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:02/08/2024

  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.

  On Feb 02,2024 the was a fraudulent purchase made in my name with my social security number with a different bank account,email, and ph number. When I found out about the transaction I notified Acima who then told me I need to get a police report, I lm from NYC went to the precinct and the advised me that I need a affidavit from Acima in order to retrieve a police report, I reached out to acima several times and they refuse to give me a affidavit so I can get a police report and properly refute this fraudulent transaction. They are absolutely no help at all seems like they are for the fraudulent people whom keep committing these identity theft crimes.

  

  Business Response

  Date: 02/09/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Mr. ***** ***** through the Better Business Bureau on February 8, 2024. We investigated his account and prepared the following response. 

  Mr. ***** alleges identity theft. Acima takes fraud allegations very seriously. For situations that allege fraud, it is standard to request that the victim either file a police report or a Federal Trade Commission Identity Theft Affidavit (“FTC Affidavit”). As Mr. ***** indicates, that he has had difficulty filing a police report, we ask that he file an FTC Affidavit and provide us with a complete copy at [email protected]. Please note that an FTC Affidavit may be filed online on the FTC’s website. Acima requires documentation to substantiate fraud allegations, and we direct all customers who allege identity theft has occurred to file a police report for identity theft, and/or an FTC Affidavit. Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that identity theft has occurred, we will terminate any lease associated with his information. 

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

• Initial Complaint

  Date:02/06/2024

  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.

  *********************** is a senior citizen who was taken advantage of by Acima and Hall ********* in New Albany. She purchased a bed and set up payments with an agent to have the payments taken out of her account for 90 days. She was told the bed would be paid in full in 90 days. She did not realize they did not have the payments set to the FULL equal amounts to pay the loan off now Acima wants to charge he double to triple interest. The bed was $382 and some change and now she's being charged more than that. Thus, far she has paid $315 or possibly more. We were told by a representative she owes more than $480. We want this resolved for 90-day same as cash that was agreed upon and all fees/penalties waived. We have a duty to take care of our seniors and EXPLAIN things clearly and thoroughly so they understand and this was done so in ****************** case

  

  Business Response

  Date: 02/07/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* on behalf of *************************** through the Better Business Bureau (BBB) on February 8, ****. We investigated this complaint and confirmed **************** is not an authorized person on ************** lease. As such, Acima is unable to discuss or provide any additional information. We ask ************** call into our customer service department at ************** to authorize an additional person, or she may also directly submit her own complaint to the BBB. 

  Due to the circumstances, we are unable to address this complaint. As such, we consider this complaint closed. ************** may contact our customer service department at ************** for any additional questions or to authorize an additional person on her lease. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21255985
  
  I am rejecting this response because: I am authorized. Phone agent **** added me. The code is 7560
  
  Sincerely,
  
  *********************** Or ***************************

  

  Business Response

  Date: 02/08/2024

  Acima (hereinafter we, us, our) received the complaint filed by ******************************* through the Better Business Bureau on February 08, ****, on behalf of *************************** lease. **************** was added as a third-party fully authorized person on ************** account on February 07, ****.
  
  **************** claims that ************** ... set up payments with an agent to have the payments taken out of her account for 90 days. Pursuant to our records, on June 29, 2023, **************** entered an independent third-party retailer ************************** (the Retailer) located in **********, ***********. While with the Retailer, she applied and was approved for our leasing services. On July 12, ****, she selected the property described as Full Bed (the Property). Acima purchased the Property, and ************** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property ************** was required to make 12 monthly lease renewal payments of $98.45 before tax, plus an initial rent payment of $50.00 before tax for a total of $960.50 (the Total of Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.
  
  Acima denies the allegation that Acima wants to charge [**************] double to triple interest. Acima does not charge interest, Acima is a lease-to-own company, and the Total of Payments is determined upon initiation of the Agreement. The Total of Payments does not change or increase.
  
  As a courtesy to our customers, we offer two Early Purchase Options (EPOs); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 90-day EPO wherein ************** *** obtain ownership of the Property by paying $450.00 before tax on or before October 10, 2023. ************** did not exercise her 90-Day EPO on or before the deadline indicated, and as such this option expired and her lease is continuing for the agreed-upon terms. The second EPO stipulates that ************** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining renewal payments. The second EPO is still available to ************** and will be until the end of the lease term.
  
  **************** indicates that ************** was unaware of the rent renewal payment frequency and amounts. We confirm Acima did our due diligence to ensure ************** had all information regarding the Agreement terms and conditions prior to signing. Pursuant to our records, on July 12, 2023, we sent the following text message to the phone number provided on the application, ************, Click link to review and sign your Acima lease agreement (Reply STOP to opt-out) ********************************************************************************************************************************************************. We confirm this link was clicked, and she was provided a breakdown of the rental payment amounts and frequency, as well as her Total of Payments and 90-Day EPO amount. ************** was then directed to a full copy of the Agreement and provided the opportunity to review it. She was also provided the option to electronically sign the Agreement. We confirm receipt of ************** electronic signature on July 12, 2023, at 10:30 am MT. It was ************** responsibility to fully review the information provided and seek additional information if necessary.
  
  Additionally, once ************** entered into the Agreement, we confirm we sent a welcome email on July 13, 2023, to the email address provided at the time of application, ************************ This email contained a breakdown of her rent payment amounts, the first scheduled rent payment date, and the 90-Day EPO information, as well as a link to the Acima customer portal where ************** could view a full copy of her Agreement. We confirm that Acima performed our due diligence to provide all information regarding the nature of the Agreement, as well as ample opportunity to review the terms and conditions therein.
  
  We consider this matter closed as we have addressed all of Ms. ******* concerns regarding ************** lease. If ************** has further questions or would like to explore any purchase, termination, or settlement options that *** be available to her, she *** contact our recovery department at **************. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21255985
  
  I am rejecting this response because: ************** did not understand the terms or what she was signing.  She will not be making any further payments. 

  
  
  Sincerely,
  
  *********************** Or ***************************

• Initial Complaint

  Date:02/06/2024

  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 received financing for furniture from acima. I went to Ashley Homestore in Pearland on wed 10/24 and was told the furniture would be ready on 10/26. It wasnt. My husband and I rented a truck and went to ashley's third party warehouse and picked up the furniture. They gave us the wrong piece. I called them immediately to let them know there was a major mistake made. They said they would come out and bring the correct pc. I took pictures and sent them into them. They came the first time and the delivery guy said they had the wrong pc. so they rescheduled. The second time they came they brought a chaise lounge. Which again was the wrong pc. Then they came a third time and still brought the wrong pc. I communicated with Henry the manager of Dsg & Otto the store manager at ashley and even had Henry on the phone while the sfirst delivery guy was there who was arguing with my sick husband that has stage 4 cancer. we had to actually shut the door on him. His name was Gerson. He was yelling and arguing with my husband. The Dsg co brought the wrong pcs out 4 times total and then hd the nerve to sya that they did deliver the correct pcs. Whis still wasnt true and I have the emails and text messages to confirm they still had it wrong. I am seeking either the correct pc or a refund because the issue isnt resolved and Ashley is aware of that. but lied to acima. and I have the proof that they lied to acima to keep the money at the same time communicating with me that they will come out and bring the correct pc.

  

  Business Response

  Date: 02/13/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by ****** ******* on February 6, 2024, through the Better Business Bureau (“BBB”). We are still investigating the circumstances surrounding the delivery of the property. In her complaint, Ms. ******* indicates she has copies of emails and text messages showing the incorrect piece was delivered to her. We ask that Ms. ******* provide us with this documentation for review. Ms. ******* may submit the documents either through the BBB’s complaint portal as a response, or she may email them to us directly at *********************.  

• Initial Complaint

  Date:02/03/2024

  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 contacted this business upon signing a lease one day ago so that they can correct my pay day to the correct date. I called and spoke with a rep that was unprofessional and when I asked for a supervisor he said he was switching me just to hang up in my face. I need someone from Corporate that speaks and understands English to give me a call.

  

  Business Response

  Date: 02/06/2024

  Acima (hereinafter we, us, and our) received the complaint filed by Mr. ************************ through the Better Business Bureau on February 3, ****. We have reached out directly to ************** and resolved this issue. If ************** has additional questions, he may contact our customer service department at **************.

• Initial Complaint

  Date:02/02/2024

  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.

  Taking money from my account without having a lease agreement with me

  

  Business Response

  Date: 02/05/2024

  Acima (hereinafter us, we, our) received the complaint filed by *********************************** through the Better Business Bureau on February 2, ****. We investigated her complaint and confirm that we provided her with steps to resolve her concern on February 2, ****. As such, we consider this matter closed. We ask that ********************** provide ** with the requested documentation at ******************************. 

• Initial Complaint

  Date:02/01/2024

  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 deeply troubled and upset that ACIMA DIGITAL FKA SIMP has not yet responded to my request. I sent a letter asking for proof of contract, as I require these accounts to be deleted from my credit report as they are in violation of my rights.

  

  Business Response

  Date: 02/02/2024

  Acima (hereinafter we, us, our) received the complaint filed by *********************************** through the Better Business Bureau on February 1, ****. We investigated his complaint and prepared the following response. 
  
  We reviewed our records and confirm ******************** has not previously requested a copy of his rental-purchase Agreement (the Agreement). ******************** was provided a full copy of this Agreement at the time he entered into it. Additionally, ******************** *** view a copy of his Agreement at any time by logging into the Acima customer portal located at ******************************************. We note that this option has always been available to ********************* 
  
  ******************** alleges he sent a letter asking for proof of contact. We thoroughly reviewed our records and, as of todays writing, we have not received any correspondence from ********************. Nevertheless, as explained above, ******************** *** view a copy of his Agreement online. 
  
  ******************** alleges that Acima is in violation of [his] rights, but does not offer further details into how he believes we have violated his rights. However, we confirm that we have not violated any of Mr. ********* rights. 
  
  Mr. ********* desired resolution is for the removal of reporting. We will not ***** this request. We confirm our reporting is authorized under the Agreement. Please note that Experian is the only national credit bureau to which Acima reports. 
  
  If ******************** has further questions or to explore any settlement options that *** be available to him, he *** contact our recovery department at **************.  

• Initial Complaint

  Date:01/30/2024

  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 1.8.24 I went into Auto Sound to have my radio repaired however I ended up purchasing a new radio which when I realized the cost I had to take out a loan. I was informed that I would have to repay the loan every other week which was fine but when I contacted Acima to set up a different pay plan, i was told the facts about the loan in that i would have to pay back more than double the loan amount if i did not pay the entire loan of $1,575 off although i only borrowed $968.36 by 4.7.24 i would be paying $2329.29 in total for the year. I never received a contract to read prior to entering the agreement whereas when I contacted Acima *******. Basically said there is nothing I can do about the situation. They offered to provide me with a contact a week after the fact. I should not be liable for their disregard of being truthful prior to entering into a contract of which I never signed.

  

  Business Response

  Date: 02/06/2024

  Acima (hereinafter we, us, and our) received the complaint filed by *********************************** through the Better Business Bureau on January 30, ****. We have contacted ******************** via phone call and resolved her concerns. Additionally, we note that ******************** was provided the full rental-purchase agreement (the Agreement) to review, prior to ******************** providing her signature. ******************** chose to sign the Agreement, and as such agreed to the terms and conditions contained therein. ******************** may review a copy of her Agreement at any time, located at *********************************/. We consider this matter closed. If she has additional questions, she may contact our customer service department at **************.

• Initial Complaint

  Date:01/30/2024

  Type:Order 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.

  Ive never had a Acima account and its reporting on my credit report please remove the fraudulent account off my ********************** report

  

  Business Response

  Date: 02/05/2024

  Acima (hereinafter we, us, our) received the complaint filed by Mr. ********************************************** through the Better Business Bureau on January 30, ****. We investigated this complaint and prepared the following response. 
  
  Acima takes identity theft allegations seriously. Upon receiving this complaint, we investigated the information in our system and determined that this lease was created fraudulently. As such, we have terminated ***********************************' lease, and he has no further obligations to Acima. 
  
  As we have granted ***********************************' desired resolution, we consider this matter closed. If *********************************** has additional questions, he may contact our customer service department at **************.

  Customer Answer

  Date: 02/05/2024

   
  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:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tables and a recliner through wayfair on Nov 7th 2023. I returned the items on Nov 17th 2023. Wayfair proved they received the items back and issued a credit. The financing was through acima credit. Acima credit is still charging me, the first initial payment plus dec and Jan and soon February if this doesn't get resolved. I have contacted them 7x and they keep telling me they will contact me to resolve and they have not.

  

  Business Response

  Date: 01/30/2024

  Acima (hereinafter “we,” “us,” and “our”) received the complaint filed by Ms. ******** ********, through the Better Business Bureau on January 23, 2024. We attempted to reach out directly to Ms. ********, but despite numerous attempts, we were not able to contact her. Regardless, her lease is terminated, and she has no further obligations to Acima. If Ms. ******** has additional questions, she may contact our customer service department at ###-###-####.  

  Customer Answer

  Date: 01/30/2024

  
  
  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:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told incorrect information at the time of purchase. I was under the impression that I was leasing an item and once full amount is paid that I would be done. The item was around $1000 I have now paid $1200 on it. I am now being told that I owe another $1300. This was not explained during the initial interaction and while purchasing my merchandise. Documents and signing was done on a iPhone where it was difficult to see all of the misleading fine print. I wouldnt have agreed to pay $2500 for something I was initially charged $1000 for. I call Acima and all I was offer was a $870 early buy out option or to return the merchandise by to the store after I have paid over $1200 for it. I am looking into filing some type of legal action due to this.

  

  Business Response

  Date: 01/26/2024

  Acima (hereinafter we, us, and our) received the complaint filed by ******************************* through the Better Business Bureau on  January 22, ****. We investigated his complaint and prepared the following response. 
  
  ******************** entered into a written contract in the form of a rental-purchase agreement (the Agreement) that contained all disclosures mandated by applicable state law. Acima has attempted to review the terms of the Agreement with ********************. Despite our best efforts to address Mr. ********* concerns, we are unable to reach a resolution to this matter. As such, we consider this complaint closed. ******************** may contact us at ************** with additional questions.