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:02/26/2024

  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.

  Hi all,** formally making a legal complaint, due to that paperwork states that I bought a chain when in fact I bought one diamond earring stud. Also my payment was or should have been $74 monthly and theyre trying to take $289 out of my account. The item was $700. Best Regards,

  

  Business Response

  Date: 02/28/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by ******************************* through the Better Business Bureau (the BBB) on February 26, 2024, regarding the property that is the subject matter of the rental-purchase agreement (the Agreement) he interested into. Upon receipt of the complaint, we initiated an investigation, and shortly thereafter, a termination was initiated by *************** ********* (the Retailer). We confirm that ******************** has no further obligations to the Agreement.  As such, we consider this matter closed. If ******************** has any questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:02/26/2024

  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 cancelled my purchase with them and have now spoken to 5 people giving me different information about my refund. I dont believe its been processed at all! They are nasty, rude, disrespectful and until I get what is due to me there will be no rest!

  

  Business Response

  Date: 02/28/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by *************************** through the Better Business Bureau on February 26, 2023, alleging a refund is still owed to him. We investigated ******************** complaint and confirmed the amount owed was refunded to him on February 19, 2024. Further, on February 28, 2024, we sent ******************** proof of the refund to the email address provided in his complaint. As such, we consider this matter closed.  

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a current lease with Acima, Lease #ID ******** started on 10/28/23, from Electronic Express. I got laid off a few weeks after signing my lease, which I was able to make a few payments on before I filed the Involuntary Unemployment Payment Waiver with Acima Benefits Plus on 12/05/23. I submitted my documents on the website that day and I followed up a few weeks later after seeing no progress on the claim. The documents I uploaded to their website wasn't showing up on their end, so I had to end up emailing them the information. I got the runaround and was told to wait a while for the documents to be reviewed. I waited for hours on the phone for Benefits Plus and Acima to get this issue resolved and it has been a very frustrating process. I spent hours of many days trying to get the issue resolved, but both sides have been very unhelpful during the process in general.Today, on 2/23/2024, my claim was denied due to my layoff falling on the 10th of November, which is a few days before my payment due date.Due to this whole runaround and the unique situation, Acima should honor the arrangement that was agreed upon when I signed my lease. I paid extra fees to have this protection and now that I had to use it, I got the runaround and was denied my claim.While each company has put the blame on each other, I have been left with constant calls from collections from Acima due to my past due balance.The resolution I am seeking is to have the payments waived from the time of the claim until now.I have recorded phone calls of most of the conversations that I have had with Acima Support and with Benefits Plus, so those can be reviewed as well if you wish. I only want to see this resolved and I don't want to continue getting the runaround or play the blame game.

  

  Business Response

  Date: 03/01/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint by Mr. ******** ***** through the Better Business Bureau (BBB) on February 23, 2024. We investigated his complaint, reached out directly to Mr. ****** and addressed his concerns. As such, we consider this complaint closed. 
  
  If Mr. ***** has any questions regarding this response, we ask that he provide a response through the BBBs complaint portal. If Mr. ***** has any additional questions or concerns he may contact our customer service department by phone at **************.

• Initial Complaint

  Date:02/22/2024

  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 debt with this character , I do not have a contract with ACIMA DIGITAL FKA SIMPLE. I did not sign or got a contract with this company

  

  Business Response

  Date: 02/23/2024

  We were unable to locate a lease account in our system matching the identifying information that ******************** provided in his complaint. ******************** may contact our customer service department by phone at ************** if he has any questions, or if he would like to assist our agents in attempting to locate a lease account associated with his information. Additionally, we ask ******************** to contact our credit reporting department by email at ********************************************************** regarding matters related to credit disputes.

• Initial Complaint

  Date:02/22/2024

  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.

  Settled a collection on Feb 8th. Expected a letter of saying I was no longer liable for the collection. Only received the receipt of payment but no letter. Called again on February 15th and still no letter sent. Called again on February 22nd and have not received a letter yet. This is holding up other personal financial matters. They claimed on the 22nd the email was incorrect but they have the correct one since thats how I received the receipt of payment. I gave them alternative email but again, have received nothing.

  

  Business Response

  Date: 02/26/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Mr. ******* Moananu through the Better Business Bureau on February 22, 2024, regarding his requested settlement letter. Acima confirms that the requested settlement letter was sent via email to ****************** on February 26, 2024. The letter was emailed to the listed email address on the application, ********************.

  As we have granted Mr. ******** desired resolution, we consider this matter closed. If ****************** has additional questions, he may contact our customer service department at **************. 

• Initial Complaint

  Date:02/20/2024

  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.

  I bought a mattress from Wayfair using acima. If you paid it off by a certain time it was interest free. So when it was time to pay it off I did. Then 3 months later they contact me that a $49 processing fee was not paid and now I owe double.

  

  Business Response

  Date: 02/22/2024

  Acima (hereinafter we, us, and our) received the complaint filed by ************************************************, through the Better Business Bureau on February 20, ****.  We have reviewed the complaint and have determined that as a final courtesy to him, we will allow ********************** to obtain ownership of the property for the 90-day early purchase option amount. As of todays writing, we would require one final payment of $82.29 after tax to meet the 90-day amount. This offer is valid until March 1, ****. Regular terms and conditions of the rental-purchase Agreement apply after that date. If he has any general questions regarding his lease or would like to discuss the purchase option offered, he may contact our resolution department by phone at **************.

  Customer Answer

  Date: 02/22/2024

   
  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:02/20/2024

  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 called Acima on Tuesday, Feb. 13, 2024 in hopes of settling an account with them. I am currently working on my credit and I wanted to be in good standing for this account through either settling it or getting on a payment plan to pay the balance off. When I called, I spoke with someone named *** who walked me through the process of making payments over a course of 5 months so that the account would be paid off. After setting up the payment plan and providing *** with everything he requested, I requested a letter detailing the payment arrangement for my records and confirming everything *** and I discussed. *** assured me that I would receive a letter, via email, within 3-5 business days. As of today, Feb. 20, 2024, I have yet to receive this letter. After three days, I called back to speak with someone and they shared I would have the letter within 5-10 minutes or no later than 24 hours. I still don't have the letter. I called again on Friday, Feb. 16th to check the status to the letter. This representative confirmed my email address and asked that I give them until end of day Monday, Feb. 19, 2024. to receive it. As of today, I still don't have what was requested regarding my account. When I called the morning of Feb. 20, 2024, I'm now being told it could take up to three weeks before receiving the letter I requested and the representative quoted "Well you have already waited one week and a half so you're almost there." As if there is no urgency to provide my contract with them for my records. When I spoke to a supervisor, they shared all they could so is submit another request for the letter - which I had already done with representatives spoken to prior. I'm really frustrated that I can't receive what I requested after doing my part to settle this account. Please help!

  

  Business Response

  Date: 02/26/2024

  Acima Leasing (hereinafter us, we, our, Acima) received the complaint filed by ****************** through the Better Business Bureau on February 20, 2024. ****************** wishes to receive the details of his catch up plan for his records and as such, we provide the following information. On February 13, 2024, ****************** provided Acima with his verbal authorization to charge his card on file $211.97 on February 29, 2024, March 29, 2024, April 29, 2024, May 29, 2024, and $211.98 on June 29, 2024, to purchase this lease-purchase agreement. If any payment in this arrangement is returned unpaid, the entirety of this plan will be canceled and ****************** will need to contact us as soon as possible so we can assist him in setting up a new arrangement. For inquiries or to revoke this verbal authorization, ****************** must call ************ at least 2 business days before the scheduled payment. 

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21319871
  
  I am rejecting this response because I was promised a payment plan letter that I still havent received after talking to them multiple time over three weeks. I ended up settling this account with ********************** and requested a receipt confirming it being paid off.  I was told i would receive one and have yet to receive it. They asked that I provide a new email address and I did. I still dont have a receipt. Once again, I been given 2-3 different timelines regarding how long it would take to receive my receipt. The money to settle it was taken from my account and after waiting for almost 4 weeks, Acima wouldnt do better with ensuring I received a receipt right away confirming the payoff of my account. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/04/2024

  Acima Leasing received the rejection of our response by ****************** on March 4, 2024. We confirm ****************** cancelled his catch up plan and instead settled his lease with Acima on March 1, 2024. We further confirm a settlement confirmation email was sent to him on March 4, 2024. As such, we consider this matter closed. 

• Initial Complaint

  Date:02/12/2024

  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.

  8/20/2019 bought phones biz we went thru filed under my ssn... the balance was paid off now biz has closed and no longer operating now im left with bad credit remaks

  

  Business Response

  Date: 02/15/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************* through the Better Business Bureau on February 12, ****, regarding the reporting of his lease with Acima.

  Pursuant to our records, on August 20, 2019, Mr. **** entered an independent third-party retailer ********************************* (the Retailer) located in ******, **************. While with the Retailer, he applied and was approved for our leasing services. On that same date, he selected the property described as "Hp Gaming Laptop OMEN i7 2TB 16GB RAM (the Property). Acima purchased the Property, and Mr. **** electronically entered into a rental-purchase agreement (the Agreement) wherein he agreed to rent the Property from Acima.

  Mr. **** claims, the balance was paid off now [the Retailer] has closed and no longer operating now [he is] left with bad credit [marks]. Acima is not obligated to offer settlements under the Agreement, we *** do so as a courtesy to assist customers in obtaining ownership of their property for less than the current purchase options available to them. Mr. **** elected to utilize a settlement that was completed on February 13, ****, and as of todays writing, the leases status is Settled, and Mr. **** has no further payment obligations to Acima. Additionally, we investigated our reporting of ********* lease, and the reported lease history is accurate. ********* lease status has changed on February 13, ****, our reporting will be updated to match. Please note, updates to ********* credit report *** take up to thirty (30) days to reflect. Experian is the only national credit bureau to which Acima reports. 

  As we have thoroughly responded to Mr. ****, we consider this complaint closed. If he has any general questions regarding his account, he *** contact our customer service department by phone at **************. 

• Initial Complaint

  Date:02/10/2024

  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.

  Being over charged for an account started with out my permission. Or received time of purchased item. Failure to follow up on concerns or case information. Complete discomfort throughout total process. No accountability with any parties involved

  

  Business Response

  Date: 02/14/2024

  Acima confirms receipt of the complaint filed by Mr. ****** ****** through the Better Business Bureau on February 10, 2024, regarding his lease with Acima.  
   
  While Mr. ****** does not provide specific details in his complaint, he claims he was “over charged for an account started with out [his] permission.” Pursuant to our records, Mr. ****** elected to enter into a rental-purchase agreement (“Agreement”) with Acima and agreed to the terms and conditions contained therein. We reviewed the details of Mr. ******’s lease and confirm there are no discrepancies with the cost of the Agreement. If Mr. ****** would like to provide additional information regarding this, he may contact our customer service department at ###-###-####.  
  Mr. ****** additionally indicates there were “discrepancies” with the “received time of purchased item.” We confirm that our resolutions department reviewed this matter with Mr. ****** over the phone and updated the date to reflect the actual date the property was received by Mr. ******.  
  Finally, Mr. ****** claims Acima failed to follow up on his concerns. We apologize for the length of time it took Acima’s customer service and resolutions departments to resolve his concerns. We confirm that as of today’s writing, our resolutions department has worked with Mr. ****** directly and reached a resolution which we believe is satisfactory to both parties. If Mr. ****** has any additional concerns, we encourage him to reach out to us directly at the phone number listed above, so we may work with him to promptly provide assistance.  

• Initial Complaint

  Date:02/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rabbit’s cage from Wayfair on January 4, 24 for $169.99. I decided to use Acima to purchase the product. It had an initial rental payment of $45.00 + tax $3.15=$48.15 which was made on Jan 4, 24then I returned the rabbits cage on Jan 9, 2024 to Wayfair they received it on Jan 11 and a credit of $134.39 was given because I owed $35.60 for shipping to Acima on Jan 11. So with paying the initial rental fee for the product which I no longer have that should have covered that 35.60 and no further charges $6.67 should have been taken out of my account. But instead they decided to start a new contract without my consent on January 11, 24 I did not sign it and I would have never agreed to having an additional $45.00 up charge to it. All I want returned is the $19.22 that is owed to me and that contract canceled. Also you will see in the photo it still shows Wayfair as the retailer and everywhere on the contract it says property I don’t have the property so how are you charging me for something I don’t have. I did not sign that contract that they currently have and if they say I did I want to know the exact date and time I would have completed that.

  

  Business Response

  Date: 02/13/2024

  Acima (hereinafter “us,” “we,” “our”) received the complaint filed by Ms. *** through the Better Business Bureau on February 10, 2024. We investigated her complaint and granted her desired resolution. As such, we consider this matter closed.