Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture for my daughter January 2025 at Bobs Furniture. Acima leased it. The furniture was a little over $800. If I was to pay it off in 3 months there would be no interest. I paid it off April 24, 2025 or so I thought. They took the $257 which was the supposedly final payment on the 24th, then tried to take another $90 on April 30th which was rejected. After calling for 2 days I finally got to speak to someone who told me since all of my payments were on time I could pay $90 plus the late fee which would be $100, then he said oh no you would have to pay $204.71 today or pay over time another $680.

  

  Business Response

  Date: 05/07/2025

  Acima Leasing received the complaint filed by Ms. ******* ***** through the Better Business Bureau on May 2, 2025. We investigated her complaint and prepared the following response.   
  
  Ms. ***** claims “[she] purchased furniture.” This is incorrect. This is incorrect as Acima Leasing is the owner of the leased property. Pursuant to our records, on December 13, 2024, Ms. ***** entered an independent third-party retailer – Bob’s Discount Furniture (the “Retailer”) – located in Calumet City. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ***** selected the property described as a “Charcoal Sofa/Loveseat/Chair” (the “Property”). Acima Leasing purchased the Property, and Ms. ***** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima Leasing. Acima Leasing’s leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing. 
  
  As disclosed in Ms. *****’s Agreement, it details 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 120-day EPO wherein Ms. ***** may obtain ownership by meeting the 120-day EPO amount of $942.75 before tax. We note on April 24, 2025, Ms. ***** had an automatic rent payment of $90.84 including tax process. She additionally elected to make a purchase payment on that same date for the remaining 120-day EPO amount. When the rental renewal payment returned as unpaid, the 120-day EPO amount was not met and her lease continued for the agreed upon terms.  The 120-day EPO expired on April 24, 2025. 
  
  On a call that took place on May 2, 2025, Ms. ***** was advised of this information and that she had a courtesy available to her, which allowed her to purchase her lease for the 120 EPO amount, for an additional 7 days, which comes with an extension fee of $100. This courtesy expired on May 2, 2025.  
  
  To reach a mutually satisfactory resolution to Ms. *****, we will elect to extend a final courtesy and allow Ms. ***** to purchase her lease for the 120-day EPO amount with the extension fee. This offer will remain open until the end of business day on May 14, 2025; at which point this offer will be withdrawn and the terms of the Agreement will control the obligations of the parties. To execute this offer, Ms. ***** must contact our customer service department at (801) 297-1982, as this option will not be available on the Acima Leasing Mobile App. 

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through Ashely furniture using the Acima Leasing program. My buy out purchase date was April 30th. I made the purchase payment for the amount it showed me of $1088.81. I noticed that at the same time there was an ADDITIONAL $197.24. I called acima and spoke with several different reps. One rep told me that i had completed my buyout and I didn't owe anything else, that he could not cancel the payment because "it was still trying to be processed." I called Acima today and spoke with a rep and a manager who then proceeded to tell me that i still owed over $200, and that my purchase date had "expired" april 30th, and they've tacked on additional fees. Their customer service was very unhelpful in trying to come up with a resolution, their only statement was "because you still owe X money your lease isn't closed. It needs to be closed out and marked paid in full as i paid my purchase amount before it was set to "expire"

  

  Business Response

  Date: 05/09/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******* ****** through the Better Business Bureau (the “BBB”) on May 01, 2025. We investigated her complaint and prepared the following response. 
  
  Ms. ****** indicates on April 24, 2025; she paid $1,088.81 which was “Today’s Purchase Amount.” We note as of that date, she had a rent payment that was currently processing. Today’s Purchase Amount was the balance of her account minus the processing rent payment. The rent payment failed, and as such, Ms. ****** did not meet the necessary requirements to purchase the lease within her First Early Purchase Option (FEPO). Ms. ****** then utilized her Second Early Purchase Option (SEPO) and paid the remaining balance. 
  Ms. ******’ desired resolution is closing the lease and reflecting a $0 balance. In an effort to reach a mutually satisfactory resolution, we are willing to grant this request. Since Ms. ****** paid the SEPO amount and her lease is currently closed, we refunded her $453.07 plus tax of $36.25 for a total of $489.32 which is the difference between the SEPO and FEPO amounts and the fee to extend the FEPO duration. 
  
  We hope this explanation clarifies the purchase terms of Ms. ****** Agreement and her responsibilities thereunder. If she has any questions, we encourage her to contact our customer service department at (**** ********* 
  
  

  Customer Answer

  Date: 05/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima is on my credit report and I have never used them ever I have been trying to report this issue to them and they come back every time saying it belongs to me but never sent me any proof for anything. It's very frustrating! I pay all of my debt and I take my credit very serious so I'm trying to figure out what do they think I've purchased from them

  

  Business Response

  Date: 05/01/2025

  Acima Leasing (hereinafter “us,” “we,” “our”) received the complaint filed by Mr. *********** ***** through the Better Business Bureau (“BBB”) on April 30, 2025. We investigated his complaint and prepared the following response.    
  
  We note that Mr. ***** did not provide a full lease number, and the physical address provided does not match any leases in our system. We thereby request that he provide additional identifying information so that we can fully investigate the dispute. Please provide at least two of the following pieces of information, physical address as provided at the time of application, phone number, email address, and the last 4 digits of the social security number or ITIN. This information may be provided to us directly at ****************  
  
  As we are awaiting additional information, we consider this complaint closed. Mr. ***** may contact our customer service department at (**** ********with additional questions.   

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  harassment by a bill collection service called Acima

  

  Business Response

  Date: 05/01/2025

  Acima Leasing (hereinafter “us,” “we,” “our,”) received the complaint filed by Ms. ***** ******* through the Better Business Bureau (“BBB”) on April 29, 2025. We investigated her complaint and prepared the following response.  
  
  Acima Leasing does not engage in the described behavior. ***** ********* account with Acima Leasing is no longer owned by us. Requests for cessation of communication should be directed to the party who may be initiating communications with Ms. *******, namely, Collection Attorneys USA is the company associated with this complaint. Ms. ******* may contact them with any questions or requests at ************* 

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to inform you about a fraudulent account that has been opened in my name with ACIMA DIGITAL (formerly known as SIMP). I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account: Creditor Name: ACIMA DIGITAL FKA SIMP Opened Date: 11/1/2020 Account Number: ******* High Credit: $1,671.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity. Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 05/01/2025

  Ms. ****** ***** alleges identity theft. We conducted a preliminary investigation into Ms. ******* fraud allegation. Acima Leasing takes fraud allegations very seriously and conducts immediate investigations upon notification. Upon completing our investigation, we were unable to determine whether the lease in question was created as a result of fraud. We request Ms. ***** 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 they send a copy of the police report, which must include Acima Leasing as an affected lease, to [email protected]. Alternatively, Ms. ***** may provide us with a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). Upon receipt of the requested documentation, we will further investigate. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting. Absent additional information, we are unable to make a determination as to whether fraud occurred on this lease.
  
  As we are awaiting additional documentation, we consider this complaint closed. Ms. ***** may contact Acima Leasing’s customer service at ***** ******** with any additional questions.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2024 me and my wife purchased a table from bobs furniture in ******** ********. Not having cash on hand that day we decided to use there leasing company acima to finance the table. That Friday when we got the table we paid it off in full. Then realized the table was the wrong table. Went back to the store the manager informed me it would be an easy store exchange. I asked if acima would be affected he told me no it wouldnt it would stay paid off. In December 2024 I received the full amount for the table in a refund from acima . I reached out to acima to have them tell me they didnt deal with that the store did. I then called the store for them to tell me acima delt with that. I then called acima back for them to tell me they didnt want it back and exact words think of it as a Christmas gift. Now Im January ************************************ to pay money and sign a contract I told them no and they needed to talk to a manager they said they would get back with me. Now present day they are taking money from my account without me ever signing a new contract when I did no such thing and making me pay all the money back. There mistake made he have to pay for a table twice the same table I would like a formal apology and my money back but now cant not get a hold on anyone at the company

  

  Business Response

  Date: 04/30/2025

  Pursuant to our records, on January 26, 2025, Mr. ****** entered an independent third-party retailer Bobs Discount Furniture (the Retailer). While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected property described as a dining table (the First Property). Acima Leasing purchased the First Property, and Mr. ****** electronically entered into a rental-purchase agreement (the First Agreement) wherein he agreed to rent the First Property from Acima Leasing or exercise an early purchase option. On February 6, 2025, Mr. ****** exercised an early purchase option. On February 27, 2025, we received a request from the Retailer to cancel the First Agreement, as such, we canceled the First Agreement and refunded all monies paid. 
  
  We can confirm that Mr. ****** again applied for our services through the Retailer and entered into a new rental-purchase agreement (the Second Agreement) on March 12, 2025. On April 26, 2025, he initiated a payment to execute the early purchase option of the new property (the Second Property). Once this payment has successfully cleared, Mr. ****** will have ownership of the Second Property. 
  
  In conclusion, we confirm Mr. ****** entered both Agreements and he initiated both purchase payments. Furthermore, we confirm he received a full refund of the First Agreement. As such Mr. ****** is not entitled to a refund. 
  
  If Mr. ****** has any further questions, he may contact our resolutions department at **************.  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23262039
  
  I am rejecting this response because:
   
  I want them to own there mistakes and admit they falsely had me sign a second agreement when I didnt and I want them to refund me 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/02/2025

  We confirm Mr. ****** elected to utilize our services and entered both Agreements on his own device. As we thoroughly addressed Mr. ******* concerns in our previous response, we consider this matter closed.

• Initial Complaint

  Date:04/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding the unacceptable treatment I received from Acima Leasing representatives during calls on 04/25/2025. The following issues occurred: Initial Settlement Offer: I contacted Acima Leasing to discuss financial hardship due to job loss and requested assistance with a past-due balance. The Resolutions Department offered a settlement of 1,900, payable in three monthly installments of 600 (call was recorded). Supervisor Hang-Up: I requested a supervisor to discuss lower payments per month due to unemployment. The supervisor pretended not to hear me and hung up while the call was still recording. Misrepresentation of Policy: Upon calling back, a Resolutions manager falsely claimed Acima "does not offer settlements," contradicting the prior offer. When reminded that calls are recorded, the manager said I was offered the 1900 but if I wanted to go lower I would have to speak with collections so she transferred me to Collections. Collections Hang-Up: I asked to speak to a supervisor in Collections to avoid further misinformation. The representative hung up on me without resolution. This behavior is unacceptable. I have already paid $8,000 toward my lease and sought a reasonable solution, only to be misled and disrespected. Requests: Honor a $1,000 settlement with revised payment terms reflecting my financial hardship. Provide a written explanation for the misleading statements and hang-ups. Ensure staff are retrained to prevent this treatment of other customers.

  

  Business Response

  Date: 04/28/2025

  Please note, Ms. **** does not have the right to keep possession of the leased property if she does not make timely renewal payments. Further, Acima Leasing is not obligated to offer settlements. However, we may do so to assist customers in obtaining ownership of the leased property.  
  
  Currently, our resolutions department is authorized to offer Ms. **** a settlement and as confirmed by her, a settlement was offered, which she declined. Our resolutions department may also assist her with the termination of her lease. She may contact them directly at (385) 463-2340. Alternatively, she may make arrangements to cure her past due rent with our collections department by phone at (801) 297-1983.  
  
  We confirm Ms. **** is not entitled to a billing adjustment, as such we consider this matter closed.

  Customer Answer

  Date: 04/29/2025

  
  Complaint* ********
  I am rejecting this response because: At no point did Acima address the customer service issues.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/07/2025

  Our records indicate Ms. ****’s calls were dropped on three occasions, resulting in the calls ending prematurely. As such, we deny her implication that our agents hung up on her. In our previous response we clarified that our resolutions department is authorized to offer a settlement. To further clarify, our collections department is not currently authorized to offer a settlement. We apologize if there was any confusion. Our records further indicate that Ms. **** has reached our resolutions department and successfully made arrangements to settle her lease. If Ms. **** has further questions, she may continue to contact our resolutions department at (385) 463-2340. 

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I am writing to file a formal complaint against Acima for their ongoing and unauthorized attempts to withdraw funds from my bank account. Despite multiple attempts to resolve this issue, Acima has continued to process transactions without my consent and has ignored my requests to cease these actions. I have contacted Acima on several occasions, both verbally and in writing, informing them that I did not authorize any payments and requesting that they stop attempting to take money from my account. Each time I have received a response from them in the form of emails stating that I verbally agreed to their terms, which I have refuted in my replies. I have explicitly told them I did not agree to any contract or payments, but they continue to send these emails and make attempts to withdraw funds. The specific dates on which Acima attempted to withdraw funds from my account are as follows: 3/10/2025 3/19/2025 3/25/2025 4/5/2025 4/14/2025 4/19/2025 Each attempt has incurred a $35.00 fee, which has caused me significant financial strain. These ongoing unauthorized withdrawals and associated fees are causing me distress, and I am seeking your assistance in resolving this matter. I am requesting that Acima be held accountable for their actions and that they immediately stop any further attempts to withdraw funds from my bank account. Thank you for your attention to this matter. I look forward to your prompt response and assistance in ensuring that this issue is resolved.

  

  Business Response

  Date: 05/02/2025

  Pursuant to Ms. **** ******* request, we turned off all payment authorizations for her lease. Ms. ***** will not have further payments attempted. Additionally, we placed a no-contact order on her lease, and we confirm she will not receive further communications from us. We are currently investigating Ms. *****’s other claims. As she has requested no further communications, we are unable to provide updates regarding the status of the investigation, however, she may contact us at (801) 297-1982 with further questions or concerns.  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: ********
  
  I am rejecting this response because: there was another traction on the 30th..which caused another 35.00 fee, and I never stated couldn't mail me the fees. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/08/2025

  We completed our review of Ms. ******* lease. Pursuant to our records, prior to the receipt of the complaint, we did not receive any requests from Ms. ***** to cease automatically attempting rent payments. Additionally, pursuant to paragraph 12 of the lease-purchase agreement (the “Agreement”),  it states, “You authorize us to initiate an electronic fund transfer (“EFT”) over the ACH network (or another network of our choosing) from any bank account (or if no bank account is specified, then any account or card) listed on your application, or subsequently authorize us to debit or charge, for any renewal payment provided in this Agreement by its renewal date.” As such, we conclude the payment attempts were authorized.  
  We note that the most recent payment attempt was from April 25, 2025, and was already processing on April 24, 2025, (the date we received Ms. ******* initial complaint and request for cessation of automatic rent payment attempts). Pursuant to paragraph 12 of the Agreement, “We will honor your termination or modification request if you contact us ... in time for us to receive your 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.” As previously stated, Ms. ***** will have no further rent payments attempted by Acima Leasing. 
  Ms. ***** requests payment for fees charged to her by her bank. We are unable to grant this request. Pursuant to paragraph 12 of the Agreement, “We are not responsible for any bank fees you incur resulting from returned payments.” We further note that as of today’s writing, Ms. ***** has paid a total of $49.00, and has not met her agreed-upon payment obligations, nor has she returned the property that is the subject matter of the Agreement. Ms. ***** has received the benefit of our services, namely, she has received the property she selected, and has not made the agreed-upon rent payments, or exercised the termination option. If Ms. ***** does not intend to make the agreed-upon rent payments, she must return the property to Acima Leasing. Ms. ******* lease is currently 131 days delinquent, and has a past-due rent amount of $614.26 before tax. Her lease was charged-off on May 2, 2025, due to non-payment.  
  As a courtesy, we have waived the past-due fees on her lease, totaling $255.00, to assist her in exercising a future purchase or termination option. As we have completed our investigation, granted the majority of Ms. ******* requests, and provided details of the Agreement, we consider this complaint closed. Ms. ***** may reach out to our customer service department at (801) 297-1982 with further questions or concerns.  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: ********
  
  I am rejecting this response because: I want to clarify that I did not request to cease communication through mail. I am still open to receiving updates and correspondence via postal mail.
  Specifically, I am requesting a detailed, mailed response outlining the fees 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/12/2025

  Pursuant to Ms. ******* request, we have mailed her a copy of the Agreement, which details any fees that may be accrued. We note the Agreement has been perpetually available to Ms. ***** via the Acima Leasing customer portal, at **************************. We have additionally mailed her a statement of payments.  
  
  We have noted that Ms. ***** has given permission for mailed communications in our system. However, if she has questions or concerns, she may contact our customer service department at (801) 297-1982.  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: ********
  
  I am rejecting this response because: When the fees are addressed is when I will close this case 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a piece of furniture for approximately $2,000 through financing offered by a company associated with the store (AcceptanceNow, now Acima). We have been making bi-weekly payments of about $150 for over a year, so the balance should be paid off by now. However, the company continues to charge us, threatens to damage our credit, and offers no clear information on the remaining balance.Their website doesnt show payment history or balance information. We called and spoke with a representative named *****, who treated us poorly. He claimed that because we didnt pay off the furniture within the first two months, the total cost jumped to $4,500something we were never told and is not in any contract. Another representative later told us we owed about $3,000, which shows serious inconsistencies.We never received a signed copy of any contract. A supervisor was supposed to call us back and never did. The store where we bought the furniture told us they no longer work with this company due to similar complaints. On top of that, the company withdrew funds from my partners bank account without permission, leaving us with no money for a planned expense. This caused significant emotional and financial stress.Desired resolution:1.Full cancellation of the debt.2.Refund of all overpayments.3.Compensation for damages caused by unauthorized charges and emotional distress.

  

  Business Response

  Date: 05/02/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******* ******* ****** on April 24, 2025. We are still looking into this matter as of todays writing, and consider this complaint open. We will provide an updated response directly to Ms. ******* ****** once we have completed our review. In the meantime, Ms. ******* ****** may contact our customer service department at ************** with further questions.  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a kitchen table and 3 bedroom sets from Rooms to Go Outlet. The items were delivered as a drop off in box and we completed the installation. The kitchen table and 1 of the bedroom set didnt not fit in space. I contacted rooms to go would advise I couldnt return the items because it was purchased with Acima leasing. I contacted Acima on 3/18/25 in spoke with someone from the resolution **** who advised I couldnt return the items that did not fit and my bill would be adjusted. It was instructed to drop the items off to a Rent-A-Center, which I did. Its impossible to get through their customer contact number. I spoke with a supervisor in the resolution department who had no knowledge that the items were drop off because their agent failed to put in notes and provided me information that is not correct. The supervisor advise they do not accept partial returns and I would need to return everything in order for an adjustment which doesnt make sense. I do need the other 2 bedroom sets. Now I have to be inconvenience because someone provided me with incorrect information and they are not willing to make this right. Ive already paid towards the bill and now my kids are without a bed bc they refuse to make the adjustment

  

  Business Response

  Date: 04/24/2025

  Ms. ***** Jeans rental-purchase agreement (Agreement) contemplates a termination option. If Ms. ***** **** chose to terminate her Agreement, she would be required to return all the leased property. There is no option to terminate part of the Agreement while leaving part operative.    
  
  Pursuant to our records, there is a return for Ms. ***** **** scheduled for April 25, 2025. If Ms. ***** **** has further questions or concerns, she may contact our returns department at **************.