, 2024, and she will automatically obtain ownership of the property that is the subject matter of the first rental-purchase agreement upon successful completion of this payment. She may purchase the second rental-purchase agreement by making a lump sum payment of $130.32 on or before March 30, 2024, or she may continue her regularly scheduled rent renewal payments. There are two remaining scheduled rent renewal payments for the second rental-purchase agreement, the first will process on April 1, 2024, for $110.34 before tax, and the second will process on April 15, 2024, for $100.19 before tax, upon successful completion of these rent payments she will automatically obtain ownership of the property that is the subject matter of the second rental-purchase agreement.  
  
  We hope this response assists Ms. ****** with the steps she may take to provide proof of her claim, and her remaining obligations to the Agreements she entered. If she has any additional questions, she may contact our recovery department at ###-###-####.  

• Initial Complaint

  Date:03/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of this transaction started on on Feb. 16. They stated that I did not make my payment. I have proof that my payment was made on that date and was never late. My account was set up on reoccurring so after my payment was made and should have been credited to the account they tried to take the payment again which it failed. I requested that they make this right. They did credit my account for 25.00 but now they are trying to say my account has been past due since Feb. 16th on the app its saying, "your account is not past due", you owe 25.00 the nsf fee plus tax." I spoke to 3 reps two of which were so called supervisors the last so called supervisor was Hosea/Jose. It is no telling how many people they have charged nsf fees for accounts that were paid as they should of been due to Acimas system not capturing payments made to cancel out reoccurring scheduled payments. I pay my bill on time bi weekly and have never been late with a payment. Their system is not updated to show payments that have been made before the scheduled date which should cancel out the scheduled payment. I need to find out how many others have been affected by this system and what they were charged. They have sent my account to the collections department for that 25.00 fee. I have never been late and I am unsure how I have a late fee. Even there account says i have not been late but they are still trying to charge me a late fee and they have sent my account to their collections department. I think any business that uses them for financing should be aware of how they are treating good customers. This has to be resolved with a CEO not these regular workers who are doing what they are told this needs to be corrected from higher ups and the system needs to be upgraded. I need this issue resolved asap. This is one of the worse experiences I have had with a company. I thought my issues was resolved but when Acima added the credit it made matters worse.

  

  Business Response

  Date: 03/26/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ******* through the Better Business Bureau on March 20, 2024. We investigated her complaint and prepared the following response. 
  
  Ms. ******* alleges Acima’s system does not capture payments made to cancel out scheduled rent payments. Pursuant to paragraph 16 of the lease-purchase agreement (the “Agreement”) titled “Payment Authorization,” to modify the payment authorization we must receive the request at least 3 business days before the payment is scheduled to be made or far enough in advance for us to reasonably act on it. We confirm Ms. ******* did not make her rent payments far enough in advance for us to cancel the authorized automatic withdrawal. As such, the rent payments were attempted and failed, thus incurring a $25.00 NSF fee as outlined in the Agreement.  
  
  We confirm our system operated as intended. Nevertheless, we granted her request for a billing adjustment. If Ms. ******* has additional questions, she may contact our customer service department at ###-###-####. 

  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:03/20/2024

  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.

  I am not liable for this debt with Acima, I do not have a contract with ACIMA DIGITAL FKA SIMPLE, they did not provide me with the original contract as i requested.

  

  Business Response

  Date: 03/22/2024

  Acima Leasing (hereinafter us, we, our and Acima) received the complaint filed by Mr. ******* Brown through the Better Business Bureau (BBB) on March 21, 2024. We investigated his complaint and prepared the following response.    
  
  ************** alleges [he does] not have a contract with Acima. Pursuant to our records, on January 11, 2021, ************** entered an independent third-party retailer Bebo's Wheels & Tires (the Retailer) located in *******, ********. While with the Retailer, he applied and was approved for our leasing services. On that same date, ************** selected tires and rims (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. Alternatively, he could execute any other early purchase or termination option outlined within the Agreement.    
  
  ************** claims [he] not liable for the debt with Acima. He does not provide further explanation as to why he believes he is not liable for this debt. We have reason to believe that this lease belongs to **************. Nonetheless, if ************** is alleging identity theft, we request that he provide us with any documentation substantiating his allegation, including a full police report, at ******************************* Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that in fact it is a fraudulent account, we will terminate this account and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the account or remove our reporting. We paused our reporting of this lease for 30 days while we await the requested information. Please note, Experian is the only national credit bureau to which Acima reports.    
  
  ************** claims [Acima] did not supply [him] with the original contract as requested. We reviewed his account and we do not have a record of him requesting the original Agreement. Furthermore, the Agreement is accessible by logging into our customer portal at https//:*********************************. This option has been consistently available to **************.    
  
  As we are awaiting additional documentation, we consider this complaint closed. If ************** has any questions or concerns in regard to his Agreement or would like to explore any purchase, termination, or settlement options that *** be available to him, he *** contact our recovery department by phone at **************. 
   
  
   

  Customer Answer

  Date: 03/22/2024

  Date: _2/22/2024
  To Whom it May ********************** letter is being sent to you in response to a notice sent to me on
  _ (02/22/2024) regarding account #_
  Be advised this is not a refusal to pay, but a notice sent pursuant to the Fair Debt Collection Practices Act, 15 USC 1692g stating your claim is disputed and validation is requested.
  This is not a request for "verification" or proof of my mailing address, but a request for VALIDATION made pursuant to the above-named Title and Section. I respectfully request your offices provide me with evidence that I have any legal obligation to pay you, including the following documentation:
  1. Agreement with the creditor that authorizes you to collect on this alleged debt;
  The agreement bearing my signature stating that I have agreed to assume the debt;
  ???Valid copies of the debt agreement stating the amount of the debt and interest charges;
  ???Proof that the Statute of Limitations has not expired;
  ???Complete payment history on this account along with an accounting of all additional charges being assessed;
  ???Proof that you are licensed to collect in my state; and
  ???Your license numbers and Registered Agent.
  At this time, I will also inform you that if your offices have reported invalidated information to any of the 3 major credit bureaus (Equifax, Experian, or TransUnion) this action may constitute fraud under both Federal and State Laws. Due to this fact, if any negative **** is found on any of my credit reports by your company or the company that you represent, I will not hesitate in bringing legal action against you and your client for the following: Violation of the Fair Credit Reporting Act, Violation of the Fair Debt Collection Practices Act, and Defamation of Character.
  If your office fails to reply to this debt validation letter within thirty (30) days from the date of your receipt, all instances related to this account must be immediately deleted and completely removed from my credit file. Moreover, all future attempts to collect on the said debt must be ceased.
  Your non-compliance with my request will also be construed as an absolute waiver of all claims to enforce the debt against me and your implied agreement to compensate me for court costs and attorney fees if I am forced to bring this matter before a judge.
  Sincerely,
  (Debtor Signature) ******* Brown
  (Debtor Printed Name) ******* Brown

  

  Business Response

  Date: 03/26/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the rejection of a complaint filed by Ms. ******* Brown through the Better Business Bureau on March 25, 2024. We investigated her rejection and provide the following response.   
  
  Acima is not subject to the Fair Debt Collection Practices Act (FDCPA) as we are not a third-party debt collector, nor have we sold Ms. ****** lease to a third party. Thus, the cited code 15 USC 1692g does not apply to us. However, we do provide verification of debt as a matter of best practice. We provide the following information to assist Ms. ****** understanding of the lease-purchase agreement (the Agreement) she entered with Acima.  We have reached out separately to ************** and provided her a copy of the signed Agreement and a statement of payments, detailing her payment history. These documents serve to verify her lease and the payment obligations therein. 
   
  ************** requests that all future attempts to collect on the said debt must [sic] cease. As per her request, we placed a do-not-contact order on her lease. She will not receive any further unprompted communication from Acima. 
  
  If ************** has any questions or concerns regarding her Agreement or wants to explore any purchase, termination, or settlement options available to her, she may contact our recovery department by phone at **************. 

• Initial Complaint

  Date:03/20/2024

  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.

  When I purchased the furniture from Ashley Furniture the bill came out to 1633.98 but Acima is showing it up as 1729 dollars. Then also it is now showing 2095 dollars. I would like this corrected so i can make a payment before I proceed.

  

  Business Response

  Date: 03/27/2024

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. **** ******* on March 20, 2024, through the Better Business Bureau (“BBB”). We reviewed his complaint and the lease, and reached out to the retailer directly regarding the original invoice amount. We confirm the retailer accurately provided Acima Leasing an invoice amount of $1,729.98 at the time the lease was created. This is the amount Mr. ******* would have paid before tax had he purchased the property from the retailer directly, and is the amount his rental-purchase agreement (the “Agreement”), rent payment amounts and purchase option amounts were created from. If Mr. ******* has an invoice from the retailer reflecting a different amount, we ask that he provide a copy to us via the BBB complaint portal, or to our resolutions team at ********************* so we can investigate further. 
  Mr. ******* also references an amount of $2,095.00 in his complaint. To provide clarification, Mr. ******* has a 90-Day early-purchase option available to him in the amount of $1986.58 before tax, which he may utilize on or before June 17, 2024, to obtain ownership of the leased property. Mr. ******* also has another early-purchase option available to him at any time after the first 90 days, and a termination option should he no longer wish to obtain ownership of the property. We confirm a copy of the Agreement was provided to Mr. ******* in full prior to his signing. Mr. ******* may also view a copy of the Agreement at any time by logging into his customer account located at ****************************  
  If Mr. ******* has any additional questions, we encourage him to reach out to our customer service department at ###-###-####.  

• Initial Complaint

  Date:03/20/2024

  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 BOUGHT A SILVER AN GOLD BRACELET AND WGEN I GOT IT DELIVERED IT WAS BROKEN AND WHEN I CONTACT ACIMA TO ASK FOR A RESOLUTION THEY SAID SOMEONE WILL CALL ME BACK WITH IN 2 WEEKS ITS BEEN SINCE JAN27, 2024 AND NO ONE HAS REACHED OUT TO ME I CALLED BACK MORE THAN 3 TIME TO TRY TO GET IT RESOLVED NO ONE HAS GOTTEN BACK TO ME I NEED HELP RESOLVING THIS MATTER. THERE CHARGED ME AND CONTINUE CHARGING ME FOR SOMETHING DAMAGED

  

  Business Response

  Date: 03/27/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Mr. ****** ****** through the Better Business Bureau on March 20, 2024. We investigated his complaint and prepared the following response.   
  
  We reviewed Mr. ******’s lease and contacted the retailer in regards to his claims. The retailer provided contradictory information. Regardless, we came to a mutually agreeable resolution directly with Mr. ******. Upon the clearing of Mr. ******’s processing payment of $58.44, his lease will be closed and he will have no further payment obligation to Acima in connection with this lease. 
  
  If Mr. ****** has additional questions or concerns, he may contact our customer service department at ###-###-####. 

• Initial Complaint

  Date:03/19/2024

  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.

  Dear BBB Representative,
  I hope this message finds you well. I am reaching out to you regarding a concerning issue I've encountered with Acima Lease, specifically regarding lease #********.
  On March 6th, I contacted Acima Lease to inform them of my inability to make a payment due to a recent heart attack. Despite this unforeseen circumstance, I assured them that I would make the payment on March 19th, understanding that there would be a penalty, resulting in a total payment of $508.71 instead of the usual $408.71. This agreement was made with one of their agents, and I confirmed my intention to make the payment on the 19th to ensure sufficient funds in my account.
  However, to my surprise, when March 19th arrived, Acima Lease withdrew only $91.43 from my account, significantly less than the agreed-upon amount. Perplexed by this discrepancy, I immediately contacted Acima Lease for clarification. To my dismay, I was informed by an agent named Karina that I was supposed to make the payment back on March 12th, which contradicts the arrangement made during our previous conversation. I explained that my paycheck typically arrives on the 17th, hence why I planned to make the payment on the 19th.
  Despite my attempts to resolve the issue with Karina and escalate the matter to a supervisor named April, I was met with resistance and informed that I must now pay the full amount immediately. April mentioned the possibility of contacting a manager but provided no assurances of a resolution. I even suggested reviewing the call recordings to verify our initial agreement, but my request was dismissed.
  I am reaching out to the Better Business Bureau to seek assistance in resolving this matter swiftly and fairly. I kindly request your intervention to ensure that Acima Lease acknowledges their mistake and provides a reasonable resolution that aligns with the terms agreed upon.
  Thank you for your attention to this matter. I am hopeful for a prompt and satisfactory resolution.
  Sincerely,

  

  Business Response

  Date: 03/21/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ******** through the Better Business Bureau on March 19, 2024. We investigated her complaint, reviewed a recording of the interaction in question, and deny Ms. ********’s allegations. We confirm Ms. ******** inquired about an extension of her 90-day early purchase option on March 6, 2024. Ms. ******** did not offer an explanation for the need of an extension, nor did she express her intention to make a payment on March 19, 2024. Regardless, we explained an extension was available to her until March 12, 2024, which was only available by calling Acima. Ms. ******** did not execute the 90-day early purchase option with the extension. As such, we continued to draft rent payments in accordance with her signed rental-purchase agreement.  
  
  In conclusion, we confirm we provided Ms. ******** with accurate information regarding the availability of the extension, and thus, is not entitled to a billing adjustment. If Ms. ******** has additional questions or could like to explore any purchase or termination option that may be available to her, she may contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 03/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did explain why (heart attack)  I was asking for an extension to pay in full by March 19,2024 which was the date the agent told me,so I please request the recording phone call since I’m entitled and I was the person involved.Also the solution I need is for this company to agree for me to pay in full and close this account for the amount mentioned of $508.90 due to their misinformation and lack of clarification.

   

  thank you

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

  

  Business Response

  Date: 03/27/2024

  Phone calls are property of Acima and are recorded for quality and training purposes. Ms. ******* is not entitled to them, and we will not provide them to her. We deny Ms. *******’s allegations and confirm she was provided with clear and accurate information regarding the availability of the extension and she expressed understanding of such information. As such, we consider this matter closed. If Ms. ******** has additional questions or could like to explore any purchase or termination option that may be available to her, she may contact our customer service department at ###-###-####.

  Customer Answer

  Date: 04/02/2024

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

  Complaint: ********
  
  Recording calls is important, and businesses with strategic call recording plans provide better service, better training, better analytics, and, in the end, a “better customer journey for callers” but in this case to protect Acimas interest.So I please ask the BBB to consider Acimas respond as a form to denied the costumer clarification only base in a supervisor/agent automatic complaint responder word and not in a recorded conversation that im entitled to have since I’m part of that conversation and I do not recall the agent telling me I was being recorded.
  
  Sincerely,
  
  ****** ********
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/18/2024

  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 not aware of this account. I have reached out to 3 credit bureaus and JEFFERSON CAPITAL SYSTEM LLC. to have this account removed from my file and they always say the same excuse, which is no longer acceptable. I have filed an FTC complaint because I believed this is an outcome of identity Theft. Regardless of all actions done on my end, there was no action from 3 Bureaus. Thus, I am reaching out to seek assistance to haveJEFFERSON CAPITAL SYSTEM LLC. that I have no account with them and 3 credit bureaus can simply remove it from my credit.

  

  Business Response

  Date: 03/18/2024

  Acima Leasing (hereinafter “us,” “we,” “our,” “Acima”) received the complaint filed by Ms. ****** through the Better Business Bureau on March 18, 2024. Please note, we are not affiliated with JEFFERSON CAPITAL SYSTEM LLC. Further, we were unable to locate a lease account in our system matching the identifying information that Ms. ******’s provided in her complaint. Ms. ****** may contact our customer service department by phone at ###-###-#### if she has any questions, or if she would like to assist our agents in attempting to locate a lease account associated with her information. Additionally, we ask Ms. ****** to contact our fraud department by email at ***************, regarding matters related to fraud. 

• Initial Complaint

  Date:03/15/2024

  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.

  Acima is holding a balance if *****$ under my name and i only owe the 200$ they are stating they will fraudulently report the ***** to the credit bureau. This has got to be a violation in so many ways.

  

  Business Response

  Date: 03/19/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by ******************************* through the Better Business Bureau on March 15, 2024. We investigated her complaint, reached out to her directly via phone call, and resolved her concerns. As such, we consider this matter closed. If **************** has further questions, she may contact our resolutions department at **************.